Social Media Strategery

Who leads your organization’s social media initiatives? Is it someone who rose up and took the role or is is someone who was assigned that role?

Social media isn’t something that can just be assigned to someone any more than you can just assign someone to be the homecoming king. Adding “social media” to that junior public affairs officer’s job description isn’t suddenly going to turn your organization into the next Zappo’s. While you’re at it, you might as well add “organizational budgeting” and “legal review” to his job description too – those are two other things that he/she might be able to do well, but would you really entrust those duties to them?

This is why so many social media initiatives fail – not because of technology or policy, but because of people.  We talk often about what department should lead social media, how to get leadership buy-in for social media, or what technology should be used, and while those are important discussions to have, you should be focused on identifying WHO should be leading the social media initiatives.  Not whether that’s the Chief Marketing Officer or the Director of Public Affairs or the Community Relations Lead, but actual names of people.  Remember, social media is driven by the person, not the position.

The best person right now might be Joe over in Marketing, but what if Joe leaves the organization?  Who leads the social media initiatives then?  The answer isn’t necessarily Joe’s replacement.  It might be Kim over in HR. It might be that new guy over in community relations, or maybe it’s your webmaster.  The point is that social media doesn’t fit nicely into just one job description.  There’s a very real human element to it, and identifying the wrong person, even if it is the right position is often the biggest determination in the success or failure of your social media initiatives.

To find the right person to handle social media for your organization, look for people who:

• LOVE your organization and really understand its mission – first and foremost, find the people who love their jobs and believe in your mission. This isn’t a job for the person interested in just the paycheck.
• Believe in the transformative power of social media – it’s not about applying the same old processes to new tools. It’s about fundamentally transforming the way your organization interacts with the public, your customers and with each other.
• You enjoy being around - If a person is a real butthead in real-life, he’s going to be that way online too, and you can’t afford to have someone like that representing you or your organization
• Have little fear of failure – Early in my career, a client pulled me aside after they shot down 3 straight ideas I had and told me, “I want to make sure that you understand we WANT you to continue bringing those off-the-wall ideas because it forces us to think of things we never thought of and even if we don’t take your suggestions now, they all become building blocks for future ideas.”
• Enjoy working in teams – Social media is “social” – you have to enjoy working with a diverse group of people
• Are responsive – There is no 24 hour news cycle any more. It’s real-time baby. You need people who you KNOW will reply to emails, tweets, texts, etc. quickly and thoroughly. Interestingly, these are also often the people who are the most ambitious and passionate about your organization too.  (*note – these are also the people who may take longer lunches or come in a little late because they don’t just “shut off” at 5:00 PM)
• Can speak like a human being – Corporate marketing speak, statistics, facts, and figures are good, but when was the last time you got inspired by a pie chart? Find people who can connect with their colleagues/customers/clients on a personal level
• Are very aware of their strengths and weaknesses and are open about them - One of the first things I tell new employees is to find out what you’re good at and find out what you’re not good at, and then find people who are good at those things and make friends with them. In social media, you’re going to come across issues regarding privacy, IT, legal, communications, and HR, not to mention specific functional areas of your organization. You can’t know it all – know what you don’t know, and know who to contact for help.
• Are humble -People mess up in social media. A lot.  It’s ok.  Admit you’re wrong, fix what you messed up and move on. Not everyone can do this, and very few can do it well.

Now that I think about it,these are many of the same qualities that exist in any leader, right?  So, what other qualities would you look for when trying to identify someone to head up a social media initiative?

This post was inspired by Andrew Wilson’s “Innovation Lab | Who Should Be At The Table” post and Lovisa Williams’ “The Intersection” post. Fantastic stuff (as usual) by the both of them.

In the last few months, I’ve received an increasing number of “hey Steve, how would you recommend someone get started in social media or Government 2.0?” emails, and I’ve gotten tired of sending out the same emails time and time again. I’ve been meaning to write a post like this for a while, but even I was little overwhelmed at the resources available! So, here’s my attempt at creating a post (with comments) that will hopefully become a helpful resource for those interested in learning more about social media and the Government.

*I realize that there will be GREAT resources out there that I miss in this post – PLEASE add them below as a comment so that others may benefit!!!

