8:00 a.m.
Registration & Continental Breakfast

8:30 a.m.

Chairperson's Welcome & Attendee Introductions

Become acquainted with your fellow training attendees in this fun and fast-paced forum!

Jenna Ben-Yehuda, Director
Wittenberg Weiner Consulting, LLC
Training Chairperson

9:00 a.m.

Using Social Media Efficiently To Build And Strengthen Connections While Improving Customer Service

Cranberry Township, Pennsylvania constantly strives to build connections between government, residents, and business owners through the use of many different communications tools. Social media tools have been added to the communications plan in order to strengthen those connections, and improve customer service.

This session will discuss the path taken by Cranberry Township to integrate social media into their overall strategy. You will learn some tricks about managing time and staying informed along with how to use social media to effectively communicate with your citizens, including how to:

• Integrate social media tools into your marketing plan including  Facebook, YouTube, Twitter, Pinterest, and RSS feeds
• Manage time and increase efficiency
• Keep up with changes and news related to social media resource
• Using social media to enhance employee engagement

Cindy Marzock, Communications Team
Cranberry Township, Pennsylvania
@cmarzock

9:30 a.m.

Idea Exchange: Questions, Feedback, Collaboration

9:35 a.m.

Tips & Tools To Get Your Agency’s Social Media Off The Ground The Right Way – Balance IT Security, Create A Policy, And Define Meaningful Measurements

Adding social media to a your agency’s communications plan takes thought, planning, and navigating the internal politics of your organization.  Beforeyou start creating policies and deciding on administration and monitoring software you must be aware of what sections of your organization to include in the social media conversation.

In this session, you will learn what social networking tools and policies your agency can integrate in to your exiting communications strategy; including how to:

• Working with IT and budget managers on security, available digital tools, and costs
• Create policies to govern the use of social media in your agency
• Select the proper management tools for the right reasons
• Get the horses back in the barn – realigning existing accounts with policy
• Choose meaningful measurements: linking activities to outputs to outcomes and real impact

Dru Fenster, Communications Coordinator at Department of Commerce
Department of Commerce, Community, and Economic Development
State Of Alaska

10:05 a.m.

Idea Exchange: Questions, Feedback, Collaboration

10:30 a.m.

Social Media for Government Communications Challenges & Solutions: Benchmark With Your Peers

This is a follow up exercise to discuss with fellow attendees and speakers what your most pressing social media communication concerns are and find solutions to common problems. We will address the group’s list of issues and questions throughout the conference. All participants will be encouraged to contribute to the discussions.

11:00 a.m.

How Your State And Local Agency Can Efficiently Serve Your Customers In This Digital World

If your agency does not have a web site. Get one.
If your agency does not have a Facebook page. Get one.
If you think the Internet, smart phones, and texting will go away. Get over it.
It’s time for you to become a government socialite!

Businesses all over the world now offer services, information, transactions and much more online. Those who don’t are no longer in business!  Government agencies in America need to show their willingness to offer their “services” in that same capacity.  By hav­ing an online presence, your agency can provide up-to-the-minute information to your customers, offer services at the convenience of your customers, and be accessible 24/7.  A strategic part of any communication plan involves the online presence, whether it is a citizen engagement web site, a blog, or tweets, these all support good communication when used correctly.

In this forward-thinking session, you will learn how you too can become a government socialite (without the high heels!), including:

• Understanding customer expectations
• Finding different opportunities to target different audiences
• Identifying online services
• Gaining leadership support

Marisa Ellison, M.B.C., Customer Relations Manager
Missouri Department of Transportation

11:30 a.m.

Idea Exchange: Questions, Feedback, Collaboration

11:35 a.m.

Learning To Go Beyond The Loudspeaker: Preliminary Look At Using Social Media To Deliver Services

In the past few years we have witnessed a profound shift in government’s acceptance of social media as a legitimate channel for communication and information gathering. From federal departments, such as the US Environmental Protection Agency, to small cities and towns around the US, governments have embraced social media for its ease of use, low cost, immediacy, and low technological barriers. Social media were said to have the potential to change the way governments talk to their citizens, the way governments engage with their citizens, as well as the way governments deliver services to their citizens. Until recently though, this last promise was left largely unexplored with governments being unsure how to harness the openness offered by social media, while at the same time maintaining privacy and confidentiality of their citizens.

This forward-thinking session will offer you some initial observations about efforts by governments to use social media to deliver services, as well as what is needed to make this possible, including:

• How are governments using social media for service delivery
  
• Steps governments need to take embrace more extensive use of social media
  
• Social media policy vs. social media guideline

Jana Hrdinova, Program Associate
Center of Technology for Government,
University OF Albany

12:05 p.m.

