The document discusses leveraging social media for next generation government to citizen communications with minimum resources and efficient service delivery. It defines social media and provides statistics on social media usage. It then discusses how governments can use social media for sectors like law and order, disaster preparedness, and public health. Case studies from initiatives in India, Ethiopia, and Australia are provided. Challenges for social media use in Ethiopia are outlined, and the company CSM Technologies' work in Africa is described. Finally, a strategy and requirements for social media management in government are proposed.

1. Leveraging IT for NexGen Government to Citizen Communications
Minimum Resources. Efficient Service Delivery.
Social Media

2. 2
Defining Social Media
“Forms of electronic communication (as Web sites for social networking and
microblogging) through which users create online communities to share information,
ideas, personal messages, and other content (as videos).” – Merriam-Webster
Fastest growing demographic on Twitter is 55-64 year age bracket.
There are over 10 million Facebook “apps”
Mothers with children under the age of 5 are most active on social media.
Followed by China, Facebook would be world’s most populous country
with over 1.1 billion users. Google Plus (693 million active users) would be
3rd and Twitter (554 million users) would be 4th. That’s ahead both India
and the U.S.
It would take 158 years to watch just a day’s worth of SnapChat stories.
Interesting Social Media Facts
Minimum Resources. Efficient Service Delivery.

3. 3
Social Media : A Shift to Publishing a Conversation
Institutional Voice Audience
TraditionalSocialMedia
Blogs Communities
Minimum Resources. Efficient Service Delivery.

4. 4
Social Media : Intensive Sectoral Users in Governments
Law & Order
Disaster Preparedness
Policy Promotion
Public Health
Public Transportation
Tourism
Minimum Resources. Efficient Service Delivery.

5. 5
Social Media : Emerging Sectoral Users in Governments
Investment Promotion
Foreign Affairs
Education
Public Service Delivery
Urban Development
Industries
Minimum Resources. Efficient Service Delivery.

6. 6
Fact Check: Africa at a Glimpse
Internet’s contribution to GDP
grows to 2%
2nd highest Internet usage for
Social Media
982 mn Mobile
Connections
70% of Population with
Mobile Handsets
344 mn Internet
Users
972 mn Social Media
Accounts
Source : We Are Social 2016
Minimum Resources. Efficient Service Delivery.

7. 7
Fact Check: Ethiopia at a Glimpse
9.6% GDP Growth Rate
3.8 mn Facebook
Users
46 mn Mobile
Connections
42% of Population with
Mobile Handsets
4 mn Internet
Users
3.4 mn Social Media
Users from Mobile
Source : We Are Social 2016
Minimum Resources. Efficient Service Delivery.

8. 8
Case Study: Make In India Initiative by Government of India
1.4 Million
Twitter Followers
4.1 Million
Facebook Followers
4.6 Billion
Worldwide Digital Impressions
1 Million
Overall Mentions
44%
Positive Growth in FDI Equity
Inflow To India Source : Facebook
DIPP
Minimum Resources. Efficient Service Delivery.

9. 9Case Study: Indian Railways
1,318,379
Twitter Followers
1,076,392
Facebook Followers
7,000
Average Daily Grievances Received
23 Million
Average Daily Passengers on
Indian Railways
105
Dedicated Communications Experts,
General Managers & Divisional Railway
Managers Involved Source : Economic Times
Twitter
Minimum Resources. Efficient Service Delivery.

10. 10
Case Study: Queensland Police Service & Disaster Management
137,631
Twitter Followers
784,930
Facebook Followers
10
Percentage of Queensland Population
Following QPS on Social Media
39 Million
Average Number of Views For Warning
Posts During Cyclones
765
Number of Disaster Warning Notes on
Facebook by QPS between Jan-Feb, 2011 Source : Mashable
ABC
Minimum Resources. Efficient Service Delivery.

11. 11
Social in Ethiopia: Popular Accounts
Tedhros Adhanom
@Drtedros
Minimum Resources. Efficient Service Delivery.
Tweets : 8,887
Following : 465
Followers : 196,853
Ethiopia to the EU
@EthiopiaEU
Tweets : 1,431
Following : 332
Followers : 6,351
Teshome Toga Chanaka
@teshometoga
Tweets : 1,664
Following : 121
Followers : 4,362
Ethiopian Diplomacy
@mfaethiopia
Tweets : 12,890
Following : 741
Followers : 91,603
MoEFC Ethiopia
@TweetMoFED
Tweets : 288
Following : 61
Followers : 12,558
Ethiopia at the UN
@Ethiopia_UN
Tweets : 1,195
Following : 146
Followers : 11,478

12. 12
Social Around Ethiopia: Popular Accounts
Gov of South Sudan
@RepSouthSudan
Minimum Resources. Efficient Service Delivery.
Tweets : 1,695
Following : 189
Followers : 27,393
Kenya Tourism Board
@MagicalKenya
Tweets : 17,708
Following : 2,800
Followers : 102,853
Uganda Media Centre
@UgandaMediaCent
Tweets : 14,578
Following : 148
Followers : 67,414
Dr Riek Machar Teny
@Drriekmachar
Tweets : 100
Following : 5
Followers : 15,443
Uhuru Kenyatta
@UKenyatta
Tweets : 6,187
Following : 29
Followers : 1,609,736
Yoweri K Museveni
@KagutaMuseveni
Tweets : 1,840
Following : 11
Followers : 282,070

13. 13
Audience: Analyzing Stakeholders in Ethiopia
Minimum Resources. Efficient Service Delivery.
NRENon-Resident Ethiopians

14. 14
Ethiopia: Challenges for Government in 2016
Natural Disasters
Inflation
Poverty
Corruption
Illiteracy
Insufficient Industries
Minimum Resources. Efficient Service Delivery.

