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3 mark b catalyst social content presentation
1. How to transform your social media
response from:
“Oh no! They’re talking to us! Help!”
To:
“Hi, how can we help?”
Mark Biddle
Digital and Customer Communications Manager
Catalyst
2. Our social media engagement is crucial
•Our social channels are key in terms of reflecting
how we engage with our customers
•Content is worthless if we don’t look like a
organisation who listens and responds, and
actually cares
3. About Catalyst
Provide 21,000 homes in London and
South East
Target of 80% of our customer contact
digital within 3 years
Digital strategy in place to help deliver
this.
4. Our main social media channels
Two Twitter accounts
@Catalysthousing
@ContactCatalyst
Facebook: CatalystHousing
5. Review of social media channels
Reading Room provided an assessment
of our social media channels as part of
research phase for digital strategy
Findings showed that our customers
were trying to use these channels to
report problems or queries, but with
little success.
6. #fail
• A few years ago... Lack of clear guidelines and process
8. How we improved
•Workshops with comms/ customer services to
discuss issues and expectations
•Training session on responding to queries
•Roles and responsibilities defined:
•Comms: proactive messages
•Customer services: respond to complaints
•Monthly catch-ups between comms /customer
services to discuss issues and build team
•Visited L and Q to share experience and best
practice
9. How we improved (cont)
•Defined processes:
•Respond within 2 hours
•Use name in response to make more
personal
•Log-in message each day
•Try to deal with issues openly,
depending on data/ confidentiality
•Be friendly, helpful.
12. Next steps
•Finalising social media policy
•Lifting of restrictions on social media so all
can access.
•Building awareness and engagement
across the organisation
•Support from Leadership Team to deliver
this