A presentation of the City of Kingston Social Media experience to the Government Business Education Network (GBEN), in Melbourne, Australia 3 August 2011

1. Gov2.0 and Social Media: Lessons from the City of Kingston GBEN, August 2011 Fergal Coleman Twitter @symphony3think www.symphony3.com/GBen www.symphony3.com

2. How we govern is Changing

3. Examples: Australia http://queenslandfloods.crowdmap.com/ http://vimeo.com/4470529

4. Opportunity to become a government leader

5. Why Engage? The pay back comes quickly “The Rise of the networked enterprise: Web2.0 finds its payday” McKinsey Quarterly Dec. 2010 Some averages from report 20% decrease in travel costs 20% improvement in marketing effectiveness 10% reduction in operational costs 15% decrease in marketing costs 18% increase in customer satisfaction 41% increase in employee satisfaction

6. Revolutions can be scary! Overcome the fear, Social Media is here to stay!

7. Think about what people do People Creating – Blogs, (blogosphere) user generated content, Podcasts, Youtube, Slideshare.net, Docstoc. People Connecting – Facebook, Linkedin, Twitter, Myspace, Bebo, Orkut, hi5, Secondlife, Foursquare. People Collaborating – Wikis (wikipedia), Intelpedia (internal use), Bearing Point (Mike2.0), Salesforce chatter, Centraldesktop, Sharepoint. People Reacting – Forums, discussion boards, ratings, reviews. People Organising – tags, Digg, De.licio.us. Accelerating Consumption – RSS, Widgets. Forrester

8. What are your Objectives 1. Listening – Use social media to better research community and resident needs. 2. Talking – Use social media to spread messages about your council. 3. Energising– get your most enthusiastic customers to become advocates , using social media to increase word of mouth. 4. Supporting– Support residents/local businesses or help them to support each other. 5. Embracing– Integrate your customers into the way your organisation works

9. Case Study: City of Kingston “In the past we (local government) told the community what we were doing, we have now evolved to engaging the community in what we propose to do, but the expectation of the community today is that not only will they be engaged but they will directly influence and they will have control over what happens. This is not an unreasonable expectation.” John Nevins, CEO, City of Kingston.

10. Getting Started? What do you need Leadership commitment and vision“Social Media in everything we do” Open up to new technologies Commitment to change behaviours Commitment to loss of control Get Started! Have a Strategy/Framework for change

11. Social Media Framework Logical Boxes People Needs Who are you Serving? Where are they? What Drives them to Engage with you? Residents Local Business Employees Residents Local Businesses Employees Why We Exist Mission Vision Core Values Strategic Goals Financial Sustainability Improved Customer Service – more support at no additional cost More Efficient Processes Lower Costs How We do It Communicate Make (Services delivered) Listening Talking (Informing) Supporting Supporting Activities Energising/engaging Building Blocks Technology (Tools) Finance (Budget) People (internal) Leadership Culture Skills +Training Standards & Policies Social Media Policy Response Guide Risk Mgmt 11 Data and Information

13. -Mayoral Blog- Twitter - Yammer Y/N Ideas (Prioritised) Y/N Working Group (cross-dept) Y/N Y/N

15. Better information sharing

16. No email trail with multiple document versions

17. Less paper

19. Parameters on what can be said about the organisation

21. Direct line of communication to the CEO for employees

22. Parameters on what can be said about the organisation

24. Community feedback and engagement

26. Mobile communication

28. Reduced travel time

29. More productivity

30. Empowerment of elderly

31. Time saving

33. Kingstonlibraries.net

34. Next Step: www.Communityeffect.net Community Fully Engaged and Participating

35. Coming soon or in prototype… LinkedIN QR codes Mayoral Blog YouTube/Video Twitter Department specific - strategies Training, awareness and more training!

36. Outcomes More timely information to residents More engaged residents More engaged employees Improved cross-departmental communication Reduced travel costs More productive, energised employees

37. Conclusion Social Media is….. A technology-enabled conversation with the whole community An enabler: It will allow you to reach, service and collaborate with your community much more effectively Its here to stay, you need to Embrace it strategically Integrate it into your day to day operations Change Behaviours Get Engaged!

38. Your thoughts or questions?? What are your experiences? Questions?Contact details www.symphony3.com/gben Facebook.com/symphony3 Twitter @symphony3think 0423 198184 Or lets just have an old fashioned chat in person!