On The Australian the Queensland Police Service outlines how they used Facebook to proactively deliver news during the recent Queensland floods.
What stands out is the way the usually conservative QPS embedded social media into their daily processes. Social media was no longer an afterthought to keep Gen-Y’s entertained but a part of their core news delivery strategy. From these processes came faster delivery of news in a rapidly evolving crisis.
Managing Facebook and Twitter didn’t cause a spike in the media unit’s workload, but changed its responsibilities to include monitoring user-generated comments. “We’ve integrated social media into our ordinary (daily) 24-hour processes,” Charlton says.
And that’s something I’m yet to see agents achieve. All too often Facebook and Twitter is left to the whims of sales people or the receptionist when it could be used as a way to create efficiencies and improve customer service.
Have you seen an agency using social media for more than just pimping out listings? If so please share the story in the comments below.
Photo: martinhoward
