Social Media - Trust is the First Problem

Building Business Relationships Harnessing the Power of New Media

Dan MunzCenter for New Media and Citizen EngagementU.S. General Services AdministrationApril 19, 2010

I’m Dan Munz(@dan_munz)

I work at theGSA Center for New Media and Citizen

Engagement

(The what?)

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

media and citizen engagement technologies,

tools, practices, and policies.

Three missions:1.Government People2.People Government3.Efficient & Effective

(Simple!)

We’re Working On…• Ideation Platforms• Contests and

Challenges• Engagement Strategy• Success Metrics• Accessibility and

Usability• Legal and Policy

• Terms of Service with New Media Providers

• Building Community and Sharing Best Practices

• Market Research• Connecting to the

Vendor Community

Trust

Warning! Some generalizations ahead.Warning! Some generalizations ahead.

I’m an engagement guy

Figuring out how to enable government to tap into citizens’ best ideas and priorities

Trustis the first problem

Trustthe belief that government

is worth engaging with

DialoguesSuggestion Boxes

Ideation Tools

Trust is at an all-time low

So what do we do?

People want this

Not this

Thesis:

Social media lets large bureaucracies engage

customers authentically.

That builds trust.

(1)Transparency means context, not just data

(2)Focus on engaging

authentically, not quickly

(3)Build informal networks, but

not exclusive clubs

(4)Let us know how we can

help.

Thank You!

Dan [email protected]

@dan_munz