Social Relationship Monitoring for Public Sector

Oracle Social Cloud

Complete, Integrated &Government-Ready Social Solution

Tim Till

Social and Commerce Consultant

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2

Program Agenda

What is Social Relationship Management

Why it Matters for Public Sector Organizations

What Solutions Does Oracle Offer

How are the Solutions Being Used


42%of Facebook users have

mentioned an organization in

a status update **

#1 online activity is social *

65%of organizations say that

social media is a critical

risk to their reputation ***

Citizens Power and Choice

Government’s Power and

Voice

Citizens Are Taking Controlof your message through technology & Social Platforms


What is Social Relationship Management

Social Relationship Management (SRM) - the

processes an organization & institution uses to

monitor, engage with, and activate the often large

number of loose ties it maintains across open social

networks.

SRM goals for Government include:

– Build Mindshare, Visibility, Transparency and Trust = Brand

Equity for Government entities,

– Increase Reach and Reduce time of Communication,

– Improve services to citizens,

– Communicate & Engage effectively with Youth


Social

Citizen

Service

Public

Relations

Email

Web

Awareness

Campaigns

Feedback

Service /

Policy

Launch

Reduce

communication

cost and time

Digital Service

Optimization

Citizen

Engagement

Understanding

Citizen

Sentiments,

Trends

Reputation &

Visibility

Data

Government as a Brand and Brand Management


Fast Company: The 36 Rules of Social Media


Fast Company: The 36 Rules of Social Media

#Top Picks


Monitor & Measure Engage Effectively Social Marketing 2.0



Maximizing the Use of Social Media




Effective Social Media Management in Government & Public SectorActivity Monitoring Alerts and Attention

Building Awareness

Grievance Management

Voice of Citizen / Customer




Effective Social Media Management in Government & Public SectorActivity Monitoring Alerts and Attention

Building Awareness

Grievance Management

Voice of Citizen / Customer

Social Relationship Management for Enterprises and Businesses

Brand Sentiment Tracking

ORMCustomer

ServiceLead

GenerationSocial

CommerceSocial & Digital

Campaigns


Effective Social Media Management in Government & Public Sector

Activity Monitoring Alerts and AttentionBuilding

AwarenessGrievance

Management Voice of Citizen /

Customer

Social Media Is A Low Cost Channel To Reach Citizens

Examples of different program areas


ORGANIZATION OVERVIEW

• The network serves a population of many millions, and

thousands of square km’s.

CHALLENGES / OPPORTUNITIES

• Increasing use of mobile and social throughout transit system

• Increase coverage of agency social

• Extend capability to communicate

• Improve capacity to support todays channels

• Manage reputation

SOLUTIONS

• Oracle RightNow Service Cloud

• Oracle Social Relationship Management

US Transport Network

RESULTS

• Mobility increased use of social

• Outbound emergency notifications

• Deep listening to engage proactively

• Reduced complaints

• Faster response times

• Automated social message routing to service

• Driving positive reputation

• Common view of customer


ORGANIZATION OVERVIEW

• Motor company 10 brands, 157 countries, 200k employees

• 20 US Facebook sites, 400 social channels, 500 agents

CHALLENGES / OPPORTUNITIES

• Increasing use of mobile and social

• Extend capability to communicate


• Manage reputation

• Customer service divisions

SOLUTIONS

• Oracle Red Stack

• Oracle Social Relationship Management

General Motors Company

RESULTS

• Integrated CX reduces customer complaints

• Extend reach to 30+ languages

• Better data improves communication


• Damage control

• Agility and response improvement

• Common vision for and of customers

• Culture change to customer centricity


cut through noise

to get to action

performance

monitoring

social processes and

permissions

1:m and crisis

management

1:1 and

tone of voice

cost and time for

content creation and publishing

Social

Social Challenges at Scale


Solutions Built to Help Enhance The Social-Based Citizen Experience

• Listen: Understand citizens’ intentions

• Engage: Reach citizens and respond real-time through the channels of constituent’s choice

• Learn: Create better marketing campaigns, products and services with instantaneous citizens feedback

• Measure: Enable intelligence driven decision making

• Improve: Refine and adjust constituent strategies

Social is ALWAYS ON


Planning &

BudgetingERP

Policy

AutomationSocial

Relationship

Management

Talent

ManagementHCM

Customer

Experience

Applications as a Service

Platform as a Service

Infrastructure as a Service

Oracle Social Solutions Are a Key Component of Oracle’s Technology Solutions for Government


www.oracle.com/goto/governmentcloud

@OracleCloudZone

#oraclecloud

www.facebook.com/

OracleCloudComputing

For More Information

Oracle Social Cloud

http://www.facebook.com/

http://www.oracle.com/us/solutions/social/overview/index.html

Social Relationship Monitoring for Public Sector

Government & Nonprofit

Transcript of Social Relationship Monitoring for Public Sector