The document discusses the use of social media by Queensland government departments and agencies. It provides examples of how the Queensland Police Service and the Department of Employment, Economic Development and Innovation have successfully used social media. It also notes some of the challenges of social media adoption for government, such as gaining leadership buy-in and balancing information dissemination with listening to citizens. Breakout groups are encouraged to discuss social media use in their specific areas.

1. Your front door to Queensland Government 13 13 04 www.qld.gov.au + Social Media in the Government Web 2.0 Gov 2.0 Anthony Clark Director, Customer Contact

2. Social Media at Smart Service Qld Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Dilbert take on Social Media Is this the traditional view of Government?

3. Social Media at Smart Service Qld Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Policy and Governance

4. Social Media at Smart Service Qld Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Get Involved

6. 349 consultations

7. Over 200,000 responses

8. 200% growth pa on averageThe rise and rise of Get Involved

9. Social Media at Smart Service Qld Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Facebook

10. Social Media at Smart Service Qld Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Linked In Closed Internal Group

11. Social Media at Smart Service Qld Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Listening and Reporting

12. Social Media at Smart Service Qld Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Still to come Social Media to compliment Service Delivery. How best do we achieve this? Smart Service Queensland does not have a public brand. How do we identify service delivery issues?

13. Current Position Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Social Media in Queensland Government Queensland Police Leading the way! ‘The Queensland Police are world leaders now in the use of social media in disasters’ Queensland Information Commissioner, Julie Kinross in an interview with Madonna King on 612 ABC Brisbane (February 26, 2011)

15. The QPS Facebook page became the trusted, authoritative hub for the dissemination of information and facts for the community and media

16. Large amounts of specific information could be directed straight to communities without them having to rely on mainstream media coverage to access relevant details

17. The QPS quickly killed rumour and misreporting before it became ‘fact’ in the mainstream media, mainly through the #mythbusterhastag in Twitter

18. It provides access to immediate feedback and information from the publicat scenes

19. The mainstream media embraced it and found it to be a valuable and immediate source of information

20. It provided situational awareness for QPS members in disaster affected locations who otherwise had no means of communicationDisaster Management and Social Media – A case study Source QPS Benefits of Social Media in Disaster

22. Social media had a champion in the Executive Director of the Media and Public Affairs branch, who championed its benefits from within the QPS Senior Executive and set the direction for the media and public affairs team

23. Police Media was fortunate enough to have the benefit of a seven month trial in which the team was able to become comfortable with its use and imbed it as part of its daily process prior to the disaster occurring

24. Through circumstances Police Media was able to quickly prove the worth of social media during two major disastersDisaster Management and Social Media – A case study Source QPS Why Did it work?

25. Current Position Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Social Media in Queensland Government Department of Employment, Economic Development and Innovation DEEDI DEEDI launched their first social media channel just over a year ago…… Originally launched to compliment the communication strategy around snapper restriction policy

31. This is a vehicle for customers to drive the agenda for service delivery. Can we respond?Challenges are numerous

32. Your front door to Queensland Government 13 QGOV (13 74 68) www.qld.gov.au Current Position Thank You @ACSSQ | @consultqld | @QGWeb Contact Details http://au.linkedin.com/in/aclark Anthony.clark@smartservice.qld.gov.au