social-media

How North Lanarkshire Council uses CrowdControlHQ to manage its social media

The council had never used Twitter before the winter of 2010, the harshest winter of the last 50 years. As a few other councils had realised, social media proved to be the best way to keep residents up to date with school closures, gritting updates and changes to council services.

As North Lanarkshire realised, there are a number of issues and risks which need to be considered when providing services via the organisation’s social media accounts, all of which CrowdControlHQ has been able to help it to manage.

Engaging directly on Twitter was not without difficulties, as the team had to take in and respond to a great volume of tweets, many of them containing criticism from frustrated residents. However Twitter soon proved its worth, and took pressure off the customer contact centre, which remained busy, but without the call queues that the council would expect to experience during such a busy time. Two years later, North Lanarkshire’s use of Twitter during winter is making people feel more positive about the council overall.

As more people were asking us questions on Twitter, we started to realise this was a job that had to go beyond the comms team.When someone would ask about garbage collection days in a certain area, the comms person had to go as ask someone else. Soon we realised it could all be streamlined if the customer contact team had direct access to respond on Twitter.

Stephen Penman, head of corporate communications & marketing

As North Lanarkshire realised, there are a number of issues and risks which need to be considered before granting multiple users access to the organisation’s social media accounts, all of which CrowdControlHQ has been able to help it to manage.

How CrowdControlHQ helped

By using CrowdControlHQ, North Lanarkshire has a tool that allows it to expand social media usage across the council while maintaining central control. Departments can monitor online conversations and gauge the audience’s reaction even when they are not addressing it directly. This has improved services and avoided issues that might have serious consequences.

Security is no longer an issue as using CrowdControlHQ allows North Lanarkshire to secure passwords and limit access, supplies an audit trail, analyses activity of users and alerts. By setting up keyword dictionaries, accounts are monitored constantly and offensive or abusive content is either removed automatically or sent for review by members of the team.

CrowdControlHQ’s Buzz Monitor enables North Lanarkshire to listen and respond directly to conversations across blogs, Facebook, Google+, news sites, Pinterest, and Twitter.

In a crisis situation such as an accident or a natural disaster, social media is the fastest channel to mobilise the public. With CrowdControlHQ, messages can be pushed out at the same time on all channels. CrowdControlHQ’s specialist team provided key support throughout the implementation, offering high quality of training and after care.

Download the full North Lanarkshire Council case study

Find out more about each module

Contact Centre

Contact Centre

An easy-to-use, multi-channel customer contact interface
RiskManagement

Risk Management

Schedule inspections and manage reporting
Communication

Communication

Configure messages for any group using any channel
BookingsAppointments

Bookings and Appointments

Create any type of booking or appointment
Waste

Waste and Recyling

Manage all aspects of refuse and waste management
ContractsLicensing

Contracts and Licensing

Configure, deploy and manage contracts
Crowd Control HQ

Crowd Control HQ

Enterprise-level social media risk management
Customer Digital Access

Customer Digital Access

A comprehensive customer self-service platform
Mobile Worker

Mobile Worker

Eliminate the need for paper work orders or task sheets
Case Management

Case Management

Systematically manage a case from creation to closure
ServiceLevels

Service Levels

Design and deploy any type of service level templates

Download the Ultimate Guide to Channel Shift white paper

Thank you for your interest in our Ultimate Guide to Channel Shift white paper. Please complete this form and click submit in order to access the white paper. We hope that you find it useful. 

×
Download the Social Media Risk Management in the Public Sector white paper

Thank you for your interest in our Social Media Risk Management in the Public Sector white paper. Please complete this form and click submit in order to access the white paper. We hope that you find it useful. 

×
Book a demo or ask a question
×
Download our FREE Mobile Working ebook
  • Ten reasons why UK local authorities should invest in mobile working
  • How your staff will benefit from a move to mobile working
  • How to effectively manage the risks associated with mobile working
  • How Stafford Borough Council implemented an effective mobile working strategy
We respect your privacy. Your information is safe and will never be shared.
Don't miss out. Download your free ebook today.
×
×
WordPress Popup Plugin