1. Social Media
4 Service
Delivery
Miles Maier

2. Digital Service delivery
• Self-help solutions
• Smart Assistants
• Online assessments
• Live Chat
• Mobile device apps *
• Social Media *

3. ICE BREAKER
• Name, job, one thing from today
• Questions you may have?
• Using social media to connect with socially,
financially, digitally disenfranchised clients?
• Impact on the way we deliver services?

4. #1.
WHAT
IS
SOCIAL MEDIA?

5. “ Social media…is
about pursuing
relationships and
fostering
communities.
Paul Adams, Google
http://thinkoutsidein.com/blog

6. “
Social media
just now reached
such a critical
mass, it‟s too
hard to ignore.
You don‟t want to be
„that guy‟ who refuses to
adapt to change and
loses touch with reality.”
JuliaRoy
http://juliaroy.com

7. Social media is the vehicle
by which men have finally
decided it‟s cool – and
valuable – to open up,
share, make friends and
have conversations.
(Women have know this for
eons.)”
Diane Hessan
http://Communispace.com

8. Social media is online media
that starts conversations,
encourages people to pass it
on to others, and finds ways to
travel on its own.
Idealware
http://www.idealware.com

9. Photo: flickr.com/photos/briansolis/

10. #2.
WHY DO
WE NEED
SOCIAL

11. Why social media
• huge and still growing
• cost-effective way to engage
• complements your existing comms
• Driving traffic, increasing supporters
• effective at some things, less effective at
others

12. ....if Facebook
were a country, it
would be the third
most populated in
the world, ahead
of the United
States.
Only China & India are more populated

13. The proportion of
women aged 18-34
who check Facebook
when they first wake up
ONE- – even before going to
the bathroom.

14. http://ansonalex.com/infographics/facebook-user-statistics-2012-infographic/

15. 27 MILLION.
The average number of “tweets” per day on Twitter.
THAT‟S 8X LAST YEAR‟S VOLUME.

16. 24
HOURS
The amount of video
uploaded to YouTube every
minute.
THAT‟S MORE THAN DOUBLE LAST YEAR‟S VOLUME.

17. 4 BILLION.
The number of images hosted on
Flickr.
THAT‟S 13X MORE THAN THE LIBRARY OF
CONGRESS.

18. NINETY-FIVE.
The percentage of US companies
using LinkedIn to find and attract
employees.
59% use Facebook
and 42% use
Twitter.

19. #3.
WHAT ARE
WE TRYING TO
ACCOMPLISH?

20. Over to you…
• Define social media goals
• Define your audience

21. #4.
SOCIAL MEDIA
TOOLS & HOW THEY
MIGHT HELP

22. Facebook
• Driving traffic to website
• Moving people to take action – advocate,
volunteer
• Less success with direct fundraising
• Resource: min. 2 hours per week

24. Twitter
• Connect with like-minded organisations and
people
• Cultivating new connections
• Huge reach, quickly
• Resource: min. 2 hours per week

28. YouTube
• Video can be compelling
• Start conversations, spreading the word,
hosting user content, host a video channel
• Driving traffic to your website
• Resource: min. depends on what you plan to
do

29. www.youtube.com/watch?v=wkbiUrhmNCE

30. Flickr
• Tells a story and moves people to take action
• Driving traffic to main website
• Resource: min. event specific, but new content
helps

32. LinkedIn
• Recently passed 100m users
• Professional networks
• Connecting with like-minded people
• Good fit for those supporting people in their
jobs
• Resource: min. 2 hours per week

34. FourSquare
• Location based
• Crowd sourced
• Driving traffic, both online and in person
• Building personal relationships
• Spreading the word

36. Other tools
• Google+ - grown quickly, non-profit potential
unclear
• Ning – start your own online community
(NAVCABoodle)
• Blogs – content is everything

37. #5.
MOBILE
APPS
& ADVICE

40. #6.
CHOOSING TOOLS TO
MEET OUR
GOALS?

41. Common Goals
• Fundraising - promoting existing campaigns, engaging
supporters, clients, funders
• Advocacy – taking action, educating, thanking and celebrating
• Volunteering – conversation and community, reach new
volunteers, celebrate current volunteers
• Events – promotion, during the event, post-event
• Online promotion and outreach – driving traffic, building lists
(pledges, petitions), viral content

42. #7.
WHAT ARE
OUR SOCIAL MEDIA
BARRIERS?

43. 5. USING SOCIAL
BARRIERS TO Barriers
MEDIA…
• Skills
• Capacity
• Change factors
• Social media tools
• Strategy

44. Which tools?
Hours per week you Max. number of social
can commit to social 2 media channels you
media can support
Goal #1 Goal #2 Goal #3 Content: Expertise: Total Rank
how easy will how easy to get
it be for you staff up to
to produce speed?
the necessary
content?
Facebook
Twitter
LinkedIn
Youtube

45. Where to next…?

46. Where to start…
Social Media Planning Guides
www.idealware.org/
Digital Story
Tellinghttp://ictknowledgebase.org.uk/digitalstorytelling
Common Craft
www.commoncraft.com
SocialSource Commons
https://socialsourcecommons.org

47. Stuff Lasa does
Twitter @LasaICT
Lasa ICT Knowledgebase
www.ictknowledgebase.org.uk
Monthly e-bulletin
www.lasa.org.uk/publications/ict-publications/
Events
www.lasa.org.uk/ict/lasa-technology-events-and-
conference-programme-2012/

48. Credits
This presentation is remixed and adapted from “What
the F**K is Social Media” by Martha Kagan of
espresso.com under Creative Commons Licence
Attribution-Non-Commercial 2.5, and added to with
nuggets of our own received wisdom (yes, really).
All images are from iStockphoto.com unless
otherwise acknowledged.
http://creativecommons.org/licenses/by-nc/2.5/