The Community Manager Challenge

Lovisa A. Williams

@LovisaTalk

U.S. Department of State

27 July 2011

Official Social Media Sites

2

48 Flickrsites/groups

88 Twitter feeds 11 official personal

feeds

76 YouTube channels 245 Facebook pages1 Second Life Island

27 blogs

3chany14

Government 2.0

Gov 2.0 – Ideals we strive for using Web 2.0 thinking and tools; provide better services to citizens

Open Government Directive -transparent, participatory, and collaborative

Photo by stefrich823

5

Community Management

An Enterprise Wide Mindset

Supporting Community Managers

The Social Media Hub

Community Management Trinity

Evaluation

Engagement

Strategy

2

Strategy

iStock Photo

Community Analysis

Community Management

Evaluation

Crisis Communications

Social Media Strategy

What not to do!

11

Engagement

iStock Photo

U.S. Embassy Jakarta

Local Branding

Wow! That’s a lot of people!

U.S. Embassy Bangkok

Integrated Community

U.S. Embassy Zambia

Leveraging a VIP

U.S. Embassy Wellington

Multiple methods to engage

with people

Use of third party

content

U.S. Embassy Pretoria

Third Party Content

U.S. Department of StateWhat’s wrong

with this?

What’s wrong with this?

EJournal USA

Call to Action

Video Contests

http://www.videochallenge.america.gov/

http://connect.state.gov/

2020

Transparent Feedback Loop

21

Challenges

Impersonation of U.S. Government

Intelligence Operatives

Trolls

Crisis Communications

Remote Management

Legal & Policy issues

Evaluation

iStock Photo

Analytic Tools

•Facebook Insights•Hootsuite•Compete

Sentiment Analysis?

And More…

Contact Information

[email protected]

Lovisa A. Williams

@LovisaTalkhttp://lovisawilliams.wordpress.com