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VA and Digital Communication

VA and Digital Communication. Presented by: Lauren Bailey Deputy Director, Online Communications Department of Veterans Affairs. Bottom Line Up Front. Our strategy is about leveraging new technology to get the right information to the right Veteran at the right time.

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VA and Digital Communication

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  1. VA and Digital Communication Presented by: Lauren Bailey Deputy Director, Online Communications Department of Veterans Affairs

  2. Bottom Line Up Front • Our strategy is about leveraging new technology to get the right information to the right Veteran at the right time. • Veterans today are online, so it’s our job to meet them where they’re already congregating • Direct engagement/interaction encourages trust in the system and adds that long-needed human touch

  3. A Framework for Communication • Three phases: • Disseminating information effectively • How we reach the Veteran • Obtaining feedback and acting on it • How the Veteran reaches us (and how we react) • Sustaining and building an audience • Constant, healthy, two-way communication between VA and our audience using new media tools

  4. How We’re Reaching Veterans • VA currently uses five primary platforms • Blog • Facebook • Twitter • YouTube • Flickr

  5. So, What’s the Strategy • Centralization • Localization • Standardization

  6. Localization

  7. Where We’re Headed • Refining how we measure success • Reach • Impact • Ability to funnel feedback to appropriate offices and SMEs for action • Governance • Live chats w/VA leaders/Interactivity

  8. Questions? • Lauren.Bailey@va.gov • @LaurenBaileyVA

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