Online Chats: A new way to communicate with key audiences Mike Boehmer, Senior Public Relations Specialist Jason Brown, Web Developer Shared Services

Mike Boehmer, Senior Public Relations Specialist

Jason Brown, Web Developer

Today’s Presentation Goal of online chats Review of chats What we’ve learned Using Bold Chat Shared Services

Goal of online chats

Review of chats

What we’ve learned

Using Bold Chat

Goal More open and accessible to: Customers Social service partners Family members of clients Taxpayers Shared Services

More open and accessible to:

Customers

Social service partners

Family members of clients

Taxpayers

Review Internal test with Intranet authors (April 2008) External test with online newsletter readers (May 2008) External chats May 29, Child Support 7 participants, 12 questions, 66 views June 12, Foster Care/Adoption 1 participant, 3 questions, 19 views Shared Services

Internal test with Intranet authors (April 2008)

External test with online newsletter readers (May 2008)

External chats

May 29, Child Support

7 participants, 12 questions, 66 views

June 12, Foster Care/Adoption

1 participant, 3 questions, 19 views

Review External chats (continued) July 9, Child Support 8 participants, 20 questions, 95 views July 15, Foster Care/Adoption… 3 participants, 24 questions, 31 views July 30, Medicaid, food stamps, OWF 13 participants, 23 questions, 51 views Shared Services

External chats (continued)

July 9, Child Support

8 participants, 20 questions, 95 views

July 15, Foster Care/Adoption…

3 participants, 24 questions, 31 views

July 30, Medicaid, food stamps, OWF

13 participants, 23 questions, 51 views

Review External chats (continued) Aug 20, Child Support 19 participants, 36 questions, 125 views Sept. 10, Foster Care/Adoption 0 participants, 0 questions, 49 views Sept. 24, Medicaid/food stamps/OWF 28 participants, 40 questions, 147 views Shared Services

External chats (continued)

Aug 20, Child Support

19 participants, 36 questions, 125 views

Sept. 10, Foster Care/Adoption

0 participants, 0 questions, 49 views

Sept. 24, Medicaid/food stamps/OWF

28 participants, 40 questions, 147 views

Review External chats (continued) Oct. 1, Workforce Development 5 participants, 8 questions, 77 views Oct. 15, Child Abuse 2 participants, 1 question, 31 views Oct. 22, Child Support 8 participants, 18 questions, 72 views Oct. 29,Child Care 5 participants, 6 questions, 59 views Shared Services

External chats (continued)

Oct. 1, Workforce Development

5 participants, 8 questions, 77 views

Oct. 15, Child Abuse

2 participants, 1 question, 31 views

Oct. 22, Child Support

8 participants, 18 questions, 72 views

Oct. 29,Child Care

5 participants, 6 questions, 59 views

Review External chats (continued) Nov. 5, Workforce Development 6 participants, 5 questions, 53 views Nov. 13, Adoption/Foster Care 2 participants, 5 questions, 40 views Nov. 26, Medicaid/food stamps/OWF 7 participants, 11 questions, 133 views Shared Services

External chats (continued)

Nov. 5, Workforce Development

6 participants, 5 questions, 53 views

Nov. 13, Adoption/Foster Care

2 participants, 5 questions, 40 views

Nov. 26, Medicaid/food stamps/OWF

7 participants, 11 questions, 133 views

Review External chats (continued) Dec. 3 19 participants, 33 questions, 71 views Shared Services

External chats (continued)

Dec. 3

19 participants, 33 questions, 71 views

Participants Shared Services

Promotion Web site Newsletter E-mail Press release Social media (Twitter, podcast, RSS) Waiting room fliers Shared Services

Web site

Newsletter

E-mail

Press release

Social media (Twitter, podcast, RSS)

Waiting room fliers

Drawing positive attention Media coverage Other counties State panel Regional Shared Services

Media coverage

Other counties

State panel

Regional

Lessons learned 10-11 a.m., Wednesdays, works best Fill in with Q/A during slow times Takes time to build momentum Shared Services

10-11 a.m., Wednesdays, works best

Fill in with Q/A during slow times

Takes time to build momentum

Software: Bold Chat $29 per month Shared Services

Bold Chat-Operator view Shared Services

Bold Chat – Visitor view Shared Services

Child Support chat Shared Services