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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 - PowerPoint PPT Presentation
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CREATING THE ENTERPRISE SOCIAL MEDIA GAME PLAN
September 2013
© Stern Consulting, LLC 2012 2
3© Stern Consulting, LLC 2012
SOCIAL MEDIA/CRM/311CUSTOMERS
4© Stern Consulting, LLC 2012
AGENDA
Why Enterprise Social Media?Creating and Structuring the TeamEnterprise ComponentsPotential Technologies/ApplicationsDeveloping Measureable GoalsMonitoring ToolsMeasuring the ImpactCase StudiesComparative Analysis
5© Stern Consulting, LLC 2012
BENEFITS OF AN ENTERPRISEPROGRAM
Cost savings and efficiency Improved servicesCreate workforce efficienciesHelps develop scalable infrastructureEnhances transparencyDevelops an Open Data platform to share
data with citizens
6© Stern Consulting, LLC 2012
KEY COLLABORATION FEATURES Outcomes and accountability Bridging organizational cultures Leadership Clarity of roles and responsibilities Participants Resources Written Guidance and Agreements
7© Stern Consulting, LLC 2012
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
8© Stern Consulting, LLC 2012
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.
9© Stern Consulting, LLC 2012
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
10© Stern Consulting, LLC 2012
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
© Stern Consulting, LLC 2012
ENGAGEMENT CONTINUUM
Provide info to citizens and assist in understanding it
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Inform Consult EmpowerIncorporate Collaborate
Source: Int’l Assn. for Public Participation (IAP2), 2013
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
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
Objectives
Tools
12© Stern Consulting, LLC 2012
Spencer Stern773.965.1650
www.sternconsultinginc.com
Change Management Bloghttp://www.govloop.com/profiles/blog/list?user=1l6nclusxlq6q
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