Loading…
Government Social Media: Driving Results
Febrary 29 - March 2, 2016 in Washington, DC
Venue, Pricing, & Registration Details

Sign up or log in to bookmark your favorites and sync them to your phone or calendar.

Monday, February 29
 

TBA

PRE-TRAINING INTERACTIVE WORKSHOP DAY
Attend workshops for maximum value and learning

Monday February 29, 2016 TBA
Crystal 2 Westin Crystal City

7:45am EST

Workshop A: Storytelling In A Digital Age: Best Practices For Developing Compelling & Audience Engaged Video Content With Limited Resources
About Face Media

In this age of 24/7, multi-media, multi-platform communications, getting your message seen—and, more importantly, remembered—is a vital step toward keeping your citizens and stakeholders engaged, informed and aligned with your agency goals.  The concept of “Digital Storytelling” is everywhere, but what goes into creating effective, efficient and compelling story-based video content?  And how can you be sure that content is reaching your audience?

 

In this hands-on workshop, you will learn the foundations of effective video content development along with proven strategies, practical approaches, and useful tips to creating content that engages your audiences and keeps the door open to ongoing interaction, including how to:

  • Learn why story-based content can be a successful development strategy
  • Understand the makeup of engaging and compelling stories
  • Know the questions you should be asking before you start
  • Develop cost-effective video content for multiple distribution channels
  • Address expectations regarding engaging with and sharing video content and “viral views”
  • Apply these approaches to your specific content needs

Denise Roberts McKee, COO

About Face Media


Speakers
avatar for Denise Roberts McKee

Denise Roberts McKee

Story Strategist, Electric Campfire Story Sessions
Denise Roberts McKee is the Chief Operating Officer at About Face Media, which creates brand storytelling initiatives for the web, told through the lens of independent film's most acclaimed documentary filmmakers.   As COO, she develops and maintains the company’s structure and... Read More →


Monday February 29, 2016 7:45am - 10:15am EST
Crystal 2 Westin Crystal City

10:15am EST

Morning Refreshments & Stretch Break
Stand up and stretch and grab some refreshments as we switch over to the next workshop session.

Monday February 29, 2016 10:15am - 10:20am EST
Crystal 2 Westin Crystal City

10:20am EST

Workshop B: Connecting A Widespread Workforce Through Social Media Advances
Booz Allen Hamilton

Learn how leading organizations & government agencies can utilize conventional, digital and social media techniques to address business and operational challenges.  

 

Following this interactive session, you will gain the knowledge on how digital and social media can be used to build professional communities, engage in outreach and achieve recruitment and retention objectives, including:

  • Communicating a conscious choice with everyone inside an organization
  • Why your employees need active courting to become proactive advocates
  • How to prevent confusion through active partner and leadership participation
    • Jabber sessions; on-line discussions
    • Encouraging collaboration on line
Rebecca Callahan, Public Affairs Strategic Associate, Booz Allen Hamilton

Speakers
avatar for Rebecca Callahan

Rebecca Callahan

Public Affairs Strategist, Leidos / American Red Cross
A seasoned spokesperson and public affairs expert with 10+ years’ of federal experience and extensive knowledge of strategic communication, media relations, information assurance and crisis management specializing in Intelligence Community (IC) agencies and Non-governmental Organizations... Read More →


Monday February 29, 2016 10:20am - 12:20pm EST
Crystal 2 Westin Crystal City

12:20pm EST

Lunch On Your Own -- But Not Alone
Stop by the registration table for a map of local eatieries near by.
Feel free to dine with a group or go out on your own.

Monday February 29, 2016 12:20pm - 1:15pm EST
Crystal 2 Westin Crystal City

1:15pm EST

Workshop C: Bringing Gamification Rewards and Incentives Across All Social Networks
Badgeville
The more information about your audience's behavior that you are able to track the more powerful you can make your social media strategy.

This forward-thinking workshop will outline the need for gamification to take your social media strategy to the next level. You'll gain a deeper understanding about gamification, cost-effective ways to integrate it into your existing plan, and how to measure the data to help your strategy produce results that matter.

Monday February 29, 2016 1:15pm - 3:15pm EST
Crystal 2 Westin Crystal City

3:15pm EST

Afternoon Refreshments & Networking Break
Stand up and stretch and grab some refreshments as we switch over to the next workshop session.

