1. Social Medias Growing Influence From Service Delivery to Engagement Daren C. Brabham, Ph.D. March 29, 2012 North Carolina City & County Communicators Conference

2. Overview From e-Government (service delivery) to e- Democracy (engagement) Different levels of engagement Situating social media in strategic communication planning Some examples and possibilities

3. 6 Phases of e-Government 1.providing information 2.providing online forms 3.accepting completed online forms 4.handling single transactions 5.handling multiple, integrated transactions 6.developing intergovernmental projects … to allow the delivery of new integrated services (Francis McDonough)

4. What About e-Democracy? Public participation, engagement, citizen input – Government talking to citizens – Citizens talking to government employees and politicians – Getting feedback on policies and plans – Collective visioning exercises, design charrettes – Creation of new resources and plans – of the people, by the people, for the people

5. (Karel Maier)

6. Strategic Planning R – Research. Back everything w/ research (primary & secondary) O – Objectives. H ave measurable goals (quantities & deadlines) S – Strategies. Find creative solutions and messages T – Tactics. Invest in good tools to execute strategies E – Evaluation. Did you meet objectives? Cycle back into research (Parkinson & Ekachai)

7. The Purpose of Social Media Dont take the social out of social media – Aim for conversations and engagement, not dissemination and service delivery Do a variety of things with the tools – Direct use (promotion & direction to other URLs) – Indirect use (individuals as brand ambassadors?) – Signaling (listening for chatter and alerts)

8. New Zealand Police Act Review

9. USPTOs Peer-to-Patent

10. Next Stop Design

11. SeeClickFix

12. How Your City/County Can Do This Use wikis and collaborative work spaces to empower citizens to give input on policies Let citizens volunteer their time and expertise to make government more efficient, effective Give citizens online space to create useful, beautiful things and public spaces Set up convenient reporting channels to keep a finger on the pulse of the community

13. The Benefits Increase public participation – Both quantitatively and qualitatively – Bring in new voices – People feel more connected to government Research issues and citizens – Social media analytics, social listening, monitoring Improve services and efficiency EDUCATE CITIZENS!

14. Plugs and Resources Rob Goodspeed has the goods – http://goodspeedupdate.com (see Internet Tools) Beth Novecks work – Wiki Government Next Stop Design code (Rails 2.2 framework) – http://tinyurl.com/NextStopDesign Link up with universities – Grants, research projects, tools, interns, visibility

15. Thank You! Questions? www.linkedin.com/in/darenbrabham @dbrabham darenbrabham