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From YouTube: 2015 AGCCP Conference Pittsburgh #7: Social Media with Jacob Minton & Antoinette Palmieri - 5/7/15
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A
B
The
311
response
center
is
the
main
gateway
to
city
services,
as
small
as
our
population
is.
We
do
take
a
lot
of
requests.
Most
cities
that
have
311
systems
you'll
find
that
more
of
their
calls
are
question
related
and
don't
end
up
in
service
requests.
Pittsburgh,
I
believe,
is
the
complete
opposite.
The
majority
of
our
calls
are
going
to
end
with
a
service
request.
Sometimes
we'll
get
one
call
that
will
generate
25
30
different
requests.
C
They
have
to
wait
for
the
mail
to
get
get
their
items,
and
things
like
that.
So
I
guess
at
the
end
of
the
day,
as
long
as
they're
satisfied,
then
we've
done
our
job.
B
Citizens
can
contact
us
a
variety
of
ways.
We
have
live
operators
we've
expanded
our
hours
from
7
am
to
7
pm,
which
is
exciting
different
hours.
Odd
hours
feel
free
to
call
us
and
leave
a
message
at
311.
It
answers
24
hours
a
day,
and
then
we
also
have
311
postcards
that
will
pass
out
at
community
meetings
that
you
can
fill
out
and
send
in
those
are
posted
paid.
B
B
Through
the
years
we've
been
growing
and
building
and
we're
up
to
11
staff
now
and
one
of
our
most
exciting
endeavors
at
this
point
is
we're
finally,
getting
new
software,
we're
currently
using
something
that
was
built
in-house
in
the
late
1980s
and
now
we're
moving
up
to
a
new
product,
we're
in
the
process
of
implementing
it,
and
I
hope
to
have
full
implementation
by
this
summer
or
fall.
So
that's
going
to
make
a
lot
of
great
improvements
to
3-1-1
the
efficiency
of
the
service
we
can
provide.
So
we're
very
excited
about
that.
D
D
D
It
can
be
challenging
at
times
to
respond
to
a
certain
person's
needs
with
only
140
characters,
but
there's
a
there's
a
few
times
where
we
have
some
multiple
tweets,
we're.
B
Making
our
website
more
self-service,
so
people
will
be
able
to
go
in
and
find
the
answers
to
questions
they
need
without
having
to
contact
us.
It
makes
it
a
lot
more
convenient,
we'll
be
building
the
knowledge
base
that
that
goes
along
with
that
for
years,
updating
and
putting
more
information
in
so
that
we
can
try
to
address
everyone's
needs.
This.
C
Is
the
type
of
job
where
you
have
to
have
an
open
mind
have
to
have
compassion
and
you
have
to
listen.
You
know,
because
you
can,
you
can
easily
not
understand
what
someone
says
and
then
it
just
doesn't
end
well,
so
we
try
to
make
sure
that
each
person
and
their
concerns
we
have
to
we
make
them
aware
that
we
are
very
serious
about
what
it
is
that
they're
bringing
to
us
and
that
we
want
to
help
them
and
we
want
to
give
them
that
feeling
of
it's
not
so
much
like
a
machine.
B
D
C
D
It's
something
we
were
interested
in
for
a
long
time,
but
we
just
never
had
the
backing
to
do
it.
As
you
all
know,
it
starts
from
the
top
and
comes
down.
Our
new
mayor
is
extremely
innovative.
It
was
something
that
he
wanted
to
progress
and
have
us
go
to
right
away
so
february,
15th
of
2014
we
officially
launched
our
twitter
account.
D
I
had
never
had
my
own
twitter
account,
never
tweeted
before
wasn't
a
fan
of
it.
I
did
a
lot
of
facebook,
I'm
sure
a
lot
of
you
have
facebook
so
being
kind
of
new
to
it.
I
reached
out
to
people
and
had
people
reach
out
to
me
to
make
sure
that
we
got
it
off
the
market.
It's
kind
of
an
interim
thing
to
see
how
and
neddy
has
been
just
the
biggest
help.
D
D
D
They
get
beaten
down
either
from
lack
of
service
or
lack
of
communication,
and
pwsa
is
no
different
here.
It
was
something
that
had
a
very
bad
image
and
over
the
last
two
years
since
daddy,
has
come
in
and
handled
all
their
social
media.
Communicating
it's
been
something
that
has
just
completely
turned
around.
F
That
was
my
main
goal.
I
wanted
to
give
another
option
for
people
to
communicate
and
also
people
just
call
our
customer
service
line
and
say
there's
water
in
my
street.
