This webinar presents promising practices from, "The Rise of Social Government," a report from the University of Pennsylvania's Fels Institute of Government, based on a survey of over 100 cities and 20 in-depth interviews with government administrators about their uses of social media.
From Event to Action: Accelerate Your Decision Making with Real-Time Automation
The Rise of Social Government
1. The Rise of Social Government
May 8, 2012
Presented by:
Made possible by:
2. Maximizes direct connections with
Knowledge network across all
the public through digital levels of Government
communications.
• Prominent in the U.S. and
• More than 500 public sector International
organizations manage their digital
communications though GovDelivery
• 50,000+ Members
• More than one billion messages
are sent quarterly by government • Specialized Communities with
agencies through GovDelivery 6 different topics: i.e.
Communications and Technology
• 30,000 people sign up every day
www.govloop.com
through GovDelivery to receive digital
messages from the government
2
4. About the Fels Institute of Government
• Fels: Since 1937 preparing graduate students for leadership in
city, state and federal government.
• Research & Consulting brings expertise of professionals and
creativity of grad students to public problem-solving
• 1,400 projects over 75 year history
5. Today’s Webinar Topics
• Key Findings & Promising Practices
Local Government Use of Social Media
Social Media as a Service
Monitoring Social Media
• Questions & Answers
7. What Defines Social Media?
Social Media is...
• Interactive...not Authoritative
• Personal...not Institutional
• Narrowcast through
networks...not broadcast
• Used by 47% of American adults
(2011 Pew Research Center)
8. 2009 Social Media Report
• Face your fears
• Manage
• Get your team straight
• Build your audience
• Find your voice
• Self-evaluate
• Get started
9. 2011 Report: What We Studied
• Most comprehensive study so far of Social Media
in local government
• 108 surveyed cities & 21 in-depth interviews
(summer 2011)
• Identifies data, case studies and promising practices
• Available for Free download from the Fels
website in May 2012
10. What We Found
• Social Media is growing despite tight budgets
• Cities use Social Media to meet core operational
goals
• Not just for communications anymore
• Cities are actively monitoring Social Media
Fels Research, 2011
11. Local Government Use of Social Media
Twitter and
Facebook lead
the pack …
but mobile
applications are
gaining speed
0 20 40 60 80 100
Percent Adopting Social Media Tool
Fels Research, 2011
12. Other Technologies Local Governments Deploy
• FourSquare
• QR Codes
• Mobile apps
City of West Palm Beach,
Florida. “WPB Connect,”
iPhone Screenshot
14. Social Media As a Service
90% of cities “use Social Media for an activity other
than communications”
• Economic Development
• Political Engagement/Policy Feedback
• Emergency Management
• Service Operations/Response
Fels Research, 2011
15. Implementation: Promising Practices
“Government offices report that it is critical to assess
new social media before implementing the tools into
existing work processes”
• Identify objectives
• Determine a strategy
• Listen to existing conversations
• Carefully assess resources
• Reach out to peer cities and conduct research
17. Monitoring Social Media Activity
“Cities are beginning to proactively monitor social
media sites for issues, discussions or related
information”
• 65% of cities report monitoring Social Media on
an hourly or real-time basis
• Cities monitor:
• Demographics
• Trending topics
• Keywords
• Specific conversations
• Other organizations
Fels Research, 2011
18. Monitoring: Promising Practices
Monitoring social media can be bolstered through
a five step strategy:
• Identify a lead person
• Diversify the scope or your monitoring
• Create a checklist of keywords
• Utilize the various technologies available
• Be comfortable with trial and error
Fels Research, 2011
19. Monitoring: Tools to Monitor and Manage
Social Media Activities
Cities report using a number of social media management
tools, including:
• Hootsuite
• Google Reader
• Facebook Insights
• Tweetdeck
• Addict-o-matic
• Mon.itor.us
• SeeSemic
Fels Research, 2011