Approximately 70 communications and leadership personnel representing nearly 40 state agencies gathered today at the Georgia Department of Administration’s office in Atlanta to discuss “Social Listening in State Government to Provide Better Customer Service.” The topics varied, but all focused on leveraging social media to better “listen” to state agencies’ respective customer groups and stakeholders.
Cross-agency coordination like this is imperative for much of the work communicators do. This is especially true for digital initiatives, where cooperation between agencies’ respective social media presences allows communicators to amplify messages, grow audiences, and ultimately better communicate with customers.
Below are the presentations from Georgia’s first State Agency Social Media Summit:
• Listening to the Enterprise: Using content aggregates across channels (Facebook, Twitter, and RSS) and social hashtags to keep your “finger on the pulse” of current events within the enterprise of Georgia state government
• Listening to Your Community: Lessons learned and best practices from recent jointly hosted Twitter chats.
• Listening to Negative Feedback: Leveraging two-way symmetric communication on social to innovate and provide better customer service
• Listening to your Data: Identifying key website and social metrics for regular monitoring, and they will share some of the key findings from their own data
• Listening to the Social Conversation: Using active listening, search and inbound marketing to find and engage new followers
For pictures and discussion from the day’s event, please click here.
If you attended the Summit, please provide feedback by answering our brief survey, here, if you have not already done so.
If you “do social media” for your state agency, we invite you to join our Facebook group by requesting access here.
