Download - Social media for service delivery
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Social Media 4 Service DeliveryIan Goodman
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Digital Service delivery• Self-help solutions
• Smart Assistants
• Online assessments
• Live Chat
• Mobile device apps *
• Social Media *
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ICE BREAKER• Name, job, one thing from today
• Questions you may have?
• Using social media to connect with socially, financially, digitally disenfranchised clients?
• Impact on the way we deliver services?
• Examples of advice organisations using social media?
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#1.WHATIS
SOCIAL MEDIA?
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“ Social media…is about pursuingrelationships and fostering communities.
Paul Adams, Googlehttp://thinkoutsidein.com/blog
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Social media just now reached such a critical mass, it’s too hard to ignore.
You don’t want to be ‘that guy’ who refuses to adapt to change and loses touch with reality.”
JuliaRoyhttp://juliaroy.com
“
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Social media is the vehicle by which men have finallydecided it’s cool – andvaluable – to open up,share, make friends andhave conversations. (Women have know this for eons.)”Diane Hessanhttp://Communispace.com
“
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Social media is online media that starts conversations, encourages people to pass it on to others, and finds ways to travel on its own.Idealwarehttp://www.idealware.com
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Photo: flickr.com/photos/briansolis/
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#2.WHY DOWE NEED
SOCIAL MEDIA?
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Why social media• huge and still growing
• cost-effective way to engage
• complements your existing comms
• Driving traffic, increasing supporters
• effective at some things, less effective at others
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....if Facebook were a country, it would be the third most populated in the world, ahead of the United States.
Only China & India are more populated
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The proportion of women aged 18-34 who check Facebook when they first wake up – even before going to the bathroom.
ONE-THIRD.
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http://ansonalex.com/infographics/facebook-user-statistics-2012-infographic/
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27 MILLION.The average number of “tweets” per day on Twitter.
THAT’S 8X LAST YEAR’S VOLUME.
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24 HOURS The amount of video uploaded to YouTube every minute.
THAT’S MORE THAN DOUBLE LAST YEAR’S VOLUME.
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4 BILLION.
THAT’S 13X MORE THAN THE LIBRARY OF CONGRESS.
The number of images hosted on Flickr.
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NINETY-FIVE.The percentage of US companies using LinkedIn to find and attract employees.
59% use Facebook and 42% use Twitter.
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#3.WHAT ARE WE TRYING TO
ACCOMPLISH?
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•Define social media goals
•Define your audience
Over to you…
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#4.SOCIAL MEDIATOOLS & HOW THEY
MIGHT HELP
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• Driving traffic to website
• Moving people to take action – advocate, volunteer
• Less success with direct fundraising
• Resource: min. 2 hours per week
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• Connect with like-minded organisations and people
• Cultivating new connections
• Huge reach, quickly
• Resource: min. 2 hours per week
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Online video• Video can be compelling
• Start conversations, spreading the word, hosting user content, host a video channel
• Driving traffic to your website
• Resource: min. depends on what you plan to do
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www.youtube.com/watch?v=wkbiUrhmNCE
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Flickr
• Tells a story and moves people to take action
• Driving traffic to main website
• Resource: min. event specific, but new content helps
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LinkedIn• Recently passed 100m users
• Professional networks
• Connecting with like-minded people
• Good fit for those supporting people in their jobs
• Resource: min. 2 hours per week
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FourSquare• Location based
• Crowd sourced
• Driving traffic, both online and in person
• Building personal relationships
• Spreading the word
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Other tools
• Google+ - grown quickly, non-profit potential unclear
• Ning – start your own online community (NAVCABoodle)
• Blogs – content is everything
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#5.MOBILE APPS
& ADVICE
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#6.CHOOSING TOOLS TO
MEET OUR GOALS?
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Common Goals• Fundraising - promoting existing campaigns, engaging
supporters, clients, funders
• Advocacy – taking action, educating, thanking and celebrating
• Volunteering – conversation and community, reach new volunteers, celebrate current volunteers
• Events – promotion, during the event, post-event
• Online promotion and outreach – driving traffic, building lists (pledges, petitions), viral content
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#7.WHAT AREOUR SOCIAL MEDIA
BARRIERS?
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5. BarriersBARRIERS TO USING SOCIAL MEDIA…
•Skills
•Capacity
•Change factors
•Social media tools
•Strategy
•Inclusion of digitally excluded
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Which tools?
Goal #1 Goal #2 Goal #3 Content:how easy will it be for you to produce the necessary content?
Expertise:how easy to get staff up to speed?
Total Rank
Youtube
Hours per week you can commit to social media
Max. number of social media channels you can support
2
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Where to next…?
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Digital Story Telling http://ictknowledgebase.org.uk/digitalstorytelling
Social Media Planning Guideswww.idealware.org/
Common Craftwww.commoncraft.com
SocialSource Commonshttps://socialsourcecommons.org
Where to start…
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Twitter @LasaICT
Lasa ICT Knowledgebasewww.ictknowledgebase.org.uk
Monthly e-bulletinwww.lasa.org.uk/publications/ict-publications/
Eventswww.lasa.org.uk/ict/lasa-technology-events-and-conference-programme-2012/
Stuff Lasa does
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Credits
This presentation is remixed and adapted from “What the F**K is Social Media” by Martha Kagan of espresso.com under Creative Commons Licence Attribution-Non-Commercial 2.5, and added to with nuggets of our own received wisdom (yes, really).
All images are from iStockphoto.com unless otherwise acknowledged.
http://creativecommons.org/licenses/by-nc/2.5/