emerging technologies for government communications
TRANSCRIPT
©2011 GovDelivery
Emerging Technologies for Government CommunicationsNC3C Conference, Fayetteville NC.
March 31, 2011
ABOUT ME
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Joseph Porcelli, Director of GovEngage
GovEngage is the professional service group of GovDelivery and GovLoop.
We optimize digital communication and engagement to effectively and efficiently engage stakeholders, fulfill mission
objectives, and save money.
AGENDA
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• Your Questions - My Goals• Gov 2.0 – Government AND Citizens• Data: Why you should be online• Thought Frameworks, Strategy, and Beliefs• My Story• Emerging Technologies• Workflow and Gear• Awesome Examples• The Silver Bullet• Resources• Q&A + Contact Info
YOUR QUESTIONS
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• What is social media, which tools to use when?• How to do and integrate traditional and social media?• How do reach many effectively and quickly?• How do we reach people offline?• How do I convince my manager it’s worth it?• How do we with less money and more demands?• How do we leverage our resources and personnel?• How do I manage and prioritize my day and time?• How do we motivate others and myself?• How do we communicate in plain English?• What should we do when its gets ugly and political?• What do we do with inconsistencies and lack of focus?
MY GOALS
• Share my story• Empower you with new ideas,
tactics, tools, and confidence to move forward boldly
• Get us all one step closer to AMAZING open, participatory government
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Government 1.0
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Government 2.0
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Government & Citizens
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TRANSPARENT : OPEN : PARTICIPATORY
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How the Public Perceives Community Information Systems (Monitor Group)
Surveys in Philadelphia, San Jose, and Macon show that those who believe city hall is forthcoming are more likely than others to feel good about: the overall quality of their community; the ability of the entire information environment of their community to give them the information that matters; the overall performance of their local government; and the performance of all manner of civic and journalistic institutions ranging from the fire department to the libraries to the local newspaper and TV stations.
In addition, government transparency is associated with residents’ personal feelings of empowerment: Those who think their government shares information well are more likely to say that average citizens can have an impact on government.
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DATA: WHY YOU SHOULD BE ONLINE
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PEW: 2000 - 2010
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PEW: BROADBAND ODOPTION
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PEW: LOCAL USERS
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PEW: LOCAL NEW SOURCES
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• 35% of mobile local news consumers feel they can have a big impact on their community (vs. 27% of other adults)
• 65% feel it is easier today than five years ago to keep up with information about their community (vs. 47% of non-mobile connectors)
• 51% use six or more different sources or platforms monthly to get local news and information (vs. 21%)
• 75% use social network sites (vs. 42%)• 15% use Twitter (vs. 4%)
PEW: WHO’S ONLINE
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PEW: WHO’S ONLINE DIGGING DEEPER
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PEW: SOCIAL MEDIA
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PEW: GOVERNMENT USAGE
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PEW: CITIZEN GOV PREFERENCES
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PEW: CITIZENS FIND GOV INFO
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PEW: TYPES OF CITIZEN GOV USERS
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PEW: TYPES OF CITIZEN GOV USERS
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PEW: CITIZEN/GOV RECOMMENDATIONS
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Thought Frameworks and Strategy
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WHAT MATTERS!
Mission Results
Clicks, Opens, Subscribers, Page Views
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METHODOLOGY FORULA Easy
Effectiveness:What is our total
reach?
Engagement:What is the value of
each connection we’re making?
Value Created
Efficiency:What was the total cost of the communication?
Net Value
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QUESTIONS TO ASK YOURSELF
What matters most to my agency and the public?
What are the specific outcomes this program is looking for?
What are realistic contributions that communication can make to
the outcomes?
Improve public health Provide for secure
retirement
More people get flu shots
More people apply for benefits online
Awareness of benefits of flu shots, clinic locations, and free shot programs
Awareness of benefit application form online
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HOW TO MAKE PROGRESS
• Collaborate with others to reach more people• Promote opportunities for stakeholders to signup (through
every interaction on website, call center, etc.) Effectiveness
• Evaluate all outreach and comms spend (offline & online)• Connect channels and content management processes• Automate outreach, where it makes sense
Efficiency
• Engage your programs and other users internally to identify opportunities for communication to drive value
• Ensure that high-value services are promoted and can be started (or completed) online
• Track high-value activities to understand where impacted
Engagement
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MAXIMIZE + OPTIMIZE
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SOCIAL MEDIA CAMPING ANOLOGY
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• Camper = Wordpress/Drupal/Google Sites - Website• Fire Pit = Facebook/Ning - Where people gather to talk• Flares = Twitter/Digg - Drive traffic to your website• Fishing Pole = GovDelivery/Constant Contact – Automate
communications and build your base
STRATEGIES
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Leverage Technology to…• Help them help themselves and help you• Meet people where they are when they have pain and where you can add value• Figure it out together, ask for help, you will get it• Learn and share what you know and help others
Do…• Keep it real and make it fun• Continually ask yourself “what’s missing” • Continually ask your stakeholders “what should we do next”• Be unreasonable and unstoppable
Remember…• Technology can’t fixed botched programs
BELIEFS
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MY BELIEFS:
We (citizens) are more likely to take action in support of our values, visions, and needs when we do so together and with the support of our civil servants.
