際際滷

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ONLINE
COMMUNITY
ENGAGEMENT
FOR
GOVERNMENT
SINGAPORE, HONG KONG | April 2014Charlie Pownall | CPC & Associates Ltd
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Social media seduction
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Social seduction?
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What were covering today
WHY HOW PITFALLS
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 Skeptical & vocal customers/stakeholders
 Transparency & accountability demands
 Service quality expectations
 Speed & control
 Intermediaries
 Gen Y
Challenging communications environment
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 Raise awareness
 Drive/change behaviour
 Drive transactions
 Forge consensus
 Enhance/protect reputation
A wealth of opportunities
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Government use of social media
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1. Listen, listen, listen
2. Focus on those that matter
3. Forge long-term relationships
4. Show, dont tell
5. Provide context
6. Actively solicit feedback
7. Create sense of ownership
7 principles for online engagement
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#1Listen,listen,listen
INSIGHTS & IDEAS
RELATIONSHIPS
& DIALOGUE
RISKS & INCIDENTS
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#2Focusonthosethatmatter
Source: Salter Baxter
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#2Focusonthosethatmatter
RESPOND CO-OPERATE
MONITOR ENGAGE
-WILLINGNESSTOCO-OPERATE+
- INFLUENCE +
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#3Forgelong-termrelationships
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#4Show,donttell
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#5Providecontext
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#6Activelysolicitfeedback
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#7Createsenseofownership
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Beware the pitfalls
 Rhetoric not matching reality
 Pushing too hard
 Not listening
 Not managing expectations
 Not framing discussions properly
 Poor moderation
 Unprepared for risks
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Assessing online reputation risks
MODERATE
High likelihood,
low impact
SEVERE
High likelihood,
high impact
LOW
Low likelihood,
low impact
HIGH
Low likelihood,
high impact
-Likelihoodofissue/risk+
- Impact of issue/risk +
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Responding to online comments
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Recap
1. Listen, listen, listen
2. Focus on those that matter
3. Show, dont tell
4. Provide context
5. Actively solicit feedback
6. Create sense of ownership
7. Forge long-term relationships
8. Beware the pitfalls and manage the risks.
息 2015 CPC & Associates Ltd. All rights reserved 24
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QUESTIONS?
COMMENTS?
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CONNECT WITH ME:
@cpownall
charliepownall.com
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Editor's Notes

  1. http://web.mit.edu/newsoffice/2014/democratizing-data-visualization.html