Government NOW AAMVA Region I Web 2.0 - Tips, Tweets & Techniques Strategies and Best Practices for Government Social Media AAMVA Region I Web 2.0 - Tips, Tweets & Techniques Janet Grard Maryland Information Division, NIC Inc.

Customer Service

Core Tenets of Web 2.0 Openness Collaboration Community

Web 2.0 Web 2.0 participation is marketing. communicating with peers, constituents a means to an end: getting people to your sites and services

Double-click to enter title http://www.flickr.com/photos/thomashawk/34337425/ “...an umbrella term that defines the various activities that integrate technology, social interaction, and the construction of words, pictures, videos, and audio.” http://www.wikipedia.org Social Media is... Double-click to enter title

blogs & micro-blogs, wikis, podcasts, Social Media Platform blogs & micro-blogs, wikis, podcasts, social networking, social bookmarking, mashups, photo & video sharing, live video streaming, feeds, microformats

facebook - platform, master stream, embedding other tech Take advantage of vast app ecosystem and make your Facebook page more than just a stream of updates

twitter - aggregation like govtwit or listorious presenting a universal picture / stream of what is happening in your state here right now.

Crowdsourced galleries + geo-location. At RI.gov, a ‘mashup’ of their photo group with a Google Map, showing exactly where our photos were taken.

IOWA Governor Terry Branstad - Ask the Governor #AskIAGov Responds via YouTube

VT – Answers from the Governor via YouTube

Maine.gov

Utah.gov The Utah Department of Public Safety (DPS) Media Portal, the first in the nation, was developed exclusively for communicating current news, information, and alerts to media outlets about public safety activities. Using the latest in Web 2.0 technologies, provides a comprehensive view into current statewide law enforcement activities and incorporates secure data feeds, multimedia, and the use of Twitter micro-blogging feeds to provide current and urgent information to the media.   With the public/private partnership that the State of Utah has with Utah Interactive, LLC, the Department of Public Safety was able to have the application fully developed and launched at no cost to them. The private partner subsidized the entire cost of the project, which totaled $56,000. This price included the development team, testing, hardware infrastructure, hosting and storage.

Web 2.0 Customer service is marketing. Enlisting users as co-contributors leads to effciencies Doing business online is personal Developing those relationships is competitive advantage

Texas.gov is using Get Satisfaction for customer help, Q&A, site suggestions, etc. It’s been used in ways they couldn’t have predicted; it’s an evolving platform and process for them.

RI. gov’s “We’re Listening” page RI.gov’s “We’re Listening” page. Includes a blog, UserVoice feedback forum, and a user research feature that enables them to constantly be learning how to make their site better.

content is the platform delivery is key - media queries, css A Morgan Stanley study estimates that mobile traffic will outpace desktop traffic by 2015.

NIC has built ~54 iPhone, iPad, Android, and Windows Mobile 7 apps -- over a million downloads. find ARRA projects based on your current location. get directions to department offices. look up your dentist’s professional license. tag the buck you just shot. That said...

Nebraska Drive License Practice Test New Mexico Wait Times and Driver License Check Nebraska Drive License Practice Test

Best Practices Trust your employees, but give them a mission, structure and boundaries. Find something that only your agency can provide constituents, then talk about it. Be a good listener, and do something with that information. People trust other people over "a brand." Be human. Resources: http://govtwit.com http://oneforty.com

Mission. Tools. Metrics. Teach. Social Media Strategy in a nutshell... Mission. Tools. Metrics. Teach. Mission before tools. http://levyj413.wordpress.com/2009/06/08/mission-tool-metrics-teach/

Thank You! Janet Grard JGrard@egov.com