Monday February 29, 2016 3:15pm - 3:30pm EST
Crystal 2 Westin Crystal City

3:30pm EST

Workshop D: The Science, Art, And Magic Of Successful Digital Engagement Strategies With Itty, Bitty, Teeny Budgets
McBee Strategic Consulting
An overwhelmingly powerful metric to measure the success of your digital campaigns is that  annoying little word: engagement. But often it’s just slightly out of reach. One way to encourage attention from your audiences is by ensuring that your content is interesting – but how do you get to the tipping point where you have an audience who cares, engages, and shares? Even an itty, bitty, teeny budget helps.

In this session you will walk away with a core understanding of how to entertain your online audience and encourage strong engagement numbers through:

  • Defining your target audience by understanding your objectives and goals of your online presence and speaking to the right individuals
  • Tailoring your content to capture the attention of these individuals – encouraging engagement, sharing, and other measureable metrics
  • Selecting your online platforms for the most effective types of communication & using micro-spends and mini-campaigns to increase reach
  • Building and managing these micro-spends (your tiny budgets) to build a long-term audience that is aligned with your organization’s objective

Ashtan Moore, Digital Media Director

McBee Strategic Consulting

 

Speakers
avatar for Ashtan Moore

Ashtan Moore

Vice President of Digital, McBee Strategic Consulting
Ashtan Moore helped to spearhead the launch of McBee Digital, a division of the prestigious McBee Strategic, and presently serves as Vice President of Digital. Leveraging over a decade of experience in developing online solutions to drive offline goals, Ashtan leads the division by... Read More →


Monday February 29, 2016 3:30pm - 5:30pm EST
Crystal 2 Westin Crystal City
 
Tuesday, March 1
 

TBA

GENERAL SESSIONS DAY 1
Tuesday March 1, 2016 TBA
Crystal 5 & 6 Westin Crystal City

8:00am EST

Registration & Continental Breakfast
Sign-in, pick up your materials, and enjoy a continental breakfast before we start the day.

Tuesday March 1, 2016 8:00am - 8:30am EST
Crystal 5 & 6 Westin Crystal City

8:30am EST

Chairperson's Opening & Speed Networking -- Get To Know Your Fellow Training Attendees
Social Driver
In this fast-paced forum get to know your fellow peers, their biggest social media challenges, and a few fun facts!

Tuesday March 1, 2016 8:30am - 9:15am EST
Crystal 5 & 6 Westin Crystal City

9:15am EST

Breathing Life Into A Social Media Program: Strategy, Planning, And Experimentation
U.S. Energy Information Administration

This highly informational session will discuss how to jumpstart a social media program by developing a comprehensive social media strategy.  Learn how to craft an effective social media strategy, the steps taken to rapidly expand a social media audience, and the importance of trial and error.

 

Gain the key components and priceless knowledge to develop and manage your social media program, including how to:

  • Plan for success - social media is heavily dependent on the effort you commit to planning
  • Dedicate your time and patience to innovation, this can result in a social media boom for an agency
  • Focus your attention on your social media strategies, it is necessary for any outreach campaign 

Dale Sweetnam, Lead Social Media Manager

U.S. Energy Information Administration


Speakers
avatar for Dale Sweetnam

Dale Sweetnam

Lead Social Media Manager, U.S. Energy Information Administration
Dale Sweetnam is a Technical Writer/Editor and the Lead Social Media Manager at the U.S. Energy Information Administration (EIA). Dale has worked at EIA for two years and is responsible for the agency’s social media management and social media planning. Dale also assists with communications... Read More →


Tuesday March 1, 2016 9:15am - 9:50am EST
Crystal 5 & 6 Westin Crystal City

9:50am EST

Morning Refreshments & Networking Break
Enjoy complimentary coffee, tea, and other refreshments as you network with your peers.

Tuesday March 1, 2016 9:50am - 10:10am EST
Crystal 5 & 6 Westin Crystal City

10:10am EST

Learn How To Showcase The Voice Of Others Without Losing Your Own
Peace Corps

With more than 6,200 Peace Corps Volunteers serving in countries around the world, how does Peace Corps share their stories without losing its own voice?

Learn the best practices for giving your brand ambassadors a voice, without losing the overall message of your agency.

