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DIGITAL DIPLOMACY –
Identifying the value of social
media use in the public sector
Arthur Mickoleit,
OECD (Directorate for Public Governance and Territorial
Development)
OECD Conference “The Power of Social Media”
20 February 2014, Paris
#SMWParis
Value proposition for the public sector?
20/02/2014
Private sector
“Build your page”
“Connect with people”
“Engage your audience”
“Influence friends of fans”
“Build awareness”
“Grow loyalty and
retention”
“Influence consideration”
DRIVE SALES
20/02/2014
PUBLIC sector
“Build your page”
“Connect with people”
“Engage your audience”
“Influence friends of fans”
“Build awareness”
“Grow loyalty and
retention”
“Influence consideration”
DRIVE what?
20/02/2014
present
active
Highest state institutions are…
20/02/2014Sources: OECD data collection; Twiplomacy.
27 out of 34 16 out of 34
…interesting?
20:1
5:1
National
leaders
National
institutions
20/02/2014Sources: OECD data collection; Twiplomacy.
The value proposition for government
Institutions
Politicians Funds
Votes
?
20/02/2014
STATEYOU
Information,
services,
goods
Infrastructure
Taxes
Benefits
I N S T I T U T I O N S
20/02/2014
Confidence change
in national government, 2007 to 2012
20/02/2014Source: Gallup World Poll.
Empower people
20/02/2014
Make government responsive
20/02/2014
Make government a platform
20/02/2014
20/02/2014Source: www.wired.com/wiredenterprise/2013/01/hack-the-government
20/02/2014
Easy
answers
Stereotypes
Buy 1, get 1 free!
20/02/2014
Social media use by
people with high level of education
people with low level of education
%
20/02/2014Source: OECD calculation based on Eurostat data.
Young people’s use of
social media
social media & politics / civic issues–
20/02/2014Source: OECD calculation based on Eurostat data.
Young people’s use of
social media
social media for politics & civic issues–
20/02/2014Source: OECD calculation based on Eurostat data.
Present
x Measuring
ROI
NoYes
14% 86%
20/02/2014Source: OECD data collection.
27 out of 34 16 out of 34
Highest state institutions
Me: Arthur Mickoleit
My work: OECD
@OECDgov

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2014 02 20 - Social media value added in the public sector