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Here ya go - Remaining Q&A from GL Social Media Training
October 7, 2010 at 7:27 pm #112438
Lots of great questions on our Social Media - The Basics - online training and we didn't get to all of them....Here's the rest of them and please start answering them below.
Chime in speakers, audience, others.
Go into more detail on liability resources, please. Where are they? In Chicago, there's a case involving a police officer who has been using social media to do community policing, but there is now a debate over whether that time should be credited as work, and
if done after hours, considered overtime. How should you handle the "is
social media work" question? Are there examples of agencies that have
developed good policies in this area?
What happens if a new manager/administration come in and want to STOP social media? How are you handling records retention and storing comments (i.e. Facebook?) How do you address the retention requirements of state public records laws when a third party (like Twitter or YouTube) is in control of public records on third party social media sites? How would you use Social Media in Human Resources? are there any examples of a good government agency plan for soc med? Question for Andrew Wilson - Do you see social networking as having a greater impact on reaching your external office or can it be used successfully for collaboration and communication
internally? What are the positives and negatives for using it internally (for
example a Ning)?
How do you communicate that this is a trial, and still build credibility--what if you abandon a technique? For the Strategic Initatives documented posted by SAMSHA - how many people have responded / read the document? Good point by Andrew on the importance of internal network. What are the cultures like in the agencies regarding internal collaboration? Is there a desktop social media platform that includes govloop? Can you please comment on the difference between wordpress.org and wordpress.com. Thanks. What's a "Smurf fan site"? To first presenter if possible. Our City is one that is afraid of things like record retention and public comment. What are some additional ways I can make them more comfortable? I feel behind the times already - what are smurf fansites and LOLcat? What is 'social CRM', specifically what is CRM? FB just launched that feature this week to download data! what was the last C in the three Cs? Is it better for an agency to have a facebook profile or fan/business page? how often do government agencies use social media to research and help make purchasing decisions? How important is it for vendors to be present on these sites in the agency's opinion? Then how do you get your work done with thousands of inquiries to reply to? will contact information for the speakers be provided as part of the archived slides? I'm interested in sustaining the communities-isnt' it a more than 1 person job? @derikp note for the lower income question...mobile phone usage in lower incomes is the PRIMARY/only internet use point! Social Media Metrics on GovLoop http://tinyurl.com/39pehxd can you forward Q&As with slides? Do you have any ideas on how to evaluate success in social media campaigns?
October 7, 2010 at 7:31 pm #112464
October 7, 2010 at 7:34 pm #112462
Social CRM: CRM refers to Customer Relations Management. It is usually a system, or software package that tracks and monitors an organization's correspondence with its customers. A Social CRM tool focuses on the Social Media interactions, Hootsuite and Tap11 are 2 examples of Social CRM, although both work really well with Twitter, they work less well with Facebook, but they're working on it.
October 7, 2010 at 7:36 pm #112460
note for the lower income question...mobile phone usage in lower incomes is the PRIMARY/only internet use point!
Social Media Metrics on GovLoop http://tinyurl.com/39pehxd
October 7, 2010 at 7:39 pm #112458
How are you handling records retention and storing comments (i.e. Facebook?):
I'm interested to see what the new Facebook "Download Data" features offers, that could be a great solution. Currently, since it needs to be searchable, I do the unenviable task of copy and pasting all comments into a word document every month. It only takes about 15 minutes.
October 7, 2010 at 7:56 pm #112456
October 7, 2010 at 7:57 pm #112454
October 7, 2010 at 8:06 pm #112452
okay okay, I admit I asked the smurf fan site question. I guess I wasn't sure if you were getting at something in particular, like "smurf fan site" was short hand for some specific mistake made when setting up a social media site...
Am I reading too much into this?
October 7, 2010 at 8:30 pm #112450
Carol A. SpencerParticipant
Interesting question about low income use. See this report: http://thehispanicinstitute.net/files/u2/Hispanics_and_Broadband_Access.pdf. Also, in Africa, see this http://www.webfoundation.org/, Sir Tim Berners-Lee's project which is focusing on bringing web-based information to developing countries (low-income people and people with English language barriers) via mobile phones.
How many people it takes to sustain the communities will be dependent on how much you engage citizens. At this point, MorrisCountyNJ social media is more of a push effort, announcements and such. Doing that has given our governing body comfort that they're not going to get all the negative comments they might have thought, and confidence to allow us to engage more and more. We find the volume of comments to be very low.
At our NAGW National Conference, Dr. Phil Mui from Google presented a keynote on Google Analytics wherein he discussed measuring social media success. Conference materials are available to attendees until January 1 and then to all NAGW members.
Social CRM: Hootsuite.com paid versions interact with Google Analytics.
FB profile vs fan page: IMHO a fan page is the better solution. To create one, you have to start with a profile, but then lock the profile down so no one can find it. With a fan page you can create your own tabs using FBML. See the "Be Prepared" tab on http://www.facebook.com/MCUrgent (props to @lingokid who taught me how to do one).
October 7, 2010 at 8:47 pm #112448
FB profile vs fan page:
I agree with Carol, that a page is better. If for nothing else you get more data on them (increase in fans, and interactions) There are somethings that pages can't do, which gets a little frustrating.
As far as I know, you can't Tag a page in a photo, which maybe is a good thing, but I can see where it would be really useful.
You also can't see the mentions of your page, although you can track how many there are.
October 7, 2010 at 8:47 pm #112446
What's this Gov 2.0 Toolkit, sounds intriguing.
October 7, 2010 at 9:23 pm #112444
Is a fan page the same as a business page? I tried a business page but couldn't post to it from twitter and couldn't figure out how to migrate my friends so i shut it down. I also asked the question about a desktop application that posts to govloop. Know of one?
October 7, 2010 at 9:54 pm #112442
Carol A. SpencerParticipant
Yes, a fan page is a business page.
We use Hootsuite.com to post to Twitter & FB at the same time. I have multiple social media networks set up in Hootsuite and all it requires is checking which network I want the post to go to. Hootsuite will feed Twitter, FB profiles, FB pages, LinkedIn and I'm not sure what else at this point. If you need to go to more social networks than that, you can go from Hootsuite to ping.fm to other social networks.
October 7, 2010 at 10:03 pm #112440
Groups and pages continue to evolve on Facebook. They were de-emphasizing groups until this week when they got relaunched with new features...So that's a grey area.
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