and Social Media
Percentage of Dutch internet users (15+) active on…
• 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
Reasons for starting webcare
• Better Customer Services
• Being there
• Monitoring what’s happening online
• Engagement and loyalty
• Social Search
The Organization of Webcare
• Customer Service
• Web / Internet
Webcare is part of….
Number of people spending time on webcare (fulltime+parttime)
FTE reseved for webcare
• Educational and training programs
• 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 for
communication with their citizens.
• We are planning to organize a study trip to an EU
Best Practices in Europe….
WHICH COUNTRY SHOULD