Emerging Technologies for Government Communications

©2011 GovDelivery

Emerging Technologies for Government CommunicationsNC3C Conference, Fayetteville NC.

March 31, 2011

ABOUT ME

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Joseph Porcelli, Director of GovEngage

GovEngage is the professional service group of GovDelivery and GovLoop.

We optimize digital communication and engagement to effectively and efficiently engage stakeholders, fulfill mission

objectives, and save money.

AGENDA

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• Your Questions - My Goals• Gov 2.0 – Government AND Citizens• Data: Why you should be online• Thought Frameworks, Strategy, and Beliefs• My Story• Emerging Technologies• Workflow and Gear• Awesome Examples• The Silver Bullet• Resources• Q&A + Contact Info

YOUR QUESTIONS

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• What is social media, which tools to use when?• How to do and integrate traditional and social media?• How do reach many effectively and quickly?• How do we reach people offline?• How do I convince my manager it’s worth it?• How do we with less money and more demands?• How do we leverage our resources and personnel?• How do I manage and prioritize my day and time?• How do we motivate others and myself?• How do we communicate in plain English?• What should we do when its gets ugly and political?• What do we do with inconsistencies and lack of focus?

MY GOALS

• Share my story• Empower you with new ideas,

tactics, tools, and confidence to move forward boldly

• Get us all one step closer to AMAZING open, participatory government

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Government 1.0

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Government 2.0

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Government & Citizens

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TRANSPARENT : OPEN : PARTICIPATORY

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How the Public Perceives Community Information Systems (Monitor Group)

Surveys in Philadelphia, San Jose, and Macon show that those who believe city hall is forthcoming are more likely than others to feel good about: the overall quality of their community; the ability of the entire information environment of their community to give them the information that matters; the overall performance of their local government; and the performance of all manner of civic and journalistic institutions ranging from the fire department to the libraries to the local newspaper and TV stations.

In addition, government transparency is associated with residents’ personal feelings of empowerment: Those who think their government shares information well are more likely to say that average citizens can have an impact on government.

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DATA: WHY YOU SHOULD BE ONLINE

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PEW: 2000 - 2010

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PEW: BROADBAND ODOPTION

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PEW: LOCAL USERS

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PEW: LOCAL NEW SOURCES

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• 35% of mobile local news consumers feel they can have a big impact on their community (vs. 27% of other adults)

• 65% feel it is easier today than five years ago to keep up with information about their community (vs. 47% of non-mobile connectors)

• 51% use six or more different sources or platforms monthly to get local news and information (vs. 21%)

• 75% use social network sites (vs. 42%)• 15% use Twitter (vs. 4%)

PEW: WHO’S ONLINE

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PEW: WHO’S ONLINE DIGGING DEEPER

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PEW: SOCIAL MEDIA

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PEW: GOVERNMENT USAGE

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PEW: CITIZEN GOV PREFERENCES

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PEW: CITIZENS FIND GOV INFO

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PEW: TYPES OF CITIZEN GOV USERS

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PEW: TYPES OF CITIZEN GOV USERS

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PEW: CITIZEN/GOV RECOMMENDATIONS

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Thought Frameworks and Strategy

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WHAT MATTERS!

Mission Results

Clicks, Opens, Subscribers, Page Views

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METHODOLOGY FORULA Easy

Effectiveness:What is our total

reach?

Engagement:What is the value of

each connection we’re making?

Value Created

Efficiency:What was the total cost of the communication?

Net Value

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QUESTIONS TO ASK YOURSELF

What matters most to my agency and the public?

What are the specific outcomes this program is looking for?

What are realistic contributions that communication can make to

the outcomes?

Improve public health Provide for secure

retirement

More people get flu shots

More people apply for benefits online

Awareness of benefits of flu shots, clinic locations, and free shot programs

Awareness of benefit application form online

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HOW TO MAKE PROGRESS

• Collaborate with others to reach more people• Promote opportunities for stakeholders to signup (through

every interaction on website, call center, etc.) Effectiveness

• Evaluate all outreach and comms spend (offline & online)• Connect channels and content management processes• Automate outreach, where it makes sense

Efficiency

• Engage your programs and other users internally to identify opportunities for communication to drive value

• Ensure that high-value services are promoted and can be started (or completed) online

• Track high-value activities to understand where impacted

Engagement

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MAXIMIZE + OPTIMIZE

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SOCIAL MEDIA CAMPING ANOLOGY

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• Camper = Wordpress/Drupal/Google Sites - Website• Fire Pit = Facebook/Ning - Where people gather to talk• Flares = Twitter/Digg - Drive traffic to your website• Fishing Pole = GovDelivery/Constant Contact – Automate

communications and build your base

STRATEGIES

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Leverage Technology to…• Help them help themselves and help you• Meet people where they are when they have pain and where you can add value• Figure it out together, ask for help, you will get it• Learn and share what you know and help others

Do…• Keep it real and make it fun• Continually ask yourself “what’s missing” • Continually ask your stakeholders “what should we do next”• Be unreasonable and unstoppable

Remember…• Technology can’t fixed botched programs

BELIEFS

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MY BELIEFS:

We (citizens) are more likely to take action in support of our values, visions, and needs when we do so together and with the support of our civil servants.

