Carin Springelkamp (social media trainer) in front of the city hall of the Municipality of Eindhoven - photo by Imagehunters.net.
Carin Springelkamp (social media advisor) in front of the city hall of the Municipality of Eindhoven – photo by Imagehunters.net
Since the summer of 2012, Carin has started a Facebook page and webcare is divided over 3 people, so that there is always occupation. She is convinced that "if you are not on Twitter yourself, you should not do it for business. Learning is much more difficult then. First understand how it works and then you can join in the conversation. Webcare seems so easy, but it absolutely is not."
“It is getting busier and busier. There is one person from Communications south korea mobile phone number list working on it every day, always supplemented by someone from the Customer Contact Center. If something comes in that is typical for the KCC, the KCC employee on duty looks at what needs to be done with it. They then respond via a memo in Coosto and we make a tweet of it.
We are still editing that, but soon the KCC will send tweets itself. And we do that during the opening hours of the physical counter, I don't expect (yet) that people will look at it during the weekend. I do that myself, and I'm not the only professional idiot. But the question is whether people really expect that from the municipality?"
In politically sensitive issues, the webcare team will email the relevant official or call them, “because the caller is always faster”. The process is the same as for a press question; these must also be answered quickly and adequately. The majority of tweets are about public space. Normally, you do not always hear anything about the process between your report and the possible solution. However, the Municipality of Eindhoven will immediately send you a message on Twitter about what is happening with your report.