Government-wide Webcareand Social Media Network@theozijderveld@edgarmerbis

@webcareoverheid

Percentage of Dutch internet users (15+) active on…

Webcare:

• scanning social media networks for customer opinions and answering questions; • and by doing so, improving the relationship between

government and citizens.

Digital customer service / Community Management / Reputation Management / eCare

Web sources for webcare

Reasons for starting webcare

• Better Customer Services• Being there• Monitoring what’s happening online• Engagement and loyalty• Reputation• Innovation• Social Search

The Organization of Webcare

• Communications• Customer Service• Web / Internet

Webcare is part of….

Number of people spending time on webcare (fulltime+parttime)

FTE reseved for webcare

Network activities

• Seminars• Educational and training programs• Research• Connecting people and organizations

Plans for 2013-2014

• In 2013 and 2014 we will investigate the way EU-institutions and EU countries are using social media for communication with their citizens.• We are planning to organize a study trip to an EU

Country.

WHICH COUNTRY SHOULD WE VISIT?

Best Practices in Europe….