The Fundamentals

1. Government 2.0 is about more than just social media. I define it as “the strategic use of technology to transform our government into a platform that is participatory, collaborative, and transparent” but that’s just one definition – there are a LOT more.  However, to make this post manageable for you guys, I’ll be focusing primarily on the social media and communications side of Government 2.0 here.
2. Read the Twenty Theses for Government 2.0 – if you’re interested in this world, read these basic tenets of how social media and the government works
3. You’re not going to learn this stuff via books and blogs alone – you’re going to have to get your hands dirty and actually use these tools to interact with the people you’re trying to reach.
4. Don’t apply mass media (press releases, TV, radio, etc.) rules and processes to this. Good fundamentals in interpersonal communication will serve you well.  There are no audiences or eyeballs any more – you’re going to be dealing with real people here.
   

   Gov 2.0 milestones from 2009

5. Getting “good” at this is going to take time. I can’t give you a checklist of things to do and magically, you’re going to be good at it when you’re done. While I wish it were that easy, just keeping up with all of the changes that are taking place in the government is hard enough. The environment has changed so much even in the last year. That’s why all these steps will get only get you started – it will be up to you to keep the progress up!

The Starter Videos

• Go to http://www.commoncraft.com and watch their videos on technology – great starting point to understand the basics
• Watch the Social Media Revolution video as it will give you some great stats on the impact of social media)
• The Us Now Video (warning: it’s an hour long, but it’s a fantastic, inspiring piece on Government 2.0)
• Web 2.0 … The Machine is Us/ing Us by Michael Wesch
• Don’t try to be a social media guru like this guy (Warning: NSFW language)
• Social Media ROI by Socialnomics – wondering whether social media is worth the effort? Watch this video to see why it is.

Baby Steps

• Do a Google search on your name. Find out what’s available online about you already – this is your first impression to most people.  Do you have a popular name and the results are flooded with data that’s not about you? Doesn’t matter – I don’t know that that’s not you.  You NEED to be aware of what’s out there about you and what can be associated with you.
• Set up a Google Alert for your name/organization so that you’re notified whenever someone writes a blog post, news article, etc. about you or your organization.
• Read Chris Brogan’s “If I Started Today” and his “Social Media Starter Pack” posts
• Do some internal research.  Search your organization’s Intranet to see who in your organization is already doing something with social media or Government 2.0.  Find out who the experts are within and introduce yourself to them.  Have a meeting with them and find out what they recommend/where you might be able to help. I know this is all new to you, but chances are, someone has already started doing something with social media internally.
• Do some external research.  Google your organization’s name and “social media” or “Government 2.0” or “open government.”  Find out what, if anything, is being said externally.  Maybe you’ll find out additional names of people you can reach out to or maybe you’ll find nothing – either way, it’s better to have done your research first.
• Find your organization’s social media policy/guidelines and memorize them. Print them out and stick them to your wall.  If your organization doesn’t have any social media guidelines, find your external communications policy and see if it’s covered in there. If not, then go and talk with your public affairs/external communications team and have a conversation about this.

Setting the Stage

The government – federal, state, and local – isn’t some late adopter in social media. In many cases, they’re leading the way. Before you start thinking that just because you work in an office that still only has Internet Explorer 6, and any social media knowledge is just going to blow everyone away, take a look through some of these influential  documents on what the government is doing in this area.

• Social Media and the Federal Government: Perceived and Real Barriers and Potential Solutions – written in 2008 but should give you an idea of how far we’ve come since then. Many of the points are still valid.
• Transparency and Open Government Memo – issued the day after President Obama took office
• Open Government Directive – issued on Dec. 8, 2009, this directive directs executive departments and agencies to take specific actions to implement the principles of transparency, participation, and collaboration set forth in the President’s Memorandum
  

  The Open Government Directive set the wheels in motion for a lot Government 2.0 initiatives

• GSA Terms of Service Agreements with social media providers – GSA has signed agreements with Facebook, MySpace, Flickr, YouTube, Vimeo, Blist, Slideshare, AddThis and blip.tv, and is in discussions with many other providers that offer free social media services
• Department of Defense (DoD) Official Policy on Social Media – this policy states that the default level of access should be open so that all of DoD can use social media.
• OMB’s Guidance on Using Challenges and Prizes to Promote Open Government – highlights the policy and legal issues related to implementing the Open Government Directive
• The White House’s Open Gov Dashboard – Quick look at how the individual agencies are faring in implementing the Open Government Directive
• The Federal Government’s Open Gov Tracker – Government agencies are soliciting the public’s ideas on how to make them more transparent, participatory, collaborative and innovative.
• The White House’s Open Government Innovations Gallery – take a look at some of the best examples of open government done well

