blogwell dc social media case study: internal revenue service, presented by jan deneroff

IRS: Using Social Media to Assist Taxpayers

Jan Deneroff, Deputy Chief, Communications & Jan Deneroff, Deputy Chief, Communications & LiaisonLiaisonMay 4, 2011May 4, 2011

IRS Social Media PresencesIRS Social Media Presences

Why does IRS need a social media Why does IRS need a social media presence?presence?

Media landscape is changingMedia landscape is changing Need to reach younger generation of taxpayersNeed to reach younger generation of taxpayers Decline in taxpayer usage of Decline in taxpayer usage of IRS.gov Recognition that IRS must go where the taxpayers areRecognition that IRS must go where the taxpayers are

What were we up against?What were we up against?

Several Challenges:Several Challenges: Audience diversityAudience diversity Privacy / security concernsPrivacy / security concerns Limited ResourcesLimited Resources Disgruntled taxpayersDisgruntled taxpayers

ExampleExample

IRS and YouTubeIRS and YouTube On YouTube, we post short On YouTube, we post short

video segments (2 minutes video segments (2 minutes or less) that enable people or less) that enable people to learn about a variety of to learn about a variety of tax topics, such as:tax topics, such as: Deducting charitable Deducting charitable

contributions contributions How to take the homebuyer How to take the homebuyer

tax credit tax credit What to do if you get a What to do if you get a

notice from the IRS notice from the IRS The latest tax scams The latest tax scams Careers at the IRSCareers at the IRS

IRS Multilingual YouTube ChannelIRS Multilingual YouTube Channel

IRS American Sign Language YouTube IRS American Sign Language YouTube ChannelChannel

IRS and TwitterIRS and Twitter

IRS2GoIRS2Go

IRS2Go Feature: Where’s My Refund?IRS2Go Feature: Where’s My Refund?

IRS2Go: Refund statusIRS2Go: Refund status

IRS and FacebookIRS and Facebook

Pulling it All TogetherPulling it All Together

Five years ago: multiple task forcesFive years ago: multiple task forces 2009: New Media Task Force2009: New Media Task Force Today: New Media Governance CouncilToday: New Media Governance Council

Provides advice to IRS employeesProvides advice to IRS employees Helps build policy and proceduresHelps build policy and procedures Important tool for proper social media usageImportant tool for proper social media usage

LinksLinks

YouTubeYouTube IRS Channel – IRS Channel – http://www.youtube.com/irsvideos IRS Multilingual Channel – IRS Multilingual Channel –

http://www.youtube.com/IRSvideosmultilingua IRS ASL Channel – IRS ASL Channel – http://www.youtube.com/IRSvideosASL

TwitterTwitter @IRSnews – http://twitter.com/irsnews @IRSnews – http://twitter.com/irsnews @IRStaxpros – http://twitter.com/irstaxpros @IRStaxpros – http://twitter.com/irstaxpros @IRSenEspanol – http://twitter.com/irsenespanol @IRSenEspanol – http://twitter.com/irsenespanol @YourVoiceatIRS – http://twitter.com/yourvoiceatirs @YourVoiceatIRS – http://twitter.com/yourvoiceatirs @RecruitmentIRS – http://twitter.com/recruitmentirs @RecruitmentIRS – http://twitter.com/recruitmentirs

Facebook – http://www.facebook.com/IRS Facebook – http://www.facebook.com/IRS

Thank you!

Jan Deneroff, Deputy Chief, Communications & LiaisonJan Deneroff, Deputy Chief, Communications & LiaisonEmail: Jan.S.Deneroff@irs.gov Email: Jan.S.Deneroff@irs.gov

LinkedIn: http://www.linkedin.com/in/jandeneroffLinkedIn: http://www.linkedin.com/in/jandeneroff