Communicating with the Modern Citizen

90% companies using social technologies that report business benefit from them

Changes howwe work

65% of companies are deploying at least one social software tool

Always on --Citizens usean average of 4devices every day

20% expect a responsewithin one hour via social media

Rise of the social citizen

44% of citizens complain via social media

Communities across citizens, partners, & employee

Rising citizen engagement in social channels

Transformation to connected government

The opportunity to connect with your citizens is real

@government I think I see a pot hole

@citizen thank you for letting us know. We will fix it right away

Social is a two-way street – when the time is right you can use these tools to have meaningful conversations with your stakeholders.

An avenue by which you can listen and really hear what it is your citizens are thinking and saying, to uncover trends.

ENGAGE

LISTEN

Garner insights by monitoring buzz, understanding sentiment and measuring impact.

ANALYZE

Relevant Data (Microsoft Social

Listening)

Targetted Data (Dynamics Marketing)

Customer Data (Dynamics

CRM)

Transactional Data (Dynamics

AX)

The only thing that matters is how government can better understand and best serve the needs of the citizen

When you combine this with a keen understanding of trends in the community you can pleasantly surprise citizens with services that they may not have known existed.

Name >Date >

People are sharing more than ever before

5,000 tweets per second

100 hours of video uploaded to YouTube per minute

500M+ photos uploaded and shared each day

Drive engagement

Analyze sentiment

Listen everywhere

72% of all internet users are now active on social media

Pew Research Center

Listen to what people are saying

Learn how people really feel about government

Listen everywhere

59% of government do not track their social media responses at all

Determine your share of voice across social channels

Know who your key influencers are

Figure out what is resonating with your citizens

Analyzesentiment

Drive engagement

1Source: http://www.mediabistro.com/alltwitter/brands-ignore-customers-social-media_b22814

Social Listening

Social CRM

Intelligent Social

Social Engagement

Social listeningListen to what people are saying globally across social media, news publications and other sources via RSS.

Key influencersIdentify and follow people actively talking about your brand, products, or services.

Sophisticated alertsDetect trends and listen for specific posts to keep you informed on keywords or topics.

Adaptive sentiment Adaptive sentiment learns from customers through machine learning enabling custom sentiment models to fit your organization.

Automated triageAutomatically detect intention in social posts and triage/route them as cases or leads into CRM.

Insights at a glance with rich analytics: location, share of voice, text mining and tag clouds visualizations.

Engage & publishImprove your social media presence by engaging with social communities with rich multimedia – replying and publishing.

Team collaborationEnable teams to collaborate using Office Groups for assigning posts and sharing streams and social profiles.

E2E customer experienceCreate an end-end customer experience by creating CRM actions from social posts –cases, leads, and any custom entities.

Social salesWin faster when you leverage social to identify and act on buying signals,monitor key developments at your top accounts and track competitors.

Social marketingManage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen your community management.

Social careKeep customers happy by identifying any customer issues and trends early on and being proactive on Twitter and Facebook.

Social listening Listen and analyze posts from Instagram and boards/forums.

Social centerShare social posts found in social center as a link from your own individual social profile.

Intelligent socialAutomatically detect intention in social posts and triage/route them as cases or leads into CRM.

CustomizationLeverage social data in other applications through Azure Event Hubs.

Sentiment & UI3 additional sentiment languages:Chinese, Japanese, Arabic.

DemocratizedSocial for everyone

Sentiment analysisSentiment analysis is available in 16 languages; 4 additional languages planned.

Powerful social analyticsSocial profiling and social segmentation

Integrated socialEnd-to-end customer experience from listening to engagement. Ability to create CRM actions.