Then
they
get
transferred
around
and
it's
just
kind
of
ridiculous,
but
they're
actually
able
to
send
me
and
tweet
me
a
picture,
and
I
can
see
exactly
what's
going
on.
It's
like.
Oh,
that's,
not
just
a
leak.
If
there's
a
sinkhole,
I
need
to
call
some
other
utilities
get
them
involved,
and
I
love
that
people
can
send
me
photos.
F
It
helps
so
much
that
it
gives
me
just
a
whole
overview
and
I
know
exactly
who
to
send
it
on
to
and
you're
limited
to
140
characters.
D
Here's
two
little,
I
think
we
overestimate
and
underestimate
people
a
lot
of
times,
the
top
one.
We
have
a
lot
of
millennials
a
lot
of
older
folks
that
are
getting
involved
in
social
media.
D
D
The
child
being
a
useful
person
is
just
confused
because
it's
not
something
that
traditionally
we're
used
to
and
then
there's
also
the
other
side
of
it
where
people
are
afraid
of
change.
Social
media
is
where
it's
at
it's
going
to
be
in
your
call
center.
Eventually,
if
missed
already
so
the
second
one
a
little
bit
different
humor,
but
it
says,
let
me
put
your
mind
at
ease.
You
do
not
get
a
social
disease
from
social
media.
D
It
can
only
benefit
you,
even
if
you
do
it
in
the
smallest
way
possible.
Just
put
yourself
on
twitter,
you
don't
have
to
take
requests,
but
you
let
people
know.
What's
going
on
you're,
paving
a
street
there's
a
water
main
break,
just
things
that
will
hit
a
broader
audience.
D
D
Haley,
I
don't,
I
don't
use
my
phone
for
anything
other
than
social
media
or
email
and
it's
it's
a
growing.
A
growing
phase.
D
So
what
we
use
at
the
pittsburgh
301
is
twitter.
Twitter
is
our
primary
social
media
account.
We
have
a
program
called
next
door
and
I
don't
know
how
many
of
you
are
familiar
with
it.
It
is
fantastic,
it's
something
that
you
should
reach
out
to
them
as
support
as
well,
next
door.
It's
a
private
excuse
me,
a
neighborhood
private
social
media
network,
where
you
have
to
confirm
through
a
multitude
of
ways
that
you
reside
in
that
area,
and
it's
only
people
who
live
in
that
neighborhood
that
are
part
of
that
group.
So.
F
F
D
So
as
of
right
now,
there
are
only
60
000
neighborhoods
of
communities
that
have
linked
together
with
next
door.
We
were
fortunate
enough
to
join
with
them.
May
24th
march.
24Th.
Excuse
me
in
2014.,
and
it
was
a
growing
thing.
We
have
a
lot
of
departments
who
command
their
own
accounts
through
it.
It's
something
we
tweet
out,
there's
going
to
be
paving
if
there's
water,
main
breaks
and
pwsa
is
also
evaluating
coming
off.
The
next
door
is.
I
It's
incredible
in
denver,
we
are
seeing
it
used
really
big
in
denver
and
it's
done
by
neighborhood,
so
neighborhoods.
It's
really
focused
on
that
one
neighborhood
and
then
beyond
the
neighborhood.
You
can
actually
talk
to
the
neighborhoods
that
connect
to
you
and
then
you
can
actually
send
out
that
a
blanket
email
to
the
entire
next
door
community.
So
that's
a
great
way
to
communicate
with
the.
B
D
Facebook
is
just
public
if
I
post
something
I
mean,
and
you
can
change
your
posts,
so
it
only
reaches
a
certain
audience,
but
this
is
just
specific
to
send
one
vast
message
to
to
all
90
neighborhoods
neighborhoods,
but
there's
a
league
on
east
carson
street
at
12th
and
south
side
flats.
Here
you
can
just
message
those
people
that
will
be
affected
in
an
area
you're
here
to
view
that
water
for
four
hours.
F
It's
different
from
the
group
pages
because
on
facebook
anyone
can
add
people
to
the
groups
unless
it's
a
closed
thing.
So
you
don't
know
if
all
the
people,
even
if
you
make
a
name
of
a
group,
are
really
in
that
neighborhood
but
with
nextdoor.
You
are
in
that
neighborhood
and
if
you
move
and
you
change
your
address,
they
will
put
you
in
your
actual
neighborhood.
E
D
We
do
we
have
a
governmental
player
that
will
allow
us
to
eventually
reach
out
to
you
or
to
you
and
at
the
same
time,
if
there's
something
seedling,
that's
going
on,
and
events
coming
out
about
the
pittsburgh
marathon,
great
race.
We
can
let
all
of
you
know,
what's
going
on
closures
all
at
once.
