Russel Lolacher

Product Director, DriveBC Modernization
BC Ministry of Transportation and Infrastructure

Russel Lolacher is the Product Director for DriveBC Modernization, responsible for leading the vision/mission of one of our government’s most popular information services. His role is to deliver a customer-centric and more resilient, personalized, and accessible digital platform while supporting the digital transformation of his ministry.

Previously, Russel was the Director of Web and Social Media Services, where he created and championed the government's first social customer care program, leading the same team for almost 12 years. He also founded the Digital Engagement Community of Practice for all agencies across the BC Public Service. His work was recognized by ICMI, Hootsuite, and Instagram and led to speaking on international stages on building public trust during day-to-day operations and emergency events.  

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

 

Check out our early bird ticket prices!
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