Government Management Committee. P:\2013\Internal Services\I&T\gm13005I&T (AFS # 17768)

Size: px
Start display at page:

Download "Government Management Committee. P:\2013\Internal Services\I&T\gm13005I&T (AFS # 17768)"

Transcription

1 STAFF REPORT ACTION REQUIRED Social Sentiment Analysis Date: May 31, 2013 To: From: Wards: Reference Number: Government Management Committee Director, 311 Toronto Chief Information Officer All P:\2013\Internal Services\I&T\gm13005I&T (AFS # 17768) SUMMARY This report is in response to the request of the Government Management Committee for information on the potential implementation of social sentiment analysis (SSA) capability at the City of Toronto. Social sentiment analysis refers to the ability to gain insight into what people using social media think and want on a mass scale by gauging behavioural patterns and trends. The Deputy Chief Information Officer and the Director, 311 Toronto have begun to review and assess the potential of implementing social sentiment analysis capability at the City of Toronto. At this preliminary stage, we are utilizing the efforts of two research and advisory firms (Gartner Inc. and Forrester Research Inc.) for an environmental scan to better position the project to gain as much insight about SSA and how it is being used in the public and private sectors. As SSA is a new technology, this information will help determine if it is worthwhile to invest in a possible pilot study of SSA within 311 Toronto. RECOMMENDATIONS The Chief Information Officer and the Director, 311 Toronto recommend that: 1. The Government Management Committee receive this report for information. Staff report for action on Social Sentiment Analysis 1

2 Financial Impact There are no financial implications arising from this report at this stage The Deputy City Manager and Chief Financial Officer has reviewed this report and agrees with the financial impact information. DECISION HISTORY This report responds to a motion from Government Management Committee regarding social sentiment analysis. Item GM19.6, January 21, 2013, titled Social Sentiment Analysis, requested the Acting Chief Information Officer and the Director of 311 to report back on the potential implementation of social sentiment analysis capability at the City of Toronto with options and a strategy for implementation that includes an outline of the business objectives, resources, operational impact and training assessment, costbenefit analysis and an implementation framework. The minutes of the Committee meeting can be found here: ISSUE BACKGROUND Today, through social media channels such as Facebook and Twitter, people publicly share thoughts, knowledge, experiences and opinions on products, programs and services to an extent not previously possible. Businesses, educators, researchers and the media use social media analytics to better understand the voice of their customers. In the public sector setting, social sentiment analysis (SSA) the integration of classic text analytics and new techniques that track feelings and emotions allows governments to monitor, identify and analyze relevant unstructured data in the form of public conversations and discussions for emerging issues and trends. The City has an opportunity to better gauge public opinion and experience regarding key topics, such as open, transparent and accessible government and the provision of services to residents, visitors and businesses, through such monitoring and analysis. SSA (in accordance and compliance with the City's legislated privacy requirements) may provide an additional tool to assist City officials in making informed decisions. SSA technology can track, mine and parse data collected from tweets, public messages, blog posts, user forums and other social media sources to aggregate public reaction and opinion on services, products, brands, current events and so on. In addition to aggregating public opinion and highlighting emerging trends and issues, the City could crowdsource input from residents with SSA assistance. (Crowdsourcing, as applied here, is defined as the practice of mass collaboration to obtain information on services, share ideas and build content by soliciting contributions from a large group of people and especially from the online community.) Staff report for action on Social Sentiment Analysis 2

