Social Media in Local Government

Logical Boxes Framework

Draft of Framework for discussion 2011

For more visit http://

www.symphony3.com/Social-Media/Social-Media-And-Local-Government

People Needs

2

How we do it?

Financial Sustainability

Building Blocks

Level 0 Social Media – Logical Boxes For Local Government

Why We Exist?

People Needs

3

How We do It

Financial Sustainablity

Building Blocks

Level 1. Social Media Logical Boxes

Make (Services delivered)

Why We ExistMission Vision Core Values

Lower Costs More Efficient ProcessesImproved Customer Service – more support at

no additional cost

People (internal) StandardsTechnology

(Tools)Finance (Budget)

Data and Information

Who are you Serving? Where are they?

ResidentsLocal

Busineses

What Drives them to Engage with you?

Supporting Activities

CommunicateListening

Talking

Supporting

Energising/engaging

ResidentsLocal

Business

Strategic Goals

People: Target Groups

Who?

4

Level 2: People Logical Box

Youth

Families

Elderly

Ethnic Groups

Visitors

What are their needs?

Employees Improved inter -and cross-departmental communication, more efficient processes, innovative and engaging workplace

Easy to interact with council, services available outside work hours, information on leisure activities and drug and alcohol assitance

Information on leisure activities, music,

Assistance with staying active in the community, access to community services, medical assistance

Assistance with language and integration with community

Timely information on upcoming events

Business (small business)

Business (large and medium)

Networking opportunities, access to timely advice and information, access to education and seminars

Access to information on planning and local laws, working on cross community initiatives

Why We Exist?

Mission

5

Level 2: Why We Exist - Logical Box

Vision

Community Inspired Leadership

Improved inter -and cross-departmental communication,

more efficient processes, innovative and engaging

workplace

Easy to interact with council, services aailable outside work hours, information on leisure

activities and drug and alcohol assitance

Core Values

Respect for the diverse segments in the the community

Strategic Goals

Customer Service

Improved Customer Service

Improved Asset Management

Better community to live in

Financial Sustainability

Lower Costs

6

Level 2: Financial Sustainability - Logical Box

Less Paper

More efficient Processes

Reduction in double handling

Improved Customer service

Less travel time

More detailed and timely information provided online

Less administative time

Reduced Staff (through reduction in inbound calls)

Make

Make

Support

IT

Asset Operations &

Functions

7

Rates and Property Functions

Planning Functions

Level 2: Make (Services Delivered) and Support – Logical Boxes

Community Functions

HEALTH SERVICES

COMMUNITY SUPPORT

LIBRARY

STATUTORY ROLES

STRATEGIC PLANNING MANAGE RATEPAYER

RECEIPTS

DEBTORSMANAGE PROPERTY

Financial Functions• Cash Receipting

• Financial Reporting• Financial Accounting

• Procurement PayrollCorporate

Risk

CRM• Incident

Management• Call Centre

• Service Orders

Document ManagementEnvironment

& PolicyGIS

DESKTOPOffice, Explorer etc

HR

OH&S

Economic Development

Communicate

Listening

8

Supporting

Talking

Level 2: Communicate– Logical Box

Energising/Engaging

Actions Required Person Responsible Completion Date

Strategic Plan Now – Where - How

Combination of communication goals (eg. Supporting and listening)

Actions Required Person Responsible Completion Date

Strategic Plan Now – Where - How

Actions Required Person Responsible Completion Date

Strategic Plan Now – Where - How

Actions Required Person Responsible Completion Date

Strategic Plan Now – Where - How

Actions Required Person Responsible Completion Date

Strategic Plan Now – Where - How

Building Blocks

People (Internal)

9

Level 2: Building Blocks - Logical Box

Leadership

Data and Information

AnalyticsGoogle /Webtrends

FacebookLinkedIN metrics

Standards

API’s/ Web services

More detailed and timely infrmation provided online

Improved Asset Management

Improved Asset Management

Change Management

Training and skills transfer

Awareness Raising

Roles and responsibilities

SM Policy and Procedures- General Social Media

Guidelines- Response Guide

- Tool specific Policies

Data Standards

Tools and Technologies

Wiki(s)Facebook

Twitter Blogs

Online Video

Enterprise Micro-blogging (Yammer)

Linked In

Slideshare.net

Slideshare.net

Finance (Budget)

External Skills

New Skills – train or emplay

Risk Management

Purchase tools

Marketing Internal and external

http://www.symphony3.com/Social-Media/Social-Media-And-Local-Government

This is a draft powerpoint version of the Framework – for more info visit: