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Russel Lolacher

Director of Digital Engagement
BC Ministry of Transportation and Infrastructure

Russel Lolacher is a long-standing advocate for great customer service and customer-centric communications, speaking internationally on his expertise and experience. As the Director of Web and Social Media Services for the BC Ministry of Transportation and Infrastructure, he created, implemented, set policy and led the government’s first social customer care program. With a focus on emergency communications, operational customer care and public education, it has become a trusted resource and one of the most engaged presences in the public service: TranBC and DriveBC. 

He is the founder and co-chair of the Digital Engagement Community of Practice for all agencies across the BC public service. And, his work and expertise in social media, public engagement and customer care has been recognized nationally and internationally, as well as by industry leaders ICMI, Hootsuite and Instagram. 

Russel Lolacher’s Session:

8:15 a.m.–9:00 a.m. Pacific Time — Thursday, December 8, 2022

Building Public Trust Through Social Public Service

Public trust. It's always a hot and important topic when talking about engaging with the public online. We know it's essential, but we don't always do or approach social media in ways that build it. 

In this session, you'll learn how the BC Ministry of Transportation and Infrastructure has created, embraced, and benefited from a customer-centric approach for over a decade. With creative content marketing and an operational digital engagement strategy, they've driven exceptional growth and trust with the public – key ingredients when establishing themselves as resources for emergencies, correct information, and issues management.

This session will highlight the agency's innovative approach to engagement, ways to think of building public trust differently, and actionable insights into how you can improve your digital connections with your audiences.  

You'll learn:

  • The state of public trust and expectations for government agencies
  • Best practices for establishing trust with examples
  • A framework for public-first engagement


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