Social media presents a compelling opportunity for Australia’s government and public sector organisations to use social media analytics to improve service design.
Yet the maturity of social media use at local public sector organisations — departments, agencies, quasi-government organisations and other bodies — remains patchy at best.
There are some common impediments to Australia’s public sector gaining real value from social. Current approaches often suffer from a siloed approach to collecting, analysing and deploying social media and insights across the organisation.
However, there are three primary use cases in government where social can add real value: customer experience in the context of customer service; the power of social analytics and listening as research tools; and crisis management. Download our guide to these three key use cases.