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19112013 ifc-social-media-webinar
1. The Rise of Social Media and its
Implications for the Public Sector
Graham Hadingham
Date: 19th November 2013
Location: IFC Webinar
Presentation Title
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2. In-Form Consult (IFC)
About us
In-Form Consult (IFC) is a leading independent information management consultancy that helps businesses transform
their information into a more valuable corporate asset, and in turn creates new business realities. Our impartial
solutions help you solve your information management needs whilst improving policy, process, and procedure.
Through consultancy, technology, training, and resourcing, we can help you reduce cost, minimise risk and increase
the value of your information.
Consultancy
Resourcing
Training
Tools
Support
We are recognised across Europe for leading innovation and contributing to improved practices and
standards in the field of corporate information and records management
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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3. Some of our Public Sector Clients
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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4. Contents
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Defining Social Media
The scale of the problem
UK Public Sector state of play
The Social Enterprise
Generation Y in the workplace
Some thoughts
Conclusion
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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5. Defining Social Media
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The term Web 2.0 is commonly associated with web applications which facilitate
interactive information sharing, interoperability, user-centred design and
collaboration on the World Wide Web. Examples of Web 2.0 include web-based
communities, hosted services, web applications, social-networking sites, videosharing sites, wikis, blogs, mashups and folksonomies.
Web 2.0 = Social interaction tools on the WWW
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In a report written for Association for Information and Image Management
(AIIM) Enterprise 2.0 is defined as "a system of web-based technologies that
provide rapid and agile collaboration, information sharing, emergence and
integration capabilities in the extended enterprise" (Carl Frappaolo and Dan
Keldsen)
E2.0 = Web 2.0 tools, used inside the enterprise
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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6. The Scale of the Problem
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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7. Or to put it another way
Despite the confusion and
proliferation, we can
simplify this into three
main areas of focus
• Public
• Corporate
• Internal
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Presentation Title Media and its Implications for the Public Sector
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8. Some Statistics
Facebook has over 1.5 Billion users
logging in every month
They post over 300 Million pictures a
day and create 0.5PB of additional
content
Current growth is over 180PB per
year
There are now 15 Million businesses
with a Facebook page
Twitter has over 500 Million users
although not all active
Nearly 90% of tweets are now created on
mobile devices
Linkedin now has over 238 Million
members including businesses
80% of businesses use it as their first
point of call when recruiting
YouTube is the second largest search engine on the planet
Over 1 Billion Users with 4 Billion views per day
More than 100 Million Videos online
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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9. Just a few more stats
• Tumblr – 109 Million Blogs
and over 216 Million visitors
• WordPress – 66 Million Blogs
• There are more than
200,000,000 blogs
• 34% of bloggers make
comments on brands,
products & services
• 78% of consumers will trust
peer recommendations
– Only 14% of consumers will
trust advertising!
Amazon 144 Million Accounts
Badoo 172 Million Users
Bebo 30 Million Users
Dropbox 200 Million Users
Flickr 87 Million Users
Gmail etc 425 Million Users
Groupon 42 Million Users
iCloud 300 Million Users
iTunes 435 Million Accounts
SkyDrive 250 Million Users
Skype 300 Million Users
SlideShare 50 Million Users
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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10. So where is the UK Public Sector?
GOV.UK
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24 Ministerial
Departments
21 Non
Ministerial
Departments
332 Agencies
and Other
Bodies
12 Public
Corporations
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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12. Health & Emergency Services
• NHS – NHS Direct App for mobile – access to health
advice on the go
• Police – More than 1Million people now follow Police
twitter accounts across the UK
• London Fire Brigade credits social media with cutting
fires - has more than 66,000 followers on Twitter and
Facebook.
• Many leaders and others in these sectors tweet, blog
etc.
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Presentation Title Media and its Implications for the Public Sector
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13. Local Government in 2012
• 187 Official Twitter Accounts
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13 in Scotland
12 in Wales
1 in Northern Ireland
161 in England including 28 of 32 London Boroughs
Over 80% of Local Authorities on Facebook
Nearly 40% on Flickr
28% have blogs
YouTube, Pinterest, and other sites as well
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Presentation Title Media and its Implications for the Public Sector
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14. But…..
