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

Social Media and Government Social Media and Government Contact Centers: Contact Centers:

Beyond the BasicsBeyond the Basics

Presented by:AGCCPICMAPTI

•DJ Russell, 311 Contact Center, DJ Russell, 311 Contact Center, City of Newport News, AGCCP City of Newport News, AGCCP Board MemberBoard Member

•Cory Fleming, 311/CRM Program Cory Fleming, 311/CRM Program Director, ICMA.   Director, ICMA.  

•Dale Bowen, Assistant Executive Dale Bowen, Assistant Executive Director for Program Development, Director for Program Development, PTIPTI

Luke Stowe, Web Communications Coordinator, Evanston, IL

• Located along the northern boundary of Chicago on Lake Michigan

• Diverse Population of 75,000 residents• Home of Northwestern University

About City of Evanston, Illinois

Image source: http://commons.wikimedia.org/wiki/User:Rdsmith4

• 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

#Evanston311

#BostonMarathon

#BostonMarathon

#BostonMarathon

#BostonMarathon

Multi-Channel in the “Old Days”

• 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

Why bother with Social Media?

www.quantcast.com

Real-Time Web

• 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

Generation Y Statistics (13-24 year olds)

• Monitor and post regularly• Link to guidelines• Keep records (screen shot of

removed content)

Communications Recommendations

http://www.cityofevanston.org/global/blog-comment-policy

Website – 311 Services

Click to Call & SMS/Text

311 Live Web Chat

Facebook 311 Integration

311 Proactive Web Chat

SeeClickFix

Google Alerts

http://www.google.com/alerts

• Social Media Management Tool• Birds eye view of all accounts in one

place• Allows collaboration among content

editors• Saves time • Affordable

HootSuite

www.hootsuite.com (also sproutsocial.com, tweetdeck.com,

socialbro.com)

HootSuite

Real-Time Customer Service

Real-Time Customer Service

HootSuite One Click Email

Keyword Tracking

HootSuite Reporting

311 Satisfaction Survey

Mashable – www.mashable.comTechCrunch – www.techcrunch.comPandoDaily – www.pandodaily.com

GSA HowTo.gov - www.howto.gov/social-mediaTreehouse – www.teamtreehouse.comLynda – www.lynda.comGrovo – www.grovo.com

More Resources

Thank you!

City of Evanston@CityofEvanstonfacebook.com/cityofevanstonwww.cityofevanston.org847-448-4311

Luke Stowe@LukeStowelstowe@cityofevanston.org

ResourcesResources

http://governmentcallcenter.org/

www.icma.org/311www.icma.org/311assistance

www.pti.org

Questions?Questions?