Idea Exchange: Questions, Feedback, Collaboration

12:10 p.m.
Lunch On Your Own -- But Not Alone!

Join a group of your colleagues for a themed lunch with an informal discussion surrounding a social media hot topic! Take this opportunity to join others in a small, interactive group setting to network and brainstorm solutions to your most pressing concerns whether it be managing platforms, monitoring posts, or creating a measurement strategy!

1:40 p.m.

Social Media for Government Communications Challenges & Solutions: Benchmark With Your Peers

This is a follow up exercise to discuss with fellow attendees and speakers what your most pressing social media communication concerns are and find solutions to common problems. We will address the group’s list of issues and questions throughout the conference. All participants will be encouraged to contribute to the discussions.

2:10 p.m.

Taking Digital Out Of The Box And Making It Available To Employees Across Your Organization To Make Things Easier

What is digital? If you think it is a magic wand that instantly leads to transparency and engagement, think again. Digital is more like a pen – a tool that belongs in everybody’s hands. In Adams County, Colorado, employees are encouraged to take initiative on digital, like social media, but they aren’t left alone to do it. They’re given the support they need to achieve business goals, along with the guidance required to mitigate risk. This begins with support from county leadership and continues with activities of the county’s Public Information Office, social site administrators, and front-line employees.

In this information-packed session, you’ll learn how digital and innovation are solving issues through five areas of impact and across multiple offices and departments, including the Adams County Board of Commissioners, the Animal Shelter and Adoption Center, Human Services and Transportation.

In addition, you’ll explore new tools and strategies that are boosting Adams County’s ability to provide a safe, healthy environment to work, raise families and build businesses.

Becky Kessler, Adams County Digital Content Strategist
Adams County, Colorado
@rebeccakessler

2:40 p.m.

Idea Exchange: Questions, Feedback, Collaboration

2:45 p.m.

Afternoon Refreshment & Networking Break

3:00 p.m.

How To Save Money And Deliver Mission Results
In The Age Of Austerity

You have been told over and over again: "Do more with less." But how can you do more with less?

Steve Ressler, Founder of GovLoop, answers: You can't. Instead, you have to do things differently.

In this thought-provoking session, Steve will share with you lessons and best practices from helping more than 90,000 city, county, state, and federal government employees save money while delivering increased missions results. With ideas on how to re-think training on little budget and how to deliver technology at half the cost and 2x the effectiveness.

You will leave this session with new approaches, relatable case studies, and actionable advice that will improve your agency.

Steve Ressler, President
GovLoop
@govloop

GovLoop is the premier online community where more than 60000 public sector professionals connect to advance their careers.

3:45 p.m.

Idea Exchange: Questions, Feedback, Collaboration

3:50 p.m.
Social Media for State & Local Government Communications:
Ask The Experts Panel

Don’t miss this opportunity to get expert advice on your most pressing social media issues. Several of today's speakers will be on hand for a lively discussion and debate of today's hot topics and biggest challenges.

4:10 p.m.

Day One Wrap Up

During this time we open the floor to any questions that may not have been answered, discussions that you’d like to expand on, and an opportunity to let your speakers and facilitator know what topics you’d like to have discussed in tomorrows session.

Jenna Ben-Yehuda, Director
Wittenberg Weiner Consulting, LLC
Training Chairperson

4:30 p.m.

End Of Day One

5:00 p.m.

Networking Reception: Please Join Us!

We invite you to join us for a drink as you relax with your peers. All conference attendees and speakers are welcome to join us for this special opportunity to continue networking. Don't miss this chance to benchmark new ideas over complimentary drinks!

Sign up during the day for dinner with a group. Take advantage of Tampa, Florida’s fine dining while you continue to network with your colleagues.

8:00 a.m.
Continental Breakfast & Networking

8:30 a.m.
Chairperson's Opening of Day Two & Presentation

Jenna Ben-Yehuda, Director
Wittenberg Weiner Consulting, LLC
Training Chairperson

9:15 a.m.

Idea Exchange: Questions, Feedback, Collaboration

9:20 a.m.

Morning Refreshment & Networking Break

9:40 a.m.

Learning How To Overcome Organizational Obstacles -- Such As Limited Or Nonexistent Resources -- To Create An Engaging Social Media Presence

Few organizations are as diverse as government. Putting together a social media strategy that successfully works with all areas of your organization can be an overwhelming challenge. This can be especially true of local government where resources for public engagement are likely limited or nonexistent.  Department heads are more concerned with fixing streets, fighting crime and putting out fires, literally as well as figuratively, to focus much attention, if any, on a social media strategy.

