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e-hostility Social Media Mitigation Haters Will Be Haters‌ But They Will Still Click! Tom Lorenz Director of Communications and Community Relations City of Glendale, CA

@MyGlendale


@MyGlendale


30 decades of technology in the palm of your hand @MyGlendale


Millennials This past year, Millennials surpassed Baby Boomers

@MyGlendale


e-hostility Psychosis • How Accidental Intentional The “Troll”

• Targets Elected Officials Performance @MyGlendale


@MyGlendale


#DeadRaccoonTO

@MyGlendale


@MyGlendale


@MyGlendale


@MyGlendale


@MyGlendale


#DeadRacconTO

@MyGlendale


This is not a dump! Take your crap with you!

@MyGlendale


Gone But Not Forgotten @MyGlendale


Rumor Page

www.GlendaleCa.gov

@MyGlendale


@MyGlendale


Kansas City

@MyGlendale


Never Say Never Never Say Always • Identify the source that you can point to • Post facts and link to a source (URL’s, pictures, charts) Best if neutral Use theirs • No “He said – She said” • Avoid answering directly – just post • No back and forth @MyGlendale


Rules of Engagement • Give it time: Most posts rarely ever need an immediate response, give time to yourself to think it through and reply. • Clear Mind: Most inappropriate communication comes from emotions. Have a clear mind and don’t respond with the same emotional approach. • Play Chess not Checkers: Be smarter. Evaluate your move and anticipate what the responses may be. @MyGlendale


Rules of Engagement • Say less: Say more with less. Short, concise responses will go a long way. SHORT - SHARP - SMART • Be Strong: Keep your shield up and don’t let a troll get to you. Eventually everyone will see how ugly they truly are. • Stay Above it: Every response does not need your response. Eventually the troll will put his/her foot in their mouth. @MyGlendale


It’s not IF it is going to happen It’s WHEN it is going to happen More often than not, GOVERNMENT tends to react

@MyGlendale


It Takes a Village to Raise a Child • Create a village through social media platforms • Make sure your webpage is strategically prepared for scenarios • Create a virtual conversation • Use Tribal Identifiers

@MyGlendale


Media Platforms MyGlendale GWP Library, Arts & Culture Community Services & Parks Fire Department Police Public Works

City Clerk Community Development Economic Development Corporation

Human Resources

@MyGlendale


Multi – Mode | Multimedia Establish a vocabulary that is accessible to a broad audience

Tribal Identifiers

“My Glendale” “18 Hour Day” “Renaissance” “Vibrant” “Thriving” “Diverse” “Cosmopolitan” “Exceptional Customer Service” “Precision Execution” @MyGlendale


‌ through precision execution and innovative leadership.

@MyGlendale


MyGlendaleCityNews.org


ThisIsMyGlendale.org

@MyGlendale


@MyGlendale


Innovation Team • • • • • • •

Tap your resources Internal stakeholders Champion it Power of Social Media Your Employees Integration Empowerment @MyGlendale


Visualization

@MyGlendale


@MyGlendale


Keep Score 93% were satisfied with services provided by the City

@MyGlendale


More residents say that they are satisfied with city departments in 2016 than in 2013. Top Three City Departments Extremely / Satisfied

Swmt Dissatisfied 94%

Fire Department January 2016

6%

Fire Department July 2013

90%

10%

Police Department January 2016

90%

10%

Police Department July 2013 Library, Arts and Cultural Rep January 2016 Library, Arts and Cultural Rep July 2013

80% 85% 78%

20% 15% 22%

@MyGlendale


Same Ten People

@MyGlendale


Citizens Against Virtually Everything • CAVE People

@MyGlendale


#my

@MyGlendale


e-hostility Social Media Mitigation Haters Will Be Haters‌ But They Will Still Click! Tom Lorenz Director of Communications and Community Relations City of Glendale, CA Tlorenz@GlendaleCA.gov 818-535-1958

@MyGlendale

Profile for Utah Division of Emergency Management

E-hostility: Social Media Mitigation  

From Tom Lorenz City of Glendale, CA

E-hostility: Social Media Mitigation  

From Tom Lorenz City of Glendale, CA