Ccsf ebc social media and gov
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Welcome CCSF! Zach Woodward Social Strategy @zachwoodward In/zachwoodward
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Transcript of Ccsf ebc social media and gov
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
