using social media to improve service delivery
Post on 21-Oct-2014
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DESCRIPTION
Paper presented by Mark Cutfield, Manager customer Engagement, Business Victoria, Department of Business and Innovation, Victorian Government, at the Serve You Right Conference, Melbourne, September 15 and 16 2011. Discusses the 3 pillars - build fundamentals; develop networks and implement activity/ / campaign. Critical success factors are: engage, monitor, respond and measure. Social media needs a strategy - put the citizen at the centre to improve service delivery.TRANSCRIPT
DEPA
RTM
ENT
OF B
USIN
ESS
AND
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