Social media lessons learned from 16 months on the front line. Key lessons include going where crowds are on platforms like Facebook and Twitter, giving users what they want when and how they want it through an engaging experience, and ensuring content is useful and meets real user needs. Continued focus on building presence on front line apps, riding news waves, and finding opportunities for real-life engagement will help drive participation beyond digital elites.

1. Social Media:lessons from the front line

2. Today The Road So Far Lessons Learnt

3. Lessons learnt

5. Me

6. What is ACMA?

8. Sixteen months --the Road So Far

10. Go where the crowds are

11. Give them what they want

12. When and where they want it

13. Great user experience

14. User centric

15. Authentic and RealOur Principles

16. No More Department Store Thinking Nor Digital White Elephants!

17. Department Store Thinking

18. Digital White Elephant

19. acma.gov.au Go to Where the Crowd Is

20. Old Idea Newer Idea

21. USER ENGAGEMENT Users want it however, wherever, whenever

22. It is Not About the Technology

23. Targeted Content

24. Based on real needs and wants I Want To Be An Astronaut

25. And an engaging user experience CREATING THE VALUE

26. Beautifully Designed Useful, Delightful and Surprising

27. A Journey to a New Destination

28. Game Plan Establish Presence and learn the web 2.0 way 85 application accounts

29. Front line apps

30. Social in Social

31. Innovation Platform

33. Lessons Learnt

34. Go to where the crowd is Not everyone wants to engage!

35. Facebook.oz = 97 % of social networking

36. Twitter: powerful channel to influential's

37. Ride the news wave

38. Real events are still powerful

39. Look for real life opportunities

40. Usual publishing rules apply

41. Images Work

42. Where to from here

43. Web as a platform

44. Customer platform services Think of your social universe Segments CRM Customer analytics and intelligence Government Social Citizens Industry Influential's Case management Media ingestion, assembly and repurposing Authentication Membership Campaign management visits Federated search campaigns Reputation sentiment Enterprise repositories Events Customer touch points publishing feeds Self-serve websites mobile chat Social media email

45. Direct marketing meets social networks = Social CRM

46. How do we get real participation?

47. Digital elites talking to each other?

48. Arab Spring

49. Vodafail

50. Gov 2.0 is a one way trip