Government-wide Webcareand Social Media Network@theozijderveld@edgarmerbis
@webcareoverheid
Percentage of Dutch internet users (15+) active on…
Webcare:
• scanning social media networks for customer opinions and answering questions; • and by doing so, improving the relationship between
government and citizens.
Digital customer service / Community Management / Reputation Management / eCare
Web sources for webcare
Reasons for starting webcare
• Better Customer Services• Being there• Monitoring what’s happening online• Engagement and loyalty• Reputation• Innovation• Social Search
The Organization of Webcare
• Communications• Customer Service• Web / Internet
Webcare is part of….
Number of people spending time on webcare (fulltime+parttime)
FTE reseved for webcare
Network activities
• Seminars• Educational and training programs• Research• Connecting people and organizations
Plans for 2013-2014
• In 2013 and 2014 we will investigate the way EU-institutions and EU countries are using social media for communication with their citizens.• We are planning to organize a study trip to an EU
Country.
WHICH COUNTRY SHOULD WE VISIT?
Best Practices in Europe….