2. •
•
•
•
•

3. •

4. •
•
•
•
•
•
•
–
–
–

5. People Needs
5
How We Do It
Financial Sustainability
Building Blocks
Make (Services delivered)
Why We ExistMission
Lower Customer Churn More Efficient Processes
People
Leadership
Culture
Skills +Training
Change management
Who are you Serving? Where are they?
What are they doing online?
Customer
Segment A
Customer
Segment B
Supporting Activities
Communicate
Employees
Engage New customers
More $ per customer Lower Costs
Improved Customer Service
Engaging / EnergisingTalking / Informing
SupportingListening
Strategic Goals Core ValuesVision
Data and Information
Customer interactions
database
Analytics
Standards and
Policies
Social Media Policy
Response Guide
Risk Mgmt
Technology
(Tools)
Finance
(Budget)
What drives them to engage with you?
Customer
Segment A
Customer
Segment B
Employees

8. •
•
•
•
•
•

9. Listening SupportingTalking Collaborating
/energising

10. www.ge.com

12. Listening SupportingTalking Collaborating
Let’s discuss the Response Guide in this context?

14. www.sproutsocial.com

15. Can my council use
social media to
listen more
effectively?
Discuss with a partner.
• How are you currently listening?
• How should you be listening?
• Do you have the skills in the
organisation to listen well?

16. Does your council
have a good
analysis process?
Discuss with a partner.
• What is your process for analysing
posts?
• Is it effective?
• Is it scalable?
• What needs to change?

17. Where?
What?
How often?

19. •
•
•
•
https://twitter.com/YarraCouncil/status/322221949596078080
https://www.facebook.com/jenny.dowell.5
https://twitter.com/traffman/status/316683206554423297
https://www.facebook.com/CityOfKingston?sk=messages_inbox&acti
on=read&tid=id.530506540321256

20. How can we use social
media/web to provide
improved information
and support?
Discuss
• How can you improve your timeliness?
• Is your message consistent – how can you
improve consistency?
• As social media grows can you maintain that
consistency?
• Do you cite sources in your responses?
• Do you focus on the most important posts? Do
you know what the most influential posts are?

21. www.uservoice.com

23. Can we
collaborate
more
effectively with
customers?
Discuss
• Do you have any examples of
customers responding on your
behalf?
• How can we encourage more
responses from
customers/stakeholders?

24. http://www.symphony3.com/_blog/Online_Business_Strategy_And_Digital_Marketing/post/Leve
raging_Social_Media_for_Live_Events/

25. •
•
–
–
–
•
•

26. •
•

27. Listening Talking Supporting Collaborating
Are we
listening, talking, su
pporting and
collaborating as well
as we should be?

28. •
•
•
•
•

29. People Needs
29
How We Do It
Financial Profitability
Building Blocks
Make (Services delivered)
Why We ExistMission
Lower Customer Churn More Efficient Processes
People
Leadership
Culture
Skills +Training
Change management
Who are you Serving? Where are they?
What are they doing online?
Customer
Segment A
Customer
Segment B
Supporting Activities
Communicate
Employees
New customers
More $ per customer Lower Costs
Improved Customer Service
Engaging / EnergisingTalking / Informing
SupportingListening
Strategic Goals Core ValuesVision
Data and Information
Customer interactions
database
Analytics
Standards
and Policies
Social Media Policy
Response Guide
Risk Mgmt
Technology
(Tools)
Finance
(Budget)
What drives them to engage with you?
Customer
Segment A
Customer
Segment B
Employees