CREATING THE ENTERPRISE SOCIAL MEDIA GAME PLAN September 2013
Feb 14, 2016
CREATING THE ENTERPRISE SOCIAL MEDIA GAME PLAN
September 2013
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SOCIAL MEDIA/CRM/311CUSTOMERS
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AGENDA
Why Enterprise Social Media?Creating and Structuring the TeamEnterprise ComponentsPotential Technologies/ApplicationsDeveloping Measureable GoalsMonitoring ToolsMeasuring the ImpactCase StudiesComparative Analysis
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BENEFITS OF AN ENTERPRISEPROGRAM
Cost savings and efficiency Improved servicesCreate workforce efficienciesHelps develop scalable infrastructureEnhances transparencyDevelops an Open Data platform to share
data with citizens
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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.
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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
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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
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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
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Spencer Stern773.965.1650
www.sternconsultinginc.com
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