 

This session will provide you with the key components to utilize the voice of your audience without losing your organizations’ message, including how to:

  • Use what others are saying about you to reemphasize your brand
  • Employ best practices for reusing already-existing content
  • Establish timing strategies
  • Create strategies to connect with new followers
  • Highlight others without losing your own voice

Kyle Livingston, Social Media Specialist

Peace Corps


Speakers
avatar for Kyle Livingston

Kyle Livingston

Social Media Specialist, Office of Communications, Peace Corps
Kyle Livingston has been Peace Corps’ Social Media Specialist since September 2014. He has grown Peace Corps’ follower base by more than 100,000 additional followers, he was the creative behind their 2014 New Year video and upcoming end-of-the-year video, and manages more than... Read More →


Tuesday March 1, 2016 10:10am - 10:45am EST
Crystal 5 & 6 Westin Crystal City

10:45am EST

Engaging Social Media Tactics To Implement Despite Your Agency's Size And Resources
U.S. Department of Commerce

Sex, drugs and rock n' roll are easy ways to get attention. But what about patents? Or marine debris? Or international trade tariffs for woven men's blazers? Even for these more mundane topics, you must reach key stakeholders and customers. Find out how to bring sexy back to your industry by revving up the appeal of your content.

 

In this highly informative session, you'll learn how revamp your content to engage your audience, including how to:

 

  • Use humor to create shareable content
  • Tell stories to show customers what your product or service does for them
  • Hone in on common interests—and do less product promotion
  • Harness guides and eBooks to engage your stakeholders
  • Use images and photos to generate positive brand sentiment

 

Mike Kruger, Director of Digital Engagement

U.S. Department of Commerce


Speakers
avatar for Mike Kruger

Mike Kruger

Director of Digital Engagement, U.S. Department of Commerce
Mike Kruger is the Deputy Director of Public Affairs and Director of Digital Engagement. He directs the Agency’s first-ever Office of Digital Engagement, which was created in February 2014. Mike started with the Department of Commerce in September 2010 as the Director of Digital Strategy . He joined the Commerce Department after two years as the House Education and Labor committee's online outreach specialist, where he was charged with expa... Read More →


Tuesday March 1, 2016 10:45am - 11:20am EST
Crystal 5 & 6 Westin Crystal City

11:20am EST

iSaber es Poder!: Using Social Media To Reach Out To Latinos
U.S. Food and Drug Administration

Social media is not only revolutionizing how news are transmitted, but also opening spaces to more players, who can now communicate directly and immediately with a larger public. Increasingly, government agencies are producing their own news stories, in-depth articles and embracing social media. They are also partnering with journalists and community organizations and advocates to reach and engage the public through a variety of channels and digital communications, and providing information in Spanish and other languages.

Learn how the FDA is using social media tools to achieve their public serving goals and strengthen the public trust and engagement, including how to:

  • Innovative ways government communicators can reach Latinos through digital communication tools
  • Effective social media marketing campaigns for Latinos
  • Maximize internal resources to reach out diverse populations

Gloria Sanchez - Contreras, FDA National Spanish-Language Spokesperson and Communications Lead

U.S. Food and Drug Administration


Speakers
avatar for Gloria Sanchez - Contreras

Gloria Sanchez - Contreras

FDA National Spanish-Language Spokesperson and Communications Lead, U.S. Food and Drug Administration
Ms. Sánchez-Contreras is the national Spanish-language spokesperson and communications lead at the U.S. Food and Drug Administration (FDA).  In this role, she manages Spanish-language communications across FDA and works to “transcreate” culturally and linguistically educational... Read More →


Tuesday March 1, 2016 11:20am - 11:55am EST
Crystal 5 & 6 Westin Crystal City

11:55am EST

Lunch On Your Own, But Not Alone -- Reservations Are Booked!
Reservations have been made at a number of local restaurants. Please sign-up at the registration table if you are interested in dining out with a group.
**Everyone is financially responsible for their own lunch.

Tuesday March 1, 2016 11:55am - 1:30pm EST
Crystal 5 & 6 Westin Crystal City

1:30pm EST

Interactive Group Session: Discuss Challenges & Solutions You Are Experiencing With Your Organization's Social Media Strategy
Now that you have heard a number of in-depth presentations on social media best practices, it is time to put that knowledge to work!

You will be divided into groups to discuss with your fellow attendees specific challenges you may be experiencing within your organization and come up with a strategic plan to solve it.

Take this time to receive solutions from your fellow attendees as well as provide tips & tricks of your own!