15. 15
Ethiopia: Challenges on Social Media in 2016
Concern on Undue Government
Surveillance for political
discussions
Cost and Penetration of
Internet and Poverty
Blocking of Blogs, Websites
and Facebook Pages and
even the Internet
Misinformation about
Ethiopian Telecom Fraud
Proclamation, 2011
Minimum Resources. Efficient Service Delivery.

16. 16
CSM Technologies: Our Work In Africa
Ethiopia Sudan
Minimum Resources. Efficient Service Delivery.
• Federal Ethics & Anti-Corruption Commission,
Government of Ethiopia
• United Nationa World Food Program, Ethiopia
• Ministry of Urban Development & Housing, Ethiopia
• Al-Amal Military Hospitals
• National Information Centre, Sudan
• State of Kassala
• Dal Group, Sudan
• Greater Nile Petroleum Oil Corporation, Sudan
• Petrodar Oil Company, Sudan
• Imperial Hospitals

17. 17
CSM Social: Wall of Fame
Nabakalebara-2015 (Event)
Website, Mobile App &
Social Media
Minimum Resources. Efficient Service Delivery.
97 Million Reach on Facebook
0.6 Million Likes on Facebook
0.8 Million Impressions on Twitter

18. 18
CSM Social: Working with Government of Odisha
Minimum Resources. Efficient Service Delivery.
State Transport Authority
Department of Higher Education
Department of Women & Child Development
Department of Electronics & IT, Odisha
Department of Water Resources
Software Technology Parks of India

19. 19
Ethiopia: Strategy for Social Media
Minimum Resources. Efficient Service Delivery.
Set up Online Account
Get
Likes/Followers
on Internet
Generate
Favorable Opinion
Translate to
Supportive ActionMyth
Reality
Online
Presence
Analytics
Listen
Strategy
ContentTactics
Engagement
Retain
Review

20. 20
Team: Manpower Requirement for Social Media Management
Minimum Resources. Efficient Service Delivery.
Team Leader
Social Media Architect
Community Manager
Data Analyst (Monitoring)
Data Analyst (Content Development)
Data Analyst (Content Development)
Programme Manager (Web & IT)
Designer/Illustrator
Developer
Communication Manager
Content Developer (Text)
Content Developer (Visual & Graphics)

21. 21
CSM Social: Leveraging Social Media for Governance
Social Media Consulting
• Social Media Policy
• Roadmap Blueprinting
• Implementation Framework Design
• Enterprise-level Social media
• Readiness training program
Social Media Business Intelligence
• Social Media Audits
• Stakeholder Analysis
• Competitor Analysis
• Ad Hoc Analysis
Technology Solutions
• Integration with CRM, ERP & other enterprise systems
• Social Intelligence Dashboard for analytics
• Web Portal & Multi-platform App development
Minimum Resources. Efficient Service Delivery.

22. 22
• Social Media Engagement System
• Multi-lingual Command Center
• Alert Monitoring System
• Workflow Designs
Social Media Policy
• Analyze Need
• Determine Scope
• Drafting & Review Support
Roadmap Blueprinting
• Define Objectives
• Define Audit Template
• Identify Social Media Opportunities
• Enable KPI Definition
Implementation Framework Designing
• Define Process to Evaluate Client Properties
• Draft Engagement Framework
• Project Planning
• Map Social Media Intelligence & Analytics Requirements
• Workflow Workshops
CSM Social: Leveraging Social Media for Governance
Enterprise Training
Minimum Resources. Efficient Service Delivery.

23. 23
Campaigns & Positioning
• Product Positioning Campaign
• Gap Analysis on existing product/segment
• Customer expectation analysis
• Audience Perception Analysis
Audience Feedback
• Experience With Offered Service
• Grievance Tracking
• Impact & Resolution
Brand Proficiency
• Brand Audit
• Brand Image
Tracking
• Website Evaluation
• Event Evaluation
• Promotions Tracking
Insights & Listening
• Competition Analysis
• Segment Analysis
• Influencer Analysis
• Product Sentiment Analysis
CSM Social: Leveraging Social Media for Governance
Minimum Resources. Efficient Service Delivery.

24. 24
CSM Social: Leveraging Social Media for Governance
Enterprise Solutions
• Dashboard for Consumer
Generated Marketing Intelligence
• Integration Solution with CRM, ERP
• & Other Enterprise Systems
Online Solutions
• Website Portfolio Management
• Enterprise Portal 2.0
• App development for Social Media
Platforms
• Multi-OS App Development
• E-Commerce & Social Commerce
Solutions
• Search Engine Optimization
• Search Engine Marketing
• Paid Discovery Solutions
Minimum Resources. Efficient Service Delivery.

25. Thanks
Minimum Resources. Efficient Service Delivery.