social media conference - jenny city of karlstad facebook
TRANSCRIPT
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KARLSTADS KOMMUN ON FACEBOOK
Jenny Brodén, IT- Project Manager
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WHY FACEBOOK?We want to be were the citizens are
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FACEBOOK VS. TWITTER
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FACEBOOK VS. TWITTER
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KARLSTAD´S JOURNEY TO SUCCESS ON FACEBOOK
2010• Developed chanel strategy during spring
• Started our offical Facebook page on september 1th
• Started an interest group within the municipality
• Made a template for Facebook pages by the municipality of Karlstad
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KARLSTAD´S JOURNEY TO SUCCESS ON FACEBOOK
2011• We got high jacked and two of our pages where filled with pornography
• We used Facebook during a large water leak where the majority of Karlstad had no water
• Our campaign Karlstad as the capital on Facebook lead to an increase of 2 000 likers
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FACEBOOK 2012
• Advertisement lead to even more likers, from 7 000 to 12 000.
• Citizens had lots of opinions when we invested in an art gallery….
• And after a tv show that took place in Karlstad
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WE APPRICIATE OUR LIKERS OPINIONS NO MATTER IF IT´S PRAISE OR CRITICS
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…IT MEASSURES THE TEMPERATURE
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THE MUNICIPALITY OF KARLSTAD ON FACEBOOK TODAY
• 33 pages
• More than 20 000 likers (13 143 on the official page)
• Examples: Karlstad Airport, the city park, Youth Center's
• Average 15,2 comments and posts per day
• Most of the questions concerns streets, roads, busses, spare time
activities and sanitation
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THIS IS HOW OURFACEBOOK PAGES SHALL LOOK LIKE
• Profile picture with logo
• Cover picture
• Applications that presentfacts and editors
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THIS IS HOW WE DO IT
• Editor in chief (communications department) - Plans, coordinates and educate
• Contact Call Centre - answer the questions and forward to responsible officer- Deletes inappropriate contents
• Answer within 24 hrs.- A communicator on the responsible administration publish the answer
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SECURITY
• Only use https://-connection
• Secure password
• Recommendation regarding personal settings
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GUIDE LINES
• Think of what you say as a professional
• Don't write anything you wouldn't say face to face
• ”Talk to farmers like farmer do”
• Always verify that you have seen the questions
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GOOD EXAMPLES
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FAST WAY TO SPREAD CORRECT INFORMATION DURING CRISES
Sunday, 15 000 citizens without water. 30 000 needs to boil their water before they can use it
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PICTURES ENGAGE
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A LOT OF PEOPLE ANSWER WHEN WE ASK QUESTIONS
130
59
24
7
Good morning! We hope you had a nice weekend. Did you remember to turn off you lights on Earth Hour?
Good morning! We hope you had a nice weekend. Did you remember to turn off you lights on Earth Hour?
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PEOPLE WANT TO HELP
A cat was found hungry and frightened in a park…
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WE FOLLOW UP AND SHOW THAT WE APPRICIATE THEIR HELP
…the cats owner was found thanks to all our fans.
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DELETED CONTENTS
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Personal attack on the director of the city planning
administration…
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Some people cross the line…
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HOW TO DO IT
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BE PERSONAL
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ENCOURAGE YOUR LIKERS TO CONTRIBUTE
Reporting a hole in the street
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BE QUIET AND DON´T INTERRUPT THE DIALOGUE
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WRITE ABOUT EVERY DAY STUFF
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TALK ABOUT THINGS THAT INVOLVES MANY CITIZENS
Right now we’re cleaning up the streets from sand and gravel…
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SHOW THAT YOU LISTEN
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DON´T DELETE TO MUCH
Any hot babes in Karlstad up for a date?
Any hot babes in Karlstad up for a date?
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We have come a bit closer, we have made
it easier, the municipality feels a bit less formal and more
personal.