a new level of public feedback: beyond social media
TRANSCRIPT
A New Level of Public Feedback
Going beyond social media
JULY 23, 2014
SUBMITTING QUESTIONS
Jordan Gilgenbach
Communications Coordinator
City of Edina, MN
Twitter: @EdinaMN
Email: [email protected]
Matt Hall
Product Manager
Granicus
Twitter: @hallm13
Email: [email protected]
Thao Hill
VP of Sales
Granicus
Twitter: @thaohill
Email: [email protected]
SPEAKERS
JULY 23, 2014
▪ Quick Granicus Overview
▪ Trends in Online Engagement
▪ Social Media in the Spectrum
▪ SpeakUp: Next Level Engagement
▪ SpeakUp & Social Media Together
▪ Examples: SpeakUp, Edina!
▪ Questions
JULY 23, 2014
TODAY’S AGENDA
▪ Industry-leading government transparency, efficiency, and
community collaboration solutions provider
▪ Extensive experience in digital government
▪ We are serving 8+ million citizens per year, and are receiving 15-20
million pageviews a month!
▪ 20,000+ government users currently leveraging our technology
▪ ~400 terabytes of government data in the Granicus cloud
▪ 1,000+ clients in all 50 states and Canada
JULY 23, 2014
ABOUT GRANICUS
JULY 23, 2014
CLOUD SOLUTIONS FOR GOVERNMENT
Local State Federal
Special District School DistrictCounty
Use the hashtag #GranicusWebinar to join the conversation on Twitter! JULY 23, 2014
OUR CLIENTS
What do you think is the most challenging part of
engaging citizens in your community ?
▪ Lack of quality feedback
▪ Keeping conversations constructive
▪ Citizen feedback is not representative of community as a whole
▪ Feedback is difficult to compile
▪ Other
POLL #1
JULY 23, 2014
Which social media tool do you use the most?
▪ Youtube
▪ None
JULY 23, 2014
POLL #2
TRENDS
Citizens increasingly expect
government to provide a
convenient way to voice their
feedback and participate
online!
72% of gov survey respondents
are still primarily relying on
Phone, Email, and In-Person Q: How do you currently receive
feedback and ideas from citizens?
JULY 23, 2014
DIGITAL TRENDS
91% said they want an easier
way to gather high quality
input from citizens
7% think it’s cool and
innovative
The other 2% are following
directives from elected
officials
Q: Why are you considering citizen
involvement online?
WHAT DOES THIS MEAN FOR GOVERNMENT?
JULY 23, 2014
▪ Online communities 66% of social media users have taken part in civic engagement on social platforms
▪ Time spent online Social networking and online forums take up 27% of time spent online
▪ Mobile participation 15% of mobile browsing activity occurs on social/online forums
▪ Greater Impact & Influence Online “Culture of collaboration” - the depth and value of information sharing is increasing.
FINDING A NEW MEDIUM FOR COMMUNICATION
JULY 23, 2014
CREATING A DIGITAL
ENGAGEMENT STRATEGY
Where to start:
• Free tools
• Broadcast information
• Make announcements
• Direct friends & followers to other sites
• Share photos & videos
• Appeals to broad audience
JULY 16, 2014
UNDERSTANDING ONLINE ENGAGEMENT TOOLS
LEVELS OF ENGAGEMENT
JULY 23, 2014
JULY 23, 2014
TOOLS FOR INFORMING CITIZENS
• limited reporting
• low-quality
conversations
• disappearing
posts
• limited control
• nobody to help
with strategy
LIMITATIONS OF “INFORM” TOOLS
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NEXT STEP: DEEPER LEVELS OF ENGAGEMENT
JULY 23, 2014
• positive
community
feedback
• long-term
engagement
• prioritize ideas
• reporting tools
• support
BENEFITS OF AN ONLINE ENGAGEMENT PORTAL
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DEEPER LEVELS OF ENGAGEMENT(LIVE DEMO)
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CREATING A TWO-WAY DIALOGUE
▪ Consult
▪ Involve
▪ Collaborate
DEEPER LEVELS OF ENGAGEMENT
JULY 23, 2014
Progressing along the spectrum
An effective means of sharing your
engagement portal and discussions:
• 1 in 10 US get news through Twitter
• 30% of Americans get news on
• 45% of Twitter news consumers:
18-29 years old
• 4 in 10 have at least a bachelors
degree
SOCIAL MEDIA: PART OF AN INTEGRATED STRATEGY
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BENEFITS OF AN INTEGRATED STRATEGY
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SUCCESS STORY:CITY OF EDINA, MN
• First-ring Minneapolis suburb
• Population of about 48k
• Demographically older citizen base
• 300 government employees, Mayor and 4 council
members, 10 boards and commissions
• Home to international Dairy Queen and world’s first
enclosed shopping mall, Southdale Center
• Started using Granicus for video streaming in 2008
CITY OF EDINA, MN
JULY 23, 2014
How has social media been effective?
• Create a lot of content
• 10 press releases a week
• A lot of site traffic
Where is social media problematic?
• Lack of engagement
• Likes ≠ engagement
CITY OF EDINA, MN & SOCIAL MEDIA TOOLS
JULY 23, 2014
• SpeakUp is different than social media
• New discussions posted every month
• Successes found with SpeakUp
✓ Central location for feedback
✓ Much broader reach
✓ 130% increase in membership over the past year
✓ More thoughtful and in-depth feedback
✓ Easy reporting
SPEAK UP EDINA!
JULY 23, 2014
Examples of Successful Discussion
Topics:
• Bee Keeping
• Food Trucks
JULY 23, 2014
EDINA MONTHLY DISCUSSIONS
Visit www.granicus.com to register
JULY 23, 2014
UPCOMING EVENTS
AppStore Webinar IAP2 Conference3CMA Conference
SEPTEMBER 3-5, 2014 SEPTEMBER 28-30, 2014INTRODUCING THE GRANICUS
APPSTORE
Are you interested in learning more about the
citizen participation tools you saw here today?
▪ Yes
▪ No
▪ Not Sure
JULY 23, 2014
POLL #3
QUESTIONS?
THANK YOUPLEASE TAKE OUR SURVEY UPON EXITING