3 A simple example of this: 311 Toronto launches a new mobile application (or mobile app). SSA identifies that users are having difficulty downloading the app onto their Blackberry Curve smartphones. 311 learns of this through the use of SSA because, before launch, 311 had created a category in the SSA tool to search social media sites based on the key phrase, "new Toronto mobile app". As a result, 311 was able to use the analysed data to work with the mobile app developer to fix the Blackberry Curve bug prior to customers contacting 311 about the problem. This scenario already takes place on a smaller scale. 311 Toronto manually monitors tweets to Twitter account and acts accordingly, based on the content, tone and number of messages coming in at any given time about a particular issue. This only works if the tweets are directed to account or are tagged appropriately, whereas, by "listening" to social media, as in the above example, 311 would be able to act proactively. At a higher level, using this example, SSA technology could monitor where and when residents have concerns, the prevailing level of satisfaction, suggestions for improvement and other factors. The City could potentially then correlate this with information that currently exists within internal systems to inform future programs. This could be communicated back to the public in a proactive manner, resulting in reduced use of resources to manage complaints and an increase in trust and confidence in City government. COMMENTS This report provides an update on the Social Sentiment Analysis review that is being conducted by Deputy Chief Information Officer and the Director, 311 Toronto as per the request of the Government Management Committee. Corporate Meetings Social Sentiment Analysis is an emerging field. The scope of possibility for implementation of SSA technology ranges from the use of simple online "listening" tools to the adoption of much more complex and costly enterprise capabilities. Social listening is more about what the public is saying about city government than what they are saying to city government. To initiate the review and assessment of the current state of social sentiment analysis capability within the corporation, a working group of various City divisions and offices (Parks, Forestry & Recreation, Civic Engagement, Strategic Communications, I&T, 311 Toronto) met to identify their varied interests in utilizing SSA and to determine potential opportunities for conducting a pilot project. Examples include: Staff report for action on Social Sentiment Analysis 3

4 311 Toronto is the North American leader in municipal use of speech analytics (SA). 311 uses speech analytics to better understand the voice of their customers. Speech analytics utilizes the same functionality as social sentiment analytics (SA converts the audio recordings of each call to 311 into text for analysis). Using social sentiment analysis in conjunction with speech analytics, 311 would be able to gather information on key City issues such as public transit, public libraries, graffiti, potholes or other municipal information across the multiple channels (phone, , online, mobile app, etc) used by its customers. In addition to mining social media, the Parks, Forestry & Recreation Division plans to conduct text mining and sentiment analysis on comments captured in public meetings, deputations, open-ended text in surveys, news clippings and other electronic sources. A sentiment analysis tool will be an important part of the division's civic engagement and analysis capacity building program. The Social Development Finance & Administration's Research Unit is considering this type of technology to determine community salience and sentiment on broad citywide social issues. It will also be useful as an additional data source in public consultations, and as a social context to the new data to be released in 2013 through the on-line mapping application, Wellbeing Toronto. Although the possible applications for this solution may differ across City groups, the SSA technology foundation will allow for shared analytics capability across the corporation. Research and Environmental Scan The Deputy Chief Information Officer and the Director, 311 Toronto engaged with two research and advisory firms (Gartner Inc. and Forrester Research Inc.) for an environmental scan on the use of the SSA within public and private sectors with a primary focus on how other governments or municipalities are using SSA. Gartner Inc is currently conducting a readiness study on SSA and has committed to provide the results to the City by July Forrester Inc. has recently completed a maturity study of SSA and provided examples of other cities using SSA which include monitoring online reputation, soliciting and responding to feedback, determining outreach approaches and providing assistance during a natural disaster. There are a number of different technologies that are being used by other cities and there does not appear to be an identified leader within the field nor an identified roadmap for the best approach for utilizing this technology. As a result, and as SSA is an emerging technology, this review will be cognizant of whether or not the technology is mature enough to warrant investment in an SSA pilot. Staff report for action on Social Sentiment Analysis 4

5 Resources As part of the preliminary work for SSA, a business lead from 311 Toronto has been assigned to oversee a possible pilot project and to hire a Business Analyst. The business lead has expertise in speech analytics and worked to establish the speech analytics capabilities within 311. A Speech Specialist from Bell Canada will also be available to help us align these components (SSA and SA) together. The Bell Specialist is currently engaged on a separate speech project so there will be no additional cost for this work. In addition, a Business Analyst with expertise in social media was hired to conduct research, develop possible RFP documents and conduct the pilot study. Review Current Technical Capabilities 311 Toronto has engaged its current technical partners (KANA and Verint) to determine whether we can leverage the existing technology within 311 (i.e. speech analytics) for a potential pilot study so that there is no additional funding required and the start up time would be reduced. Action Taken Description 1. Corporate Meetings Met with a number of City divisions and offices including Parks, Forestry & Recreation, Civic Engagement, Strategic Communications, I&T, 311 Toronto, City Clerk's [CIMS], Social Development, Fin & Admin [Social Policy, Analysis & Research], CMO [Performance Management] to identify opportunities or existing projects for SSA 2. Research Completed detailed research on social sentiment analysis 3. Environmental Scan Gartner Inc Engaged the Gartner Group on opinions and strategies related to their experience with Social Sentiment Readiness Study anticipated to be completed in July 2013 Forrester Research Inc Engaged Forrester Research on opinions and strategies related to their experience with Social Sentiment Forrester Research provided a maturity study on SSA in May 2013 Staff report for action on Social Sentiment Analysis 5

