Social Media #IACA14

Introductions Preview Twitter Feed #IACA14

Social Media Revolution 2014 #IACA14

Types of Social Media General Facebook, Google+, MySpace, and LinkedIn Blog Twitter, Blogster Photos Flicker, Picasa, Instagram Video SnapChat, Vine, Vimeo, YouTube #IACA14

Crisis Communications Used in a number of crisis situations for communications Egyptian Worker Protest Tunisian Protest Iranian Election Protest Boston Marathon Bombing Colorado Wildfires Waldo Canyon Fire Extensive wildfire in the Rampart Range Over 32,000 Colorado Springs residents evacuated Highway 24 closed Insurance claims for $352.6 million #IACA14

Use of Twitter in Waldo Canyon Fires Media, Organizations and Citizen Journalists Over 100,000 tweets used the #waldocanyonfire hashtag More than 25,000 unique Twitter users tweeted about the fire Largest retweet increase from local organizations Waldo Canyon Fire Tracker Created by Scott Seibold and Robbie Trencheny Target audience not Twitter users #IACA14

Candidate Filing Process State and Federal Offices Parties, Ethics, Finally Elections Elections wanted Automated system Tweet candidate information No extra people Twitter Application Read candidate filing database Scheduled tweets #IACA14

Why go there? Old Channels vs. NextGen thinking (90% of yr. old, Pew Research Internet Project Sept ) Business needs Connecting with the customer 73% of online adults use social media; 71% use Facebook; 42% use multiple platforms They’re already talking about you there. You’re there already. You’re there #IACA14

“Talk to with me” Who do we talk with? What should we say?we say Inform, provide customer service, invite dialogue Keep it fresh and visible Who does the talking (for whom)? Don’t forget the Tech talk. Help your techs help you Know your platform tools Monitor and metrics #IACA14

How do we say it? Learn the Agency Voice Avoid insincerity/PR voice Don’t be cute Grammar, spelling and punctuation count Polite, friendly and helpful Repurpose according to the platform Push AND interactive Answer questions ASAP (within 24 hrs) Engage in the conversation Take complex questions/problems off-line Limited only by the imagination #IACA14

West Virginia Secretary of State Natalie E. Tennant Social Media - Policy #IACA14

West Virginia Secretary of State Natalie E. Tennant Elements of our Policy: 1 - Purpose 2 – Scope 3 – Legal Authority 4 – Relevant Documents & Material 5 – Policy 6 – Enforcement & Authority 7 – Definitions Appendix: Acknowledgement for Usage #IACA14

West Virginia Secretary of State Natalie E. Tennant Purposes to provide: Appropriate implementation and authorization of social media sites; Responsible use of social media to conduct work-related research and to communicate with others; Security measures to protect individuals, sensitive information, and State systems; Accurate and professional representation of the State’s positions. #IACA14

Policy addresses: The right to filter, monitor and review all use of social media No expectation of Privacy Limit content to non-confidential and non-sensitive information Restricted use of system log-in credentials Requirements of posting information – privacy, behavior, administration, prior approval, … Individual user requirements Use of required Disclaimers West Virginia Secretary of State Natalie E. Tennant #IACA14

West Virginia Secretary of State Natalie E. Tennant Other Names vs. Policy: - Guidelines- Best Practices Other approaches include presenting: 1. Coca-Cola:2. Dell: Values Protect Information Commitments Be Transparent & Disclose Activities Follow the Law, Code of Conduct Expectations Be Responsible Be Nice, Have Fun & Connect #IACA14

West Virginia Secretary of State Natalie E. Tennant Best Practices for Social Media Follow the rules. Make it easy for people to find you. Don’t play hide & seek. Create a management method. Manners matter. Post content that is meaningful & relevant to your unit. Be accurate. -Kansas State University #IACA14

West Virginia Secretary of State Natalie E. Tennant Reviewing decisions relating to violations to organization policies is: The National Labor Relations Board. “Many view social media as the new water cooler”. “All we are doing us applying traditional rules to new technology.” - Mark G. Pearce, Chairman #IACA14

Technical Concerns Candidate Filing Example Accounts Twitter Challenges Hashtags #IACA14

Accounts Multiple accounts SMS Messaging #IACA14

Challenges Authentication Changes to the protocol 140 Characters Truncated Tweets #IACA14

Hashtags #IACA14

West Virginia Secretary of State Natalie E. Tennant Social Media -Future #IACA14

West Virginia Secretary of State Natalie E. Tennant “What goes round, comes round”. Today, thanks to Social Media, Customer Service is again becoming a primary focus. Communications are suddenly global, instantaneous, and collaborative. “Tribes” are once again appearing! #IACA14

West Virginia Secretary of State Natalie E. Tennant Current offerings: Collaborative sites - Wikipedia Blogs/ Microblogs - Twitter Content communities/ media sharing – YouTube, Vimeo Social networking – Facebook, MySpace Event Updates/ Calendars / Chat Music & radio Gaming #IACA14

What is the appeal? Information News Connection to friends and family Share Video Bookmarking Knowledge sharing West Virginia Secretary of State Natalie E. Tennant #IACA14

West Virginia Secretary of State Natalie E. Tennant What is Social Media anyway? Various Means of Communication offered via the Internet Where is it going? Who really knows? As far as the mind takes us? We are the future…. #IACA14