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

2. Customer Service

3. Core Tenets of Web 2.0
Openness
Collaboration
Community

4. 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

5. Double-click to enter title
“...an umbrella term that defines the various activities that integrate technology, social interaction, and the construction of words, pictures, videos, and audio.”
Social Media is...
Double-click to enter title

6. 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

7. 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

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

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

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

11. VT – Answers from the Governor via YouTube

12. Maine.gov

13. 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.

14. 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

15. 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.

16. 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.

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

18. 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...

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

21. 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:

22. Mission. Tools. Metrics. Teach.
Social Media Strategy
in a nutshell...
Mission. Tools. Metrics. Teach.
Mission before tools.

23. Thank You!
Janet Grard