Lessons in Social Media from the U.S. Government
February 16th, 2009 by Nan DawkinsPete Blackshaw’s recent interview with HHS Web Manager Andrew P Wilson (which took place on Twitter) is an interesting and informative look into how social media can/should be used and the mindset required for success. Maybe it is because the goal of HHS in this instance was focused on public service (getting timely information to the public about the salmonella/peanut butter crisis) but Andrew’s approach and philosophy feels like a much needed breath of fresh air. Andrew and his colleagues seem to see Social Media as — first and foremost — a way to better serve the people they are trying to build a relationship with. Unfortunately, many organizations still approach Social Media with one thing on their minds: How do we get people to do what WE think is important?
Andrew’s group is way out ahead in a couple of other areas as well:
1.) An in-house team dedicated to exploring and using social technologies and channels to accomplish many different things;
2.) An integrated Social Media Center that includes HHS, CDC, the FDA and other agencies who work together to create synergies and to learn lessons from each other. (Wow! What a concept! Rather than recreating the wheel in multiple agencies, they coordinate their efforts. If the U.S. government can make this work in spite of security issues and heavily firewalled siloes, it can’t be that hard for companies to accomplish.)
Obviously HHS is still in the beginning stages, but they deserve kudos for their work thus far. This is, in many ways, more sophisticated than what we’ve seen from some big brands.
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