Social Media

The challenges and opportunities for engagement and service delivery

Paul Aiken, Evaluation & Communications Team LeaderMatt Gleeson, Senior Education & Training OfficerRay Stephens, Online Project Leader

@regenuchttp://www.facebook.com/ReGenUC

What is ReGen doing?

What is ReGen doing?

What is ReGen doing?

What is ReGen doing?

How did we get there?

• Website update in 2008

• Staff with an interest

• Freedom to explore

• Building on experience

• Making a business case

• Developing policy

• Integrating SM within our services

So where is everyone?

+ 900 million Or over 1 million A380’ s

500 million + 580 thousand A380’ s

250 million + 290 thousand A380’ s

160 million + 180 thousand A380’ s

:Sources: Wikipedia, Seat configurations of the Airbus A380 http://en.wikipedia.org/wiki/Seat_configurations_of_the_Airbus_A380 Wikipedia, List of social networking websites http://en.wikipedia.org/wiki/List_of_social_networking_websites

Consumers’ use of social media

Survey Findings

• Facebook (83%), YouTube (72%) and Twitter

(50%) are the most popular platforms;

• Looking for information (72%) is the most

common reason

• Two-thirds access social media via mobile

devices;

• Almost all have concerns about discussing

aspects of their AOD use (or their efforts to

change), but over half already do so.

Advocacy

• Global & local

• Co-ordinated but not centralised

• ‘Old’ & ‘new’ media

ReGen’s experience (ctd)

Old media• Increased engagement with journalists

• Raised profile through curation/SM activity• Readily contactable by producers

• Increased audience for unpublished media releases• Twitter• Website• Email updates (VAADA, ADCA, DrugScope)

ReGen’s Experience

New media• Blogs

• Media• Croakey• The Conversation• DrinkTank

• Curation

• Scoop.it

• Paper.li

Learning

• Shared

• Timely

• Cheap

• Motivated

Service Delivery• Access

• Providing information

• Peer support

• Evaluation

Case study:Karen*

Karen – I admit it… I’m not in a good place right now and have plans to end everything on Friday

The world would be a better place without me..

There is no other way out…

After arguing with someone that I love most, I’m broken hearted and really upset

ReGenUC – hang in there :)

Karen – No can do..Already planned my way out

ReGenUC – OK, now we’re worried. Where are you? Is there anyone with you?

Karen – I’m not going to chicken out this time and nothing is happening until Friday

Case study (ctd)

ReGenUC – just so we’re clear, what is happening on Friday?

Karen – On Friday I’m ending my life…theres just no point anymore

ReGenUC – OK, we’d really like to get someone to come and see you. How can they contact you?

Karen – I’m not seeing anyone. Have been since I was five.. Nothings worked so whats the point?!

ReGenUC – We know there’s not much we can do on this platform, but would really encourage you to call www.lifeline.org.au/Get-Help/

Is there someone who will be checking on you in the next couple of days?

Case study (ctd)

Karen – no one my family hates me I’ve ruined everything :(

ReGenUC – It sounds like you’re in a lot of pain at the moment. No easy answers buts see how you feel tomorrow. Will you let us know?

Karen – I will feel the same maybe worseReGenUC – We hear you. Will you let us know how you’re doing tomorrow?Karen – ok

Who am I speaking to can I call whoever you are?ReGenUC – Sorry for the delay Karen. It’s Paul. I’ll DM you now.

Challenges

• What are the challenges that you see as an individual worker?

• What are the challenges for organisations

Time management

Challenges• Extra work• Work/life balance• Brain explosion• Not funded

Strategies• Develop a routine• Set some limits• Share the load• Trust your staff

Activity 1

Is it relevant?

How could I use it to support my work?

What would I need to do?

What are the likely barriers?

ReGen’s top ten tips for new (and old) players The basics

1. Open an account2. Get to know the platform3. Learn about the community4. Introduce yourself (when you’re ready)5. Be friendly and engaged6. Be authentic and consistent7. Think about what will interest people8. Be responsive (especially to criticism)9. Be persistent10.Acknowledge your mistakes

Ten things to avoid

1. Don’t overthink it2. Don’t broadcast3. It’s not all about you4. Don’t be needy or annoying5. Don’t confuse controversy with debate6. Don’t expect to ‘go viral’7. Don’t do gimmicks8. Don’t chase celebrities9. Don’t copy ‘Brand X’10.Don’t obsess about security

What can AOD organisations do?

1. Allow comments on their website2. Think mobile3. Encourage more consumer

participation4. Adopt a culture of transparency5. Encourage staff to use social media6. Recognise SM expertise amongst staff7. Decentralise – trust your staff8. Be willing to take (calculated) risks9. Recognise the costs (but do it anyway)10.Integrate web 2.0 approaches into

service planning, delivery and review

Join the conversation

www.regen.org.au

https:/Twitter.com/ReGenUC

www.facebook.com/ReGenUC

www.youtube.com/user/ReGenUC

www.regen.org.au/scoopit