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Getting the foundations right in local government -  responding
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Getting the foundations right in local government - responding

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  • 1. •••••
  • 2.
  • 3. •••••••–––
  • 4. People Needs5How We Do ItFinancial SustainabilityBuilding BlocksMake (Services delivered)Why We ExistMissionLower Customer Churn More Efficient ProcessesPeopleLeadershipCultureSkills +TrainingChange managementWho are you Serving? Where are they?What are they doing online?CustomerSegment ACustomerSegment BSupporting ActivitiesCommunicateEmployeesEngage New customersMore $ per customer Lower CostsImproved Customer ServiceEngaging / EnergisingTalking / InformingSupportingListeningStrategic Goals Core ValuesVisionData and InformationCustomer interactionsdatabaseAnalyticsStandards andPoliciesSocial Media PolicyResponse GuideRisk MgmtTechnology(Tools)Finance(Budget)What drives them to engage with you?CustomerSegment ACustomerSegment BEmployees
  • 5. ••••••
  • 6. Listening SupportingTalking Collaborating/energising
  • 7. www.ge.com
  • 8. Listening SupportingTalking CollaboratingLet’s discuss the Response Guide in this context?
  • 9. www.sproutsocial.com
  • 10. Can my council usesocial media tolisten moreeffectively?Discuss with a partner.• How are you currently listening?• How should you be listening?• Do you have the skills in theorganisation to listen well?
  • 11. Does your councilhave a goodanalysis process?Discuss with a partner.• What is your process for analysingposts?• Is it effective?• Is it scalable?• What needs to change?
  • 12. Where?What?How often?
  • 13. ••••https://twitter.com/YarraCouncil/status/322221949596078080https://www.facebook.com/jenny.dowell.5https://twitter.com/traffman/status/316683206554423297https://www.facebook.com/CityOfKingston?sk=messages_inbox&action=read&tid=id.530506540321256
  • 14. How can we use socialmedia/web to provideimproved informationand support?Discuss• How can you improve your timeliness?• Is your message consistent – how can youimprove consistency?• As social media grows can you maintain thatconsistency?• Do you cite sources in your responses?• Do you focus on the most important posts? Doyou know what the most influential posts are?
  • 15. www.uservoice.com
  • 16. Can wecollaboratemoreeffectively withcustomers?Discuss• Do you have any examples ofcustomers responding on yourbehalf?• How can we encourage moreresponses fromcustomers/stakeholders?
  • 17. http://www.symphony3.com/_blog/Online_Business_Strategy_And_Digital_Marketing/post/Leveraging_Social_Media_for_Live_Events/
  • 18. ••–––••
  • 19. ••
  • 20. Listening Talking Supporting CollaboratingAre welistening, talking, supporting andcollaborating as wellas we should be?
  • 21. •••••
  • 22. People Needs29How We Do ItFinancial ProfitabilityBuilding BlocksMake (Services delivered)Why We ExistMissionLower Customer Churn More Efficient ProcessesPeopleLeadershipCultureSkills +TrainingChange managementWho are you Serving? Where are they?What are they doing online?CustomerSegment ACustomerSegment BSupporting ActivitiesCommunicateEmployeesNew customersMore $ per customer Lower CostsImproved Customer ServiceEngaging / EnergisingTalking / InformingSupportingListeningStrategic Goals Core ValuesVisionData and InformationCustomer interactionsdatabaseAnalyticsStandardsand PoliciesSocial Media PolicyResponse GuideRisk MgmtTechnology(Tools)Finance(Budget)What drives them to engage with you?CustomerSegment ACustomerSegment BEmployees