February 2012 The Social Revolution tips, examples, resources

Steve Lunceford 20 years experience in strategic communications/media relations; 10 in Public Sector Sprint, Choice Hotels International, NASCAR, BearingPoint, RadioShack, Paramount, the NFL, government agencies worldwide. Founder of GovTwit.com, 1 st and largest social media directory for government.GovTwit.com Co-host of Gov20Radio.com, a weekly podcast about the use of social media Facebook.com/GovTwit

Tips Examples Resources

Market insight Americans spend nearly a quarter of their time online on social networking sites and blogs, up from 15.8% in 2009

Facebook dominates Users spend more time at FB than any other web brand

Active users are influential 60% of social media users create product/service reviews Consumer-created reviews are preferred information source for product/service value, price and quality

3 Tips

Learn

Don’t fear failure

Focus on: Objective, Tools, Metrics OTM

Examples

Listen If you deal with customer service, can head off potential problems If you manage internal comms, can lead to practice improvement If you manage media, can lead to interviews If you manage operations, can lead to competitive intelligence

Get real-time feedback What’s your strategy to reach out and engage with reviewers?

Reach an audience that matters Example: DoD Blogger’s Roundtable How could you use social tools/channels to better reach parents, educators, administrators? Do you monitor edublogs?

Communicate faster and better Example: FDA’s 2009 Peanut Recall Example: LAFD on Twitter

Communicate faster and better How could you curate/share content to become more relevant resource to your target audiences?

Experiment & measure what works

Share success in organization

1. Take the pulse 2. Communicate faster and better 3. Obtain real-time feedback 4. Identify service delivery problems 5. Crowdsource ideas Tune into social networks

Resources

© 2010 Deloitte Services LP Deloitte’s annual Technology Trends report examines the ever-evolving landscape of technology put to business use. This year’s theme, Elevate IT for digital business, examines the broad impacts of five technology forces that have influenced our reports over the past several years – analytics, mobility, social, cloud and cyber security. Tech Trends 2012 Elevate IT for digital business Learn more! deloitte.com/us/techtrends2012 Available for iPad and Android tablets Making Sense of Social Data Digital exhaust and the next frontier in social data analytics The revolution in sensemaking—in deriving value from data—is having a profound and disruptive effect on everything from supply chains to corporate strategy. Learn more! deloitte.com/us/deloittereview Available for iPad Social Business Beyond the buzz Social Business is a concept that goes beyond the buzz of social media networks; it’s a practice that can enable more efficient, effective and net-new connections inside and outside your organization to drive performance. Learn more! deloitte.com/us/socialbusiness

Measurement (& other) resources + Navy SlideShare: Radian6 eBooks & blog: Metric, 1 Minute YouTube series: Dan Zarrella: + Hubspot: media-monitoring-in-10-minutes-a-day + A Wiki of Social Media Monitoring Solutions ( + Google Trends (and other helpful GOOG search analytic links) ist/index.html ist/index.html + & enthttp://delicious.com/dslunceford/monitoring ent + Education hashtags used on Twitter: ml ml + Education Twitter chat calendar: chats-twitter + YOUR PEERS!

Q & A