The document discusses using social media to improve service delivery for citizens. It outlines a 3 pillar social media strategy including researching the audience, engaging with relevant content, and integrating and measuring activities. Key aspects are engaging the citizen, monitoring conversations, responding to feedback, and measuring the depth of relationships rather than just numbers. The goal is to put the citizen at the center and use social media as a continuous cycle of communication to improve services.

1. Using social media
DEPARTMENT OF BUSINESS AND INNOVATION
to improve
service delivery

2. What is BVO?
Events and workshops
Information portal
Step by step guides
Videos and case studies
Newsletters
Industry referral services

3. How do we engage?
Offline Programs Social Media
e Updates
Citizen
BV Website
Blogs
Webinars
Forums
Videos

4. Social Media Structure

5. Pillar 1
Research target audience
Identify best practice
Establish channels
Identify partners
Develop content strategy
Develop content guidelines

6. Pillar 2
Engage with audience
Build communities
Publish relevant content
Develop content map
Schedule content
Test activities
Seek and respond to feedback

7. Pillar 3
Integrate activities
Repurpose content
Publish and promote through channels
Moderate, monitor and measure

8. Critical success factors
1. Engage 2. Monitor
3. Respond 4. Measure

9. Implementing the strategy
Social media needs
a strategy.
Citizen
Here’s what we did.

10. Put the citizen at the centre,
improve service delivery
Activities:
Polls and surveys
FB Group and Page
Tweets and retweets
Video and rich media

11. Engage
What:
Schedule content from multiple sources
Write, repurpose, publish and curate useful content
Participate in conversations, ask and answer questions
Consider the network an extension of your peer group
How:
Dedicate resources - this is not an automated process
Aggregate and manage using a dashboard, i.e. Hootsuite

12. Monitor & Respond
Implement Develop tone
guidelines
Listen
Reply
Monitor & Respond
Offer solutions
Respond
Ask questions
Contribute

13. Measure
Use available tools and inbuilt data gathering:
Hootsuite Analytics
Facebook, YouTube and Google Analytics
Regularly monitor new developments in this evolving space
Measure the depth and value of relationships, not sheer numbers

14. Engage again
How:
Undertake new activities,
new conversations
Social media is a continuous
cycle of communications
Continuity, relevance and
being plugged-in is key

15. Measuring relationships
Social media cannot be measured
by numbers alone
Depth and complexity of interactions
Value each participant gains
Sentiment and buzz generated
Reach and span of the network
Business outcomes achieved

16. Measuring relationships
Social media = meaningful
online relationships