Those
are
lord
races
here
that
consume
a
lot
of
proposals
throughout
humanitarian
neighborhoods
right,
okay,.
D
In
some
ways
we're
going
to
reach
people
involved
in
a
multitude
of
ways,
we
have
the
general
media
here
that
loves
three
or
one
both
for
the
good
and
for
the
bad.
So
anytime
we
have
something
going
on
the
media
is
on
top
of
it.
They
get
press
releases
from
the
mayor
on
a
daily
basis
and
they
share.
We
have
a
twitter
account.
The
city
of
pittsburgh
maintains
their
own
twitter
account
as
well.
D
So
there
are
some
of
the
same
messages
going
out.
Some
of
the
same
people
will
see
the
same
message,
but
we
are
reaching
a
different
audience.
At
the
same
time,
like
I
said
I
don't
make
phone
calls,
I
use
twitter
for
everything.
I
haven't
seen
the
news
on
television
in
probably
two
or
three
years
now,
so
I
get
everything
from
twitter
and.
D
D
Twitter
itself
supports
33
different
languages.
You
can
send
us
something
in
any
language
that
you
speak.
It'll
translate
one
on
how
to
help
you.
The
the
numbers
are
skewed
a
little
bit.
They
are
a
little
bit
higher
now,
but
80
of
users
are
on
their
cell
phones
and
there
are
more
than
302
monthly
active
users
on
twitter.
D
F
A
D
It
on
an
official
capacity.
I
belong
to
a
multitude
of
neighborhood
groups
on
facebook,
and
I
do
it
for
my
own
personal
account
just
to
reach
out
to
the
people
that
know
three
ones
there
on
an
official
capacity,
but
there's
a
lot
of
issues
that
people
post
on
facebook
who
don't
use
twitter,
how
to
use
twitter.
D
D
It
has
gone
so
well
that
we've
had
more
than
20
other
departments
sign
them
with
their
own
fair
promise.
Our
city
parks
department
has
one.
Our
police
departments
have
a
model
so
that
they
can
tweet
out
in
their
living
room
and
then
shoot
in
their
local
areas.
D
I
think
a
big
thing
with
our
twitter
pants,
our
social
media
in
general,
is
building
relationships
with
people.
We
talked
the
other
day
about
people's
expectations
of
response
times.
D
D
So
we
typically
operate
from
seven
to
seven
now,
which
is
our
dinner
office
hours
and
if
there's
something
more
different
than
active,
we'll
address
it,
but
reaching
out
letting
people
know
that
you're
there
it's
easier
than
sitting
with
you.
I
think
our
queue
time.
We
have
a
recorded
message.
I
think
it
runs
about
a
minute
and
17
seconds
and
it
offers
a
lot
of
information
that
you
may
need
for
you
to
get
at
the
toss
on
the
phone.
D
D
I
don't
have
to
monitor
my
account
all
the
time.
If
something
comes
through
and
there's
a
water
leak
or
water
main
break,
we
go
back
and
forth
with
each
other's
accounts
and
I'll
get
a
message
from
honey:
hey,
there's
a
lot
of
things,
I'm
taking
care
of
this
helper
about
it,
building
those
lenses
that
we
didn't
have
before
or
having
to
call
over.
There,
their
call
center
used
to
have
a
very
high
end,
intelligent
talk.
They
talked
about
why
we
were
there,
but
a
very
high
volume
of
calls.
D
So
you
can
queue
for
quite
some
time.
It's
something
that
has
significantly
changed,
but
I
can
tweet
eddie
and
get
a
response
back
in
seconds
and
it's
something
that
we
would
like
to
do
with
the
other
departments
as
well.
Other
senior
entities
there's
other
silly
companies,
but
we
have
get
information
out
as
quickly
as
we
can,
and
everything
is
time
to
time
time.
Now
we
can
let
you
know
that
there's
a
water
main
break
five
minutes.
That's
what
happens.
President
he's
coming
home
from
work.
H
D
H
H
15
000
people
signed
up
for
different
things
right
now
and
what
we
did
now
is
we're
also
using
it
for
emergency
messaging
to
the
city
police.
If
there's
an
issue
because
everybody
reads
their
tax,
so.
D
So
that's
like
spoon
emergencies,
prps8
has
a
robo,
dial
and
it'll.
Send
things
out.
It's
something
that
we've
connected
with
them
and
used
in
the
past
for
other
emergency.
J
F
Yeah
we
make
it
available
to
all
the
utilities
who
don't
have
it.
The
most
recent
big
thing
I
can
think
of
is
we
had
a
60-inch
main
break
and
it
put
an
entire
neighborhood
and
a
half
out
of
water.
