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A government member shared his experience in setting up Facebook and Twitter pages during a recent Social Media Webforum.
Looking back after almost a year and a half now, I can say that, without a doubt, there are two or three items of our original goals that have really come to fruition and are the main focus now of our page. Those are customer service, fostering community, and facilitating conversations with our licensees and amongst our licensees.
I just want to also talk about how it has allowed us to connect with our customers in a completely unique way that we could not before. It was much more difficult to do before. First of all, it is much less formal. We take a conversational approach in our comments, and that gives us a chance to be more personal or human with the people that we are interacting with, and not just this big government institution. Also, it gives us an opportunity to do what I call “public customer service”. In other words, we get to show everyone that we really do care, that if they call us or post something on Facebook, we are going to answer their question and try to do our best to help them in any way that we can.
Our social media allows people to participate. Anyone can offer their point of view or experience. We see that time and again, where people are trying to contribute and to help other people. Another reason that Facebook and Twitter have been great for us is that people can post at any time. Also, they are already on Facebook. People use Facebook constantly. So, it is really convenient for them to just, while they are on checking in on their friends, post their question to us and get a response the next time they come back.
Finally, we allow people to post photos on our Facebook page. This allows a whole new dimension, or a whole new way, for people to communicate and share with us and with each other and for us to communicate with them. I have some other information I could share, but I think I have probably gone over my time already.
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