Social Media: lessons from the front line

Today

The Road So Far Lessons Learnt

Me

What is ACMA?

Sixteen months --the Road So Far

• Distribution is king• Go where the crowds are• Give them what they want• When and where they want it• Great user experience• User centric• Authentic and Real

Our Principles

No More Department Store ThinkingNor Digital White Elephants!

acma.gov.au

Go to Where the Crowd Is

Old IdeaNewer Idea

USER ENGAGEMENT

Users want it however, wherever, whenever

It is Not About the

Technology

TargetedContent

I Want To Be An Astronaut

Based on real needs and wants

CREATING THE VALUE

And an engaging user experience

Beautifully Designed

Useful, Delightful and Surprising

A Journey to a New Destination

Game Plan

Establish Presence and learn the web 2.0 way– 85 application accounts

Front line apps

Social in Social

Innovation Platform

Lessons Learnt

• Go to where the crowd is

Not everyone wants to engage!

Facebook.oz = 97 % of social networking

Twitter: powerful channel to influential's

Ride the news wave

Real events are still powerful

Look for real life opportunities

Usual publishing rules apply

Images Work

Where to from here

Web as a platform

CRM

campaigns

Self-serve

mobile

websites

chat Social media email

Federatedsearch

Membership

Authentication

Enterpriserepositories

visits

Reputation

Campaignmanagement

Casemanagement

sentiment

publishing

feeds

Events

Industry

Social

Citizens

Influential's

Government

Think of your social universe

Direct marketing meets social networks = Social CRM

How do we get real participation?

Digital elites talking to each other?

Arab Spring

Vodafail

Gov 2.0 is a one way trip