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Creating the Enterprise Social Media game plan

Creating the Enterprise Social Media game plan. Social Media/CRM/311 Customers. Agenda. Why Enterprise Social Media? Creating and Structuring the Team Enterprise Components Potential Technologies/Applications Developing Measureable Goals Monitoring Tools Measuring the Impact

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Creating the Enterprise Social Media game plan

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  1. Creating the Enterprise Social Media game plan

  2. Social Media/CRM/311Customers

  3. Agenda • Why Enterprise Social Media? • Creating and Structuring the Team • Enterprise Components • Potential Technologies/Applications • Developing Measureable Goals • Monitoring Tools • Measuring the Impact • Case Studies • Comparative Analysis

  4. Benefits of an enterpriseprogram • Cost savings and efficiency • Improved services • Create workforce efficiencies • Helps develop scalable infrastructure • Enhances transparency • Develops an Open Data platform to share data with citizens

  5. Key Collaboration Features • Outcomes and accountability • Bridging organizational cultures • Leadership • Clarity of roles and responsibilities • Participants • Resources • Written Guidance and Agreements

  6. Enterprise Components • Contact Information • Organizational Information • Processes and Regulations • Neighborhood Information • Policy and Performance • Documents/Forms • Transactional data • Offline Participation Information • Online Interactivity & Participation • Transparency and Accessibility

  7. Participatory Content • Council meeting information • Opportunities to participate in offline events such as hearings or commissions • Grants, training, technical assistance • Volunteer opportunities • On-line opportunities such as blogs, comments forms, electronic town meetings • Opt-in options for RSS feeds, Twitter, email alerts, etc.

  8. Transparency & accessibility • Language availability • ADA compliance • Privacy and security updates • Accessibility to data via on-line search, downloading, and transactional data • Downloadable forms • On-line chat • On-line transactions

  9. Policy Issues • Determine goals and objectives for using social media tools • Bring together a multi-functional team including all stakeholders from communication, legal, technology, HR, and program units • Identify existing policies that apply to the use of social media tools • Discuss conflicts or inconsistencies between proposed and existing policies and procedures

  10. Engagement Continuum Inform Incorporate Consult Collaborate Empower Objectives • Provide info to citizens and assist in understanding it • Secure feedback on analysis, alternatives, and decisions • Work with the citizens to ensure that concerns are understood and considered • Partner with public in each aspect of the decision and providing potential solutions • Place the final decision in the hands of the public Tools • Data sheets, website, open houses • Pubic comments/ meetings, focus groups, and surveys • Workshops and polling • Advisory committee, consensus building • Citizen juries, ballots, delegated decision-making Source: Int’l Assn. for Public Participation (IAP2), 2013

  11. Contact Information Spencer Stern 773.965.1650 #spencerstern1 spencer@sternconsultinginc.com www.sternconsultinginc.com Change Management Blog http://www.govloop.com/profiles/blog/list?user=1l6nclusxlq6q

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