Speakers
avatar for Denise Roberts McKee

Denise Roberts McKee

Story Strategist, Electric Campfire Story Sessions
Denise Roberts McKee is the Chief Operating Officer at About Face Media, which creates brand storytelling initiatives for the web, told through the lens of independent film's most acclaimed documentary filmmakers.   As COO, she develops and maintains the company’s structure and... Read More →


Tuesday March 1, 2016 1:30pm - 2:05pm EST
Crystal 5 & 6 Westin Crystal City

2:05pm EST

Leveraging Social Media To Educate And Engage Citizens In Real-Time To Achieve Your Strategic Objectives
U.S. Coast Guard

Social media offers government communicators the opportunity to engage and educate citizens in real-time. Yet, many federal agencies limit their social media return on investment to quantitative metrics on followers, likes and shares. Learn how the Coast Guard goes beyond accumulating social media “likes” to build an engaged and educated audience of citizen brand ambassadors. Gain best practices on employing brand ambassadors who can be used as force multipliers in support of strategic communication efforts related to brand management, change management and crisis management.

 

This session will provide you with the tools to leverage your investment in social media brand ambassadors to:

  • Demonstrate your agency's value to the nation
  • Manage your agency's reputation
  • Validate and dissemincate information during a crisis
  • Help individuals and organizations understand, support and actively contribute to change
  • Educate, engage, and employ brand ambassadors for brand, change and crisis management

Christopher Lagan, Chief of Strategic and Integrated Communications

U.S. Coast Guard


Speakers
avatar for Christopher Lagan

Christopher Lagan

Chief of Strategic and Integrated Communications, U.S. Coast Guard
Christopher Lagan is the chief of strategic communication and integrated communication planning for the U.S. Coast Guard’s Office of Public Affairs. Over the past two decades, Christopher has worked in senior communication positions in the public, private and non-profit sectors... Read More →


Tuesday March 1, 2016 2:05pm - 2:40pm EST
Crystal 5 & 6 Westin Crystal City

2:40pm EST

Afternoon Refreshments & Networking Break
Enjoy a variety of snacks and beverages as you network with your peers!

Tuesday March 1, 2016 2:40pm - 3:00pm EST
Crystal 5 & 6 Westin Crystal City

3:00pm EST

Can You Hear Me Now? Improving Customer Experiences Through Social Listening
IBM Center for the Business of Government
When it comes to social media, we think of it as a place to tell our story, but it should also be thought of as an opportunity to listen. Every day, your customers are telling you about their experiences, and if you can harness those insights you can improve your services.

Discover how to actively listen and the tools you can utilize to make it easier. This session will cover:

  • Social listening tools and methods – from basic to advanced
  • Embracing negative feedback
  • Integrating social feedback into operations – the challenges and how to overcome them

Darcie Piechowski, Social Media & Innovation Fellow

IBM Center for the Business of Government


Speakers
avatar for Darcie Piechowski

Darcie Piechowski

Social Media & Innovation Fellow, The IBM Center for the Business of Government
Darcie Piechowski is the Social Media & Innovation Fellow for the Center for the Business of Government. In this role, Ms. Piechowski explores the inventive ways governmental organizations serve citizens through their use of collaborative platforms and technology. Also, an HR Strategy... Read More →


Tuesday March 1, 2016 3:00pm - 3:35pm EST
Crystal 5 & 6 Westin Crystal City

3:35pm EST

Establishing A Social Listening Program That Will Improve Your Organization’s Ability To Respond To A Crisis
Federal Emergency Management Agency

Every organization or agency faces a crisis at some point. How can you best prepare for it? The answer lies in the combination of establishing a social listening program that emphasizes details analysis of online conversations, practicing how to analyze and report on information during a crisis, and then cross-training your staff. A social listening program will empower your organization with the tools needed to respond quickly when a crisis situation occurs.

 

You will gain the knowledge on how to use social media as a critical source of information during a crisis to help your agency understand how the public is reacting, including how to:

  • Utilize social media as a source of critical information that will help your organization understand how the public is reacting  
  • Take advantage of the insight that can be found on social media 
  • Cross-train your staff how to appropriately listen and analyze details   
  • Quickly spin up a response as soon as a crisis occurs
  • Establish a crisis communications plan ahead of time that addresses how to implement social listening so there is no question about how to proceed when something happens
Gloria Huang, Digital Training and Capacity Building Lead, FEMA



Speakers
avatar for Gloria Huang

Gloria Huang

Digital Training and Capacity Building Leader, Federal Emergency Management Agency
Gloria Huang is a widely recognized strategic thinker on social technology, online communications, community engagement, and organizational change. She is an experienced public speaker and trainer, particularly on the use of social media for disaster response and community preparedness... Read More →


Tuesday March 1, 2016 3:35pm - 4:10pm EST
Crystal 5 & 6 Westin Crystal City

4:10pm EST

Interactive Expert Speaker Panel : Get Your Social Media Questions Answered
Still have questions? Get them answered now.
Dive into topics you want to hear more about & collaborate with your peers on the hottest topics of the day.

