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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 [email protected]/cityofevanstonwww.cityofevanston.org847-448-4311
Luke Stowe@[email protected]
ResourcesResources
http://governmentcallcenter.org/
www.icma.org/311www.icma.org/311assistance
www.pti.org
Questions?Questions?
