A presentation on how social media is being used in local government in Australia, the lessons learned so far and what the future holds.

2. •
•
•
•
•
•
•
•

3. •
•
•
•

4. •
•

5. •

6. People Needs
Who are you Serving? Where are they?
What Drives them to Engage with you?
Influencers Local
Local Residents Employees
Residents Employees Business
Businesses
Mission Vision
Why We Exist Strategic Goals Core Values
Financial Sustainability
Improved Customer Service – more support at no
Lower Costs More Efficient Processes
additional cost
How We do It
Communicate
Listening
Make (Services delivered) Talking (Informing)
Supporting
Supporting Activities Energising/engaging
Building Blocks
People (internal) Standards & 6
Data and Policies Technology Finance
Leadership Social Media Policy (Tools) (Budget)
Culture
Information Response Guide
Skills +Training Risk Mgmt

7. Commitment and
Leadership Steering
Group Workshop:
Vision, People, Objectives, Ideas, Strategy,
Action Plan
(Review after 12 months)
Adopted by
Y/N business:
8 Week Cycle
Person Responsible
3 Groups
8 Week Cycle Research, Meetings, Workshops
and One Page Plan
Ideas Business Case for each tool
(Prioritised) Present
- Social Media
Policy
- SM Awareness
Y/N and Training
Working
Group (cross- - Facebook
dept) -CEO Blog
--Mayoral Blog
- Twitter
Y/N - Yammer
8 Week Cycle 8 Week Cycle
Y/N

8. •
•

15. •

18. http://youtu.be/1Det96S0r1U

22. A Practical Example – Brimbank
BRIMBANK CORPORATE SOCIAL MEDIA
SYSTEMS ENVIRONMENT
Tell Brimbank
Confirm (Custom App)
(CRM) Twitter
Facebook
Single Customer View
(Customer Understanding)
Social Media
Interactions

23. A Long Term Example
MapInfo + Unstructured Structured
CRM Asset Web ACAD Official
EMERGENCY
(Call Man Based ArcView + 3D Public Forum Future Twitter
Neat
Services
Centre) System GIS (Analysis/Design Website Custom Streets
Apps
) Blogs Facebook App Snap Send
Other Public
???? Solve
& Private
sector
including
LISTENING TO AGGREGATING SOCIAL Mapping
UNSTRUCTURED MEDIA FOR INCLUSION Agencies
DIALOGUE ACROSS THE INTO CORPORATE
WEB SYSTEMS
INTEGRATION LAYER (Web 2.0)
Web
Web Services Library (Data & Maps)
Services
Database Views (Data & Maps)
MapInfo Name and
Editing Asset Data Address CRM Data Public &
Software Register Private
Social Media Sector
GIS Data Data Information
CRM Data Asset Data GIS Edit
SQL database SQL database SQL Database Services
Database Management Software
(transactional) (transactional) (transactional) SQL Database (Corporate Data
Warehouse)

24. •
•

25. •
•
•
•
•
•
•

26. • •
• •
• •