6 Action Taken Description 4. Resources Assigned a business lead to oversee the pilot Engaged a Bell Canada Speech Specialist to assist in the alignment of 311 Toronto's Speech Analytics with Social Sentiment Analytics Hired a Business Analyst to conduct the research, prepare RFP documents (if required) and complete the pilot study 5. Current Technical Capabilities Met with 311 Toronto's current technical partners (KANA and Verint) to determine whether we can leverage the existing technology within 311 Next Steps The following is a list of the next steps for this SSA project: 1. Based on the findings from the readiness study being conducted by Gartner Inc in July 2013, determine if an SSA pilot study is feasible. 2. Conduct the pilot study (if appropriate). 3. Provide a follow-up report to the Government Management Committee in the fourth quarter of CONTACT Neil Evans Director, 311 Toronto Lan Nguyen Deputy Chief Information Officer SIGNATURES Neil Evans Director, 311 Toronto Rob Meikle Chief Information Officer Staff report for action on Social Sentiment Analysis 6

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent. Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

WHITE PAPER Analytics for digital retail

WHITE PAPER Analytics for digital retail WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave

More information

Social Business Analytics

Social Business Analytics IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Non-Competitive Contract for Proprietary Geographic Information System Software Licenses from ESRI Canada Limited. Government Management Committee

Non-Competitive Contract for Proprietary Geographic Information System Software Licenses from ESRI Canada Limited. Government Management Committee GM12.5 STAFF REPORT ACTION REQUIRED Non-Competitive Contract for Proprietary Geographic Information System Software Licenses from ESRI Canada Limited Date: April 22, 2016 To: From: Wards: Reference Number:

More information

Social Media. A brief overview of the Social Media module

Social Media. A brief overview of the Social Media module Social Media A brief overview of the Social Media module Title of Page to Appear Here in Arial Bold. Size: 32pt Line 1 of bullet point text to appear here in Arial regular. Size: 18pt Line 2 of bullet

More information

Social Media and Online Reputation Management

Social Media and Online Reputation Management Social Media and Online Reputation Management Rob Key, CEO, Converseon Business Wire June, 2008 Visibility The Reputation Conversation Search Engine Reputation Aggregation The waterline Podcasts Corporate

More information

City of Guelph. Communications. A journey towards communications excellence.

City of Guelph. Communications. A journey towards communications excellence. City of Guelph Communications Plan A journey towards communications excellence. A common foundation; public relations defined Public relations is the strategic management of relationships between an organization

More information

Beyond listening Driving better decisions with business intelligence from social sources

Beyond listening Driving better decisions with business intelligence from social sources Beyond listening Driving better decisions with business intelligence from social sources From insight to action with IBM Social Media Analytics State of the Union Opinions prevail on the Internet Social

More information

Text Analytics Beginner s Guide. Extracting Meaning from Unstructured Data

Text Analytics Beginner s Guide. Extracting Meaning from Unstructured Data Text Analytics Beginner s Guide Extracting Meaning from Unstructured Data Contents Text Analytics 3 Use Cases 7 Terms 9 Trends 14 Scenario 15 Resources 24 2 2013 Angoss Software Corporation. All rights

More information

Customer Experience Management

Customer Experience Management Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,

More information

Maximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc.

Maximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc. Maximize Social Media Effectiveness with Data Science An Insurance Industry White Paper from Saama Technologies, Inc. February 2014 Table of Contents Executive Summary 1 Social Media for Insurance 2 Effective

More information

Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics

Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics WHITEPAPER Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics Successful companies today both listen and understand what customers

More information

Program 7 Customer Focus. Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere.