Tuesday March 1, 2016 4:10pm - 4:45pm EST
Crystal 5 & 6 Westin Crystal City

4:45pm EST

Close of Day One & Networking Reception
Enjoy complimentary drinks on us as you continue the conversation with your peers!

Tuesday March 1, 2016 4:45pm - 5:45pm EST
Crystal 5 & 6 Westin Crystal City

6:00pm EST

Dinner: Reservations Have Been Made
Want to keep the conversation going?
Sign-up with an ALI team member to join a group at tonight's dine-around. Reservations have been made.
**Everyone is on their own financially.

Tuesday March 1, 2016 6:00pm - 8:00pm EST
Crystal 5 & 6 Westin Crystal City
 
Wednesday, March 2
 

TBA

GENERAL SESSIONS DAY 2
Wednesday March 2, 2016 TBA
Crystal 5 & 6 Westin Crystal City

8:00am EST

Registration & Continental Breakfast
Coffee and continental breakfast will be ready at 8:00a.m.

Wednesday March 2, 2016 8:00am - 8:30am EST
Crystal 5 & 6 Westin Crystal City

8:30am EST

Chairperson's Opening: Recap Of What We've Learned So Far
Social Driver
Recap what you learned yesterday and let us know what you're interested in learning about in more depth today.

Speakers
avatar for Denise Roberts McKee

Denise Roberts McKee

Story Strategist, Electric Campfire Story Sessions
Denise Roberts McKee is the Chief Operating Officer at About Face Media, which creates brand storytelling initiatives for the web, told through the lens of independent film's most acclaimed documentary filmmakers.   As COO, she develops and maintains the company’s structure and... Read More →


Wednesday March 2, 2016 8:30am - 8:45am EST
Crystal 5 & 6 Westin Crystal City

8:45am EST

Overcoming Communication Challenges Using Social Media During An Emergency
American Red Cross

Discover how the American Red Cross used social media simultaneously for service delivery processes and crisis communications. You will gain insight into rapid response and strategically managing social media through the simultaneous development and promotional activities that occur alongside the numerous local, national and international public affairs and government relations activities constantly happening at American Red Cross.

 

This session will teach you front-line communications through public presence and strategic messaging using social media, including how to:

  • Listen to the online public chatter and recognizing when to respond and when not to
  • Gain organizational buy-in into technology investments
  • Never be afraid to tell reporters you don't know
  • Maintain the core values (Compassion, Collaboration, Creativity, Credibility and Commitment) and you’ll never go irreparably wrong

Rebecca Callahan, Public Affairs/ Government Liason

American Red Cross


Speakers
avatar for Rebecca Callahan

Rebecca Callahan

Public Affairs Strategist, Leidos / American Red Cross
A seasoned spokesperson and public affairs expert with 10+ years’ of federal experience and extensive knowledge of strategic communication, media relations, information assurance and crisis management specializing in Intelligence Community (IC) agencies and Non-governmental Organizations... Read More →


Wednesday March 2, 2016 8:45am - 9:20am EST
Crystal 5 & 6 Westin Crystal City

9:20am EST

#HelpMe: Social Media As An Effective Customer Engagement Tool
Transportation Security Administration

Organizations are increasingly using social media as a platform for customer service and engagement. In September 2015, the Transportation Security Administration launched @AskTSA to provide real-time responses to passenger comments and inquiries.

 

This session will examine how TSA launched and is using social media to engage with customers, including how you can:

  • Understand why social media customer service matters to government
  • Recognize what tools are available to help engage with your audience
  • Implement a customer engagement strategy of your own

David Johnston, Social Media Strategist 

Transportaion Security Administration

U.S. Department of Homeland Security


Speakers
avatar for David Johnston

David Johnston

Social Media Manager, Transportation Security Administration
David Johnston is an artist, mechanic, and aspiring chef. For the past two decades, he’s worked with clients to develop award-winning creative content and to tell powerful stories.He currently serves as the Social Media Manager for the Transportation Security Administration, where... Read More →


Wednesday March 2, 2016 9:20am - 9:55am EST
Crystal 5 & 6 Westin Crystal City

9:55am EST

Morning Refreshments & Networking Break
Enjoy complimentary coffee, tea, and other refreshments as you network with your peers.

