Contact, engagement and

customer service in 2011 and beyond

brett dennen: don’t forget by visualpanic on Flickr

The Social Council

Ingrid Koehler,LG Improvement and Development

Monday, 31 January 2011

The Social Council

Contact and engagement in 2011 and beyond

Ingrid Koehler, LG Improvement and Development

Monday, 31 January 2011

You can’t pick

up the bins

onlineMonday, 31 January 2011

But you can change what people put in them

some councils are using social media to engage with citizens about public services

Monday, 31 January 2011

And you can sort problems

Problem

Solution

these will inevitably raise customer service issues

Monday, 31 January 2011

Your world is socialMy friends

1994

ø

real world online

the world is changing, ‘real world’ and online worlds are merging for more people

Monday, 31 January 2011

Your world is socialMy friends

1995

real world online

Monday, 31 January 2011

Your world is socialMy friends

1996

real world online

Monday, 31 January 2011

Your world is socialMy friends and colleagues

2006

real world online

although I’m an early adopter, more people are joining in. Social media use is

rising fastest among ‘older’ groups.Monday, 31 January 2011

Your world is socialMy friends and colleagues

2011

real world online

As more people have overlapping connections, the more important your presence in social

networking is

Monday, 31 January 2011

Social media

No longer if, but how...

Expectations are changing

Monday, 31 January 2011

Selling with social

• brand advocates

• reputation management

• advertising through engagement

• using the power of networks and recommendations

• keeping customers sweet

but using social media in councils is different

Monday, 31 January 2011

Celebrating employee engagement and communication

Councils must explore federated comms and customer services

Monday, 31 January 2011

The soft sell

Tennessee tourism,> 114,000 likes

Coventry> 16,000 likes

Monday, 31 January 2011

Spreading information

photo from daniel.d.slee on FlickrMonday, 31 January 2011

Fixing problems

road work from thetruthabout on FlickrMonday, 31 January 2011

Public sector feedback

people are already using other means to report problems, praise or discuss issues,

you need to be a part of thatMonday, 31 January 2011

...on the go

smart phone penetration still low, but growing...and anyone can develop an app

Monday, 31 January 2011

Replacing CRM

councils can embrace 3rd party social reporting toolsMonday, 31 January 2011

Community problem solving

open problem solving to reduce costs and avoidable contact

Monday, 31 January 2011

And in councils

Monday, 31 January 2011

This is not

just a job forthe call centre

Monday, 31 January 2011

Unified strategy

Communications Customer Service

Frontline serviceConsultation and

engagement

Councillors

social citizen engagement is a cross-council approach

Monday, 31 January 2011

But there are big benefits

• Channel shift, but important to get basic web services right

• Avoidable contact

• Extending your reach

• Increased satisfaction in self-service

• Faster resolution

Monday, 31 January 2011

...and some things to think about

• privacy and data concerns

• tracking and monitoring

• CRM integration

• authentication - from both citizen and council

Monday, 31 January 2011

...and some future opportunities

local.gov.uk/knowledgehub

councils will be able to share learning and open source tools more easily

Monday, 31 January 2011

Contact me• www.twitter.com/ingridk• www.slideshare.net/ingrid_k• www.ideapolicy.wordpress.com• www.local.gov.uk/knowledgehub• http://bit.ly/KHubCoP• www.ingridkoehler.com• http://uk.linkedin.com/in/ingridkoehler

Monday, 31 January 2011