The research shows that the Communications department manages the social media for the municipality. When asked who uses social media in the organization, the Communications department scores an 8.3. Only individual council members come close with a 6.8. Not middle east mobile number list only does the use and deployment of social media come from the Communications department, they also indicate that they own the channels (determination and budget).
73% indicate that the Communications department is primarily responsible for the management of social media and 79% indicate that the available resources for social media are included in the budget for communications. Finally, 56% indicate that the use of social media is part of the communications strategy. Two-thirds of the municipalities do not have a separate strategy for social media.
But the questions that come in are about service provision
However, the research shows that 70% of the questions asked via social media concern simple service questions and reports about public space. These are typical questions that a customer contact centre (CCC) can handle efficiently. However, in 77% of the municipalities, the Communications department answers the questions that come in via social media. The small number of questions, complaints and reports that are still received may be part of the explanation for the remarkably small role for the CCC.
Conclusion: there is much more to it
Communications department embrace and use social media. And they do so more and more. Social media are part of the communication, crisis communication and even service delivery strategies.
It appears to be difficult to embed social media more broadly and deeply in the organization. budget 2025 has been adopted, but it is not certain In addition to ‘sending’, ‘listening’ and ‘webcare’, social media offer opportunities for environmental analyses, dialogue, participation marketing list and co-creation. This requires real contact with citizens, companies and stakeholders, real communication and good online media analyses. The next task is to get this into the capillaries of the organization. And that, however contradictory it may sound, seems to be challenging in practice for the Communications department and its communication advisors.
