1. CREATING THE ENTERPRISE SOCIAL MEDIA GAME PLAN September 2013

2. © Stern Consulting, LLC 2012 1

3. SOCIAL MEDIA/CRM/311 CUSTOMERS 2

4. © Stern Consulting, LLC 2012 AGENDA 3  Why Enterprise Social Media?  Creating and Structuring the Team  Enterprise Components  Potential Technologies/Applications  Developing Measureable Goals  Monitoring Tools  Measuring the Impact  Case Studies  Comparative Analysis

5. © Stern Consulting, LLC 2012 BENEFITS OF AN ENTERPRISE PROGRAM 4  Cost savings and efficiency  Improved services  Create workforce efficiencies  Helps develop scalable infrastructure  Enhances transparency  Develops an Open Data platform to share data with citizens

6. © Stern Consulting, LLC 2012 KEY COLLABORATION FEATURES  Outcomes and accountability  Bridging organizational cultures  Leadership  Clarity of roles and responsibilities  Participants  Resources  Written Guidance and Agreements 5

7. © Stern Consulting, LLC 2012 ENTERPRISE COMPONENTS 6  Contact Information  Organizational Information  Processes and Regulations  Neighborhood Information  Policy and Performance  Documents/Forms  Transactional data  Offline Participation Information  Online Interactivity & Participation  Transparency and Accessibility

8. © Stern Consulting, LLC 2012 PARTICIPATORY CONTENT 7  Council meeting information  Opportunities to participate in offline events such as hearings or commissions  Grants, training, technical assistance  Volunteer opportunities  On-line opportunities such as blogs, comments forms, electronic town meetings  Opt-in options for RSS feeds, Twitter, email alerts, etc.

9. © Stern Consulting, LLC 2012 TRANSPARENCY & ACCESSIBILITY 8  Language availability  ADA compliance  Privacy and security updates  Accessibility to data via on-line search, downloading, and transactional data  Downloadable forms  On-line chat  On-line transactions

10. © Stern Consulting, LLC 2012 POLICY ISSUES 9  Determine goals and objectives for using social media tools  Bring together a multi-functional team including all stakeholders from communication, legal, technology, HR, and program units  Identify existing policies that apply to the use of social media tools  Discuss conflicts or inconsistencies between proposed and existing policies and procedures

11. © Stern Consulting, LLC 2012 ENGAGEMENT CONTINUUM  Provide info to citizens and assist in understanding it 10 Inform Consult Empower Incorporate Collaborate Source: Int’l Assn. for Public Participation (IAP2), 2013  Secure feedback on analysis, alternatives, and decisions  Work with the citizens to ensure that concerns are understood and considered  Partner with public in each aspect of the decision and providing potential solutions  Place the final decision in the hands of the public  Data sheets, website, open houses  Pubic comments/ meetings, focus groups, and surveys  Workshops and polling  Advisory committee, consensus building  Citizen juries, ballots, delegated decision- making Objectives Tools

12. © Stern Consulting, LLC 2012 Spencer Stern 773.965.1650 #spencerstern1 spencer@sternconsultinginc.com www.sternconsultinginc.com Change Management Blog http://www.govloop.com/profiles/blog/list?user=1l6nclusxlq6q 11 CONTACT INFORMATION