Social Media for Local Government Agencies Indiana LTAP IT Workshop, Fall 2014
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1 Social Media for Local Government Agencies Indiana LTAP IT Workshop, Fall 2014
2 What is Social Media? Platforms for Two-Way Engagement and Communication with Community Members. The key is to encourage and sustain conversations!
3 Why Should Your Agency Use Social Media? Source: Social Media Update 2013, PEW Research Center Communicate where the community members are!
4 Why Should Your Agency Use Social Media? Some 73% of online adults now use a social networking site of some kind. Despite recent growth by services such as Pinterest and Instagram, Facebook remains the dominant social networking platform. Facebook and Instagram exhibit high levels of user engagement: A majority of users check in on a daily basis. Source: Social Media Update 2013, PEW Research Center
5 Why Do Indiana Agencies Use Social Media? It gives us a convenient and easy way for those who are paying attention to shoot a question and get an answer back in a personal way. This accessibility helps them have a better appreciation for us and recognize that we re not some nameless, faceless mass taking care of the roads, but their neighbors and friends. --Kevin Russel Harrison County Engineer
6 What Social Media Platforms are used by local government agencies?
7 Social Media Platforms: Facebook Create a page that will be liked by other Facebook users. Like, Share, and Comment. Daily posts are ideal (though not required). Post links to articles, webpages, videos. Facebook loves pictures!
8 Social Media Platforms: Twitter Microblogging site. Posts ( tweets ) are limited to 140 characters. Accounts receive followers. Retweet and Favorite. Fast moving site. Several posts daily are ideal. Post links to articles, webpages, videos.
9 Social Media Platforms: YouTube Video uploading site. Post videos to channels. Create playlists of recommended videos. Viewers subscribe to channels to receive updates on new videos. Videos can easily be embedded to websites, electronic publications, presentations.
10 Social Media Platforms: Instagram Photo-based site. Upload photos, add filters and captions. Add Friends. Like and Comment upon photos. Designed primarily for smartphone use. Grambler (
11 Social Media Platforms: Pinterest Pin photos and videos to Boards. Photos and videos can be your own uploads, or content loaded from a website. Re-pin items from another s board. Follow Boards, Like and Comment on Pins.
12 Before You Get Started: The Hashtag A.K.A The Pound Sign Signifies a searchable key word Know what hashtags exist, and use them. #throwbackthursday Source: The Digital Elevator, 10 Reasons Why You Should Use Hashtags and Where
13 Before You Get Started: Social Media Policy Your social media policy should be listed on each social media site and clearly state inappropriate material. Examples: Unrelated comments Support for campaigns or ballots Profane language or content Discriminatory and sexual content Advertisements Support for illegal actions Public threats to safety
14 Before You Get Started: Social Media Policy The Trolls vs. First Amendment Rights Freedom of speech still applies, even on social media sites! Be careful about removing content. Do not remove a post/comment simply because it is negative. Document all removed content.
15 Before You Get Started: Social Media Policy From the State of Utah s social media policy: If user content is positive or negative and in context to the conversation, then the content should be allowed to remain, regardless of whether it is favorable or unfavorable to the State. If the content is ugly, offensive, denigrating and completely out of context, then the content should be rejected and removed. Notice the key words! Notice the conditions! Source: Institute for Local Government, Social Media and Public Agencies: Legal Issues
16 How to Use Social Media? YouTube Channel: GovGirlBlog
17 Ideas for Social Media Content Crime Prevention and Police Assistance 10 Ways Local Government Can Use Social Media, CivicPlus Blog
18 Ideas for Social Media Content Emergency Alerts and Severe Weather Updates
19 Ideas for Social Media Content Activities and Class Registration 10 Ways Local Government Can Use Social Media, CivicPlus Blog
20 Ideas for Social Media Content Town Hall and Council Meetings 10 Ways Local Government Can Use Social Media, CivicPlus Blog
21 Ideas for Social Media Content Public Service Announcements 10 Ways Local Government Can Use Social Media, CivicPlus Blog
22 Ideas for Social Media Content Construction Updates and Road Closings 10 Ways Local Government Can Use Social Media, CivicPlus Blog
23 Ideas for Social Media Content Community Building 10 Ways Local Government Can Use Social Media, CivicPlus Blog
24 Ideas for Social Media Content Job Openings 10 Ways Local Government Can Use Social Media, CivicPlus Blog
25 Ideas for Social Media Content Economic Development 10 Ways Local Government Can Use Social Media, CivicPlus Blog
26 Getting On Board: Facebook YouTube Channel: GovGirlBlog
27 Social Media Success Stories Facebook Brimfield, Ohio. Community Population: 10,500. Facebook Likes: 160,000+
28 Social Media Success Stories YouTube YouTube Channel: Town of Fishers
29 Social Media Success Stories Instagram
30 Social Media Success Stories YouTube (& Twitter) Takin It to the Tweets! YouTube Channel: CityofCollegeStation
31 Responding to Negative Feedback
32 Responding to Negative Feedback Your community has faced exceptionally severe winter weather.
33 Responding to Negative Feedback Your community has faced exceptionally severe winter weather. You keep your Facebook page updated with posts regarding the street crew s plowing progress.
34 Responding to Negative Feedback Your community has faced exceptionally severe winter weather. You keep your Facebook page updated with posts regarding the street crew s plowing progress. Many citizens respond with critical comments, upset with road conditions and school closures.
35 Responding to Negative Feedback Your Response: a) Continue to address concerns with the best information you have available, and/or direct frustrated citizens to the department best able to answer their concerns.
36 Responding to Negative Feedback Your Response: a) Continue to address concerns with the best information you have available, and/or direct frustrated citizens to the department best able to answer their concerns. b) Fight fire with fire and respond with accusations of your own, demanding who is to blame for closures in neighboring counties and states and hounding citizens to provide business solutions of their own to solve the problems.
37 Evaluating Your Social Media Efforts Facebook Insights Reports on: Likes (Total to Date, Net Likes, Where Likes Came From) Reach (Post Reach, Likes Comments Shares, Total Reach) Visits (Page and Tab visits, External Referrers) Posts (When Fans are Online, Post Types, All Posts Published) People (Fan Demographics, People Reached, People Engaged)
38 Questions?
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