Live online chats at government social services agency

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Hamilton County Department of Job and Family Services has begun testing live chats as a way to connect with the public

Transcript

  • 1. Online Chats: A new way to communicate with key audiences
    • Mike Boehmer, Senior Public Relations Specialist
    • Jason Brown, Web Developer
    Shared Services
  • 2. Todays Presentation
    • Goal of online chats
    • Review of chats
    • What weve learned
    • Using Bold Chat
    Shared Services
  • 3. Goal
    • More open and accessible to:
      • Customers
      • Social service partners
      • Family members of clients
      • Taxpayers
    Shared Services
  • 4. Review
    • Internal test with Intranet authors (April 2008)
    • External test with online newsletter readers (May 2008)
    • External chats
      • May 29, Child Support
        • 7 participants, 12 questions, 66 views
      • June 12, Foster Care/Adoption
        • 1 participant, 3 questions, 19 views
    Shared Services
  • 5. Review
    • External chats (continued)
      • July 9, Child Support
        • 8 participants, 20 questions, 95 views
      • July 15, Foster Care/Adoption
        • 3 participants, 24 questions, 31 views
      • July 30, Medicaid, food stamps, OWF
        • 13 participants, 23 questions, 51 views
    Shared Services
  • 6. Review
    • External chats (continued)
      • Aug 20, Child Support
          • 19 participants, 36 questions, 125 views
      • Sept. 10, Foster Care/Adoption
          • 0 participants, 0 questions, 49 views
      • Sept. 24, Medicaid/food stamps/OWF
          • 28 participants, 40 questions, 147 views
    Shared Services
  • 7. Review
    • External chats (continued)
      • Oct. 1, Workforce Development
        • 5 participants, 8 questions, 77 views
      • Oct. 15, Child Abuse
        • 2 participants, 1 question, 31 views
      • Oct. 22, Child Support
        • 8 participants, 18 questions, 72 views
      • Oct. 29,Child Care
        • 5 participants, 6 questions, 59 views
    Shared Services
  • 8. Review
    • External chats (continued)
      • Nov. 5, Workforce Development
        • 6 participants, 5 questions, 53 views
      • Nov. 13, Adoption/Foster Care
        • 2 participants, 5 questions, 40 views
      • Nov. 26, Medicaid/food stamps/OWF
        • 7 participants, 11 questions, 133 views
    Shared Services
  • 9. Review
    • External chats (continued)
      • Dec. 3
        • 19 participants, 33 questions, 71 views
    Shared Services
  • 10. Participants Shared Services
  • 11. Promotion
    • Web site
    • Newsletter
    • E-mail
    • Press release
    • Social media (Twitter, podcast, RSS)
    • Waiting room fliers
    Shared Services
  • 12. Drawing positive attention
    • Media coverage
    • Other counties
    • State panel
    • Regional
    Shared Services
  • 13. Lessons learned
    • 10-11 a.m., Wednesdays, works best
    • Fill in with Q/A during slow times
    • Takes time to build momentum
    Shared Services
  • 14. Software: Bold Chat $29 per month Shared Services
  • 15. Bold Chat-Operator view Shared Services
  • 16. Bold Chat Visitor view Shared Services
  • 17. Child Support chat Shared Services