using social media to improve service delivery

DEPA

RTM

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USIN

ESS

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INN

OVAT

IONUsing social media

to improve service delivery

What is BVO?

Events and workshops

Information portal

Step by step guides

Videos and case studies

Newsletters

Industry referral services

How do we engage?

Videos

BV WebsiteCitizen

Blogs

e Updates

Offline Programs

ForumsWebinars

Social Media

Social Media Structure

Pillar 1

Research target audience

Identify best practice

Establish channels

Identify partners

Develop content strategy

Develop content guidelines

Engage with audience

Build communities

Publish relevant content

Develop content map

Schedule content

Test activities

Seek and respond to feedback

Pillar 2

Integrate activities

Repurpose content

Publish and promote through channels

Moderate, monitor and measure

Pillar 3

Critical success factors

2. Monitor1. Engage

4. Measure3. Respond

Social media needs a strategy.

Here’s what we did.

Implementing the strategy

Citizen

Put the citizen at the centre, improve service delivery

Polls and surveys

FB Group and Page

Tweets and retweets

Video and rich media

Activities:

Schedule content from multiple sources

Write, repurpose, publish and curate useful content

Participate in conversations, ask and answer questions

Consider the network an extension of your peer group

Engage

What:

How:

Dedicate resources - this is not an automated process

Aggregate and manage using a dashboard, i.e. Hootsuite

Monitor & Respond

Implement guidelines

Offer solutions

Ask questions ContributeRespond

Listen

Develop tone

Reply

Monitor & Respond

Use available tools and inbuilt data gathering:

Measure

Hootsuite Analytics

Facebook, YouTube and Google Analytics

Regularly monitor new developments in this evolving space

Measure the depth and value of relationships, not sheer numbers

Undertake new activities, new conversations

Social media is a continuous cycle of communications

Continuity, relevance and being plugged-in is key

Engage again

How:

Measuring relationships

Depth and complexity of interactions

Value each participant gains

Sentiment and buzz generated

Reach and span of the network

Business outcomes achieved

Social media cannot be measured by numbers alone

Measuring relationships

Social media = meaningful online relationships