Program 7 Customer Focus. Council will be a customer focused organisation that is Dedicated to Customers: Everyone. Everywhere. Customer Focus Program Goal Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere. Every time" Program Description As an enabling program, Customer Focus

More information

WHITE PAPER Social Media In Technology. A Unified Strategy for Success

WHITE PAPER Social Media In Technology. A Unified Strategy for Success WHITE PAPER Social Media In Technology A Unified Strategy for Success Social Media In Technology A Unified Strategy for Success Technology companies pride themselves on being early adopters of the newest

More information

U.S. Department of Labor Digital Government Strategy (DGS) Milestone #6.3 Improving Digital Services

U.S. Department of Labor Digital Government Strategy (DGS) Milestone #6.3 Improving Digital Services U.S. Department of Labor Digital Government Strategy (DGS) Milestone #6.3 Improving Digital Services Introduction Last Updated: May 22, 2013 This document summarizes the U.S. Department of Labor s (DOL)

More information

Children'S Services City Clerk's Office. Chief Corporate Officer's Office

Children'S Services City Clerk's Office. Chief Corporate Officer's Office Attachment 1 - Software Purchase Cost by Manufacturer by 2012-2014 GM5.9 311 Toronto Accounting Affordable Housing Office Auditor General Chief Corporate Officer- Service Improvement & Innovation Chief

More information

Social Media for Business Benefit: The emergence and impact of social media on customer interaction

Social Media for Business Benefit: The emergence and impact of social media on customer interaction Social Media for Business Benefit: The emergence and impact of social media on customer interaction A leadership perspectives white paper Recommended next steps for business and industry executives Issue

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation

More information

B2B Social Media Marketing Social s Means Business

B2B Social Media Marketing Social s Means Business B2B Social Media Marketing Social s Means Business Elissa Kline May 2011 1 Social media is changing the way companies interact with customers Why Does Social Media fit With B2B Companies? Key Trends: Social

More information

A Quick Guide to Social Customer Service: Measure, Refine & Scale

A Quick Guide to Social Customer Service: Measure, Refine & Scale A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last

More information

What is a Social Media Playbook, and Why Do I Need One?

What is a Social Media Playbook, and Why Do I Need One? What is a Social Media Playbook, and Why Do I Need One? Table of Contents Introduction 03 Start at the Beginning 05 Determine Roles, Responsibilities, and Expectations 06 Decide What Needs a Response 08

More information

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits eguide eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits A guide on the benefits of using

More information

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com Connecting you to the voice of the market Contacts www.decisyon.com Corporate Headquarters 795 Folsom Street, 1st Floor San Francisco, CA 94107 1 844-329-3972 European Office Viale P. L. Nervi Directional

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

Engage your customers

Engage your customers Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging

More information

Deputy City Manager and Chief Financial Officer. P:\2014\Internal Services\I&T\Ec14005I&T (AFS #19497)

Deputy City Manager and Chief Financial Officer. P:\2014\Internal Services\I&T\Ec14005I&T (AFS #19497) City Information Technology Strategy STAFF REPORT ACTION REQUIRED Date: July 29, 2014 To: From: Wards: Reference Number: Executive Committee Deputy City Manager and Chief Financial Officer All P:\2014\Internal

More information

Bell Canada Integrated Telecommunications Infrastructure Contract Amendment and Extension. Government Management Committee

Bell Canada Integrated Telecommunications Infrastructure Contract Amendment and Extension. Government Management Committee STAFF REPORT ACTION REQUIRED GM2.6 Bell Canada Integrated Telecommunications Infrastructure Contract Amendment and Extension Date: February 2, 2015 To: From: Wards: Reference Number: Government Management

More information

Reputation Management in six (sort of) easy steps.

Reputation Management in six (sort of) easy steps. Reputation Management in six (sort of) easy steps. Presented by Mickey Lonchar Quisenberry Marketing & Design Your Permanent Record, circa 1960 s: Your Permanent Record, circa 2012: The picture people

More information

SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM

SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM Kuwait National Assembly Media Department SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM Dr. Salah Alnajem Associate Professor of Computational Linguistics and Natural Language Processing, Kuwait

More information

Why Enterprises Need a Social Media

Why Enterprises Need a Social Media Why Enterprises Need a Social Media Management System Introduction As social media continues to evolve, businesses are incorporating new cutting-edge technologies and applications into their online marketing

More information

Social Media Marketing for Local Businesses

Social Media Marketing for Local Businesses Social Media Marketing for Local Businesses The average number of hours a U.S. consumer spends on social media per week. - PQ Media, 2013 Social is the Norm A lot has changed in the 10 years since Facebook

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

STATE & LOCAL GOVERNMENT DIGITAL ENGAGEMENT TRENDS REPORT: 2015

STATE & LOCAL GOVERNMENT DIGITAL ENGAGEMENT TRENDS REPORT: 2015 DIGITAL ENGAGEMENT TRENDS REPORT: 2015 INTRODUCTION TOPICS ENGAGEMENT TRENDS Each year brings with it new digital communication trends, technologies and strategies. That s why at the end of last year,

