e-government team 6 sg government’s adoption in social media 1
TRANSCRIPT
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e-Government
TEAM 6
SG Government’s Adoption in Social Media
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Prepare a case study of a social media initiative undertaken by a Singapore government agency with primary data collection. How does the government organizes itself to deal with this media? In what ways is this considered a success or failure?
Discussion Topic
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Presentation Overview
# Topic Presenter Duration
1 Fact sheets on current status of government’s adoption to social media
Rollei 05 mins
2 Assessment on how government is organizing itself to deal with social media.
Social Media Maturity Level in government agencies Agencies Survey
Joseph 05 mins
Public View on Agencies’ Social Media Initiatives Public Survey Facebook analytics
10 mins
3 Topic Conclusion Challenges ahead
05 mins
4 Q & A Team 6 05 Mins
* Total Slides : xxx
* Time Keeper: Rollei, Dayong Total Duration : 30 Mins3
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Fact sheets - 1/5
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Fact sheets - 2/5
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Fact sheets - 3/5
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Fact sheets - 4/5
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Fact sheets - 5/5
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Summary on current status
• The Singapore government recognizes that digital and social media are key channels for communicating and engaging with the public
• Over the past few years, government agencies have increasingly leveraged on popular social media platforms to explain government policies, provide public education, reach out to the community, seek public feedback/ consultation, encourage citizen participation or market official events.
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Social Media Maturity Model
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Maturity Evaluation
Vision and strategy Leadership and commitment Alignment Governance
Vision and strategy Leadership and commitment Alignment Governance
Tools Architecture Platform
Tools Architecture Platform
Community management Policies and procedures Metrics and measurement
Community management Policies and procedures Metrics and measurement
Social media focus Content management Culture
Social media focus Content management Culture
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Measurement – Point System
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Measurement: from Conceptual to Measurable
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Agencies’ Survey Results
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Agencies’ Survey Result Analysis
Strength in Business, Organisation and Employees Strategic Adoption of Social Media Appointing MCI to act as a social media advisor for public agencies Updated Organization Policies Trainings for public officers by Civil Service College
Lack of Technology support
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On the other side?
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Public SurveyObjective
To gather the public view’s of current status of governments’ engagement in social media
To analyze the gap between government agencies’ views and public view of government adopting social media
To understand public expectation for governments’ engagement social media
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Public Engagement
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Fact Sheet – 2/6Public Satisfaction
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Fact Sheet – 3/6Communication Skill
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Fact Sheet – 4/6Message Quality
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Fact Sheet – 5/6Responsiveness
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Fact Sheet – 6/6Improvement
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Public Survey Results Anlysis
Resource Constraint Good quality of content Process is not efficient High expectation of public
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Social Engagement & Metrics Breadth
Community Size Community Growth
Depth Conversions Viewing
Direct Engagement Engagement Volume Engagement Responsiveness
Reference - Howto.gov
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Popular Social Media Platforms
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Facebook Analysis
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Facebook Analysis (cont)
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Facebook Analytics Summary Is it success or failure?
Overall satisfaction- 70% Quality of content – 60%-70% Public Participation Rate – < 20% Engagement Rate – 40% on facebook
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Topic Conclusion How does the government organises itself to deal with Social
media? Appointed MCI as a social media advisor for the ministries Process, policies, guidelines, structure changes Staff Training, Public education. Continual improvement
Assessment Considerably successful in adopting social media to engage
the public Still in a early stage of adoption (lacks crowdsource, staff
training and more public education) Is putting in effort to learn how to leverage on social media to
create values, but is still in a learning process and is slowing adjusting itself
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Challenges ahead
To keep up with the way citizen are now finding information and networking
Be prepared for key risks that social media presents Educate and train public service staff Analyses and capitalize on the opportunities that social
media provides Change the way government agencies work in order to
response spontaneously and instantaneously
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Challenges ahead (cont)
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“As the environment continues to evolve, the Singapore government will continue to explore new digital channels to better reach out to and connect with the public. Besides digital channels, traditional offline channels remain important. Hence Government agencies have continued to adopt an integrated approach in public communications, combining both online and offline for optimal outreach” Jaime Goh MCI Quality Service Manager
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