Council Monitor - FutureGov Network
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![Head in the Sand Still adapting On it Approx 25% of councils “ Social Media not a priority” “ No resource set aside” “ It’s not for us” “ We’re not focusing on that yet” Customer Categories: Customer Needs & Concerns: ,[object Object],[object Object],[object Object],[object Object],Approx 50% of councils “ Need to get a SM presence” “ Why is good value?” “ We do it manually” “ Haven’t got the tools” ,[object Object],[object Object],[object Object],Approx 25% of councils “ Using a SMM but it is lacking ...” “ Can it fit into our reporting / our structure/ just report on blogs . ” “ Can your system do .....” ,[object Object],[object Object],[object Object]](https://image.slidesharecdn.com/futuregovpres-100217052326-phpapp01/85/Council-Monitor-FutureGov-Network-1-320.jpg)
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Council Monitor - FutureGov Network
- 2. Pilot Scheme: Customer Expectations Manage reputation The ability to respond to what people are talking about An early warning system To know what is being said Curious about mentions Automated Vs. Manual Evaluate the impact on manpower See how the sentiment works Using the statistics for internal comms Want to change to a self-serve process Want a comparison to our press clipping service for social media Want to see if it is better than current supplier Interested in the breadth of mentions
- 3. Pilot Scheme: Feedback so far “ I like how eco-friendly it is. It will save on all the photocopying and paper waste” “ Brilliant, we are using it loads” “ I am able to quickly glance for key issues but also drill down for detailed info” “ It’s so easy to use” “ I haven’t seen anything like this” “ This will save so much time as I do everything manually at the moment” “ It’s very intuitive” “ This is a great way of seeing what the hot topics that people are talking about are & how this impacts on us” “ It will make the process a lot quicker”
Editor's Notes
- Head in the Sand: This group do not recognise the importance of social media yet. Need educating on it’s importance and the danger of ignoring it so that it moves up the priority list Our examples are: Doncaster: Wants to work on it, other priorities get in the way Lancaster: current re-structure, no time Harrow: no interest Hillingdon: no interest Sutton: ‘12 months away from SMM’ Westminster: “23 months away from SMM” Peterborough: Very keen (Reaons – Beth?) Tameside: No interestCan you Telford & Wrekin: No interest Watfor: Not a priority West Berks: Cant commit the time Still adapting : Recognise the importance of SM but other concerns are getting in the way (time, costs, preparing a SM strategy). They need to be able to see the benefits of SMM that will help with the other concerns (save time, costs, help direct a SMM strategy) Our examples: Cheshire East: Need to get the basics right, contact us in 6months Doncaster: Manual process, going through procurement process Havering: Only interested in a one off piece of work - online audit of their audience - who is talking about them where? To then decide where to invest? What their social media monitoring strategy is? Need to get back to them with a quote Blackpool: very interested but new Head of Comms just started so she needs to drive this. Fiona to speak with Susanne and get back to me. Derry City: its something Claire and Adele have spoken about and will be putting in some funding for socila media monitoring will know more in March, sned through pricing now and chase again in March Doncaster: Wants to work on it, other priorities get in the way Fenland: Google alerts & manual trawl Lichfield: no budget, do it in-house Lambeth: New position to look at it, need time to adjust Norfolk: Need to know more about value & difference to google Southend: They are not doing enough on SM to begin measuring it Woking BC: Value Aylesbury: lack of budget Derby: Interested in benchmarking Forest heath: Manual press clipppings On it : Have already recognised the importance of SM and have got some sort of system in place. They are more interested in the application of CM, how it will fit into their reporting & their processes. Also open to finding out why CM is better than competitors. Our examples Blackburn: Google alerts Chorley: use google alerts and "social mention" happy with what they are getting at the moment and its free. Explained about how we search "my council" and "the council" . Worth a follow up call in 6 months Lewisham: Own system Merton: Own system Newc under lyme: MW Oxfordshire: MW Sunderland Partnership: Not relevant for partnership as use what Sunderland Council are already using "NewsPing" but going to forward my email to the media team at Sunderland County Council. Croydon: new E-Communications team been set up working through strategy and next steps which social media monitoring forms part of Richmond: own system