Social Media is how and where we communicate and collaborate when we are not meeting in person, don't live or work near each other, and during times that are most convenient to us as individuals.
In the spirit of progress and innovation, being transparent decreases risk.
We are satisfied when we are in service to each other as citizens and as empowered and effective civil servants.
We are human beings having a human experience, communicating and collaborating though technology.
We must design, support, and evaluate with this in mind.
MY STORY
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CRIME IN MY NEIGHBORHOOD
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LET’S CLEAN UP
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I JOINED BPD
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I BUILT THE FIRST NEIGHBORHOOD WATCH BLOG
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I WORE A NAMETAG FOR A YEAR
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NAMETAG DAY AT FENWAY PARK
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FIRST POLICE SPONSORED SOCIAL NETWORK
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LIVE STREAM (MTV)
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SERVICE NATION
SOCIAL NETWORKS FOR BOSTON
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HOMELAND SECURITY NETWORK
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SNOW CREW (CITIZEN POWER)
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EMERGING TECHNOLOGIES
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MOBILE APPS – WHERE IS THE BUS?
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MOBILE APPS –AIRPORT DELAYS?
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MOBILE APPS – TAG & SUBMIT!
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QR CODES – QUICK RESPONSE (GOVFRESH.COM)
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GOOGLE GOOGLES
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SEECLICKFIX – Watch Areas
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SEECLICKFIX – Watch Areas
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GROUP ME – FOR FUN + MUCH MORE
SEECLICKFIX – Watch Areas
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LIKEMINDED.org
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LIKEMINDED.org
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LIKEMINDED.org
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WORKFLOW & GEAR
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GOOGLE APPS FOR GOVERNMENT
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GOOGLE ANALYTICS
GOOGLE APPS FOR GOVERNMENT
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GOOGLE APPS FOR GOVERNMENT
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GOOGLE APPS FOR GOVERNMENT
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AWESOME CITY EXAMPLES
Example City Facebook Page
City of Reno, Nevada
What they do well:– Integrate– Useful– Passionate champion
Integrated use of other tools
1. Integrated Use of Other Platforms
2. Useful
Reno discusses local road closures with explanations why. They also respond directly to citizen questions and concerns.
Meet Kristy Fifelski…Manager of City of Reno Facebook page.
She is:
1. Passionate2. Sense of humor3. Helpful4. Fact driven
3. Passionate Champion
Example City Twitter Feed
Birdie NYC: mascot for NYC green initiative
What they do well:1. Fresh/Real/Funny
2. Engaging
3. Creatively Drives Awareness
1. Fresh and Funny
Interacts directly with fans
2. Real and Engaging
Tweets images that drive awareness back to original mission
3. Creatively Drives Awareness
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THE SILVER BULLET
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MY VERY BIASED OPINION
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Problem:
GOVLOOP ROCKS
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Millions of government employees working on similar issues but no safe place to connect and share best practices.
Solution: Online community. Hub to connect disparate conversations/events.
New technology leveraged to collaborate.
GOOGLE APPS FOR GOVERNMENT
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Digital Subscription Management (DSM)
is an automated system that uses email, text messaging and RSS feeds (with integration into social media sites) to notify residents about specific topics when new information is posted to a state’s website.
GovDelivery Maximize direct connections to the public through digital communications
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GovDeliveryStreamlined/Consolidated Collaborative Messaging
Governor Office
DOTEducation Health Environmental Management
Labor EMA
In emergency situations, Mayor/Governor’s office has full
access to all agency subscriber lists and can immediately send an
emergency bulletin.
DMV
Stakeholders
I95 N to Pawtucket delayed/Road
Construction/Statewide highway projects
Flash Flood/Snow Emergency/H1N1
Updates
Full/Part/Volunteering Opportunities- All RI
Employees
Teacher Support/Program Standards/After School Programs
ABC6/WPRIAll Media
Boat Registration/Drivers License Renewals
Health Data & Safety/Diseases &
Conditions/Publications/Flu Shots
Automation = Dramatic Reach with Minimal Time
Fully Automated- Page Watch Automation- Recycle Content- WebServicesSemi Automated- Page Watch Automation
Manual- Bulletin/Newsletter Creator- Send-By-Email
GovDelivery Services Client Admin Time Investment
NOTE: Client resources may be required during setup.
MAXIMIZE + OPTIMIZE
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DATA SOURCES
PEW • Government Online: The 3 “P’s” of Success | GovDelivery• Government Online• How the Public Perceives Community Information Systems• How mobile devices are changing community information
environments• The State of the News Media 2011
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HELPFUL BLOG POSTS
Go to GovEngage.com
We’ve posted a summary of all of the resources I just outlined, how-to blog posts, and a copy of this presentation.
If there is something we can help you with, let’s today or fill out our challenge form online!
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Questions and Answers
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TELL ME WHAT YOU NEED HELP WITH TO STEP UP YOUR GAME!
Joseph PorcelliDirector, GovEngage
@GovEngage
857-222-4420