social relationship monitoring for public sector
TRANSCRIPT
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5
Social
Citizen
Service
Public
Relations
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6
Fast Company: The 36 Rules of Social Media
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7
Fast Company: The 36 Rules of Social Media
#Top Picks
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.8
Monitor & Measure Engage Effectively Social Marketing 2.0
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9
Monitor & Measure Engage Effectively Social Marketing 2.0
Maximizing the Use of Social Media
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11
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
Social Relationship Management for Enterprises and Businesses
Brand Sentiment Tracking
ORMCustomer
ServiceLead
GenerationSocial
CommerceSocial & Digital
Campaigns
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.13
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.14
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
• Improve capacity to support todays channels
• 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
• Improve capacity to support todays channels
• Damage control
• Agility and response improvement
• Common vision for and of customers
• Culture change to customer centricity
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.15
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.16
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.17
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.18
www.oracle.com/goto/governmentcloud
@OracleCloudZone
#oraclecloud
www.facebook.com/
OracleCloudComputing
For More Information
Oracle Social Cloud