Social Networks and Social Media Monitoring

Last week, it was talked about Australian Taxation Office’s social media engagement. It is more focus on its twitter usage. In this week’s blog, more focus will be put on its facebook page.

ATO Facebook Insight

As shown by the Facebook insight on 22nd Sep, there are only 272 people talked about ATO.  Furthermore, as shown in the figure, trend of people’s talking about rate and like rate in past month remains unchanged. The trend has nothing big change which almost remains around 200 people per period.  According to the review of ATO’s Facebook Page, it is found that there is no much effort put on the customer comments’ reply. Similar with its Twitter account, as mentioned by last post, the Facebook page and Twitter account is managed by someone on behalf of ATO who only in charge of posting some “boring” and “official” posts, which let people feel sense of distance.

ATO Facebook insight Oct

However, compare to the Facebook insight of ATO on 2th Oct, the figure of  “talked about” has dramatically increased to 1,925. based on the research, this could be caused by some recent posts related to the closing date of tax return.  Additionally, between 22nd Sep and 5th Oct, some people posts on the page of ATO to express their different opinion against ATO services and/or ask for help. However, it is also found that, like previously, the reply of these comments is just like: ” thanks for your advise, please refer to www. ourwebsite to lodge your complain…”, which let me think crucial decision must be made on someone who is not control and monitor the facebook page. But, if in this case, how come ATO registered this Facebook official page but with no prompt management.

Meanwhile, good news is that, according to Socialmention.com, there are more than 137 neutral sentiment were catched by the website, with 22 positive and 14 negative sentiment mentioned. Unfortunately, as indicated, “strength” – the likelihood of the band been discussed on social media is only 2%, which is relatively lower than others, like Immigration Australia (4%).

To sum up, it is cleared that the ATO is not get involved deeply enough of social media and social network. Improvement, based on self opinion, could focus on engagement/ relationship with the public by providing prompt and practical reply to any comments first.

Thanks for reading today. Comments always welcomed.

Chuan

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More engagement = better services?

Organization from the professional service sector also uses social media technologies that help them to success with achieving benefits. In this week’s blog, I am going to talk about the relationship/interaction between the Australian Taxation Office (ATO) and their social media (particularly focus on blog, twitter, and wikis today) usage.

As we all known, ATO is an Australian government statutory agency who respond in Australian federal taxation system, superannuation system, Australian business register and co-responding for tertiary education loan system in Australia.

 

As part of ATO’s online services, they are aiming to communicate with the community in different ways. Based on their websites information and research, they have launched three more channels of communication via social media platform;

Twitter- latest updates on new measures, changes to legislation, reminders of due dates, system outages, upcoming events and new products;

Facebook- updates on a wide range of important information you need to know about your tax and superannuation;

YouTube- videos on various tax administration topics to keep you up to date with what’s new and important for you to know about your tax and super.

Also, ATO has a site under Wikipedia, talking about its history, organization structure, strategy direction, performance and etc.

According to ATO’s latest annual report, there were over 9,270 followers in Twitter, and this figure increased to 15,080 (accessed on 12/09/13) in 2013. However, it is found that there are almost no comments under each tweet, which means it is only a way to share information that already exist to the public but rarely “communicate” with the community. Even though ATO itself has the positive view of their community engagement process, I personally still think it is not enough. For example, there is no blog been used as a second source of service guide, and limit communicate interact even in the twitter. Maybe that is because of its characteristic as a governmental agency which presents legislation and/or government. Thus, each activity/reply in the Twitter should not been on behalf of the employee who is behind the screen, which lets the communication actually being harder and too official.

ATO cares about social technics and communication with the community. Relates these social technologies engagement to value levers that mentioned by McKinsey Global Institute, 2012, the most related one is to improve collaboration and communication. Yes, ATO is encouraging the public to communicate with them by using Twitter and other social media platform as talked above. They contributes to increase their speed of any legislation changes, new announcement published and launches new product. Maybe there is a briar in the way of communication and collaboration, but it is much better. Further, social platform, for instance, Twitter, also helps to gather information. There is no doubt that, Twitter helps ATO collect information from the public and also provide the feedback of their services. It should be noticed that, ATO conducts interviews and primary research with end user while these platforms as well.

 

So, does implementation of more social technologies equal to better professional service? In ATO’s case, I think it is, but it can be better.

Thanks for reading and look forward any comment.

Chuan

Non-governmental vs. Social Media

In this week’s blog, I am going to talk about how non-governmental organization using Social Media to create benefits and achieve their mission. According to McKinsey Global institute, social sectors could get benefits based on five functional Social technologies value levers, they are Collect in formation and insights, Mobilize resources, Execute mission, and Organization-wide levers. And in the following blog, it is more focused on World Wide Fund for Nature (WWF) and how they use value levers to execute their mission by educating the public and engaging supporters.


WWF_Logo_Google_fixed

The WWF is an international non-governmental organization working on issues regarding the conservation, research and restoration of the environment. It is the world’s largest independent conservation organization with over 5 million supporters worldwide, working in more than 100 countries, supporting around 1,300 conservation and environmental projects (Source from Wikipedia). Their mission is “to stop the degradation of the planet’s natural environment and to build a future in which humans live in harmony with nature by: conserving the world’s biological diversity; ensuring that the use of renewable natural resources is sustainable; and promoting the reduction of pollution and wasteful consumption.”

Based on the research, WWF has massively integrated social networks within its campaigns and projects. For example, a WWF’s social spot is aiming to share links and sites worldwide to largely keeping in touch with participates and/or supporters, and share their newest information through these SNS. Furthermore, its latest mobile digital campaign “Little Things That Mean the World” has engaged Facebook to promote a new way of supporting WWF in UK.

  • Educate the public

WWF has widely use YouTube to promote its educational campaigns and projects. High click/viewing rate helps these educational video widely spread.  In the example below, the video starts from a cup of latte and trying to educate the public in increasing awareness of using less of our nature resources, as stated in the title, Change the way you think about everything. And it is exactly the magic power of using social media, which influences audiences’ potential awareness and encourage them to change behaviour in the end. Also, it is noticeable that, SNS like YouTube has its wide transmissibility, as a part of important platform of social network in nowadays, people would like to transfer/share anything useful/interesting they think to their friends or family. All these benefits WWF to close to achieve its mission.

  • Engaging supporters

Based on using social technologies, it is possible to engage huge amount of supporters at the shortest and cost efficient manner. For instance, WWF holds a global event “Earth Hour” on an annually basis. It is encouraged people/business/ governments to participate by switching of non-essential power for one hour at the end of each March. In my self-experience, I first noticed this event through a friend’s share link on Facebook. After registered the website of participation, I am now receiving a monthly newsletter via email from WWF Australia about anything news and ongoing event/ votes/ volunteers information. Even though this event has some critical site like “it does not help at all with merely one hour power saving”, this event could still build a huge database of supporters in a very friendly way. Furthermore, they also created the Google+ to share the information regularly, which has more than 126,166 followers.

To conclude, apparently, WWF is a sort of social media master in achieving their mission and goals. Also, they did more than I wrote. Hope you enjoy this reading.

Thanks for any comments.

Chuan