Social Media is how and where we communicate and collaborate when we are not meeting in person, don't live or work near each other, and during times that are most convenient to us as individuals.

In the spirit of progress and innovation, being transparent decreases risk.

We are satisfied when we are in service to each other as citizens and as empowered and effective civil servants.

We are human beings having a human experience, communicating and collaborating though technology.

We must design, support, and evaluate with this in mind.

MY STORY

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CRIME IN MY NEIGHBORHOOD

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LET’S CLEAN UP

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I JOINED BPD

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I BUILT THE FIRST NEIGHBORHOOD WATCH BLOG

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I WORE A NAMETAG FOR A YEAR

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NAMETAG DAY AT FENWAY PARK

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FIRST POLICE SPONSORED SOCIAL NETWORK

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THE MUG PROJECT (3 Hours)

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LIVE STREAM (MTV)

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SERVICE NATION

SOCIAL NETWORKS FOR BOSTON

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SINGLE STREAM RECYCLING

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HOMELAND SECURITY NETWORK

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SNOW CREW (CITIZEN POWER)

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EMERGING TECHNOLOGIES

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MOBILE APPS – WHERE IS THE BUS?

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MOBILE APPS –AIRPORT DELAYS?

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MOBILE APPS – TAG & SUBMIT!

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QR CODES – QUICK RESPONSE (GOVFRESH.COM)

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GOOGLE GOOGLES

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SEECLICKFIX – Watch Areas

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SEECLICKFIX – Watch Areas

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GROUP ME – FOR FUN + MUCH MORE

SEECLICKFIX – Watch Areas

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LIKEMINDED.org

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LIKEMINDED.org

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LIKEMINDED.org

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WORKFLOW & GEAR

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GOOGLE APPS FOR GOVERNMENT

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GOOGLE ANALYTICS

GOOGLE APPS FOR GOVERNMENT

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GOOGLE APPS FOR GOVERNMENT

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GOOGLE APPS FOR GOVERNMENT

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AWESOME CITY EXAMPLES

Example City Facebook Page

City of Reno, Nevada

What they do well:– Integrate– Useful– Passionate champion

Integrated use of other tools

1. Integrated Use of Other Platforms

2. Useful

Reno discusses local road closures with explanations why. They also respond directly to citizen questions and concerns.

Meet Kristy Fifelski…Manager of City of Reno Facebook page.

She is:

1. Passionate2. Sense of humor3. Helpful4. Fact driven

3. Passionate Champion

Example City Twitter Feed

Birdie NYC: mascot for NYC green initiative

What they do well:1. Fresh/Real/Funny

2. Engaging

3. Creatively Drives Awareness

1. Fresh and Funny

Interacts directly with fans

2. Real and Engaging

Tweets images that drive awareness back to original mission

3. Creatively Drives Awareness

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THE SILVER BULLET

?????

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MY VERY BIASED OPINION

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Problem:

GOVLOOP ROCKS

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Millions of government employees working on similar issues but no safe place to connect and share best practices.

Solution: Online community. Hub to connect disparate conversations/events.

New technology leveraged to collaborate.

GOOGLE APPS FOR GOVERNMENT

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Digital Subscription Management (DSM)

is an automated system that uses email, text messaging and RSS feeds (with integration into social media sites) to notify residents about specific topics when new information is posted to a state’s website.

GovDelivery Maximize direct connections to the public through digital communications

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GovDeliveryStreamlined/Consolidated Collaborative Messaging

Governor Office

DOTEducation Health Environmental Management

Labor EMA

In emergency situations, Mayor/Governor’s office has full

access to all agency subscriber lists and can immediately send an

emergency bulletin.

DMV

Stakeholders

I95 N to Pawtucket delayed/Road

Construction/Statewide highway projects

Flash Flood/Snow Emergency/H1N1

Updates

Full/Part/Volunteering Opportunities- All RI

Employees

Teacher Support/Program Standards/After School Programs

ABC6/WPRIAll Media

Boat Registration/Drivers License Renewals

Health Data & Safety/Diseases &

Conditions/Publications/Flu Shots

Automation = Dramatic Reach with Minimal Time

Fully Automated- Page Watch Automation- Recycle Content- WebServicesSemi Automated- Page Watch Automation

Manual- Bulletin/Newsletter Creator- Send-By-Email

GovDelivery Services Client Admin Time Investment

NOTE: Client resources may be required during setup.

MAXIMIZE + OPTIMIZE

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DATA SOURCES

PEW • Government Online: The 3 “P’s” of Success | GovDelivery• Government Online• How the Public Perceives Community Information Systems• How mobile devices are changing community information

environments• The State of the News Media 2011

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HELPFUL BLOG POSTS

Go to GovEngage.com

We’ve posted a summary of all of the resources I just outlined, how-to blog posts, and a copy of this presentation.

If there is something we can help you with, let’s today or fill out our challenge form online!

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Questions and Answers

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TELL ME WHAT YOU NEED HELP WITH TO STEP UP YOUR GAME!

Joseph PorcelliDirector, GovEngage

Joseph@govengage.com

@GovEngage

857-222-4420