More information

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document

J U L Y 2 0 1 2. Title of Document. Here is the subtitle of the document J U L Y 2 0 1 2 Title of Document Here is the subtitle of the document Introduction to OpenText Protect Premier Anywhere Deploying and maintaining advanced Enterprise Information Management (EIM) solutions

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Social CRM Companies must do more than participate in today s social environment. They must

More information

WHITEPAPER. Text Analytics Beginner s Guide

WHITEPAPER. Text Analytics Beginner s Guide WHITEPAPER Text Analytics Beginner s Guide What is Text Analytics? Text Analytics describes a set of linguistic, statistical, and machine learning techniques that model and structure the information content

More information

The Evolution of Enterprise Social Intelligence

The Evolution of Enterprise Social Intelligence The Evolution of Enterprise Social Intelligence Why organizations must move beyond today s social media monitoring and social analytics to Social Intelligence- where social media data becomes actionable

More information

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS TIP SHEET 5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS Social media participation has become a must for businesses today. A survey by CMO in February 2012 revealed that marketers expect to spend almost

More information

Corporate Communications

Corporate Communications Corporate Communications OFFICE OF THE CITY MANAGER Branch Manager: Trish Webb 14 OFFICE OF THE CITY MANAGER 2016-2018 BUSINESS PLAN Table of Contents INTRODUCTION Our Branch 17 CONTRIBUTION TO THE CITY

More information

OpenText Protect Anytime

OpenText Protect Anytime Support Program OpenText Protect Anytime Critical issue support for the OpenText applications powering your key business processes Introduction to OpenText Protect Anytime For more than 20 years, OpenText

More information

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014

SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 Our Understanding The rise of social media has transformed the way citizens engage with their government. Each day, nearly 2 billion people talk about and

More information

The Top 10 Ways to Make a Website Customer-Centric

The Top 10 Ways to Make a Website Customer-Centric The Top 10 Ways to Make a Website Customer-Centric Gartner RAS Core Research Note G00172127, Michael Maoz, 6 November 2009, RA208022011 Most business leaders think their websites work better than they

More information

2014 Entry Form (Complete one for each entry.) Fill out the entry name exactly as you want it listed in the program.

2014 Entry Form (Complete one for each entry.) Fill out the entry name exactly as you want it listed in the program. 2014 Entry Form (Complete one for each entry.) Fill out the entry name exactly as you want it listed in the program. Entry Name HFA Virginia Housing Development Authority Submission Contact Brian Matt

More information

WHITE PAPER. Social media analytics in the insurance industry

WHITE PAPER. Social media analytics in the insurance industry WHITE PAPER Social media analytics in the insurance industry Introduction Insurance is a high involvement product, as it is an expense. Consumers obtain information about insurance from advertisements,

More information

Social Media in the Contact Center. David Lover (@davidmlover) Chief Technology Officer, Cross www.crosstelecom.com

Social Media in the Contact Center. David Lover (@davidmlover) Chief Technology Officer, Cross www.crosstelecom.com Social Media in the Contact Center David Lover (@davidmlover) Chief Technology Officer, Cross www.crosstelecom.com Technology Convergence Social Convergence 2010 Facebook Demographics: June 8 th 2010 www.istrategylabs.com

More information

Concur Customer Experience 2015 REPORT. Concur // Customer Experience 2015 Report

Concur Customer Experience 2015 REPORT. Concur // Customer Experience 2015 Report Concur Customer Experience 2015 REPORT 1 Contents 3 Welcome Contents 4 Gathering feedback 5 The impact of your feedback 5 User experience evolution 5 Product reliability 7 Looking toward the future 7 Customer

More information

INSPECTOR GENERAL UNITED STATES POSTAL SERVICE

INSPECTOR GENERAL UNITED STATES POSTAL SERVICE OFFICE OF INSPECTOR GENERAL UNITED STATES POSTAL SERVICE The Postal Service s Use of Social Media Management Advisory August 1, 2013 Report Number August 1, 2013 The Postal Service s Use of Social Media