Books

If you’re a book reader, go out and get the following:

• The Cluetrain Manifesto
• Putting the Public Back in Public Relations
• Naked Conversations
• Here Comes Everybody
• Groundswell
• Wikinomics

Daily Reading

• Get started with Google Reader – this will become your hub where you will be able to subscribe to the latest news, tips, tricks, advice, and trends anywhere on the Internet
• Subscribe to the following social media blogs (just a starting point – click around on their blogs to see who they’re reading too):
  • Chris Brogan’s blog
  • The Social Media Explorer by Jason Falls
  • Mashable
  • Web Strategy by Jeremiah Owyang
  • The Buzz Bin
  • PR-Squared by Todd Defren
  • Shel Holtz’s blog
  • Cheeky Fresh by Mark Drapeau
  • Social Butterfly by Alex Bornkessel
  • KD Paine’s blog for the absolute best resources on measuring and evaluating your social media efforts
  • Head over to Alltop and browse through their listing of social media resources too
  • Now, subscribe to the following Government 2.0 blogs (again, just a starting point – see who these folks are reading and consider subscribing to their blogs too):
    • Social Media Strategery (that’s me J)
    • Craig Newmark’s blog
    • GovTwit by Steve Lunceford
    • GovFresh
    • GenShift by Andy Krzmarzick
    • Andrea DiMaio’s blog
    • Transformation in the Federal Sector
    • FedScoop
    • Governing People (disclosure: I’m on their Board of Editors)
    • Digiphile by Alex Howard
    • On Dot Gov by Gwynne Kostin
    • Andrew Wilson’s Posterous
    • Doug Beizer from Federal Computer Week
    • The Dorobek Insider by Chris Dorobek
    • NextGov
    • OhMyGov!
    • Now, make sure you actually read the posts on those sites.  Start your day by opening your RSS reader and clicking through to see what’s new.  In coordination with your organization’s social media guidelines/policies, start commenting on these sites. Don’t just listen – start engaging too. Get comfortable with writing a blog comment on a public site, even if it’s as simple as saying “I loved reading this post.”

Become Part of the Online Community

• Get on LinkedIn. Here’s a good primer on how to get started there. LinkedIn is the most popular business-oriented social networking site there is. It’s low risk, and it will give you a starting point for your online activities.
• Join GovLoop, the “Facebook for Government” with more than 25,000 members, and read through their Getting Started Guide. Try to visit at least once a day.
  

  Join GovLoop if you haven't already

• Join Twitter (watch Twitter in Plain English). No, it’s not just a site where you’re going to hear what people ate for lunch. This is where you’re going to get a chance to meet and interact with some of the top social media and Gov 2.0 minds in real-time.  Once you create your account, start by following these people/lists:
  • Read LifeHacker’s The Six Ways You Should be Using Twitter
  • Take a look at the people I’m following for a good mix of social media, Government 2.0 (and some sports) types
  • Adriel Hampton’s excellent Gov 2.0 List
  • Mashable’s Who’s who in social media list
  • GovTwit is an exhaustive list of every Government 2.0-related person/org on Twitter
  • UPDATE (thanks VideoMinutes!): Set up searches for the two primary hashtags related to Government 2.0 – #opengov and #gov20

Protecting Your Privacy

• As you’re signing up for these social networking services, and you start “getting out there,” don’t forget that there are privacy implications to everything you post online. While the following resources will help educate you on the privacy policies and best practices of social media, I always tell people not to post anything online that you wouldn’t want your boss/mom seeing. I don’t care what check boxes you select or what privacy setting you use – if it’s online, consider it public.  Facebook doesn’t have a setting to prevent “right click, save as” or from hitting the PrintScreen button and grabbing a screenshot. 
  • WIRED’s Threat Level Blog – great source for the latest in online privacy and security issues
  • Social Media Security Blog - really good blog how to balance the open and transparent nature of social media with protecting your privacy
  • Quick tips on privacy and security on LinkedIn – stay safe on LinkedIn
  • How to Use Facebook Privacy Settings and Avoid Disaster – Don’t be that guy that gets fired for posting that picture of you doing bodyshots with that “friend” you met on spring break
  • A Guide to Your Twitter Privacy and Location Safety – Twitter just added a geo-location feature – what does that mean to you?

