Engagement: lessons from the front line

Me

What is ACMA?

No More Department Store Thinking

Don’t make this mistake

No Digital White Elephants

acma.gov.au

Go to Where the Crowd Is

Old IdeaNewer Idea

USER ENGAGEMENT

Users want it however, wherever, whenever

=

Mobile, Mobile, Mobile !

Plan for the Post PC world

Mary Meeker 2011 Internet Trends

It is not all about

technology

Targetedcontent

I want to be an astronaut

Based on real needs and wants

Useful, Delightful and Surprising

And an engaging user experience

A journey to a new destination

The Gov 2.0 way

• Agile• Beta• Iterative• Innovative• Open• Risk taking• Permissive

Learning to play in a less certain world

Innovation Platform

engage.acma.gov.au

Total Cost = $5099 per year

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

Adopt the new paradigms

• Databases• Themes• Workflow• Frameworks• Embedded• Related/Semantic• Distributed• Cloud• Taxonomy

Where to from here

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

Web as a social platform

Use DM tool sets

• Automated marketing• Outreach• CRM• Segmentation• List scoring• Campaign management• Community building

How do we get real participation?

Digital elites talking to each other?

Arab Spring

Vodafail

Occupy Wall St

Listening and REACTING!!!

Gov 2.0 is a one way trip