5. People Needs
5
How We Do It
Financial Sustainability
Building Blocks
Make (Services delivered)
Why We ExistMission
Lower Customer Churn More Efficient Processes
People
Leadership
Culture
Skills +Training
Change management
Who are you Serving? Where are they?
What are they doing online?
Customer
Segment A
Customer
Segment B
Supporting Activities
Communicate
Employees
Engage New customers
More $ per customer Lower Costs
Improved Customer Service
Engaging / EnergisingTalking / Informing
SupportingListening
Strategic Goals Core ValuesVision
Data and Information
Customer interactions
database
Analytics
Standards and
Policies
Social Media Policy
Response Guide
Risk Mgmt
Technology
(Tools)
Finance
(Budget)
What drives them to engage with you?
Customer
Segment A
Customer
Segment B
Employees
15. Can my council use
social media to
listen more
effectively?
Discuss with a partner.
• How are you currently listening?
• How should you be listening?
• Do you have the skills in the
organisation to listen well?
16. Does your council
have a good
analysis process?
Discuss with a partner.
• What is your process for analysing
posts?
• Is it effective?
• Is it scalable?
• What needs to change?
20. How can we use social
media/web to provide
improved information
and support?
Discuss
• How can you improve your timeliness?
• Is your message consistent – how can you
improve consistency?
• As social media grows can you maintain that
consistency?
• Do you cite sources in your responses?
• Do you focus on the most important posts? Do
you know what the most influential posts are?
29. People Needs
29
How We Do It
Financial Profitability
Building Blocks
Make (Services delivered)
Why We ExistMission
Lower Customer Churn More Efficient Processes
People
Leadership
Culture
Skills +Training
Change management
Who are you Serving? Where are they?
What are they doing online?
Customer
Segment A
Customer
Segment B
Supporting Activities
Communicate
Employees
New customers
More $ per customer Lower Costs
Improved Customer Service
Engaging / EnergisingTalking / Informing
SupportingListening
Strategic Goals Core ValuesVision
Data and Information
Customer interactions
database
Analytics
Standards
and Policies
Social Media Policy
Response Guide
Risk Mgmt
Technology
(Tools)
Finance
(Budget)
What drives them to engage with you?
Customer
Segment A
Customer
Segment B
Employees