Newsletters

• Subscribe to the Daily Scoop from FedScoop
• Subscribe to the SmartBrief on Social Media – fantastic daily email newsletter on the top social media stories of the day (disclosure: I’m on their Advisory Board)
• Subscribe to KD Paine’s Measurement Standard newsletter for the latest news, tips, and strategies for measuring and evaluating social media
• If you’re a member of GovLoop, you’ll also receive the GovLoop Weekly, a newsletter highlighting the best of GovLoop each week

Bookmark These Government 2.0 Resources

• Check out the Federal Government’s Social Media SubCouncil’s wiki – this is a group of government web managers at the federal, state, and local levels who are bringing together social media best practices and other resources for the benefit of government agencies
• Check out the Federal Web Manager’s Council page and get familiar with what they do.
• GovLoop’s “Best of” Gov 2.0 Presentations

Social Media is About Connecting Offline Too

Becoming comfortable and effective with social media doesn’t mean just mean sitting in front of your computer either.

• Get out there and meet some of these people too!  Join the Social Media Club (it’s free) and find your local chapter.  This is a GREAT way to get to know other social media professionals and learn from them.
• Mashable’s Weekly Calendar of Social Media Events
• GovLoop’s Gov 2.0 Events
• My Gov 2.0 Events Calendar (DC area focus)
• Open Government & Innovations Conference
• Gov 2.0 Expo
• Gov 2.0 Summit 2010

GovLoop profiles a new member every week, and GovFresh has highlighted several members of the Gov 2.0 community as Gov 2.0 heroes. If you get a chance, introduce yourself to these people as I can virtually guarantee you that someone has already experienced whatever challenge you’re facing and can probably help you overcome it.

Congratulations if you made it this far!  At this point, you will be pretty overwhelmed – that’s ok!  Back when I got started with social media at my company, it took me around six months to go from “hmmm, this is interesting” to “let’s actually do something with this as an organization!” Spend some time reading, learning, playing, meeting, and talking with people until you are comfortable with the concepts and tools of social media and the government.

Taking a Strategic View

Once you’re comfortable with the principles and tools of social media, now you can start applying them to your organization. Start by reviewing this handy social media strategy worksheet from AIDS.gov, as well as this super list of social media case studies from organizations around the world. From the public sector, check out all of the case studies that were highlighted at last year’s Gov 2.0 Expo Showcase and this year’s Gov 2.0 Expo.

Your next step will likely be step 3 in my “Bringing Social Media to Your Organization Playbook.”  By this point, you should be pretty saturated in the world of social media, (and have hopefully dropped me a tweet or two), so I’ll end this massive post here as you should be well on your way to adding yourself to my lists of resources above.  Just keep in mind that you may soon find yourself following the evolution of the social media evangelist – be aware of the stages that you may very well find yourself in, and start identifying ways to mitigate the challenges that they may present.

I didn’t write a “year in review” post last year at this time, primarily because by the time I got around to it, everyone else had written theirs and I didn’t have much else to add. This year, however, I thought I’d get a head start by writing my post a little earlier. I wanted to take this opportunity to highlight some of the Gov 2.0 milestones of this past year (click the pic) that I found to be most significant and put some context around them too.

If Obama’s election in November 2008 signaled the birth of Government 2.0, 2009 was the year that it learned to walk. From the Transparency and Open Government Memo to the planning of next year’s Mapping Success: Can Government 2.0 Work for You? conference, I, along with many members of the Gov 2.0 Community, have had an alternately successful and frustrating (but never boring) year. 2009 went from unbridled optimism to eager anticipation to a little dose of realism, but through it all, the community of people and the relationships that have been forged across agency lines continued to grow  stronger.

That sense of community, that sense of, “we’re all in this together,” is one of the the five Gov 2.0 trends that have really emerged in 2009.

