Does Government Create Incredible Experiences Or Avoid Bad Outcomes?

This morning, marketing blogger Seth Godin asked the question, “How much of time, staffing and money does your organization spend on creating incredible experiences (vs. avoiding bad outcomes)?” This really hit home to me as someone who spends time thinking about how marketing broadly defined fits into government missions.

Under the framework of what we call Government 2.0, I’ve written a bit lately about how government can use social networking and new marketing to tell citizens and other stakeholders about the great things they’re doing. I think that proactively putting out compelling content is a great tactic, and how small, innovative, engaging events can create very memorable brand experiences. I’ve also been publicly critical of the lame Facebook Fan pages that Federal government agencies have, among other “lame” aspects of Gov 2.0 – From my vantage point, a lot of effort seems to go into avoiding bad outcomes, rather than creating incredible experiences.

There are good reasons for some of the “avoiding downsides” stuff, but where are the limits? No one ever seems to know how to answer that question for me. People tell me to praise them because, well, at least they have a Facebook Fan page – it’s new media! But at what date am I allowed to criticize you because you never took the slightest risk with it? To quote Godin:

“Here’s a rule that’s so inevitable that it’s almost a law: As an organization grows and succeeds, it sows the seeds of its own demise by getting boring. With more to lose and more people to lose it, meetings and policies become more about avoiding risk than providing joy.”

I avoid meetings like the plague (unless they’re at happy hour), but I know a lot of people who have to attend lots of them as part of their jobs in Washington, DC. So I ask, particularly to those who are interested in “change” and Gov 2.0 and participatory government and all these other related topics: How often is the topic of your meetings about creating an incredible citizen experience?

Posted via email from Mark’s Cheeky Posterous

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This post was written by:

Mark Drapeau - who has written 165 posts on Dr. Mark Drapeau.


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1 Comments For This Post

  1. Justin Thorp Says:

    Right on man. Seems like social media for many folks is jut a check list. Got a Twitter account. Check. Got a blog. Check. Which as you noted, doesn’t work. I’d love to see someone who’s highlighting gov social media projects that really do work… that are the examples that we all should point to… that are examples of the government using social media to better connect with citizens and give them quality experiences..

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