Social engagement 15 tips from the trenches

Social media seduction... Government use of social media... Listen, listen, listen2.. Actively solicit feedback 7 principles for online engagement... Beware the pitfalls• Rhetoric not m

Social media seduction

Social seduction?

What we’re covering today

• Skeptical & vocal customers/stakeholders

• Transparency & accountability demands

• Service quality expectations

• Speed & control

• Intermediaries

• Gen Y

Challenging communications environment

Government use of social media

1 Listen, listen, listen

2 Focus on those that matter

3 Forge long-term relationships

4 Show, don’t tell

5 Provide context

6 Actively solicit feedback

7 principles for online engagement

Beware the pitfalls

• Rhetoric not matching reality

• Pushing too hard

• Not listening

• Not managing expectations

• Not framing discussions properly

• Poor moderation

• Unprepared for risks

Assessing online reputation risks

MODERATE

High likelihood, low impact

SEVERE

High likelihood, high impact

od

of iss ue /ri

Responding to online comments

Recap

COMMENTS?

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