fostering social media communities
DESCRIPTION
How to encourage participation in government social media communities and manage negativity on social media pages while still complying with public records policies.TRANSCRIPT
Fostering Online Communities
On yourBlog
Facebook PageTwitter Feed
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Background
• R+L Carriers• State Government agency• Carmine Media• County Site Administrator
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Facebook• More than 700 million active users • Average user creates 90 pieces of
content each month • Average user is connected to 80
community pages, groups and events
• More than 150 million active users accessing through mobile device.
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Twitter• More than 100 million users• 300,000 signing up per day• 55 million tweets per day• 600 million searches per day• Busiest from 9-5 M-F
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Blogging
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• Multiple blogging platforms• Easy and free setup• Customizable• Comment and spam control• Connect to Twitter and Facebook• Custom URL
Interactivity
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Engage your Blog Readers• Publish regularly• Pay close attention to article titles• Share links with other blogs• Write posts with a call to action• Promote your blog!• Guest blog on other sites
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Engage your Tweeps• Create content worth RTing• Respond quickly to mentions• Ask questions• Link to Facebook and blog posts• Post photos and videos – photo of the day
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Engage your Facebook Community
• Create content worth sharing• Use photos and videos of events• Use FB questions for polls• Use events• Respond to comments• Tag other agencies or fans• Add a like box to your website
Chaos!!!!
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Embrace the Chaos• Complaints• Praise• Customer Service
Hunt, T. The Whuffie Factor
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Dealing with Mistakes
Three Common Mistakes• Wrong Pipe• Poor Judgment• TMI
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Wrong Pipe
Appropriate responseReaction should be rational and reasonable.
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Poor Judgment
• Kenneth Cole
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TMI
• Tweet by Ketchum executive visiting FedEx – a client
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Comment Policies
• Include a social media page on your website
• Add a policy to your Facebook page• Examples:
– EPA – U.S. Army– Missouri Department of Conservation– Florida State Parks
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Dealing with Negative Comments
• Be aware of them!• Are the comment true?• Be honest!• Thank them for commenting• Delete only if necessary and stated in
policy• Follow all public record retention rules
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Removing Posts
• Blog and Facebook– Set comments to approve before posting– Ask user to repost– Committee review– Err on the side of caution– Hide them
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Archiving for Public Records
• Check your public record request guidelines for record retention laws
• Screenshots• Email notifications• Spreadsheets/Word documents• Tweetbackup.com
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Who should Moderate your Site?
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Who Should Be Responsible
• Media Staff• General Inquiry• Everyone!• Choose wisely
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References• EPA: http://www.epa.gov/epahome/commentpolicy.html• U.S. Army: http://www.facebook.com/USarmy?sk=info • Florida State Parks http://
www.facebook.com/FLStateParks • Missouri Department of Conservation: http://
www.facebook.com/MDCOnline?sk=app_4949752878 • U.S. General Services Administration Guide to official
use of Social Media (26 pg document): http://www.gsa.gov/graphics/staffoffices/socialmedianavigator.pdf
• Government Best Practices guide: https://facebook-inc.box.net/shared/idnp0hs026
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Questions? Connect with me!Twitter: @suereynolds
Web: Carminemedia.com
Facebook: /carminemedia
LinkedIn: suesreynolds