Have you cracked who deals with customer services enquiries on social media in your organisation? Do you know the topics which drive most engagement with your audiences? No? You’re not alone. Take part in the largest ever UK public sector survey on these issues and get hold of a forthcoming new white paper packed with insight and learning.
by Darren Caveney
Last year SocialSignIn and comms2point0 launched an all-new survey exploring the status of social media and customer services in local government. Off the back of this we created a free white paper which highlighted the challenges the sector faces and some pointers for solving the issues.
60 councils took part and it was clear that most authorities were at the start of this journey rather than having cracked it.
The headline figures were that inbound social media interactions were up for 78% of organisations.
50% of enquiries coming in were actually customer services enquiries but in many councils it was the communications team dealing with them. In fact only 7% of councils had embedded social media into their regular CRM solutions.
So there was plenty to do.
One year on we want to revisit these issues to explore how things have progressed.
But this time we are widening the questions to cover off outbound content, crisis planning and evaluation too.
We’re also opening the survey up to other sectors so that we can assess the situation in the NHS, emergency services, housing, education, central government and non-profit.
It’s the biggest ever survey of its kind in the UK and we’ll again produce a free white paper which will give you the evidence you need to inform your own internal conversations.
How do I get involved?
We want as many of you as possible to complete this simple, short survey – and then share it with your network if you would please. It will take you 5 minutes and you’ll be emailed your own copy of the white paper when it’s published.
We’ll look to produce the white papers sector by sector and also compare and contrast the sectors with an overall white paper, giving us a fascinating insight into social media adoption right across the public sector.
You can complete the survey here. It closes on 31 January 2018.
Thanks for taking part.
Darren Caveney is creator of comms2point0 and owner of creative communicators ltd
image via Tullio Saba