Using Social Media to Enhance Constituent

Services

South Carolina Institute for Departmental

ManagementJanuary 11, 2012

Dr. Curtis R. Rogers, Communications DirectorSC State Library crogers@statelibrary.sc.gov

agendaOverview (interactive vs. talking head)

VideoQuestions & AnswersWe WILL take a short breakExamples Resources - show and tellGroup Exercises with Review

http://www.youtube.com/watch?v=3SuNx0UrnEo

What are your first thoughts?

How is local government changing?

http://www.engadget.com/2011/08/11/nypd-creates-social-networking-unit-to-pick-perps-not-poke-them/

http://mashable.com/2011/08/11/manchester-police-twitter/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+Mashable+(Mashable)&utm_content=Google+Reader

Group ExerciseIn small groups, take _____ minutes to discuss the

following questions:1. How can we as public agencies engage our

citizens?2. How can we make it easy for customers to do

business with us?3. How can our department be more transparent?4. How can we provide services efficiently with new

technology where it makes sense? Each table will have a note taker/speaker.Each table will have a few minutes to report on

their discussion.

But how do you find the

time?

Easy answer/difficult to do…

STOP DOING WHAT NO LONGER IS EFFECTIVE

OR WORKS AND CHANGE HOW YOU DO

THINGS!

http://www.statelibrary.sc.gov/

http://www.cdc.gov/socialmedia/

http://blog.hubspot.com

Review of SC County Government Web Sites for Social Media Logos (August 2011)County Twitter Facebook Youtube Other

Anderson 200+ 200+ Yes

Aiken 4 accounts 4 accounts No

Beaufort 100+ 80+ Yes

Charleston 600+ 400+ No .TV/USTREAM

Chesterfield No 2,000+ No

Dorchester No No No RSS only

Kershaw No 500+ No

Richland 1200+ 700+ Yes Podcasts

Social Media/Web Resources Exercise

1. In small groups, take ____ minutes to discuss what social media/web 2.0 (or any other web-based) resources you really like and rely on for work.

2. Have a note taker/speaker and be sure to get the URLs correct if you remember them.

3. One person will from each group will report.

Profile (now Timeline) vs. page vs. group

How is it working for you?Examples of use (show & tell)Keeping up with questions/comments/responding

Q&A

#hashtags & @signsHow is it working for you?Examples of use (show & tell)

Keeping up with questions/comments/responding

Q&A

Hootsuite – social media management tool

Manage multiple accounts, schedule tweets and posts.

Tweetdeck (another management tool)

Channels, creating videos, uploading, playlists, insights, friends, subscribing…

How is it working for you?Examples of use (show & tell)Keeping up with questions/comments/responding

Q&A

Your homework

assignment:

ResourcesHow to Embrace Social Networking in Local

Government by Pamela Weaver Antil. ICMA press. http://tinyurl.com/3pl4zht

5 Objections to Social Media in Government … and their Responses by Kieran Harrop. http://tinyurl.com/43883hz

DISCUS – South Carolina’s Virtual Library & Use your local public library!

Reports to ReadBuilding Digitally Inclusive Communities: a

brief guide to the proposed framework for digitally inclusive communities. http://www.imls.gov/assets/1/AssetManager/DIC-FrameworkBrief.pdf

How Social Media and GOV 2.0 are Public/Private Sector Collaboration. By John Westra. Focus Nov/Dec 2010. http://bit.ly/sDoFfJ

Be flexibleFlickr:Ingorrr

Don’t be hostile to new technology

Flickr:Lara604

Treat new technology like they would.

Flickr:woodleywonderworks

Flickr:whiteafrican

Keep up!

Play & Experiment

Flickr:The Lightworks

Flickr:lovelypetal

Thank you!Dr. Curtis R. Rogers,

Communications Director803-734-8928

crogers@statelibrary.sc.gov