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The State of Social Media in Federal Government - April 2012
The document discusses the increasing use of social media in government to improve transparency, engage citizens, and respond to issues in real-time. It provides statistics on how Americans use social media and highlights 5 mega trends transforming government, including demands for transparency, citizen engagement, humanizing government interactions, crisis management, and real-time response. The document also offers tips for integrating social media and leveraging existing resources.
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The State of Social Media in Federal Government - April 2012
- 1. The State ofSocial Media in Government Andrew Krzmarzick GovLoop Community Manager
- 2. It was 2008.We were all excited.
- 3. Myself included: One PartProfessor One Part Cheerleader
- 4. For the last2 years: One Part Player One Part Coach
- 5. What it takesto win with social media: Coaches, Core Team, Cheerleaders
- 6. What is socialmedia? “media for social interaction, using highly accessible and scalable communication techniques…web-based and mobile technologies to turn communication into interactive dialogue.” “a reflection of conversations happening every day, whether at the supermarket, a bar, the train, the water cooler or the playground. It just allows for those conversations to reach a broader audience…” http://heidicohen.com/social-media-definition/
- 7. How do Americansuse social media? AGE Source: http://pewinternet.org/topics/Digital-Divide.aspx
- 8. Who uses socialmedia more? OR ? Source: http://pewinternet.org/topics/Digital-Divide.aspx
- 9. Who uses socialmedia? GENDER Source: http://pewinternet.org/topics/Digital-Divide.aspx
- 10. Who uses socialmedia? GENDER http://www.youtube.com/watch?v=ZR4LdnFGzPk
- 11. Who uses socialmedia? GENDER Source: http://pewinternet.org/topics/Digital-Divide.aspx
- 12. Who accesses moreby phone? OR OR ? Source: http://pewinternet.org/topics/Digital-Divide.aspx
- 13. 51% of Hispanics vs. 46% of Blacks …use their phones to access the internet vs. 33% of Whites Source: http://pewinternet.org/topics/Digital-Divide.aspx
- 14. 36% of Hispanics vs. 33% of Blacks …use their phones to access social media vs. 19% of Whites Source: http://pewinternet.org/topics/Digital-Divide.aspx
- 17. Key Takeaways • It’snot just for young people • Citizens recognize its value • Information reaches broader audiences
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- 19. You are not(yet) behind the curve! of Federal Agencies started using Social Media within the last 2+ years. of Federal Agencies have started using Social Media within the last year. Source: Market Connections 2011 Social Media in the Public Sector Study, Oct. 2011 http://www.marketconnectionsinc.com/Reports/social-media-in-the-public-sector-2011.html
- 20. Agencies are allowingaccess now 2010: 55% of respondents said their agencies were blocking access to Social Media channels 2011: 19% of respondents said their agencies were blocking access to Social Media channels Source: Market Connections 2011 Social Media in the Public Sector Study, Oct. 2011 http://www.marketconnectionsinc.com/Reports/social-media-in-the-public-sector-2011.html
- 21. Top 5 FederalUses of Social Media Communicate Informed Internal with Citizens and Decision Making Collaboration Other Agencies Research/ Marketing and Information Promotion Gathering Source: Market Connections 2011 Social Media in the Public Sector Study, Oct. 2011 http://www.marketconnectionsinc.com/Reports/social-media-in-the-public-sector-2011.html
- 22. Informed Decision Making Online community of government colleagues Communicate with helping each other Other Agencies to do their jobs better. Research /Information Gathering 55,000 Members • Federal, state and local employees • Contractors, non-profits, academia Marketing and • International (Canada, UK, Australia, etc.) Promotion
- 23. Problem: Millions of governmentemployees working on similar issues…but how do they connect? Solution: Knowledge network where government employees connect, learn and share: real-time + repository
- 24. Member Overview Top 10Agencies on GovLoop Federal Government 1. Dept. of Defense 2. Dept. of Health & Human Services 12.48% State Government 3. Dept. of Agriculture 4. Dept. of Veterans Affairs 9.18% 5. Dept. of Homeland Security Local Government 6. General Services Admin. 14.83% 50.37 % 7. Dept. of Commerce Industry/Gov’t 8. Environmental Protection Agency Contractors 9. Dept. of Transportation 13.14 % Other (i.e. non-profit, 10. Dept. of Labor academia & Total # of Agencies: 37 International Gov’t) Average Age:
- 25. “Knowledge Network” Vehicles: Value: • Share and find best practices • Blogs • Answer questions quickly • Forums • Solve problems faster • Groups • Learn from peers and experts
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- 29. 2 Ways YouCan Derive Organizational Value from GovLoop
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- 32. 2. Highlight /honor success How can we help you (help each other)?
