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Social Relationship Monitoring for Public Sector

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Social Relationship Monitoring for Public Sector

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Social Relationship Monitoring for Public Sector

  1. 1. Oracle Social Cloud Complete, Integrated & Government-Ready Social Solution Tim Till Social and Commerce Consultant
  2. 2. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2 Program Agenda  What is Social Relationship Management  Why it Matters for Public Sector Organizations  What Solutions Does Oracle Offer  How are the Solutions Being Used
  3. 3. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3 42% of Facebook users have mentioned an organization in a status update ** #1 online activity is social * 65% of organizations say that social media is a critical risk to their reputation *** Citizens Power and Choice Government’s Power and Voice Citizens Are Taking Control of your message through technology & Social Platforms
  4. 4. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4 What is Social Relationship Management  Social Relationship Management (SRM) - the processes an organization & institution uses to monitor, engage with, and activate the often large number of loose ties it maintains across open social networks.  SRM goals for Government include: – Build Mindshare, Visibility, Transparency and Trust = Brand Equity for Government entities, – Increase Reach and Reduce time of Communication, – Improve services to citizens, – Communicate & Engage effectively with Youth
  5. 5. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5 Social Citizen Service Public Relations Email Web Awareness Campaigns Feedback Service / Policy Launch Reduce communication cost and time Digital Service Optimization Citizen Engagement Understanding Citizen Sentiments, Trends Reputation & Visibility Data Government as a Brand and Brand Management
  6. 6. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6 Fast Company: The 36 Rules of Social Media
  7. 7. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7 Fast Company: The 36 Rules of Social Media #Top Picks
  8. 8. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.8 Monitor & Measure Engage Effectively Social Marketing 2.0
  9. 9. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9 Monitor & Measure Engage Effectively Social Marketing 2.0 Maximizing the Use of Social Media
  10. 10. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10 Monitor & Measure Engage Effectively Social Marketing 2.0 Maximizing the Use of Social Media Effective Social Media Management in Government & Public Sector Activity Monitoring Alerts and Attention Building Awareness Grievance Management Voice of Citizen / Customer
  11. 11. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11 Monitor & Measure Engage Effectively Social Marketing 2.0 Maximizing the Use of Social Media Effective Social Media Management in Government & Public Sector Activity Monitoring Alerts and Attention Building Awareness Grievance Management Voice of Citizen / Customer Social Relationship Management for Enterprises and Businesses Brand Sentiment Tracking ORM Customer Service Lead Generation Social Commerce Social & Digital Campaigns
  12. 12. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12 Effective Social Media Management in Government & Public Sector Activity Monitoring Alerts and Attention Building Awareness Grievance Management Voice of Citizen / Customer Social Media Is A Low Cost Channel To Reach Citizens Examples of different program areas
  13. 13. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.13 ORGANIZATION OVERVIEW • The network serves a population of many millions, and thousands of square km’s. CHALLENGES / OPPORTUNITIES • Increasing use of mobile and social throughout transit system • Increase coverage of agency social • Extend capability to communicate • Improve capacity to support todays channels • Manage reputation SOLUTIONS • Oracle RightNow Service Cloud • Oracle Social Relationship Management US Transport Network RESULTS • Mobility increased use of social • Outbound emergency notifications • Deep listening to engage proactively • Reduced complaints • Faster response times • Automated social message routing to service • Driving positive reputation • Common view of customer
  14. 14. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.14 ORGANIZATION OVERVIEW • Motor company 10 brands, 157 countries, 200k employees • 20 US Facebook sites, 400 social channels, 500 agents CHALLENGES / OPPORTUNITIES • Increasing use of mobile and social • Extend capability to communicate • Improve capacity to support todays channels • Manage reputation • Customer service divisions SOLUTIONS • Oracle Red Stack • Oracle Social Relationship Management General Motors Company RESULTS • Integrated CX reduces customer complaints • Extend reach to 30+ languages • Better data improves communication • Improve capacity to support todays channels • Damage control • Agility and response improvement • Common vision for and of customers • Culture change to customer centricity
  15. 15. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.15 cut through noise to get to action performance monitoring social processes and permissions 1:m and crisis management 1:1 and tone of voice cost and time for content creation and publishing Social Social Challenges at Scale
  16. 16. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.16 Solutions Built to Help Enhance The Social- Based Citizen Experience • Listen: Understand citizens’ intentions • Engage: Reach citizens and respond real- time through the channels of constituent’s choice • Learn: Create better marketing campaigns, products and services with instantaneous citizens feedback • Measure: Enable intelligence driven decision making • Improve: Refine and adjust constituent strategiesSocial is ALWAYS ON
  17. 17. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17 Planning & Budgeting ERP Policy Automation Social Relationship Management Talent Management HCM Customer Experience Applications as a Service Platform as a Service Infrastructure as a Service Oracle Social Solutions Are a Key Component of Oracle’s Technology Solutions for Government
  18. 18. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18 www.oracle.com/goto/governmentcloud @OracleCloudZone #oraclecloud www.facebook.com/ OracleCloudComputing For More Information Oracle Social Cloud

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