- No contracts - no lock-in. - Monitoring up to 5 keywords* - brand, NGOs, people, citizens - Maximum charge for service of $1,000 per month - 24/7/365 Monitoring - Hourly or daily reporting - Report of 10 top influencers for each keyword - Report of 10 top mentions for each keyword Report showing in which social media keywords were discussed. * Fair-use policy of max 7,000 mentions per day for nominated keywords.

1. NSW Government
Building a service-orientated agency through
$5 per hour Social Media Monitoring

2. Discussion Overview
2
Topics
1 Why should NSW Government listen in Social Media?
2 What is a Social Media Command Center?
3 NDIS Case study
4 NSWBuy eCatalogue: $5 per hour offer
5 KINSHIP overview

3. Times Are Changing
Social Media monitoring is
providing new insight into citizens,
markets and NGOs
Reporting helps inform strategic
communication planning
Understanding how this data will
contribute to your Social Media and
overall Communication strategy is
essential.

4. Why listen in Social Media?
All Social Media NSW Government agencies initiatives need to start with
Listening, to:
1. Align to Community Objectives
a. Seek and respond to stakeholder input
b. Make it easy for the public to participate
c. Harness the power of communities through social media
2. Support Government Transparency and Citizen Collaboration
a. Organise agencies to serve their employees
b. Align performance plans with agency mission
c. Engage employees—individually and collectively—as partners
d. Make diversity a priority
3. Engage the Public in development of systems and solutions with the citizen in
mind
a. Take an agile approach to solution or service development
b. Measure success in terms of citizen acceptance
4

5. The Social Ecosystem
Developing a social media listening strategy is critical
Participating
Listening, establishing reputation
(I’m one of you)
Managed
Listening, supporting, building
reputation, marketing
Owned
Listening, supporting,
building relationships,
collaborating
External
Communities
Closed Network
Internal
Communities
Example: citizen communities
Example: channels, members
Example: Intranets, communities of practice
Wikis

6. A Command Centre is a physical space where Governments
and Companies coordinate to listen and engage their
citizens or market in social channels to achieve business
use cases in marketing engagement, customer care, risk
management [crisis management / online reputation
management], or operational efficiency of coordination
and contact centre deflection.
Jeremiah Owyang
Altimiter Group
@jowyang
@Michae1Green

7. 3 Pillars of the KINSHIP Command Centre
PLATFORMS
Online Monitoring
Analytics Platform
Internal Collaboration
Community Platform
Social CRM PROCESS
Social Media Policies
Technology Integration
Support, Crisis & Sales Workflows
Measurement Framework & Rollout
Enterprise Expansion People
Behavior Change
Cross Silo Collaboration
Executive support & Participation
Organisational Models
Employee & Partner Participation
@Michae1Green

8. Process of Real-Time Listening
8

9. 9
Examining the National Disability
Insurance Scheme
Social Media Monitoring Case study

10. 10
of NDIS over one month

11. NDIS Conversation analysis
11

12. Demographics of NDIS participants
12

13. NDIS Influencer Communities
Influencer Community Twitter Influencers
13

14. Top NDIS Influencers: Twitter
14

15. Top NDIS Influencers: Blogs
15

16. Top NDIS Influencers: News
16

17. Top NDIS Influencers: Forums
17

18. 18
KINSHIP is NSW Government Pre-
Qualified (Advanced Scheme)

19. The $5 per hour Offer
1. No long term contracts - no lock-in.
2. Monitoring up to 5 keywords* - agency, NGOs, people, citizens
3. Maximum charge for service of $1,000 per month
4. 24/7/365 Monitoring
5. Hourly or daily reporting
• Report of 10 top influencers for each keyword
• Report of 10 top mentions for each keyword
• Report showing in which social media keywords were discussed.
* Fair-use policy of max 7,000 mentions per day for nominated keywords.
If you only want one hour monitoring that is all you pay for!
19

20. Buy Now
Contact
Mike Green @michae1green
mike@kinshipdigital.com
+61 422 300 295
Thomas Buckwalter @tombuckwalter
thomas@kinshipdigital.com
+61 487 151 269
20
1300 KINSHIP
Link to KINSHIP $5 offer on NSWBuy eCatalogue:
http://ow.ly/x4IqY
NSWBuy Product ID: SMMNSWGOV001

21. 21
We practice what we preach @KINSHIPd

22. KINSHIP support
22

23. EVALUATE
RESEARCH SOCIAL
LANDSCAPE
ESTABLISH
A STRATEGY & TEAM
EXECUTE
OPERATIONALISE THE SOCIAL BUSINESS CENTER OF EXCELLENCE
LISTEN
• Identify listening and CRM
software
• Establish a social media
listening center
• Determine internal &
external topics
PLAN
• Create plan for employee
and partner training
• Process and collaboration
design
• Crisis coms and
customers support
escalation tree
ENGAGE
• Launch programs, events
and campaigns
• Manage internal
collaboration and
communication projects
• Expand teams and
channels globally
KINSHIP Process Models and Frameworks
• Define strategy (goals,
actions, KPIs)
• Identify the right teams,
stakeholders and emp
• Establish roles &
responsibilities
• Achieve buy-in from senior
leadership
• Establish Social
Architecture & a
measurement framework
• Conversation and
sentiment analysis
• Surveys, polls and
stakeholder interviews
• Data mining from social
channels
• Intelligence gathering Market
& Competitor)
• Social Architecture Review
• Identify Business Use
Cases and Benchmarking
@Michae1Green
KINSHIP Engagement through Proven
Models and Frameworks

24. Questions of us?
24