Using Social Media to Inform Government Service Delivery
Background
An Australian Government organisation reached out to KINSHIP regarding the monitoring of public sentiment, misinformation, and issues emerging rapidly across social media, forums, and news domains. Realtime access to public discourse was critical, as the division utilised this to inform customer service, contact centres, website content, and other citizen-facing operations.
Challenges
Conversations occurring across online channels were varied and vast, making it difficult for the organisation to form actionable solutions. False narratives and public confusion further contributed to operational risks faced by the team, which was simultaneously facing the barrier of utilising solely solicited data.
Use Cases
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Realtime tracking of social media channels, news domains & forums for concerns, misinformation & service-related complaints.
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Utilisation of thematic clustering to identify sentiment trends, demographic patterns, and conversation volume across digital channels.
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The listening dashboard empowered different teams within the division to respond to issues as they emerged, closer to the source.
Key Metrics
KINSHIP helped the organisation implement a social listening dashboard, which successfully detected a system outage affecting the division’s website through unsolicited data. With the relevant teams subsequently alerted, the issue was able to be resolved.