Gov 2.0 is driven by the community - I count among my friends many of the people I’ve met at various Gov 2.0 conferences, seminars, workshops, Twitter, and the blogosphere.  These friends include people from across all agencies, across the globe, other consulting firms, and members of the media. By and large, this community really came together in 2009, working together to share their stories and  help one another out.

Gov 2.0 isn’t just for the geeks and the Gen Y’ers – Traditional stereotypes were proven wrong time and time again in 2009. Whether it’s the “old” Chairman of Joint Chiefs of Staff tweeting, the “conservative” Department of Justice blogging, or the “bureaucratic” General Services Administration developing a website that asks the public to solve their problems, Gov 2.0 doesn’t fall into a neat little demographic of those who do and those who don’t.

Gov 2.0 is about more than just social media – As Tim O’Reilly told me in this tweet, Gov 2.0 is about so much more than just Twitter, Facebook, or YouTube.  It’s about transparency, about employee engagement, about creating new technology, about collaboration, about, well, any of the hundreds of federal, state, and local government initiatives that have been using technology this year to transform and improve the way government works.

Gov 2.0 isn’t all sunshine and butterflies – Near the end of 2009, a group of Gov 2.0 enthusiasts got together and started talking about challenges, obstacles, and risk-taking that go on every day in the government. These issues are just now starting to be talked about and shared.

Gov 2.0 is still all about the mission – Under all the tweets, blogs, mashups, and wikis, the common thread through 2009 was a focus on accomplishing the mission. The most common questions my government clients asked me this year were, “What’s the business case?  What will [insert new techie suggestion here] actually do for me?” Despite all the pitches and publicity, all of these initiatives have all been put in place to help the organization accomplish their mission, whether that’s increasing awareness, educating the public, improving intel analysis, improving efficiency, etc.

For me, 2009 brought about a LOT of opportunities, but maybe even more questions for 2010.  What will be the new DoD social media policy?  What does the future of GovLoop look like?  How will the government procure contracts in the new year?  Can state/local governments leverage the experiences of the federal government to bring change to their organizations?  I’m not sure what the answers to these questions are, but I’m looking forward to being a part of the community that discovers them in 2010.

I’m currently going through my annual assessment, and in completing my self-assessment, I had some time to reflect on the last year and subsequently, over my six years at Booz Allen. As I combed through old emails and files, I thought back to 2006 when I first realized that social media was a game-changer in the government space. I remembered all the briefings I did, all the emails I sent, all the debates I had with people, and that’s when I realized the evolution that had taken place over the last three years. While I can say that being a social media evangelist has hasn’t always been easy or fun, it’s always moved forward – sometimes more slowly than other times, but always forward.

Since that first day back in 2006, when I realized the opportunities that social media presented me, my company, and my government, I have evolved from an opportunist to a leader (I hope!), and I can only hope that I’ll continue to evolve in the years ahead. Here are the seven evolutionary stages that I went through as a social media evangelist – I’m interested in hearing if you find yourself going through a similar evolution, or if you skipped a few steps and went straight from an amoeba to advanced human

Phase One – The Opportunist

In the first phase, you are an Opportunist. In this initial phase, you’ve identified an opportunity – this can be for you, for your team, your division, or your organization. You start by doing exhaustive research to see if this opportunity is feasible and realistic. Your ambitions run wild as you focus on all of the raises, promotions, and accolades that are potentially available if you are able to take advantage of this opportunity. In my case, this is the stage where I first read books like the Cluetrain Manifesto and Wikinomics and when I first started using Intellipedia. I started talking with my mentors about social media and why it represented a huge opportunity for improving communication and collaboration internally and with our clients.  At this point, ideas of all kinds are running through your head, but they’re primarily driven by personal gain – I will be able to save time, work more efficiently, make more money, win an award, etc.

Phase Two – The Idealist

The next stage is the idealistic stage.  This is where you start adding outcomes to the ideas you’ve come up with. You start thinking things like, “If the intelligence community can collaborate on a wiki, then why isn’t every organization?  If only I could show them what we could do with a wiki, there’s no way they could turn that down!”  While in the Idealist stage, you don’t consider real-world issues like firewalls, policies, changes in administration, funding, or internal politics. You are going to change the world with this wonderful idea or product of yours and the masses will ask, “why didn’t I think of that?” You work almost solely in the land of potential and while this passion for social media starts flowing into all aspects of your work, you start to realize that passion and potential alone isn’t going to cut it.