So
while
I
was
tweeting
out
the
boiler
water
advisory
and
saying
this
is
what
happened.
I
had
people
sending
me
pictures
of
this
big
cushion.
F
I
got
the
most
retweets
out
of
those
things
ever.
It
was
crazy,
but
we
did
the
robo
call
and
just
getting
that
information
out
so
fast.
That
was
like,
oh
my
god,
I'm
water
and
then,
oh,
my
god,
my
street's
blood,
but
we
see
it.
We
know
it
get
the
cruise
down
there.
The
guys
text
me
back
in
the
field
and
let
me
know
what's
going
on
so
that
I
can
update
all
the
customers
and
it
actually
takes
like
of
all
those
people
in
that
community.
F
Those
who
were
tweeting
me
were
then
retweeting
so
that
their
neighbors
would
know,
or
they
would
just
tell
their
neighbors.
So
I
saved
our
customer
service
center,
like
hundreds
of
holidays
that
day
for
those
couple
days,
because
I
was
able
to
get
out
the
information
and
then
that
information
got
up
really
fast,
instead
of
them
waiting
in
the
key
of
20
30
minutes,
because
it
got
really
backed
up.
K
B
K
E
B
Well,
we
actually
did
have
a
big
controversy
in
pittsburgh
because
our
chief
of
police
had
a
picture
on.
He
was
holding
a
sign.
I
let
those
black
lives
matter
or
something
like
that.
It
was
the
chief
of
police
and
someone
put
him
on
a
twitter
account
and
that
violated
the
police's
social
media
policies.
So.
G
F
We
haven't
had
any
problems.
We
and
I
both
have
this
twitter
enemy,
this
one
guy
who
likes
to
just
get
out
both
of
our
cases
about
something
and
said
we
are
aware
adam.
We
are
aware
that
this
is
a
problem
and
like
he'll,
just
retweet
the
same
photo.
F
We
know
about
it,
it's
in
the
system
and
here's
an
update,
and
in
my
case
I
had
a
contractor
who
was
scheduled
to
do
it,
but,
according
to
our
customer
it
wasn't
quick
enough
fixed,
but
we
were
able
to
turn
him
from
an
enemy
into
an
advocate.
Almost
now,
he
doesn't
he's
not
a
jerk
anymore.
He'll
actually
stand
up
for
us.
If
someone
else
starts
being
a
jerk
sentence,
they
actually
pay
attention.
He's
not.
G
F
That's
another
thing
with
social
media
that
you
can
take
these
people
just
want
to
yell
at
you
just
event,
and
you
can
say
well,
let's
take
this
offline
I'll,
send
you
my
email
I'll,
give
you
my
number
most
of
the
time.
If
they're
yelling
at
you
and
a
message,
they
don't
actually
want
to
talk
to
anybody,
you're
just
venting
so
yeah.
Let's
take
this
to
my
email.
This
is
me.
Let's
just
talk
back
and
forth
with
you
I'll
put
you
in
touch
with
the
right
people.
F
Have
them
call
you
back
or
give
you
their
numbers
and
then
I've
gotten
so
many
responses
or
if
they
actually
pay
attention
someone's
really
monitoring
this
account.
Thank
you
so
much
it's
just.
It
makes
me
feel
like
I'm
really
helping
people
and
I'm
taking
responsibility
for
things
and
really
trying
to
improve
our
coverage.
Because,
right
now
it's
like
oh
we're
able
to
take
sucks.
Our
water
is
on,
and
off
pipes
are
falling
apart.
D
D
A
D
Contact
2200
of
those
requests
are
already
resolved.
The
outstanding
requests
are
things
like
painting
we're
just
moving
into
a
painting
season.
We
only
close
out
the
requests
until
there
are
concerns.
So
that's
why
there's
basically.
D
D
D
We
retweet
a
lot
of
other
suvs,
the
I
retweet
more
than
anyone.
It's
a
lot
of
water
line
or
service
line
issues,
just
like
people
that
was
going
on
in
their
area.
D
We
have
some
twitter
initiatives
coming
up.
We
have
a
tweet
night
with
a
mirror,
something
that
they
are
working
on
actually
did
a
reddit
night
with
the
mirror
they
use
like
that.
They've
done
it
on
a
couple
different
things
we
have
like
mayor's
night
in
where
the
community
can
come
into
the
mayor's
office
and
meet
with
him
and
his
board
of
directors.
E
F
D
So
something
else
we're
looking
into
is
trying
to
get
a
bigger
audience.