• 1/3 of LA’s have no Social Media Policy
• Some organisations block access except for the
‘permitted few’
• ¼ of LA’s only use Social Media for outbound
communication
• Central government lags 10 years behind the
commercial sector in the use of Social Media
• Whilst over 40% of Public Sector bodies monitor
blogs, only 28% use them
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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15. Some Risks
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Monitoring what is said – approval process?
Who can speak for your organisation?
Trolling and arguments – online abuse
Misuse of information – out of context
Mistakes will happen – accept it
Media feeding frenzy – everyone loves a scandal
Keeping control can be complex
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Presentation Title Media and its Implications for the Public Sector
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16. Numerous advantages
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Broadcasting – let people know what’s happening
Listening – ask people their opinions
Building communities – inclusive, engaging
Do it online – pay parking, rent, etc….
Cost reduction through technology
– a 2012 SOCITM study across 120 local councils estimated
that the cost of contact for face to face transactions
averages £8.62, for phone £2.83, but for web only 15
pence
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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17. The Social Enterprise
• The growth of SharePoint – who doesn’t use it?
• Brighton & Hove, Walsall and LB Lambeth using
Yammer (a business version of Twitter)
• Next generation collaboration tools e.g. Huddle
(DCLG, Surrey CC, Devon CC, Dorset CC, LB Brent to
name a few)
• It’s about breaking down our work silos
• It’s about sharing information
• It’s about working smarter
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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18. The Future is Already Here
• The Royal Borough of Kensington and Chelsea has created the
RBKC Local Services app for Android, Blackberry and Apple
systems.
• People using the app will be able to report issues including
broken pavements, graffiti and broken parking meters.
• Residents who use the app can register their name or remain
anonymous.
• Councillor Joanna Gardner said: "As the app is in real time it
also means that our officers will be able to deal with problems
far quicker than was the case previously."
• The app can also be used to check progress on issues and look
up information on the move
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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19. Book your Driving Test on the Bus
• DSA App is now
interactive
• Currently 23% booking via
mobile device
• 27% rearranging by
mobile device
The Rise of Social
Presentation Title Media and its Implications for the Public Sector
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20. The Y Generation in the Workplace
• The Y generation have grown up with the advances
in technology
• They are ambitious
• They expect workplace tools to reflect their world
• Email is old fashioned and irrelevant
• Online learning and webinars replace training
courses
• They are masters of mobile devices and 24/7
connectivity
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Presentation Title Media and its Implications for the Public Sector
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21. The Challenge for Records Managers
• When does something ‘social’ become a record?
• Volume, velocity, variety are increasing
• What tools are available to them capture this
information?
• Should Records Managers be involved in Social
Media policy?
• The tools come and go and the formats may change,
but we need to keep records regardless
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Presentation Title Media and its Implications for the Public Sector
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22. What Does It All Mean?
• People today want to be connected wherever they
are, whenever they want
• The Public Sector has made great strides in terms of
adoption particularly for public facing services
• Perhaps more effort required internally to leverage
new technology in some areas
• Records Managers need to become Social Media
leaders
• It’s here to stay and the time is now
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Presentation Title Media and its Implications for the Public Sector
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23. Further Reading etc.
• BDO – “From Housing & Litter to Facebook & Twitter”:
http://www.bdo.uk.com/library/social-media-within-localgovernment
• Public Sector Customer Services Forum (PSCSF) – arguments
both for and against: http://www.pscsf.org.uk
• “An Overview Study Of Twitter In The UK Local Government”:
http://www.iseing.org/tgovwebsite/tGovWorkshop2012/CRC
2012/CRC%2010/t-Gov_Panagiotis.pdf
• Twitter, emergency management, UK local government,
especially during the 2011 riots:
http://blogs.lse.ac.uk/politicsandpolicy/archives/29135
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Presentation Title Media and its Implications for the Public Sector
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24. Further reading etc.
• Cogitamus: “Current use, future trends and
opportunities in public sector social media”
http://www.nhsconfed.org/AboutUs/Pages/social-media.aspx
• Government Digital Service
http://digital.cabinetoffice.gov.uk/
• Social Media for Dummies - Lisa Rodrigues, chief
executive of Sussex Partnership Foundation Trust.
http://m.hsj.co.uk/5047834.article
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Presentation Title Media and its Implications for the Public Sector
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25. Thank You – Any Questions?
Graham Hadingham
Hadders64
07944-669633
graham.hadingham@inform-consult.com
www.inform-consult.com
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Presentation Title Media and its Implications for the Public Sector
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