Government Citizen Engagement Survival Guide

Citizen Engagement Survival Guide:

5 Ways to Serve Citizens in Today’s Social Media Culture

August 25, 2010

Brought to you by:

Today’s Speakers

Steve ResslerPresident and FunderGovLoop

John KembelVP, Social SolutionsRightNow

Dan MunzCenter for New Media and Citizen EngagementU.S. General Services Administration

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Citizen Engagement Survival Guide:

5 Ways to Serve Citizens in Today’s Social Media Culture

Steve Ressler GovLoop, Founder & President

August 25, 2010

KNOWLEDGE NETWORKMISSION:MISSION: “Connect Government to Improve Government”

30,00030,000

MembersMembers…and growing rapidly…and growing rapidly

30,00030,000

MembersMembers…and growing rapidly…and growing rapidly

• Do-Gooder:Do-Gooder: 3rd Gen Public Servant, DHS Fellow, Multiple Gov Agencies

• Innovator:Innovator: Co-Founder, Young Government Leaders

• Award Winner:Award Winner: 2006 Rising Star Award, 2007 Fed 100 Winner

• Speaker:Speaker: 25+ Conferences, Brookings, Harvard Kennedy School

• Author:Author: Wikinomics, Federal Times, Public Manager

• Athlete: Athlete: Used to be good at golf – 3rd in State

• Scholar: Scholar: Miami (OH) and UPenn

• Gentleman: Gentleman: Likes Cats and Babies

My Story

When you hear the

term social

media?

Does it feel like this?

Or not.

Social media penetration and paceSocial networks and blogs = 4th most popular online activities

(eclipsing even personal email).

~10% of all time spent on the Internet = social media sites.

Radio = 38 years to reach 50 million listenersTV = 13 years

Internet = 4 years = 9 months to get to 100 million users

(just topped 500 million)

= 80% of companies will use as primary tool

= ~75 billion video streams, ~375 million unique visitors

= ~20 million unique visitors/month(just passed 1 billion messages)

Source: http://econsultancy.com/blog/4402-20+-more-mind-blowing-social-media-statistics

New Medium, Same Human Desires

Everyone wants to see the new baby• Visiting in Person• Print photos• VHS videos• Online photos – Snapfish, Picasa• Facebook – Baby photos, videos• Skype Video

Citizens- New Medium, Same Desires

Everyone wants to engage citizens• Feedback - In-Person Townhalls, Surveys• Disseminate Information

• Road signs, ads in newspapers, newsletters• Access for All

• Cable, 508 compliant

Integrated Engagement Approach

BrochuresCatalogs

Course Excerpts

Website Content

TV AdvertisementsVideo Content

GS Connect Clips

Event PhotosWeb Ads

Magazine Ads

Radio AdsAudio Content

Events/ConferencesCustomer Service

Sales

Traditional Content Vehicles

“Conversation” Vehicles

The Destination

INSERT YOUR WEBSITE

HERE

5 Ways to Serve Citizens

1 -Provide timely, immediate, and compelling information

2 -Provide information in their medium choice

3 -Give them the ability to provide input

4 -Give the ability to request service in a variety of format

5 -Put a human face to government

Who’s Doing It?

It’s Time To Get Going

Finding the #WIN in Citizen Engagement

Dan MunzCenter for New Media and Citizen EngagementU.S. General Services AdministrationAugust 25, 2010

I’m Dan Munz(@dan_munz)

I work at theGSA Center for New Media and Citizen

Engagement(@GovNewMedia)

The Center strives to be an incubator and accelerator for government-wide new

media and citizen engagement technologies,

tools, practices, and policies.

Our mission:1.Government People2.People Government3.Efficient & Effective

(Simple!)

We’re Working On…

• Ideation and Crowdsourcing

• Contests and Challenges

• Apps.gov NOW• Engagement Strategy• Market Research• Legal and Policy

• Accessibility and Usability

• Terms of Service with New Media Providers

• Building Community and Sharing Best Practices

• Connecting to the Vendor Community

Challenge.gov

Bringing together citizens and government around our nation’s

toughest challenges.

Launching in September.

Today’s session

Survival = Not Fun

Not sustainable.

Closed Governmentvs.

Open Government

“Webinar”vs.

Discussion

One-Way = Not Good Enough

What does a two-way government look like?

• Responds on a “human being” scale of time(because that’s the scale its customers work on)

• Puts information where people are looking(because anything else is a waste of time)

• Constantly seeking meaningful feedback(because it knows the value of others’ ideas)

• Delivers services how and when they’re needed(because demand isn’t always predictable)

• Acts like it’s operated by fellow human beings(because it is)

This is unnatural.

(That’s why you need a survival guide to do it.)

1.Mind the gaps

(in law and policy)

2.Empower your skeptics,

butown your risk.

3.Build a process,not a website.

4.Connecting with people is

good. Connecting them with each other is better.

5.Screw around online.

(Effectively!)

credit: @levyj413

Thank you!

@GovNewMedia (work)@dan_munz (personal)

Virtual Panel

Steve ResslerPresident and FunderGovLoop

John KembelVP, Social SolutionsRightNow

Dan MunzCenter for New Media and Citizen EngagementU.S. General Services Administration

RightNow: Government’s Leading Provider ofSecure Cloud-Based Customer Experience Solutions

Cloud Leadership - SaaS

• Multi-Tenant/Multi-Version infrastructure

• DIACAP, HIPPA, SAS70 II, NIST 800-53 Mod

• 1,900 clients, 500M customer records

• 2.5 billion customer interactions / year

• Public company (NASDAQ: RNOW)

• 16 worldwide offices (government in VA)

• ~900 employees (~60 for Public Sector)

• ~170 government clients (18% of revenue)

Global Operations

John Kembel•VP Social Solutions, RightNow•Founder & CEO of HiveLive (acquired byRightNow)

•Consulting Associate Professor & Strategy Board Member forHassoPlattner Institute of Design at Stanford (“d.school”)

Customer Experience (CX) Experts

Audience Q&A