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Getting Started with Social Media

Lessons from the City of Ottawa (Canada)

Mark Faul

on 14 January 2011

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Transcript of Getting Started with Social Media

Double click anywhere & add an idea Getting Started with Social Media:
Lessons from the City of Ottawa Mark Faul
Program Manager, E-Media
@citymark City of Ottawa: Quick Facts Population 900,000
Over 2000 sq miles
Almost 80% area rural
77% of adults in Ottawa use Internet Municipal Gov’t:
Quick Facts The City employs about 17,000 people (FT/PT)
Over 100 different business lines, with 1000’s of different services no social media use at the City
risk averse culture
limited understanding of web 2.0 & social media
especially business application of social media E-Media
team formed 7 team members
Strategic planning - public & internal websites
Accessibility, publishing standards, usability, design
Customer-centric information & services on the web
Web 2.0/social media part of our mandate
Innovation centre http://www.flickr.com/photos/jliba/4487085485/ Service
Excellence Corporate focus - improved client services (residents, businesses, visitors)
Customer-centric website (IA Design; Usability) – social media / web 2.0
Customers engage the City more interactively; more dynamic, relevant information; personalized information & services; public-private partnerships; etc Research – Business Case Compiling Findings/Arguments: (Business Case Development)
Best Practices from other organizations – especially other Cities (Melbourne City Planning Wiki; Privacy Commissioner’s Blog; Province Ontario using Second Life Recruitment)
Growing number of examples over the years
Potential of Social Media – cultural change, collaboration, transparency, public engagement, etc Organizational change Behavioral change – way people work, willingness to share, be seen
Business process change – methods, approaches
Technology change – tools, platforms, environment (open source)
Management support Awareness Building Web 2.0 seminars – blogging, wikis, interactive mapping, social media PR campaigns
Web 2.0 fact sheets
Social media travelling roadshow Demonstrate Value &
Generate Excitement Piloting - E-Media Blog, Wiki, Yammer
Corporate RSS, Twitter
Getting others started – iGoogle; Public Health Twitter (H1N1), RSS, Yammer, Wiki
Showcasing tools to others Set the Rules Social media policy
Guidelines and best practices
Working groups on social media integration/use
How-to guides Future Directions New technologies
Mobile computing
Mobile workforce
Mobile web Takeaways Research – become an expert
Build a business case
Increase awareness
Develop guidelines
Support from top & bottom
Foster relationships
Opportunistic http://www.flickr.com/photos/bonguri/128765190/ http://www.flickr.com/photos/jtkoss/504952412/ http://www.flickr.com/photos/silvertje/3582297307/ http://www.flickr.com/photos/happybef/4424264430/ http://www.flickr.com/photos/captaintim/3117409726/ http://www.flickr.com/photos/tutuwon/2312496252/ http://www.flickr.com/photos/mseckington/3219015004/ http://www.flickr.com/photos/davepatten/332975704/ 2008 http://www.flickr.com/photos/kasiaflickr/489246505/ PEOPLE! Understanding behaviours, wants, needs, desires
Cultivating Creativity http://www.flickr.com/photos/therefore/19256103/ http://www.flickr.com/photos/m-c/100057424/ Today RSS
Blogs (internal)
Wikis (internal)
Yammer (internal) http://www.flickr.com/photos/matthamm/2945559128/
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