A presentation to the Australian Local Government Financial Professionals association on the benefits to local government when social media is correctly implemented. Provides a framework and roadmap for implementation and case studies

1. Local Gov2.0: Transforming Local Government With Social Media and Web 2.0 FinPro Conference, March 2011 Fergal Coleman Twitter @symphony3think www.symphony3.com/finpro www.symphony3.com

2. Worldwide Society is Changing In 2009, 1 out of 8 married couples in the US met online

3. Worldwide Society is Changing In four years to 2010, newspaper ad revenue dropped by 44.24% Revolution is Everywhere 1 out of 8 married couples in the US met online Manufacturing to China, Services to India, Philippines, Eastern Europe, etc

4. Revolution or Revolutions? “Every generation needs a new revolution.” Thomas Jefferson We are witnessing multiple revolutions right now… “Revolution doesn’t happen when society adopts new technology, it happens when society adopts new behaviours “ Prof. Clay Shirky author “Here Comes Everybody”

5. Revolutions can be scary! They are also very exciting!

6. In the next 45 minutes… Social Media is More than setting up Facebook and Twitter pages Not just for kids Here to stay Will make your organisation more efficient (internally) Will help you engage your community much more effectively I’ll show you how to Embrace it Integrate it in your day to day operations

7. What is Social Media (and Web 2.0) Social media is based on the integrations/conversations between different people online and for organisations to become part of this they need to move from a monologue to a dialogue Technology is merely the conduit for people to: Create Connect Collaborate React Organise

8. So Why Now? The Perfect Storm

9. What are others doing? Examples

10. Examples - Australia Kate Lundy named a winner of the International Top 10 People Changing the World of Internet and Politics at the 11th World eDemocracy Forum http://vimeo.com/4470529

11. Examples: Australia http://queenslandfloods.crowdmap.com/ http://vimeo.com/4470529

12. There are also good financial reasons “Companies using the web intensively gain greater market shares and higher margins” - “The Rise of the networked enterprise: Web2.0 finds its payday” – McKinsey Quarterly Dec. 2010 Some averages from report 20% decrease in travel costs 20% improvement in marketing effectiveness 10% reduction in operational costs 15% decrease in marketing costs 18% increase in customer satisfaction “Smartphone-carrying mobile (government) employees reported an average time savings/productivity gain of 54 minutes per day.” - NetworkWorld http://www.networkworld.com/news/2008/101508-federal-employees-mobile-work.html

13. Change is happening but local government is behind

14. Case Study: Kingston City Council “In the past we (local government) told the community what we were doing, we have now evolved to engaging the community in what we propose to do, but the expectation of the community today is that not only will they be engaged but they will directly influence and they will have control over what happens. This is not an unreasonable expectation.” John Nevins, CEO, City of Kingston.

15. Getting Started? Leadership commitment and vision Open up to new technologies Commitment to change behaviours Commitment to loss of control Get Started!

16. Social Media Framework Logical Boxes People Needs Who are you Serving? Where are they? What Drives them to Engage with you? Residents Local Business Employees Residents Local Businesses Employees Why We Exist Mission Vision Core Values Strategic Goals Financial Sustainability Improved Customer Service – more support at no additional cost More Efficient Processes Lower Costs How We do It Communicate Make (Services delivered) Listening Talking (Informing) Supporting Supporting Activities Energising/engaging Building Blocks Technology (Tools) Finance (Budget) People (internal) Leadership Culture Skills +Training Standards & Policies Social Media Policy Response Guide Risk Mgmt 16 Data and Information

18. -Mayoral Blog- Twitter - Yammer Y/N Ideas (Prioritised) Y/N Working Group (cross-dept) Y/N Y/N

20. Better information sharing

21. No email trail with multiple document versions

22. Less paper

24. Parameters on what can be said about the organisation

26. Direct line of communication to the CEO for employees

27. Parameters on what can be said about the organisation

29. Community feedback and engagement

31. Mobile communication

33. Time saving

35. Reduced travel time

37. Outcomes Early days but… More timely information to residents More engaged residents More engaged employees Improved cross-departmental communication Reduced travel costs More productive employees

38. How does your strategy stack up? Take a few minutes today to complete the 20 questions on the checklist provided. This will provide you with an understanding of where the current strengths and weaknesses of your strategy are. Also available at www.symphony3.com/finpro

39. Conclusion Social Media is Strategic use of Facebook and Twitter and a whole lot more Tools the whole community will use and its here to stay An enabler: It will make you more efficient (internal use) It will allow you to reach your community much more effectively You need to Embrace it Integrated it into your day to day operations Adopt a strategic approach Get Engaged!

40. Questions?? In person or www.symphony3.com/finpro Facebook.com/symphony3 Twitter @symphony3think