Water tweetment: How personality can help public services better engage, educate, and entertain using social media
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Does "personality" matter to public-agencies' social media? We think so. In this slide deck, we examine how personality can help us as utilities engage, educate and entertain our followers.
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Water tweetment: How personality can help public services better engage, educate, and entertain using social media
- 2. I am not a role model.
- 5. • Engage What’s your plan, personality, and policy? @neorsd #PIOcle
- 6. • Engage What’s your plan, personality, and policy? • Educate Creating content, considering comments, and crisis communication • Entertain What about humor, heartstrings, and habits? @neorsd #PIOcle
- 7. • Engage What’s your plan, personality, and policy? • Educate Creating content, considering comments, and crisis communication • Entertain What about humor, heartstrings, and habits? @neorsd #PIOcle
- 8. • Engage What’s your plan, personality, and policy? • Educate Creating content, considering comments, and crisis communication • Entertain What about humor, heartstrings, and habits? @neorsd #PIOcle
- 11. Before you have a “personality” ENGAGE: HAVE A PLAN • Know your goal @neorsd #PIOcle
- 12. @neorsd #PIOcle
- 13. Before you have a “personality” ENGAGE: HAVE A PLAN • Know your goal • Know your resources • Know your tools @neorsd #PIOcle
- 15. Before you have a “personality” ENGAGE: HAVE A PLAN • Approval processes @neorsd #PIOcle
- 16. Approval processes are relationships • Concept • Content opportunities • Creation • Collaboration @neorsd #PIOcle
- 17. Trust is critical • Saves time • Shows relevance • Improves transparency • Best examples @neorsd #PIOcle
- 18. Before you have a “personality” ENGAGE: HAVE A PLAN • Approval processes • Content calendars • Content sources @neorsd #PIOcle
- 21. What makes someone want to engage? ENGAGE: PERSONALITY @neorsd #PIOcle
- 22. What makes someone want to engage? ENGAGE: PERSONALITY • Does your voice contribute to your goal? • What kind of interaction do you expect? @neorsd #PIOcle
- 24. How do you conduct your “social media business?” ENGAGE: POLICY • Know the expectations of the organization and of the social media platform @neorsd #PIOcle
- 29. @neorsd #PIOcle
- 30. How do you conduct your “social media business?” ENGAGE: POLICY • How can you optimize your workflow? • Sharing content? What’s appropriate? @neorsd #PIOcle
- 31. How do you conduct your “social media business?” ENGAGE: POLICY • What are your rules of engagement? (Active listening, or only when asked?) @neorsd #PIOcle
- 33. How are your metrics? Room for improvement ENGAGEMENT • Facebook: 10-30% Average reach: 500-1000 • @WallyWaterdrop: 78K impressions last month 4% engagement rate
- 34. • Engage What’s your plan, personality, and policy? • Educate Creating content, considering comments, and crisis communication • Entertain What about humor, heartstrings, and habits? @neorsd #PIOcle
- 35. Where does your social media direct your followers? EDUCATE: CONTENT • neorsd.org • neorsd.org/blog • youtube.com/neorsdCCR @neorsd #PIOcle
- 38. Where does your social media direct your followers? EDUCATE: CONTENT • Correspondents? • Find contributors
- 39. Where does your social media direct your followers? EDUCATE: CONTENT • Know your correspondents • Find contributors
- 40. Where does your social media direct your followers? EDUCATE: CONTENT • Correspondents? • Find contributors • Stay current
- 41. Where else can education take place? EDUCATE: COMMENTS
- 42. Where else can education take place? EDUCATE: COMMENTS
- 44. Emergencies and communication EDUCATE: CRISIS COMMS
- 45. • Engage What’s your plan, personality, and policy? • Educate Creating content, considering comments, and crisis communication • Entertain What about humor, heartstrings, and habits?
- 46. You are competing with everything. Make our message worth customers’ time, because it is.
- 47. @neorsd #OWEAops
- 48. @neorsd #OWEAops
- 49. @neorsd #OWEAops
- 50. @neorsd #OWEAops
- 51. Does funny fit? ENTERTAIN: HUMOR • Opportunities to make or find fun in the things customers take for granted
- 56. Making emotional connections ENTERTAIN: HEART • Kids • Animals • Environment
- 59. What can you offer your followers? ENTERTAIN: HABITS • Give your audience what they want where they are • Tips and resources
- 62. • Engage Know your plan, personality, and policy • Educate Create content, consider comments, and plan for crisis comms • Entertain Opportunities for humor, heartstrings, habits? @neorsd #PIOcle
- 63. Twitter: @WallyWaterdrop @neorsd Instagram: @neorsd Facebook: facebook.com/YourSewerDistrict YouTube: youtube.com/neorsdCCR Blogspot: neorsd.org/blog LinkedIn: neorsd.org/LinkedIn gonzalezj@neorsd.org