SlideShare a Scribd company logo
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 relationship between
government and citizens.
Digital customer service / Community Management /
Reputation Management / eCare
Web sources for webcare
Reasons for starting webcare
• Better Customer Services
• Being there
• Monitoring what’s happening online
• Engagement and loyalty
• Reputation
• Innovation
• Social Search
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 for
communication with their citizens.
• We are planning to organize a study trip to an EU
Country.
Best Practices in Europe….

WHICH COUNTRY SHOULD
WE VISIT?

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Webcare and social media network

  • 1. Governmentwide Webcare and Social Media Network @theozijderveld @edgarmerbis @webcareoverheid
  • 2. Percentage of Dutch internet users (15+) active on…
  • 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. Web sources for webcare
  • 5.
  • 6. Reasons for starting webcare • Better Customer Services • Being there • Monitoring what’s happening online • Engagement and loyalty • Reputation • Innovation • Social Search
  • 7.
  • 8.
  • 9.
  • 10.
  • 11. The Organization of Webcare • Communications • Customer Service • Web / Internet Webcare is part of….
  • 12. Number of people spending time on webcare (fulltime+parttime) FTE reseved for webcare
  • 13. Network activities • Seminars • Educational and training programs • Research • Connecting people and organizations
  • 14.
  • 15.
  • 16. 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.
  • 17. Best Practices in Europe…. WHICH COUNTRY SHOULD WE VISIT?