More information

Cell Phone and Handheld Device Review Report

Cell Phone and Handheld Device Review Report STAFF REPORT ACTION REQUIRED Cell Phone and Handheld Device Review Report Date: February 5, 2013 To: From: Wards: Reference Number: Government Management Committee Acting Chief Information Officer and

More information

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining

More information

Social Media: Guide for Building a Customer Support Strategy

Social Media: Guide for Building a Customer Support Strategy Social Media: Guide for Building a Support Strategy Sponsored By: 201 Service Takes on the Social Media Challenge Few phenomena have generated as much interest and hype over the last several years as social

More information

6 Steps to creating a Cross Channel Communications Roadmap

6 Steps to creating a Cross Channel Communications Roadmap 6 Steps to creating a Cross Channel Communications Roadmap Identifying the Road Ahead to Cross Channel Marketing Success Darcy Bevelacqua Darcy@Succcess-works.com 917 520-061 6 Steps to Creating a Successful

More information

BrandAlgorithms. Enable and Grow Brands, Online A cloud-based technology suite delivering Digital Brand Marketing solutions

BrandAlgorithms. Enable and Grow Brands, Online A cloud-based technology suite delivering Digital Brand Marketing solutions BrandAlgorithms Enable and Grow Brands, Online A cloud-based technology suite delivering Digital Brand Marketing solutions Conversion Lead follow-up email Lead Nurturer Post download Thank You page Checking

More information

Why Your Community s Online Reputation Matters AND HOW TO MANAGE IT

Why Your Community s Online Reputation Matters AND HOW TO MANAGE IT Why Your Community s Online Reputation Matters AND HOW TO MANAGE IT PEAKERS BLAKE HODGES Director, Digital Media and Analytics bhodges@glynndevins.com BRANDI TOWNS Public Relations Account Supervisor btowns@glynndevins.com

More information

Case study: IBM s Journey to Becoming a Social Business

Case study: IBM s Journey to Becoming a Social Business Case study: IBM s Journey to Becoming a Social Business Rowan Hetherington, IBM, September 2012 Introduction The corporate world is in the midst of an important transformation: it is witnessing a significant

More information

Social Business Intelligence For Retail Industry

Social Business Intelligence For Retail Industry Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media

More information

City of Mill Valley. STRATEGIC COMMUNICATIONS PLAN June 2014 PURPOSE BACKGROUND

City of Mill Valley. STRATEGIC COMMUNICATIONS PLAN June 2014 PURPOSE BACKGROUND City of Mill Valley STRATEGIC COMMUNICATIONS PLAN June 2014 PURPOSE The strategic communications plan is designed to identify goals and strategies to effectively communicate with community members, drive

More information

City of Guelph Open Government Framework. November 13, 2012 Governance Committee @blair_labelle, City Clerk

City of Guelph Open Government Framework. November 13, 2012 Governance Committee @blair_labelle, City Clerk City of Guelph Open Government Framework November 13, 2012 Governance Committee @blair_labelle, City Clerk #Overview History Drivers Defining Open Gov Proposed OGF Next Steps 2 #History Open Gov has roots

More information

THE TOP 10 BEST PRACTICES YOU NEED TO KNOW

THE TOP 10 BEST PRACTICES YOU NEED TO KNOW THE TOP 10 BEST PRACTICES YOU NEED TO KNOW Registered Representatives of a Broker-Dealer and employees of Registered Investment Advisors are subject to their firm s policies. INTRODUCTION From social media

More information

Professional Diploma in Digital Marketing

Professional Diploma in Digital Marketing Professional Diploma in Digital Marketing Agenda Day 1: Day 2: Day 3: Day 4: Day 5: to Digital Marketing Search Engine Optimisation Search Engine Marketing Email Marketing Digital Display Advertising Mobile

More information

Market Research with Social Media

Market Research with Social Media Community Ebook / September 2012 / / 1 888 6radian Market Research with Social Media Gives you the direction and tools you need to use social media to become a more agile, engaged, profitable and productive

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

For ebusiness & Channel Strategy Professionals

For ebusiness & Channel Strategy Professionals Retailers Plan To Expand Online Customer Service Channels In 2010 But Disconnection Between Customer Service And Brand May Spell Trouble by Diane Clarkson with Carrie Johnson, Elizabeth Stark, and Kate

More information

best practices Social recruiting: Five tips to improve efficiency and get better results

best practices Social recruiting: Five tips to improve efficiency and get better results best practices Social recruiting: Five tips to improve efficiency and get better results Social recruiting is just one aspect of a multi-channel recruiting strategy, but it s one you can t afford to overlook.

