Live Chatfor Ocda090917

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Presentation given at Ohio Child Support Directors Association meeting on Sept. 17, 2009.

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Live Chatfor Ocda090917

  1. 1. Best Practice Online chats Sept. 17, 2009 OCDA <ul><li>Mike Boehmer, Senior Public Relations Specialist </li></ul><ul><li>Emily Jackson, Enforcement Technician </li></ul><ul><li>Colleen Weithofer, Enforcement Technician </li></ul>Child Support
  2. 2. Goal <ul><li>More open and accessible to: </li></ul><ul><ul><li>Customers </li></ul></ul><ul><ul><li>Social service partners </li></ul></ul><ul><ul><li>Family members of clients </li></ul></ul><ul><ul><li>Taxpayers </li></ul></ul>Child Support
  3. 3. Two types of chats <ul><li>Public – May 2008 </li></ul><ul><ul><li>Biweekly on a topic </li></ul></ul><ul><ul><li>Child Support, Medicaid, Food Assistance, Adoption, Foster Care, Employment Services… </li></ul></ul><ul><li>Private – March 2009 </li></ul><ul><ul><li>10 a.m.-2 p.m. daily </li></ul></ul><ul><ul><li>Two child support techs </li></ul></ul>Child Support
  4. 4. Public chats Child Support
  5. 5. Results <ul><li>External chats </li></ul><ul><ul><li>More than 30 chats, averaging: </li></ul></ul><ul><ul><ul><li>10 participants, 15 questions, 75 views </li></ul></ul></ul>Child Support
  6. 6. Participants Child Support
  7. 7. Public topics: Child Support <ul><li>More policy driven </li></ul><ul><ul><li>Contempt </li></ul></ul><ul><ul><li>Order Modification </li></ul></ul><ul><ul><li>Etc. </li></ul></ul>Child Support
  8. 8. Promotion <ul><li>Web site </li></ul><ul><li>Newsletter </li></ul><ul><li>E-mail </li></ul><ul><li>Press release </li></ul><ul><li>Social media (Twitter, Facebook, YouTube, podcast, RSS) </li></ul><ul><li>Waiting room fliers </li></ul>Child Support
  9. 9. Drawing positive attention <ul><li>Media coverage </li></ul><ul><li>Other counties </li></ul><ul><li>State panel </li></ul><ul><li>Regional </li></ul>Child Support
  10. 10. Lessons learned <ul><li>10-11 a.m., Wednesdays, works best </li></ul><ul><li>Fill in with Q/A during slow times </li></ul><ul><li>Takes time to build momentum </li></ul><ul><li>Archive for later viewing </li></ul><ul><ul><li>Answers to common ?? </li></ul></ul>Child Support
  11. 11. Software: Bold Chat $1,400 per year for 3 licenses Child Support
  12. 12. Bold Chat-Operator view Child Support
  13. 13. Bold Chat – Visitor view Child Support
  14. 14. Private chats Child Support
  15. 15. Results <ul><li>Private chats </li></ul><ul><ul><li>More than 1,600 since March 24 </li></ul></ul><ul><ul><li>Less than a minute after guest signs on, a tech answers </li></ul></ul><ul><ul><li>Average time of chat: 13 minutes </li></ul></ul><ul><ul><li>Average 15 chats per day </li></ul></ul>Child Support
  16. 16. Results <ul><li>Private chats </li></ul><ul><ul><li>Some clients use weekly to check on verifications </li></ul></ul><ul><ul><li>Consistently see new clients each month </li></ul></ul><ul><ul><li>Receiving great feedback </li></ul></ul><ul><ul><ul><li>Many say best method for contacting JFS </li></ul></ul></ul><ul><ul><ul><li>Grateful we keep up with technology </li></ul></ul></ul>Child Support
  17. 17. Feedback <ul><li>“ Thanks a lot for your help. This is a great tool to incorporate. I’m glad the HCJFS & CSEA has stepped up the technology to help its clients. It’s nice to know that you’re available 4/hrs day during the work week. That’s wonderful. Have a great day.” </li></ul><ul><li>“ If I have any more questions I will contact you again through this great site .” </li></ul><ul><li>“ THANK YOU SO MUCH. I LOVE THIS METHOD OF ASKING QUESTIONS.” </li></ul>Child Support
  18. 18. Questions? Child Support

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