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Governmentwide Webcare
and 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 ...
Web sources for webcare
Reasons for starting webcare
• Better Customer Services
• Being there
• Monitoring what’s happening online
• Engagement an...
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 EUinstitutions and EU countries are using social media ...
Best Practices in Europe….

WHICH COUNTRY SHOULD
WE VISIT?
Webcare and social media network
Webcare and social media network
Webcare and social media network
Webcare and social media network
Webcare and social media network
Webcare and social media network
Webcare and social media network
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Webcare and social media network

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Webcare and social media network

  1. 1. Governmentwide Webcare and Social Media Network @theozijderveld @edgarmerbis @webcareoverheid
  2. 2. Percentage of Dutch internet users (15+) active on…
  3. 3. 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
  4. 4. Web sources for webcare
  5. 5. Reasons for starting webcare • Better Customer Services • Being there • Monitoring what’s happening online • Engagement and loyalty • Reputation • Innovation • Social Search
  6. 6. The Organization of Webcare • Communications • Customer Service • Web / Internet Webcare is part of….
  7. 7. Number of people spending time on webcare (fulltime+parttime) FTE reseved for webcare
  8. 8. Network activities • Seminars • Educational and training programs • Research • Connecting people and organizations
  9. 9. Plans for 2013-2014 • In 2013 and 2014 we will investigate the way EUinstitutions and EU countries are using social media for communication with their citizens. • We are planning to organize a study trip to an EU Country.
  10. 10. Best Practices in Europe…. WHICH COUNTRY SHOULD WE VISIT?

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