Phase Three – The Pessimist

Quickly following the highs of the Idealist stage come the lows of the Pessimist stage. This is where you will most likely be brought back to earth by the policies, management, and politics of the real world.  You will be called naive. You will be told by people being paid much more than you that your idea can’t be done. Seemingly, everyone you talk with have a reason why your idea or dream can’t be accomplished. They will tell you things like, “we’ve never worked like that before” and “there’s no way that will work because of the policy.”  You will start to question if you made the right decision to pursue these ideas, if you’ve wasted your time going down some rabbit-hole that you’ll never be able to get out of.  You will get incredibly frustrated as you give what seems like the 100th briefing on what social media is, what it isn’t, and how it can help, and then see no tangible movement follow. You’re left wondering, “what’s wrong with everyone – this seems so obvious to me, and I just don’t get why they don’t recognize it too!!”

Phase Four – The Workaholic

In the Workaholic phase, you’re working 9-5 on your “real” job, and then 5-9 on your idea, your passion.  You’ve gained a critical mass of supporters and people have started to recognize you as the primary resource on social media. You’re fielding dozens of questions every day about what social media is and why it can be beneficial. If available, you’re one of the most active bloggers or wiki editors. If not officially yet, you’re functioning as the de facto community manager for the social media tool that you’ve inevitably already started. You’re trying to get others as excited as you are by being extra active – commenting on every blog, giving briefings to anyone who will listen, sending out emails to articles extolling the virtues of social media.  You’re suffering from both the Hatred of Losing Information (HOLI) and the Fear of Missing Out (FOMO).  This is the stage that I found myself in for the longest period of time, and I think it’s because I was focused on bringing social media to a 22,000+ person organization.  For smaller orgs, I’m guessing this phase is much shorter.

Phase Five – The Egotist

The Egotist phase sometimes overlaps with the Workaholic stage. This is where you get an overinflated sense of ego and might start calling referring to yourself as a social media expert or guru. You’ve now got more supporters than detractors. You’ve probably won a few awards and might have even gotten a raise or a promotion, due largely to your social media evangelizing efforts. In the Egotist stage, you start feeling a strong sense of ownership over all things social media, and think you have more control and authority than you do. You may even start arguing with people, saying, “you’re not doing it right!” The Egotist can be a very nasty stage, one that ends up actually inhibiting your overall goals. When I reached this stage, I was lucky because I had surrounded myself with lots of very smart, honest people who called me on it, and explained that I couldn’t control everything related to social media in an organization as big as Booz Allen. I learned that I could no longer be involved with every single social media-related effort – I had to become a teacher.

Phase Six – The Teacher

The Teacher phase is one born out of necessity. At some point, the desire for social media knowledge and expertise within your organization is going to grow so large and so widespread that it will be impossible for you to manage it all. You will no longer be able to keep up with the entire community’s activities. You won’t be able to fulfill every request for a briefing. You’ll need to teach others the same philosophies and methods that you’ve learned. You’ll have to help them determine how to navigate the political and administrative barriers that you’ve had to negotiate to get where you are now. This is the most critical phase, the phase that will determine if your social media efforts blossom into a scalable, organizational-wide effort, or just looked at as a proof of concept with potential.

Phase Seven – The Leader

The final phase (at least thus far) is the Leader phase. At this stage, you’ve formed your team and you’ve learned what you need to get involved with and what you can entrust to others. You’re not only managing the work of others, but you’re leading them as well. All your work to this point has set you up to be a leader of social media, not just an evangelist.  People respect and seek out your opinion, not because they have to, but because they think you have something to add. You’ve taken the “let a thousand flowers bloom” approach now and have totally reversed position on other social media leaders in the organization. You no longer feel threatened as you did in the Egotist phase. Rather, you now feel proud to see other people throughout the organization start to realize the value that social media can have. You officially transitioned from a grass-roots initiative to an accepted, respected, and valued service offering, capability, or culture.

So what’s the next phase?  I’m not real sure at this point. I think that I’m currently transitioning from the Teacher phase to the Leader phase, but I’m not entirely sure what’s next. My hope is that social media will just become so ingrained in people’s lives that it will be time for a new evolution to take place, an evolution that uses social media to help further an even greater cause.  Maybe that’s when you enter the “Mentor” phase…