Download - When bureaucrats met twitter
When Bureaucrats Met Twitter:From “Need to Know” to “Need to Share”
Kevin Kim, CIPP/C, MFC
Quick analysis
Public / PrivateCorporate Twitter
AccountPersonal Account
Twitter vs. government Open/Public Ethereal Sharing Fast Gossipy Unpredictable Experimental Young Conversational
Closed Heavy Secretive Slow Nervous Cautious Reluctant Old Often one-way
A Fail Whale?
What is social media?
4Es of Social Media
105,779,710 users
~ 300,000 new users per day
55m tweets per day
100,000 apps
600m search queries per day
Narcissism
ADHD Stalking
Social Media Venn Diagram by pescatello
Twitter for what, then? Announcing and monitoring Early-warning issues management Emergency management Direct-to-citizen communication Put a human face on the organization Identifying / directing resources and
information
How to use it? Pure Corporate Brand
Corporate with Persona
Employee with Corporate
Association
Pure Personal Account
Roadblocks Awareness
Old guard
Red tape / Bureaucracy
Security / Privacy Risk
Gag orders
Issues to address Legal and copyright
Information management
FOI and privacy
Communications
Legal and copyright “Business” use, copyright,
intellectual property rights, liability.
Oath, Code of ethics, email policy,
communication policy and ministries
policies.
Site terms of use: user owns content
but agrees to share.
Information management In-house, outsourced, or 3rd party
sites?
Metadata, tagging, primary steward.
Records management.
Information in the “cloud”: outside of
Canada.
FOI and privacy All the “public” tweets: Archiving?
Copying? What to do with FOIP requests? Twitter Privacy Policy Privacy conundrum in cloud
computing Making sense of privacy and
publicity Making publicly available data more
public Being publicly available v. being
publicized
Communication No surprises – Issues management
Communications department
Ministry spokesperson(s)
Tweet, participate, monitor, adapt
What level of sensitivity allowed?
Who and how to monitor?
Twitter best practices Policy – create one, or reuse? Procedures, guidelines, rules of
engagement Level of detail
Mind the comments Confidential information Privacy Disclaimers
Social media guidelines Be transparent Be judicious Post meaningful, respectful comments Write what you know Perception is reality It’s a conversation Are you adding value? When disagreeing with others, keep it
appropriate Your responsibility
Dos and Don’ts Use Twitter as a point of customer service.
Twitter is not just for automated feed
dumping.
Be conversational
Have fun, be human. (e.g., @MarsPhoenix)
Don’t share classified information. (bad)
A Twitter-like Twitter rule
Be professional, kind, discreet,
authentic.
Represent us well. Remember that you
can’t control it once you hit “update.”
Socialnomics “Fail fast, fail
forward and fail
better.”
Not just
technology
“Ongoing beta”
Please contact…