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Social Media and Government Contact Centers: Beyond the Basics

Social Media and Government Contact Centers: Beyond the Basics. Presented by: AGCCP ICMA PTI. DJ Russell, 311 Contact Center, City of Newport News, AGCCP Board Member Cory Fleming, 311/CRM Program Director, ICMA.   Dale Bowen, Assistant Executive Director for Program Development, PTI.

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Social Media and Government Contact Centers: Beyond the Basics

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  1. Social Media and Government Contact Centers: Beyond the Basics Presented by: AGCCP ICMA PTI

  2. DJ Russell, 311 Contact Center, City of Newport News, AGCCP Board Member • Cory Fleming, 311/CRM Program Director, ICMA.   • Dale Bowen, Assistant Executive Director for Program Development, PTI

  3. Luke Stowe, Web Communications Coordinator, Evanston, IL

  4. About City of Evanston, Illinois Image source: http://commons.wikimedia.org/wiki/User:Rdsmith4 • Located along the northern boundary of Chicago on Lake Michigan • Diverse Population of 75,000 residents • Home of Northwestern University

  5. #Evanston311 • Launched 311 Services on March 1, 2011 (3-1-11) • 311 center operates from our police headquarters • About 120,000 calls & 20,000 service requests annually • 4-5 call takers, open 7am-7pm (8am-6pm Saturdays) • Launched Web Chat, Click to Call, and SMS/Text in late summer 2012 • Mobile 311 in the community

  6. #BostonMarathon

  7. #BostonMarathon

  8. #BostonMarathon

  9. #BostonMarathon

  10. Multi-Channel in the “Old Days”

  11. Why bother with Social Media? www.quantcast.com • Increase engagement with your audience • Generate traffic to our websites • Brand monitoring & reputation management • Correcting inaccuracies by media • Outreach to underrepresented groups • Ease of distribution • Customer service opportunities

  12. Real-Time Web

  13. Generation Y Statistics (13-24 year olds) • 58% use Twitter “all of the time” • 76% spend over an hour per day on Facebook • 40% visit Facebook more than 10 times per day • 96% have a cell phone (2/3 are smartphones vs. 1/3 other users) • Boys typically send/receive 30 texts a day; Girls send/receive 80 a day (SMS) Source: http://ow.ly/hUzQi

  14. Communications Recommendations http://www.cityofevanston.org/global/blog-comment-policy • Monitor and post regularly • Link to guidelines • Keep records (screen shot of removed content)

  15. Website – 311 Services

  16. Click to Call & SMS/Text

  17. 311 Live Web Chat

  18. Facebook 311 Integration

  19. 311 Proactive Web Chat

  20. SeeClickFix

  21. Google Alerts http://www.google.com/alerts

  22. HootSuite • Social Media Management Tool • Birds eye view of all accounts in one place • Allows collaboration among content editors • Saves time • Affordable www.hootsuite.com (also sproutsocial.com, tweetdeck.com, socialbro.com)

  23. HootSuite

  24. Real-Time Customer Service

  25. Real-Time Customer Service

  26. HootSuite One Click Email

  27. Keyword Tracking

  28. HootSuite Reporting

  29. 311 Satisfaction Survey

  30. More Resources Mashable – www.mashable.com TechCrunch – www.techcrunch.com PandoDaily – www.pandodaily.com GSA HowTo.gov - www.howto.gov/social-media Treehouse – www.teamtreehouse.com Lynda – www.lynda.com Grovo – www.grovo.com

  31. Thank you! City of Evanston @CityofEvanston facebook.com/cityofevanstonwww.cityofevanston.org 847-448-4311 Luke Stowe @LukeStowe lstowe@cityofevanston.org

  32. Resources http://governmentcallcenter.org/ www.icma.org/311 www.icma.org/311assistance www.pti.org

  33. Questions?

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