Communicating with the Modern Citizen

Transcription

1 Communicating with the Modern Citizen

2 Rise of the social citizen Changes how we work 44% of citizens complain via social media 20% expect a response within one hour via social media Always on -- Citizens use an average of 4 devices every day 65% of companies are deploying at least one social software tool 90% companies using social technologies that report business benefit from them Rising citizen engagement in social channels Communities across citizens, partners, & employee Transformation to connected government

3 The opportunity to connect with your citizens is I think I see a pot thank you for letting us know. We will fix it right away

4 LISTEN An avenue by which you can listen and really hear what it is your citizens are thinking and saying, to uncover trends. Garner insights by monitoring buzz, understanding sentiment and measuring impact. ANALYZE Social is a two-way street when the time is right you can use these tools to have meaningful conversations with your stakeholders. ENGAGE

5 Relevant Data (Microsoft Social Listening) The only thing that matters is how government can better understand and best serve the needs of the citizen When you combine this with a keen understanding of trends in the community you can pleasantly surprise citizens with services that they may not have known existed. Targetted Data (Dynamics Marketing) Customer Data (Dynamics CRM) Transactional Data (Dynamics AX)

6 Name > Date >

7 People are sharing more than ever before 500M+ photos uploaded and shared each day 100 hours of video uploaded to YouTube per minute 5,000 tweets per second

8 Listen everywhere Analyze sentiment Drive engagement

9 Listen everywhere Listen to what people are saying Learn how people really feel about government 72% of all internet users are now active on social media Pew Research Center

10 Analyze sentiment Determine your share of voice across social channels Know who your key influencers are Figure out what is resonating with your citizens 59% of government do not track their social media responses at all

11 Drive engagement 1 Source: brands-ignore-customers-social-media_b22814

12 Social Listening Intelligent Social Social Engagement Social CRM

13 Social listening Listen to what people are saying globally across social media, news publications and other sources via RSS. Key influencers Identify and follow people actively talking about your brand, products, or services. Sophisticated alerts Detect trends and listen for specific posts to keep you informed on keywords or topics.

14 Adaptive sentiment Adaptive sentiment learns from customers through machine learning enabling custom sentiment models to fit your organization. Automated triage Automatically detect intention in social posts and triage/route them as cases or leads into CRM. Insights at a glance with rich analytics: location, share of voice, text mining and tag clouds visualizations.

15 Engage & publish Improve your social media presence by engaging with social communities with rich multimedia replying and publishing. Team collaboration Enable teams to collaborate using Office Groups for assigning posts and sharing streams and social profiles. E2E customer experience Create an end-end customer experience by creating CRM actions from social posts cases, leads, and any custom entities.

16 Social sales Win faster when you leverage social to identify and act on buying signals, monitor key developments at your top accounts and track competitors. Social marketing Manage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen your community management. Social care Keep customers happy by identifying any customer issues and trends early on and being proactive on Twitter and Facebook.

17 Social listening Listen and analyze posts from Instagram and boards/forums. Social center Share social posts found in social center as a link from your own individual social profile. Intelligent social Automatically detect intention in social posts and triage/route them as cases or leads into CRM. Customization Leverage social data in other applications through Azure Event Hubs. Sentiment & UI 3 additional sentiment languages: Chinese, Japanese, Arabic.

18 Democratized Social for everyone Sentiment analysis Sentiment analysis is available in 16 languages; 4 additional languages planned. Powerful social analytics Social profiling and social segmentation Integrated social End-to-end customer experience from listening to engagement. Ability to create CRM actions.