Online Chats:   A new way  to communicate  with key audiences <ul><li>Mike Boehmer, Senior Public Relations Specialist </l...
Today’s Presentation <ul><li>Goal of online chats </li></ul><ul><li>Review of chats </li></ul><ul><li>What we’ve learned <...
Goal <ul><li>More open and accessible to: </li></ul><ul><ul><li>Customers </li></ul></ul><ul><ul><li>Social service partne...
Review <ul><li>Internal test with Intranet authors (April 2008)  </li></ul><ul><li>External test with online newsletter re...
Review <ul><li>External chats (continued) </li></ul><ul><ul><li>July 9, Child Support </li></ul></ul><ul><ul><ul><li>8 par...
Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Aug 20, Child Support </li></ul></ul><ul><ul><ul><ul><li>1...
Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Oct. 1, Workforce Development </li></ul></ul><ul><ul><ul><...
Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Nov. 5, Workforce Development </li></ul></ul><ul><ul><ul><...
Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Dec. 3 </li></ul></ul><ul><ul><ul><li>19 participants, 33 ...
Participants Shared Services
Promotion <ul><li>Web site  </li></ul><ul><li>Newsletter </li></ul><ul><li>E-mail </li></ul><ul><li>Press release </li></u...
Drawing positive attention <ul><li>Media coverage </li></ul><ul><li>Other counties </li></ul><ul><li>State panel </li></ul...
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>...
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
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Live online chats at government social services agency

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Hamilton County Department of Job and Family Services has begun testing live chats as a way to connect with the public

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Live online chats at government social services agency

  1. 1. Online Chats: A new way to communicate with key audiences <ul><li>Mike Boehmer, Senior Public Relations Specialist </li></ul><ul><li>Jason Brown, Web Developer </li></ul>Shared Services
  2. 2. Today’s Presentation <ul><li>Goal of online chats </li></ul><ul><li>Review of chats </li></ul><ul><li>What we’ve learned </li></ul><ul><li>Using Bold Chat </li></ul>Shared Services
  3. 3. 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>Shared Services
  4. 4. Review <ul><li>Internal test with Intranet authors (April 2008) </li></ul><ul><li>External test with online newsletter readers (May 2008) </li></ul><ul><li>External chats </li></ul><ul><ul><li>May 29, Child Support </li></ul></ul><ul><ul><ul><li>7 participants, 12 questions, 66 views </li></ul></ul></ul><ul><ul><li>June 12, Foster Care/Adoption </li></ul></ul><ul><ul><ul><li>1 participant, 3 questions, 19 views </li></ul></ul></ul>Shared Services
  5. 5. Review <ul><li>External chats (continued) </li></ul><ul><ul><li>July 9, Child Support </li></ul></ul><ul><ul><ul><li>8 participants, 20 questions, 95 views </li></ul></ul></ul><ul><ul><li>July 15, Foster Care/Adoption… </li></ul></ul><ul><ul><ul><li>3 participants, 24 questions, 31 views </li></ul></ul></ul><ul><ul><li>July 30, Medicaid, food stamps, OWF </li></ul></ul><ul><ul><ul><li>13 participants, 23 questions, 51 views </li></ul></ul></ul>Shared Services
  6. 6. Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Aug 20, Child Support </li></ul></ul><ul><ul><ul><ul><li>19 participants, 36 questions, 125 views </li></ul></ul></ul></ul><ul><ul><li>Sept. 10, Foster Care/Adoption </li></ul></ul><ul><ul><ul><ul><li>0 participants, 0 questions, 49 views </li></ul></ul></ul></ul><ul><ul><li>Sept. 24, Medicaid/food stamps/OWF </li></ul></ul><ul><ul><ul><ul><li>28 participants, 40 questions, 147 views </li></ul></ul></ul></ul>Shared Services
  7. 7. Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Oct. 1, Workforce Development </li></ul></ul><ul><ul><ul><li>5 participants, 8 questions, 77 views </li></ul></ul></ul><ul><ul><li>Oct. 15, Child Abuse </li></ul></ul><ul><ul><ul><li>2 participants, 1 question, 31 views </li></ul></ul></ul><ul><ul><li>Oct. 22, Child Support </li></ul></ul><ul><ul><ul><li>8 participants, 18 questions, 72 views </li></ul></ul></ul><ul><ul><li>Oct. 29,Child Care </li></ul></ul><ul><ul><ul><li>5 participants, 6 questions, 59 views </li></ul></ul></ul>Shared Services
  8. 8. Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Nov. 5, Workforce Development </li></ul></ul><ul><ul><ul><li>6 participants, 5 questions, 53 views </li></ul></ul></ul><ul><ul><li>Nov. 13, Adoption/Foster Care </li></ul></ul><ul><ul><ul><li>2 participants, 5 questions, 40 views </li></ul></ul></ul><ul><ul><li>Nov. 26, Medicaid/food stamps/OWF </li></ul></ul><ul><ul><ul><li>7 participants, 11 questions, 133 views </li></ul></ul></ul>Shared Services
  9. 9. Review <ul><li>External chats (continued) </li></ul><ul><ul><li>Dec. 3 </li></ul></ul><ul><ul><ul><li>19 participants, 33 questions, 71 views </li></ul></ul></ul>Shared Services
  10. 10. Participants Shared Services
  11. 11. 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, podcast, RSS) </li></ul><ul><li>Waiting room fliers </li></ul>Shared Services
  12. 12. 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>Shared Services
  13. 13. 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>Shared Services
  14. 14. Software: Bold Chat $29 per month Shared Services
  15. 15. Bold Chat-Operator view Shared Services
  16. 16. Bold Chat – Visitor view Shared Services
  17. 17. Child Support chat Shared Services

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