Wednesday March 2, 2016 9:55am - 10:15am EST
Crystal 5 & 6 Westin Crystal City

10:15am EST

Interactive Expert Panel: Social Media Best Practices
Social Driver
Hear from a variety of government agencies and how they are using social media to drive results.
Panelists to be announced soon!

Wednesday March 2, 2016 10:15am - 11:15am EST
Crystal 5 & 6 Westin Crystal City

11:15am EST

No Account, No Problem: How To Successfully Communicate Your Message Without Your Own Social Media Platforms
Occupational Safety and Health Administration

Occupational Safety and Health Administration, OSHA, is a small agency within the Department of Labor without its own Twitter, Facebook, YouTube, LinkedIn or any other social media account.  You may be surprised, however, to learn that the lack of their own accounts was not the only or even the biggest challenge they faced when developing their social media strategy.

 

In this presentation, you will hear about some of the challenges OSHA encountered in trying to “get off the ground” on social media as a small agency and how they have attempted to overcome them. You will gain an understanding on how to successfully:

  • Manage social media messaging when you don’t have your own account
  • Identify why quality is much more important than quantity in driving user engagements
  • Implement collaboration to best reach your intended audience
  • Make mistakes; sometimes that’s the best way to learn

Sid Holcomb, Strategic Communications,

Occupational Safety and Health Administration

U.S. Department of Labor



Speakers
avatar for Sid Holcomb

Sid Holcomb

Strategic Communications, U.S. Department of Labor OSHA
Sid Holcomb does strategic communications, including speechwriting and social media coordination, for the U.S. Department of Labor’s Occupational Safety and Health Administration.  In 2014, Mr. Holcomb was detailed from the Department of Labor to the U.S. Senate HELP Committee’s... Read More →


Wednesday March 2, 2016 11:15am - 11:50am EST
Crystal 5 & 6 Westin Crystal City

11:50am EST

Lunch On Your Own, But Not Alone -- Reservations Are Booked!
Reservations have been made at a number of local restaurants. Please sign-up at the registration table if you are interested in dining out with a group.
**Everyone is financially responsible for their own lunch.

Wednesday March 2, 2016 11:50am - 1:20pm EST
Crystal 5 & 6 Westin Crystal City

1:20pm EST

Visual Impact – How Infographics, Twitpics, And Other Visuals Can Take Your Message Further
USDA Ag Marketing Service

It’s noisy online and everyone is competing for the short attention span of the average user. USDA’s Agricultural Marketing Service uses social media visuals to increase the value and extend the reach of their messages.  With high-res screens in every pocket and more social media apps geared towards images and video sharing, even the simplest visual can amplify your message and generate more online traction. 

 

Learn visual strategies to help you increase value and extend the reach of your messages on social media, including:

  • Identifying content ready-made for low-effort visuals
  • Using infographics to convey everything from complex topics to high-value consumer information
  • Leveraging Twitpics to increase reach

Shayla Bailey, Digital Communications Manager, USDA Agricultural Marketing Service


Speakers
avatar for Shayla Bailey

Shayla Bailey

Digital Communications Manager, USDA Agricultural Marketing Service
Shayla Mae Bailey is the Digital Communications Manager & Deputy Director of Public Affairs for USDA’s Agricultural Marketing Service.  She has spent her career developing communication strategies for academic institutions and government agencies, including the University of Connecticut... Read More →


Wednesday March 2, 2016 1:20pm - 1:55pm EST
Crystal 5 & 6 Westin Crystal City

1:55pm EST

Afternoon Refreshments & Stretch Break
Enjoy a variety of snacks and beverages as you network with your peers!

Wednesday March 2, 2016 1:55pm - 2:05pm EST
Crystal 5 & 6 Westin Crystal City

2:05pm EST

How To Use A Customer Experience Framework To Strategically Engage Your Senior Leadership, Keep Your Work On Message And Measure How You Are Doing
Federal Aviation Administration

The Federal Aviation Administration’s Air Traffic Organization (ATO) has a primary mission: to ensure the safety of the National Airspace System. In 2012 the ATO consolidated support services into a single shared services organization. Learn how  the ATO increased their customer experience index score year over year for the past 3 years by implementing a best practices-based strategy and framework to accomplish two objectives:  drive the internal cultural change to customer-centricity and see through the lens of our customer.

