Facebook in the public sector Getting senior management buy-in

1. Facebook in the public sectorGetting senior management buy-in Darren Caveney I 14 March 2012

2. Getting senior management buy-in How often are you having to make the case for using social media?

3. Getting senior management buy-in Really, there are barriers?

4. Getting senior management buy-in So, how do we turn that around and get buy-in?

5. Getting senior management buy-in “what we need is a plan” Here’s one…

6. Getting senior management buy-in Seven-point business case… 1. Talk in senior management language… • Don’t prattle on about social media • Talk about ‘delivering digital engagement’ • Talk about innovation • Talk about customer experience • Talk about channel shift • Talk about VFM and ROI

7. Getting senior management buy-in Seven-point business case 2. Be strategic, not tactical • Position social media as a strategic solution, not just a tactical tool • It’s not about social media – it’s about engaging customers • It’s a ‘marketing-led’ approach to business: It’s what many customers want, expect, demand

8. Getting senior management buy-in Seven-point business case 3. It’s about the metrics - The numbers are compelling and undeniable • If Facebook were a country… yeah, yeah, yeah • Need to make it local and relevant • 50% people now follow ‘brands’ on social media* • 36% users post brand related content* *Source: thesocialskinny.com

9. Getting senior management buy-in Seven-point business case 4. What’s the story… • Talk up the opportunity to tell your organisation’s story • Paint a picture, create a narrative • Be human, be open • And anyway, why rely on a newspaper to tell your story?

10. Getting senior management buy-in Seven-point business case 5. Reputational benefits • Positioning • Access • Conversation • Learning • Perception is that public sector is poor – actually, there are some exemplars in social media

11. Getting senior management buy-in Seven-point business case 6. The world has changed • Do we really want to get left behind? • Press releases to newspapers which are going out of business… • Where will your organisation be in 5-years time if you don’t embrace and engage?

12. Getting senior management buy-in Seven-point business case 7. Don’t be afraid to remind them…

13. Getting senior management buy-in Facebook and social media isn’t just for geeks…

14. Getting senior management buy-in Five ‘don’ts’ (to sell to your management team…)

15. Getting senior management buy-in Five ‘don’ts’ • Don’t spend months organising a social media group and trying to get everyone into a room on the 12th of never…

16. Getting senior management buy-in Five ‘don’ts’ 2. Don’t spend months writing a complicated social media strategy

17. Getting senior management buy-in Five ‘don’ts’ 3. Don’t forget your ‘helicopter view’ – strategic, not tactical

18. Getting senior management buy-in Five ‘don’ts’ 4. Don’t forget your staff…

19. Getting senior management buy-in Five ‘don’ts’ 5. Don’t do what you’ve always done before – innovate, evolve…

20. Getting senior management buy-in Five ‘do’s’ (to sell to your management team…)

21. Getting senior management buy-in Five ‘do’s’ 1. Do share yourobjectives & outcomes

22. Getting senior management buy-in Five ‘do’s’ 2. Do understand and manage expectations…

23. Getting senior management buy-in Five ‘do’s’ 3. Do keep selling the opportunity to engage with your residents, your customers and your staff…

24. Getting senior management buy-in Five ‘do’s’ 4. Do point out that it is no longer possible to ‘control the message’

25. Getting senior management buy-in Five ‘do’s’ 5. Do create a campaign that can galvanise and provide a kick-start…

26. Getting senior management buy-in The best plans are the simple ones… Agree what you want to be famous for… keep it simple, stick to it, work together, make it happen

27. Getting senior management buy-in So, it’ll be easy now, yes? Not necessarily. What else can we do to convince the powers that be…

28. Getting senior management buy-in Five tactics that work (and are simple… ) • The Bear Trap • Try something small, keep it to yourself… • Get yourself a friend, a supporter, an advocate, a sponsor • If you have to pitch your proposal – pitch it to someone who can say ‘yes’ • BUT – you may only get one chance to pitch, so get it right

29. Getting senior management buy-in They still won’t listen… So, get some help - invite someone external to talk to your senior management team

30. Getting senior management buy-in And don’t forget one of the greatest selling points of all… It’s flipping FREE… You are not asking for money

31. Getting senior management buy-in And ask them straight: - Do we trust our staff? - Do we want to empower them? - Aren’t they our greatest asset? So let’s provide the tools to deliver.

32. Getting senior management buy-in When things go wrong:

33. Getting senior management buy-in When things go wrong… Do make it absolutely clear that if things do go ‘wrong’, they must not close it all down. That would be a huge mistake, A risk.

34. Getting senior management buy-in So, what next… Senior managers like strategies… Here’s an effective social media strategy: JFDI How many big strategies do you already have and how effective have they all been?

35. Getting senior management buy-in So, what next… If you win that battle, they’ll make you write a detailed protocol… Is that necessary?

36. Getting senior management buy-in No – social media guidelines in 140 characters

37. Getting senior management buy-in Let’s recap - You may need a business case - You need a plan, a vision - Simple is often best… - You have some tactics to make it fly • You have help/support out there • Be brave – don’t be afraid to challenge

38. Getting senior management buy-in thanks for being social

39. Questions? Panel session www.comms2point0.co.uk Twitter: @comms2point0 Twitter: @darrencaveney Photo credits – US National Archive