Welcome CCSF!

Zach WoodwardSocial Strategy

@zachwoodward

In/zachwoodward

1960’s Mainframe Computing

1990’s Desktop

Cloud Computing

2000’s Mobile Cloud

Computing

2010’s SocialRevolution

1970’s Mini Computing

1980’s Client/Server Computing

10X more users with each cycle

Data Management

Apps

Business Logic Apps

Process Automation

Apps

Web Apps

Mobile Apps

Social Apps

Technology Changes

Social Revolution:

Social Users

Email Users

2007 2008 2009 2010 2011

1.9 billionsocial users

Source: Comscore, June 2011

Social Revolution: Social Networking Surpasses Email

30 MILLION

500 MILLION

Social Revolution: Twitter is BIG

Social Revolution:

Social Revolution

Social Revolution

The Social Citizen Revolution

What about the Government?

Your employees, citizens, officers, tourists, elected

officials, are all social!

The Social Divide

Citizens Expect to be Engaged on Social

of respondents said they attended an event or visited an attraction they learned about through one of our social media properties.”

73%“Should our

startup move to #SF ?

I don’t feel safe on the BART

tonight

Meryl LevitzPresident and CEO of Greater Philadelphia Tourism

What does all this mean for

Government?

Citizens = Customers.

Two Types of Agencies

Revenue Generating Agencies

SFO

Tourism TaxesParking Tickets

FinesEconomic Development

DMV

Transit (BART)

New Jersey Transit improved customer service by listening and engaging constituents on their terms

Deployed a salesforce.com customer service portal and also tapped Marketing Cloud to improve customer service for 900,000 daily trips.

Raised customer inquiry handling by 500%

Reduced response time by 35% without adding staff

Non-Revenue Generating Agencies

Health ServicesWorkforce Services

Emergency ServicesVeterans Affairs

Public Safety

Education Systems

Arizona Department of Health Services creates and measures success statewide marketing campaigns.

Built a social presence at scale, driving awareness campaigns through social and mobile & measuring them all in one platform.

Listens to the entire social web gaining insight into their community, crowdsourcing content, and keeping their finger on the pulse of their citizens health.

American Red Cross Uses Marketing Cloud to Share Relief InformationListens to thousands of conversations in Social Media Command Center

Disseminates critical information via social channels in the first 24 hours following disaster

Monitors social media activity to ensure information is accurate & up to date

Volunteers from previous disasters engage with advice

We quickly learned that people are talking about the Red Cross every single day, and not always how we expected them to.

“Wendy Harman, Social Media Manager

Where Do You Begin?

It All Begins with Listening

Ideas

Complaints

Compliments

Crisis

Campaigns

Influencers

Needs

Safety Concerns

Thank You