You can overcome the challenges of a busy government organization and develop a collaborative social media strategy that meets the goals of your organization without giving up existing responsibilities. The right tools, the right team, and the right goals will help you move forward with your social media presence in a way that is timely, transparent and engaging.

In this session, you will learn how to put together the tools and team to assist with the implementation of your social media strategy, including how to:

• Gain management buy-in
• Assemble a rock star social media team
• Develop and stay on strategy
• Use tools and tips to stay on track

Teresa Wilson, Information Technology Director
City of Owasso, Oklahoma

10:10 a.m.

Idea Exchange: Questions, Feedback, Collaboration

10:15 a.m.

Social Media for Government Communications Challenges & Solutions: Benchmark With Your Peers

This is a follow up exercise to discuss with fellow attendees and speakers what your most pressing social media communication concerns are and find solutions to common problems. We will address the group’s list of issues and questions throughout the conference. All participants will be encouraged to contribute to the discussions.

10:45 a.m.

The Road To Social Media Success In Government Isn’t Easy — Learn How To Keep Pace With The Public's Needs And Expectations

Hillsborough County, Florida entered into the social media world slowly in 2008 with a Twitter account. Now, they have more than 20 social media platforms for a variety of departments. The County is continually seeking to improve its social media program to keep pace with the public’s needs and expectations for quick and easy communication with their government.

But, the road to success isn’t easy! Challenges have included dealing with social media accounts created with good intentions but little success; instilling the understanding that adding another social media platform may not be the best way to meet PR needs; addressing irate comments; developing and revising social media policies and procedures; working through the constant changes of social media platforms; understanding public records issues; and measuring for success.

In this thought-provoking session, examine Hillsborough County’s challenges and successes with social media, so you can go back to your own government organization prepared to apply lessons learned both the hard way and the easy way!

Jennifer Hall, Public Relations Coordinator
Communications & Digital Media Services Department
Hillsborough County, Florida
@HillsboroughFL

11:15 a.m.

Idea Exchange: Questions, Feedback, Collaboration

11:20 a.m.

3 Key Points To Create A Social Media Friendly Administration And Empower Your Departments While Still Controlling Your Messaging

Engaging your department and empowering them to develop and implement their own social media accounts, your information is disseminated on a more organic and timely manner.

This session will highlight three key points on how you can create a social media friendly administration while still controlling messaging, including how to:

• Demonstrate the importance of social media within your departments
• Outline tips to help keep your messaging uniformed
• How to make your social media sites a central hub of information

After this session you will have a greater understanding of tactics to apply to your current social media strategy that will help you to:

• Manage independently run accounts that allow for more tailored messaging
• Allow each department to create a social media schedule based on information they believe is most beneficial
• Develop a comprehensive social media policy and guide to allow departments to be more comfortable utilizing social media tools
• Leverage different accounts to better support departments

Tyler Kruse, New Media Specialist
State of Hawaii

11:50 a.m.

Idea Exchange: Questions, Feedback, Collaboration

11:55 a.m.
Chairperson’s Recap: Key Takeaways And What To Do When You Get Back To The Office

We’ll recap the highlights of the past two days and ask you to share key insights and next steps with the group.

Jenna Ben-Yehuda, Director
Wittenberg Weiner Consulting, LLC
Training Chairperson

12:15 p.m.
Close Of General Sessions

Complete your training experience with
Post-Training Interactive Workshop D!

12:45 p.m. to 3:15 p.m.
POST-TRAINING WORKSHOP D

How To Use Social Media to Convert A Crisis Into A Positive For Your Agency

With over one billion connected, social media allows every current (and potential) customer to play the role of an ambassador for your organization. Which sounds good, until it all goes bad.

One unhappy tweet, one negative Facebook status update, one dissatisfied Yelp or TripAdvisor review can spark a social media crisis with astonishing swiftness and result in a damaging effect on the brand. As such, social media can be an unforgiving place for your brand. Or, with the right finesse, it can be a very forgiving place—allowing you to amplify your service recovery and make long lasting brand fans.

In this workshop, we will:

• Review social media crisis case studies
• Discuss key takeaways for future application
• Detail best practices for creating an action plan to help handle social media crises
• Explore tools & tricks for monitoring to make sure you know about impending crises before they explode
• Dig into a hands-on handling of a simulated crisis

The goal is for you to leave the workshop with a clear action plan to help handle a social media crisis, as well as an understanding of the various stakeholders you will need to involve in the planning process. Ultimately, this workshop will assist you with ways to act quickly and effectively if such a social media crisis were to hit your organization.

WORKSHOP LEADER: Leader To Be Assigned.