There
are
a
lot
of
people
who
don't
know
how
to
use
twitter,
it's
something
that
we
may
be
going
to
different
senior,
centers
or
community
centers
to
teach
people
how
to
sign
up
and
how
to
actually
operate
it
and
reach
out
to
us
and
shout
out
to
city
departments
and
we're
going
to
be
frustrating
in
the
office.
D
There's
a
lot
of
people
in
the
office
who
are
great
employees
and
you
guys
got
to
meet
some
of
them
here,
which
everybody
wants
to
meet,
but
teaching
them
how
to
use
social
media,
something
that's
better
than
moving
forward
electricity
handle
all
of
it,
but
as
an
office.
If
we
can
do
it
together,
I
if
I'm
out
or
I'm
here,
someone
else
will
be
familiar.
D
So
these
are
just
some
of
the
great
feedback
that
we
got
from
some
other
people.
Again
we
started
off.
It
was
february
the
15th
2014.
This
is
a
month
later,
and
people
are
just
ecstatic
that
our
office
is
joining
twitter,
that
we've
reached
out
there
and
joined
we're
in
2015,
and
we
just
joined
last
year.
So
we
were
a
little
behind,
but
people
are
just
extremely
happy
they're
getting
responses
and
they're
letting
us
know
that
we're
taking
care
of
your
issues.
D
Jj
avid
says
you
know
pothole
and
pittsburgh.
301
are
great.
A
great
engagement
technology
through
government
is
routine
people,
and
this
is
one
of
my
favorite.
This
is
when
I
was
working
24
hours
a
day
on.
D
And
this
is
a
little
bit
about
stepping
outside.
We
all
know
how
to
answer
the
phone
and
and
handle
people
over
the
phone
we're
trying
to
do
a
little
bit
more
community
engagement.
But
this
was
something
that
came
through
our
office
via
twitter
and
a
woman,
as
you
see
in
the
video
walking
across
a
crosswalk
when
you
had
a
steam
valve
that
didn't
let.
D
M
You
know
what,
if
a
lithium
family
is
walking
by
a
little
kid
gets
burned,
so
I
sat
there
for
about
30
minutes
trying
to
direct
traffic
away
from
that
spot.
M
L
L
And
if
you
have
an
issue
that
you
think
the
city
needs
to
know
about,
you
go
to
twitter,
you
type
in
at
pgh311
you.
Let
them
know
what
your
complaint
is.
They
say
they
have
fielded
about
a
thousand
complaints.
Since
february
report
reporting
live
in
downtown
pittsburgh.
This
evening,
I'm
courtney,
brennan
channel
11
news.
F
E
F
D
Don't
so
much
take
advantage
of
these
scheduled
tweets,
we
generally
get
a
response
back
shortly
after
we
send
something
out.
So
if
I
schedule
tweet
I'm
not
available
and
somebody
responds,
but
it's
certainly
beneficial.
D
She
gets
their
information
out
there
frequently
lets
people
know
how
to
contact
them
so,
basically
that
it's
sometimes
going
outside
your
comfort
zone
to
provide
better
customer
service.
It
also
shows
that
the
local
media,
as
I
said
before,
it's
a
huge
office
for
us.
They
love
one
and
hate
us
at
times,
but
they
help
us
get
our
work
out.
A
F
F
People
love
that,
and
it's
also
that
we're
not
complaint
centers,
that
we
are
engaging
war
with
our
communities,
we're
showing
our
history
where
they
are
playful,
and
it's
not
just
I'm
here
young
at
me,
we're
real
people.
We
have
interests.
I
love
history,
so
it's
like
students,
so
then
it
gives
us
a
personality
too.
So
you're,
not
a
robot.
You
don't
have
canned
responses
going
out
to
people,
it's
not
just
my
water's,
not
flying.
Thank
you
for
reporting
that.
E
That
was
one
of
the
reasons
our
public
affairs
department
took
over
because
there
weren't
they
wanted
to
standardize
the
responses,
so
that
was
they
took
over
all
the
departments,
twitter
kind
of
rolled
it
into
the
city
of
germany.
D
D
D
Another
one
from
dave
was:
is
don't
use
social
media
to
impress
people
use
it
to
impact
them.
You
know
we
never
set
out
for
because
we're
going
to
want
to
be
fantastic
or
something
shall
we.
We
just
wanted
to
get
out
there
and
help
people
and
address
a
whole
new
crowd
of
people
who
aren't
calling
who
aren't
emailing
sam
walton.
Some
of
you.
Apparently
I
like
him.
D
D
D
D
But
this
is
my
contact
information
in
eddie's.
Please
follow
us
on
twitter.
If
you
need
anyone
to
put
your
personal
line
directly,
I
don't
love
that.