VicRoads aims to better engage with its customers through social media and new technologies. It recognizes that customers want information delivered how and when they want. VicRoads' social media strategy includes using platforms like Facebook, YouTube, and Twitter to provide services in multiple languages. It also creates mobile apps for traffic, parking, and cycling information. VicRoads sees strong growth in mobile web traffic and social media followers, showing the success of its digital strategies in better connecting with customers.

1. Engaging with the community through social
media and technology -Dionne Lew-
Director, Corporate Communications
August 2011

2. Who are VicRoads?

3. Knowing the customer
? Who are our customers?
? What do they want from us?
? How do they want it?
? When?

4. Old meets new
? Traditional marketing
? New and emerging
technology and channels
? 10% of our web traffic is
from mobiles
– Expected to be 50% in
2013

5. The result
? Social media strategy
? Policies

6. Digital Strategies

7. Direct Route to Licence Town

8. Gaming

9. Online campaigns

10. Stretching the elastic
Facebook
Medical
Air traffic

11. Melbourne International Film Festival
2010
2011

12. Customer service
Arabic
? YouTube
– Multiple languages
– Drive online transactions Vietnamese
Burmese Mandarin Spanish

13. Stakeholder Engagement

14. Hoddle Street Study
? http://hoddlestreetstudy.com.au

15. Procurement
? Two-way communication/transparency

16. Facebook and twitter

17. Traffic
? VicTraffic
? LiveDrive
? Clearways app – SmartPark
? www.vicroads.vic.gov.au/apps

18. Outcomes

19. Where we are at
? 210% increase in demand from mobile phones in 2010
? 640,000 YouTube views
? 1,487 followers on twitter
? 720,000+ visits per month

20. Coming soon
? Emergency map
? Cyclists’ app
? Freight app
? Move transactions online
? Online logbooks for learners