Post on 01-Apr-2015
Agenda
• SMM - Where are UK councils at?• How does it work?• Sector Trends
Head in the Sand
Still adapting On it
Approx 25% of councils
“Social Media not a priority”
“No resource set aside”
“It’s not for us”
“We’re not focusing on that yet”
CustomerCategories:
CustomerNeeds & Concerns:
EDUCATION•Why SM is important•Why SMM is important•The dangers of ignoring it
Approx 50% of councils
“Need to get a SM presence”
“Why is good value?”
“We do it manually”
“Haven’t got the tools”
OPERATION•The value of SMM•Info on benefits of automation
Approx 25% of councils
“Using a SMM but it is lacking ...”
“Can it fit into our reporting / our structure/ just report on
blogs . ”
“Can your system do .....”
APPLICATION•How SMM can be applied•Creative results
Pilot Scheme: Customer ExpectationsManage
reputation
The ability to respond to
what people are talking
about
An early warning system
To know what is being said
Curious about mentions
“Understand difference of using a system instead of me doing it”
Evaluate the impact on manpower
See how the sentiment
works
Using the statistics for
internal comms
Want to change to a self-serve process
Want a comparison to our press clipping
service for social media
Want to see if it is better than
current supplier
Interested in the breadth of
mentions
Pilot Scheme: Feedback so far
“I like how eco-friendly it is. It will save on all the
photocopying and paper waste”
“Brilliant, we are using it loads”
“I am able to quickly glance for key issues but also drill down for detailed info”
“It’s so easy to use”
“I haven’t seen anything like this”
“This will save so much time as I do everything manually at
the moment”
“It’s very intuitive”
“This is a great way of seeing what the hot topics that people are talking about are & how this
impacts on us”
“It will make the process a lot quicker”
Some general trends
Timing - Birmingham CC - Compare the 10th Feb mix of site
sources with the rest of the 30 day period
Correlation – generally ‘council’ sentiment is in sync – but spikes out due to local events etc
12 councils aggregated
Birmingham