More information

Video Marketing for Financial Advisors How financial advisors can use online video to attract prospects and enhance their reputation

Video Marketing for Financial Advisors How financial advisors can use online video to attract prospects and enhance their reputation How financial advisors can use online video to attract prospects and enhance their reputation Hundreds of people visit your website long before they step foot in your office for this reason, it s important

More information

Procurement of SoftwareAG s Enterprise Application Middleware Tool

Procurement of SoftwareAG s Enterprise Application Middleware Tool STAFF REPORT ACTION REQUIRED Procurement of SoftwareAG s Enterprise Application Middleware Tool Date: March 12, 2012 To: From: Wards: Reference Number: Government Management Committee Dave Wallace, Chief

More information

City of Oshawa Website Development and Support Strategy

City of Oshawa Website Development and Support Strategy ~Oshawa Report To: Corporate Services Committee Item: CORP-14-67 Date of Report: May 1, 2014 From: Jag Sharma, Commissioner Community Services Department File: A-3500 Date of Meeting: May 5, 2014 Subject:

More information

Social Media Analytics: Making Customer Insights Actionable

Social Media Analytics: Making Customer Insights Actionable IBM Software Business Analytics February 2013 Social Media Analytics: Making Customer Insights Actionable 2 Social Media Analytics Making Customer Insights Actionable Overview Much has been said about

More information

S o c i a l B u s i n e s s F r a m e w o r k : U s i n g P e o p l e a s a P l a t f o r m t o E n a b l e T r a n s f o r m a t i o n

S o c i a l B u s i n e s s F r a m e w o r k : U s i n g P e o p l e a s a P l a t f o r m t o E n a b l e T r a n s f o r m a t i o n I N S I G H T S o c i a l B u s i n e s s F r a m e w o r k : U s i n g P e o p l e a s a P l a t f o r m t o E n a b l e T r a n s f o r m a t i o n Michael Fauscette Mary Wardley Erin Traudt I D C O

More information

STRATEGY MARKETING. Target MANAGEMENT VISION. Effective app store marketing strategies for your mobile VoIP app

STRATEGY MARKETING. Target MANAGEMENT VISION. Effective app store marketing strategies for your mobile VoIP app STRATEGY Target MARKETING MANAGEMENT VISION Effective app store marketing strategies for your mobile VoIP app 01 Effective app store marketing strategies for your mobile VoIP app These days it's not enough

More information

STATE OF B2B SOCIAL MEDIA MARKETING 2015

STATE OF B2B SOCIAL MEDIA MARKETING 2015 STATE OF B2B SOCIAL MEDIA MARKETING 2015 Research Report - June 2015 WHO WE SPOKE TO In a study that we did earlier this year on B2B marketing trends 1, we asked our respondents which distribution channels

More information

Taking Social Media Public: Social Media for Successful Citizen Relationship Management

Taking Social Media Public: Social Media for Successful Citizen Relationship Management IBM Global Business Services White Paper Public Sector Consulting Taking Social Media Public: Social Media for Successful Citizen Relationship Management By Tish Falco, Social Media Center of Excellence

More information

Business IntelliSENSE Social and Internal Data Marriage for Smarter Decisions

Business IntelliSENSE Social and Internal Data Marriage for Smarter Decisions 2014 BA Convention Business IntelliSENSE Social and Internal Data Marriage for Smarter Decisions May 2014 2014 BA Convention 2 Big Click Data to edit Drivers Master text styles Big Data Analytics is a

More information

Chico s Extends Its Customer Insights With Social Media Analytics

Chico s Extends Its Customer Insights With Social Media Analytics Chico s Extends Its Customer Insights With Social Media Analytics Written by Lorna Pappas, Contributing Editor Social media analytics strategies help retailers to profile and analyze social channels to

More information

Multichannel Customer Care

Multichannel Customer Care Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social

More information

Calculating the ROI for Social Customer Service:

Calculating the ROI for Social Customer Service: Calculating the ROI for Social Customer Service: How to Combine Strategy with ROI to Accelerate Executive Approval By Dr. Natalie Petouhoff and Kathy Herrmann May 2011 Contents The Challenge: Making a

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

Big Data - An Automotive Outlook

Big Data - An Automotive Outlook Big Data - An Automotive Outlook Graeme Banister, Frost & Sullivan The Hague 12 th September 2013 Table of Contents Frost & Sullivan Overview 3 Big Data Basics 6 Big Data & The Automotive Ecosystem 9 Big

More information

SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance

SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance With social media marketing, the power is derived from being able to directly communicate with consumers

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Customer Care Social CRM Companies must do more than participate in today s social environment.

