Social media a public sector example: Education & Communities - PowerPoint PPT Presentation

Social media a public sector example: Education & Communities #IPAANSW @traceysen

New opportunities for..... • Listening & engagement • Customer service • Reputation management • Networking • Staff communication • Recruitment • Thought leadership • Corporate storytelling • Consultation • Collaboration and sharing • Marketing

Barriers to engagement • Loss of control • Staff performance • ROI • Brand reputation • Security • Poor understanding However.......

• Conversations are happening with or without us • Staff are accessing social media sites via mobile devices

Governance • More than 65 per cent of private and public sector organisations have no specific policies or guidelines in relation to social media use by employees. • 23 per cent of organisations have no social media policy or guidelines for employees at all. • 67 per cent of organisations provide no training for employees using social media in relation to work. Source: Social Media Strategy and Governance, Australian Centre for Public Communication, Sept 2011 Jim McNamara (UTS)

• Key words • Radian6 • Google Reader • Google news and alert • Socialmention • Tweetbeep • Backtype • Wordtracker

• Be honest and transparent • Be authentic • Show a human face – name the bloggers • Relate to audience – talk from experience • Own up to a mistake (quickly) • Contribute to the conversation • Be inclusive • Be relevant, timely and useful!

controlling the ‘conversation’ is impossible!

Dealing with criticism • Don’t delete or censor (makes it worse and they’ll just take the conversation elsewhere) • Listen • Respond appropriately • Work on solutions collaboratively Good reference: US Air Force Response Chart

• www.det.nsw.edu.au/socialmedia - Policy, guidelines, education booklet and instructional videos