Twitter and Web 2.0 in Government

City of BrisbaneCaroline Cheng, PIONovember 4, 2009

Genesis of the City’s Blog• A Two-Year Communications

Policy was developed in 2006− Intended to act as a road map

for achieving the City’s communication goals

− An evolving document, designed to change as circumstances/external trends change and goals are achieved

− Feedback from a community survey and staff interviews was used to draft the action plan

Survey Said…• The Community members wanted:

− To see more easily accessible information about what was happening in the neighborhoods (55%)

− More specific information about current projects and programs (28%)

− Brevity – for staff to be as concise as possible, making things plain and avoiding any political jargon

− A forum for individuals to post their thoughts, with the thinking it could help clarify confusing issues and provide a direct means to answer questions

Communication Policy: Action Plan• One of the items was to take advantage of

new (free) technology to benefit the community’s access to their local government by developing a blog site for the City−Topics for the upcoming quarter were mapped out−Important that new posts would be added every

week so people would see it as a means for timely information from the City

Entering the Blogosphere: Our First Post

To Blog or Not to Blog

• More controversial issues i.e. Baylands• Upcoming community workshops taking place (Speaker Series)• Status of structural improvements, installations (photo

journalism!)• Community Events – but where to draw the line?

How’s the Blog’s Readership?• Weekly reports from

statcounter.com−Average about 140 hits per week

What’s the Blog’s Taught Us• People love to see themselves in print!• It will take time for people to see it as a credible source of

information – no matter how much you promise it will be…but keep at it

• You can tell a powerful story through it, which leaves an impression

Thank you!

Caroline Chengccheng@ci.brisbane.ca.us

(415) 508-2157

Recommended reading: “Groundswell” by Charlene

Li and Josh Bernoff