 

Leave this session with the confidence gained from understanding how to make internal customer service relevant to your organization and knowing the next steps you can take to:

  • Create a tool to reveal senior leadership’s service values, demonstrate that you “get” their point of view,  and make it actionable for your workforce
  • Message customer centricity so it sticks and becomes part of the organizational conversation with a suite of tactical collateral
  • Measure customer experience progress year over year with a cost-effective customer experience index tool

Claudia Bogard, Senior Strategist & Customer Service Executive

 Federal Aviation Administration


Speakers
avatar for Claudia Bogard

Claudia Bogard

Senior Strategist & Customer Service Executive, Federal Aviation Administration
Claudia L. Bogard is the Senior Strategist and Customer Service Executive for the Federal Aviation Administration’s air navigation service provider, the Air Traffic Organization. She provides executive leadership in establishing and managing innovative programs and strategies to... Read More →


Wednesday March 2, 2016 2:05pm - 2:40pm EST
Crystal 5 & 6 Westin Crystal City

2:40pm EST

NAGC Panel: How To Avoid Technobabble And Really Communicate With Your Audiences
National Association of Government Communicators
Hear a new perspective from a number of NAGC members. Dive into topics you want to hear more about & collaborate with your peers on how to use social media to successfully connect with your audiences, including how to:
  • Use social media events (such as Twitter Chat) to engage stakeholders in conversation
  • Expand your reach and your audience by partnering on social media events
  • Translate your government technobabble to better communicate with a broader audience
  • Build a non-traditional communications plan for government

Moderator:

John Verrico, Chief of Media Relations, Department of Homeland Security, Science and Technology Directorate

Panelists:

Jessica L. Tozer, Social Media Communications Manager / Support Contractor, DHS  Science and Technology Directorate / Corner Alliance

William Selby, Content Manager, DoD News Social Media Operations / Support Contractor, Defense Media Activity / REJ & Associates


Moderators
avatar for John Verrico

John Verrico

Chief of Media Relations, Department of Homeland Security, Science and Technology
John Verrico is the President of the National Association of Government Communicators, and has 35 years of experience as a public affairs professional in federal and state government agencies, working extensively in media, community and employee relations. A retired Navy Reserve Master... Read More →

Speakers
avatar for Clayton Filipowicz

Clayton Filipowicz

Chief of Social Media - Air Force Media, Defense Media Activity
As a sergeant, Mr. Filipowicz helped manage the Marine Corps’ flagship social media platforms. He went on to work for the Travel Channel, the Defense Information School, and the U.S. Air Force’s official Magazine.  His areas of expertise include video production, social media... Read More →
avatar for William Selby

William Selby

Defense Media Activity Social Media Content Manager, Department of Defense/REJ & Associates
William Selby is a DoD contractor with REJ & Associates, and currently serves as the contract team lead for the social media department at the Defense Media Activity on Fort Meade, Maryland.  Selby has been working at DMA since it’s inception and has been an integral part in the... Read More →
avatar for Jessica Tozer

Jessica Tozer

Social Media Communications Manager, DHS Science and Technology Directorate / Corner Alliance
Jessica L. Tozer is a senior science and technology communications consultant for Corner Alliance, who currently serves as the social media communications manager for the Department of Homeland Security Science and Technology Directorate.  She is responsible for managing the social... Read More →


Wednesday March 2, 2016 2:40pm - 3:25pm EST
Crystal 5 & 6 Westin Crystal City

3:25pm EST

Government Social Media Training Wrap Up & Key Takeaways
Take this opportunity to ask any final questions of your speakers & peers.

Speakers
avatar for Denise Roberts McKee

Denise Roberts McKee

Story Strategist, Electric Campfire Story Sessions
Denise Roberts McKee is the Chief Operating Officer at About Face Media, which creates brand storytelling initiatives for the web, told through the lens of independent film's most acclaimed documentary filmmakers.   As COO, she develops and maintains the company’s structure and... Read More →


Wednesday March 2, 2016 3:25pm - 3:40pm EST
Crystal 5 & 6 Westin Crystal City

3:40pm EST

Close of Training
Wednesday March 2, 2016 3:40pm - 3:45pm EST
Crystal 5 & 6 Westin Crystal City