- 33. Your Knowledge Network • How can we highlight your great work? • How can we honor your success? • How can we help you connect/collaborate?
- 34. 5 Mega Trends with Social Media and Government* *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
- 35. 1. The cryfor transparency “This is a terrible time to be a control freak” – Hillary Clinton, U.S. Secretary of State • broad recognition that government information belongs to the people • technology is enabling a new wave of sharing • Best practice: U.S. Goverment Printing Office site o volumes of documents now available at visitor finger tips *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
- 36. 2. Citizen engagement “The opportunity of social media and government is not economic or technological. It’s emotional.” — Aneesh Chopra, Former CTO of the U.S. Government • Challenge.gov rewards citizens with cash prizes for solving government problems • Crowd-sourced budgeting processes • NASA has a range of programs encouraging active participation in agency project – customize your own NASA project page *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
- 37. 3. Humanizing government “Social media is not a second website, it’s a community.” — Tristram Perry, U.S. State Department • people are people, brands are building an emotional connection • citizens are expecting government to do the same • City of Reno poked fun with YouTube videos, crooked Christmas tree. • U.S. Embassy, Jakarta = more Facebook fans than all embassies combined: o Spark discussion and give people a reason to belong. o Customize your information for your audience. o Develop unique, engaging content. o Post regularly. o Set goals and reassess them periodically. *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
- 38. 4. Crisis management *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
- 39. 5. Real-time response(and mobile) • in private sector, there are many case studies about companies using social media as an effective tool to solve problems in real-time • these practices are being adopted by state and city (and federal) governments. • with a tweet or text (or an app) — potholes, broken street lights and other issues are being reported and fixed. • 311-Twitter service in San Franciso, for example, has answered over 7 million calls and thousands of more requests online. Why wouldn’t citizens expect national governments to do the same? *Source: http://www.businessesgrow.com/2011/04/04/five-mega-trends-how-social-media-is-transforming-government/ç
- 40. 5 Quick Tips (3external, 2 internal)
- 41. 1. Aim foran Integrated Approach
- 42. 2. You Don’tHave to Do It All Test => Learn => Iterate
- 43. 3. Leverage ExistingResources * from Federal CIO Council
- 44. 4. Don’t Say“No”, Part 1* • Goal: not to say “No” to social media websites and block them completely, but to say “Yes, following security guidance,” with effective and appropriate information assurance security and privacy controls. • Focus on user behavior, both personal and professional, and to address information confidentiality, integrity, and availability when accessing data or distributing government information. * from Federal CIO Council
- 45. 5. Don’t Say“No”, Part 2* • Provide periodic awareness and training of policy, guidance, and best practices: ü what information to share, with whom they can share it, and what not to share. ü mindful of blurring their personal and professional life - don’t establish relationships with working groups or affiliations that may reveal sensitive information about their job responsibilities. ü Operations Security (OPSEC) awareness and training to educate users about the risks of information disclosure and various attack mechanisms * from Federal CIO Council
- 46. [email protected] 202-352-1806 GovLoop.com/profile/ @krazykriz AndrewKrzmarzick