SOCIAL MEDIA MATURITY MEASURE

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Me, myself and I

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Social media maturity

“…is a measure of an organisations ‘readiness’ and progress as itmoves from the mere acceptance of social media as a tool forcommunication and service delivery, to continously levering social media to become a true conversating, collaborating and‘social’ government”

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Where did we start?

Your challenges:

• you need to understand if your organization is prepared to take on social media

• you want to know how you can become a real social media savvy local government organization

• you want to understand the ‘drivers’ of a social media government

• you want to know where you can improve, and if you are capable

• you want to know how your organisation compares to others

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How did we work?

1. Extant deskresearch on drivers and barriers of social media forlocal governments (but also SME’s, social profit organisations,…)

2. Review of existing social media maturity models (often for SME’s): e.g. www.socialemediamodellen.nl

3. Interviews with local government organisations in the early and in the advanced stages of social media maturity

4. Creation of the social media maturity roadmap

5. Developing a draft of the self assessment maturity measure

6. Expert interviews and feedback (e.g. Kortom, OUP partnership,…)

7. It is finished!

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Roadmap for a social local government

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Two dimensions, 10 drivers

A social media mature local government is about more than introducing some hot social media tools and applications.

It means changing how your organisation thinks and acts, both internally and externally

conversation government measure

Is your municipality or city a conversation government? Do you have a hierarchical, closed culture with silos and one-way communication? Or does your government aim to be transparent and collaborative, engaging in genuine conversations? A conversation mentality is a barometer for potential social media success.

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5 C’s of a Conversation government

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Content

Customer experience

Context Conversation

Collaboration

5 C’s of a Conversation government

• Content: how available and accessible is your content or information?

• Customer experience: how do citizens or organisations value your services?

• Context: to what extent is your organization user-oriented?

• Conversation: does your government organization talk ‘with’ or only ‘to’ the public

• Collaboration: is the public actively involved?

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5 drivers of a Social local government

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Leadership & innovation

Social media strategy

Implementation

Governance

Training & policy

• Leadership 2.0 & innovation: do management and the organisation culture support social media initiatives?

• Social media strategy: are social media initiatives aligned with organization goals?

• Governance: Are social media formally integrated in the organisation structure?

• Implementation: does your organisation uses social media in the spirit of a true conversation government?

• Policy & training: are employees guided?

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5 drivers of a Social local government

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Stages of maturity

Beginner

Explorer

Intermediate

Champion

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Move up the maturity ladder

Take a challenge

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More insights:

www.socialmediamaturity.eu

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