social media conference - jenny city of karlstad facebook

KARLSTADS KOMMUN ON FACEBOOK

Jenny Brodén, IT- Project Manager

WHY FACEBOOK?We want to be were the citizens are

FACEBOOK VS. TWITTER

FACEBOOK VS. TWITTER

KARLSTAD´S JOURNEY TO SUCCESS ON FACEBOOK

2010• Developed chanel strategy during spring

• Started our offical Facebook page on september 1th

• Started an interest group within the municipality

• Made a template for Facebook pages by the municipality of Karlstad

KARLSTAD´S JOURNEY TO SUCCESS ON FACEBOOK

2011• We got high jacked and two of our pages where filled with pornography

• We used Facebook during a large water leak where the majority of Karlstad had no water

• Our campaign Karlstad as the capital on Facebook lead to an increase of 2 000 likers

FACEBOOK 2012

• Advertisement lead to even more likers, from 7 000 to 12 000.

• Citizens had lots of opinions when we invested in an art gallery….

• And after a tv show that took place in Karlstad

WE APPRICIATE OUR LIKERS OPINIONS NO MATTER IF IT´S PRAISE OR CRITICS

…IT MEASSURES THE TEMPERATURE

THE MUNICIPALITY OF KARLSTAD ON FACEBOOK TODAY

• 33 pages

• More than 20 000 likers (13 143 on the official page)

• Examples: Karlstad Airport, the city park, Youth Center's

• Average 15,2 comments and posts per day

• Most of the questions concerns streets, roads, busses, spare time

activities and sanitation

THIS IS HOW OURFACEBOOK PAGES SHALL LOOK LIKE

• Profile picture with logo

• Cover picture

• Applications that presentfacts and editors

THIS IS HOW WE DO IT

• Editor in chief (communications department) - Plans, coordinates and educate

• Contact Call Centre - answer the questions and forward to responsible officer- Deletes inappropriate contents

• Answer within 24 hrs.- A communicator on the responsible administration publish the answer

SECURITY

• Only use https://-connection

• Secure password

• Recommendation regarding personal settings

GUIDE LINES

• Think of what you say as a professional

• Don't write anything you wouldn't say face to face

• ”Talk to farmers like farmer do”

• Always verify that you have seen the questions

GOOD EXAMPLES

FAST WAY TO SPREAD CORRECT INFORMATION DURING CRISES

Sunday, 15 000 citizens without water. 30 000 needs to boil their water before they can use it

PICTURES ENGAGE

A LOT OF PEOPLE ANSWER WHEN WE ASK QUESTIONS

130

59

24

7

Good morning! We hope you had a nice weekend. Did you remember to turn off you lights on Earth Hour?

Good morning! We hope you had a nice weekend. Did you remember to turn off you lights on Earth Hour?

PEOPLE WANT TO HELP

A cat was found hungry and frightened in a park…

WE FOLLOW UP AND SHOW THAT WE APPRICIATE THEIR HELP

…the cats owner was found thanks to all our fans.

DELETED CONTENTS

Personal attack on the director of the city planning

administration…

Some people cross the line…

HOW TO DO IT

BE PERSONAL

ENCOURAGE YOUR LIKERS TO CONTRIBUTE

Reporting a hole in the street

BE QUIET AND DON´T INTERRUPT THE DIALOGUE

WRITE ABOUT EVERY DAY STUFF

TALK ABOUT THINGS THAT INVOLVES MANY CITIZENS

Right now we’re cleaning up the streets from sand and gravel…

SHOW THAT YOU LISTEN

DON´T DELETE TO MUCH

Any hot babes in Karlstad up for a date?

Any hot babes in Karlstad up for a date?

We have come a bit closer, we have made

it easier, the municipality feels a bit less formal and more

personal.

Thank you!

Jenny.broden@karlstad.se