Slides from Marco Campana's 2010 ISAP conference presentation, focusing on how those serving immigrants and refugees can make use of social media in their client service work.

1. http://www.flickr.com/photos/tyla/2613836330
Marco Campana, OCASI
ISAP Conference 2010 @marcopolis

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4. Canadian Council for Refugees

6. Alliance of Information & Referral Systems

9. Operating Vision
» Immigrant Services – clear entry
points/access to services/multi-channel
» Multi-service locations/province-wide
coverage/services mobile and dynamic
» Common Contract – Outcome Based
Performance
» Flexible funding model to support
innovative and dynamic
Client Perspective – programming
Continuum of services; no eligibility
» Capacity building
gaps; alignment with core programs
» Report results and trends / needs
(e.g. health, education, housing,
employment)
Service Provider Perspective –
Strategic partnerships with other service
providers/responsive to emerging needs
» Deliver immigrant services based
Local needs addressed through local planning
on defined client needs & and community-wide coordination (LIPs,
outcomes RNEN, Local Labour Market Planning tables)
» Refer to other support services as
required
» Manage provider relationship Ministry Perspective –
» Monitor performance Government priorities; oversight and
» Develop streamlined processes to policy development
support integrated service delivery
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14. http://www.flickr.com/photos/dailypic/1459055735/

15. TO
RESULTS IN
FROM
knowledgeable
individuals and greater access to
knowledgeable
organizations information
individuals
Information and better program
ad hoc information
knowledge planning & delivery
sharing, if at all
sharing
more effective and
short-term
systematic, efficient service to
knowledge capacity
formal, strategic clients/members/
sharing stakeholders
Less than optimal
generating new better partnerships
performing
knowledge with service
organization
providers and
continuity in stakeholders
knowledge
retention stronger
organizational
tools and systems
processes to
support an even
better performing
orgs

17. Statistics Canada

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25. Other?

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34. Service Evolution: S.Org Example
The site started with a discussion forum. No uptake. Took it off the site.
We responded to emails from site users. 1 to 1.
We were getting very similar emails from multiple people. Started creating form emails. 1 to many
- kind of, but not really.
Trend increased. We brought back the discussion area. Posted the question and answer, then
email them back with the address where their answer could be found. 1 to many.
Eventually, we restricted the places where people could send us email, and directed them to our
discussion forum to ask questions. Discussion forum membership and postings increased. No one
was answering questions but us. All postings were moderated (funder pressure, very much the
right decision!) Still 1 to many.
At some point, after some time, for some reason, people started not only posting questions, but
also answers!
Some users became frequent contributors, site experts.
Some threads now include dozens of replies, thousands of reads. Some of them are not even
questions, but discussions about experiences, opinions on issues, etc. We have a full time
discussion area facilitator. We could use another!

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41. http://www.fenton.com/watta/

43. • Lack of control and understanding
• Banning access – social media as
waste of time
• Reportable stats (the all important
PR Card number)
• Do funders get this?