CREATING THE ENTERPRISE SOCIAL MEDIA GAME PLAN September 2013
CREATING THE ENTERPRISE SOCIAL MEDIA GAME PLAN September 2013.
Dec 25, 2015
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CREATING THE ENTERPRISE SOCIAL MEDIA GAME PLAN
September 2013
© Stern Consulting, LLC 2012 2
3© Stern Consulting, LLC 2012
SOCIAL MEDIA/CRM/311CUSTOMERS
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AGENDA
Why Enterprise Social Media?
Creating and Structuring the Team
Enterprise Components
Potential Technologies/Applications
Developing Measureable Goals
Monitoring Tools
Measuring the Impact
Case Studies
Comparative Analysis
5© Stern Consulting, LLC 2012
BENEFITS OF AN ENTERPRISEPROGRAM
Cost savings and efficiency
Improved services
Create workforce efficiencies
Helps develop scalable infrastructure
Enhances transparency
Develops an Open Data platform to share data with citizens
6© Stern Consulting, LLC 2012
KEY COLLABORATION FEATURES
Outcomes and accountability
Bridging organizational cultures
Leadership
Clarity of roles and responsibilities
Participants
Resources
Written Guidance and Agreements
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ENTERPRISE COMPONENTS
Contact Information
Organizational Information
Processes and Regulations
Neighborhood Information
Policy and Performance
Documents/Forms
Transactional data
Offline Participation Information
Online Interactivity & Participation
Transparency and Accessibility
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PARTICIPATORY CONTENT
Council meeting information
Opportunities to participate in offline events
such as hearings or commissions
Grants, training, technical assistance
Volunteer opportunities
On-line opportunities such as blogs,
comments forms, electronic town meetings
Opt-in options for RSS feeds, Twitter, email
alerts, etc.
9© Stern Consulting, LLC 2012
TRANSPARENCY & ACCESSIBILITY
Language availability
ADA compliance
Privacy and security updates
Accessibility to data via on-line search,
downloading, and transactional data
Downloadable forms
On-line chat
On-line transactions
10© Stern Consulting, LLC 2012
POLICY ISSUES
Determine goals and objectives for using social media tools
Bring together a multi-functional team including all stakeholders from communication, legal, technology, HR, and program units
Identify existing policies that apply to the use of social media tools
Discuss conflicts or inconsistencies between proposed and existing policies and procedures
© Stern Consulting, LLC 2012
ENGAGEMENT CONTINUUM
Provide info to citizens and assist in understanding it
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Inform Consult EmpowerIncorporate Collaborate
Source: Int’l Assn. for Public Participation (IAP2), 2013
Secure feedback on analysis, alternatives, and decisions
Work with the citizens to ensure that concerns are understood and considered
Partner with public in each aspect of the decision and providing potential solutions
Place the final decision in the hands of the public
Data sheets, website, open houses
Pubic comments/ meetings, focus groups, and surveys
Workshops and polling
Advisory committee, consensus building
Citizen juries, ballots, delegated decision-making
Objectives
Tools
12© Stern Consulting, LLC 2012
Spencer Stern773.965.1650
www.sternconsultinginc.com
Change Management Bloghttp://www.govloop.com/profiles/blog/list?user=1l6nclusxlq6q
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