More information

See how social media listening and engagement can help your business

See how social media listening and engagement can help your business See how social media listening and engagement can help your business In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful

More information

The 2014 State of Enterprise Social Marketing Report

The 2014 State of Enterprise Social Marketing Report The 2014 State of Enterprise Social Marketing Report Results from Q1 2014 Commissioned study conducted by Forrester Consulting on behalf of Spredfast. Executive Summary In Q1 of 2014, Spredfast commissioned

More information

Event Marketing Best Practices that Drive ROI. Brian Ludwig September 9, 2014

Event Marketing Best Practices that Drive ROI. Brian Ludwig September 9, 2014 Event Marketing Best Practices that Drive ROI Brian Ludwig September 9, 2014 Agenda The Importance of Events Event Marketing Best Practices Ensuring Event Effectiveness and ROI Case Study: Moody s Analytics

More information

SOCIAL ENGAGEMENT: TRENDS, CASES & THE NEW MODEL IN ACTION PART FIVE. Social Media Performance Metrics

SOCIAL ENGAGEMENT: TRENDS, CASES & THE NEW MODEL IN ACTION PART FIVE. Social Media Performance Metrics SOCIAL ENGAGEMENT: TRENDS, CASES & THE NEW MODEL IN ACTION PART FIVE Social Media Performance Metrics SOCIAL MEDIA PERFORMANCE METRICS If there is anything that differentiates the personal use of social

More information

School A to Z Online School Community Corporate Communication NSW Department of Education and Communities Sydney

School A to Z Online School Community Corporate Communication NSW Department of Education and Communities Sydney School A to Z Online School Community Corporate Communication NSW Department of Education and Communities Sydney NEED/OPPORTUNITY The NSW (New South Wales) Department of Education and Communities is a

More information

Social Data Intelligence. A white paper by Scalable Systems

Social Data Intelligence. A white paper by Scalable Systems Social Data Intelligence A white paper by Scalable Systems Introduction As social networking continues to grow so does the vast amounts of personal information being shared through various channels such

More information

The Financial Planning Analysis and Reporting System (FPARS) Project: Implementation Status Update

The Financial Planning Analysis and Reporting System (FPARS) Project: Implementation Status Update STAFF REPORT ACTION REQUIRED The Financial Planning Analysis and Reporting System (FPARS) Project: Implementation Status Update Date: March 24, 2014 To: From: Wards: Reference Number: Government Management

More information

ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER

ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER EXECUTIVE SUMMARY For a growing number of consumers, social media is the preferred means of gathering product information and interacting

More information

Digital Strategy Survive and Thrive in the Digital Deluge

Digital Strategy Survive and Thrive in the Digital Deluge DIGITAL STRATEGY Digital Strategy Survive and Thrive in the Digital Deluge Every day there are 4.8 billion interactions on Facebook. 1.3 billion smartphone apps are downloaded, 16 billion texts sent, 5.9

More information

The Definitive Guide to Social CRM

The Definitive Guide to Social CRM The Definitive Guide to Social CRM Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profit Barton J. Goldenberg Chapter 1 Understanding the Intersection of CRM,

More information

Chat Enhancements Optimize Customers Web Experience

Chat Enhancements Optimize Customers Web Experience Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web

More information

Oakland County Department of Information Technology Project Scope and Approach

Oakland County Department of Information Technology Project Scope and Approach Oakland County Department of Information Technology Project Scope and Approach Project Name: Social Media Expansion Project ID: DE1187SM Leadership Group: I.T. Steering Committee Department: Information

More information

HOW TO ACCURATELY TRACK YOUR SOCIAL MEDIA BUZZ

HOW TO ACCURATELY TRACK YOUR SOCIAL MEDIA BUZZ TIP SHEET HOW TO ACCURATELY TRACK YOUR SOCIAL MEDIA BUZZ Ten years ago, marketers had to rely primarily on customer surveys and mainstream media coverage to track the buzz created by a new product launch

More information