The Community Manager Challenge
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Transcript of The Community Manager Challenge
Lovisa A. Williams
@LovisaTalk
U.S. Department of State
27 July 2011
Official Social Media Sites
2
48 Flickrsites/groups
88 Twitter feeds 11 official personal
feeds
76 YouTube channels 245 Facebook pages1 Second Life Island
27 blogs
3chany14
Government 2.0
Gov 2.0 – Ideals we strive for using Web 2.0 thinking and tools; provide better services to citizens
Open Government Directive -transparent, participatory, and collaborative
Photo by stefrich823
5
Community Management
An Enterprise Wide Mindset
Supporting Community Managers
The Social Media Hub
Community Management Trinity
Evaluation
Engagement
Strategy
2
Strategy
iStock Photo
Community Analysis
Community Management
Evaluation
Crisis Communications
Social Media Strategy
What not to do!
11
Engagement
iStock Photo
U.S. Embassy Wellington
Multiple methods to engage
with people
Use of third party
content
U.S. Embassy Pretoria
Third Party Content
U.S. Department of StateWhat’s wrong
with this?
What’s wrong with this?
Video Contests
http://www.videochallenge.america.gov/
http://connect.state.gov/
2020
Transparent Feedback Loop
21
Challenges
Impersonation of U.S. Government
Intelligence Operatives
Trolls
Crisis Communications
Remote Management
Legal & Policy issues
Evaluation
iStock Photo
Analytic Tools
•Facebook Insights•Hootsuite•Compete
Sentiment Analysis?
And More…
Contact Information
Lovisa A. Williams
@LovisaTalkhttp://lovisawilliams.wordpress.com