Social Media Monitoring

I monitored the City of Surrey’s social media channels from 2015-2016. I responded to social media comments, complaints, questions and suggestions on City of Surrey’s Facebook, Twitter, Instagram and Youtube channels

My Role

• Created training documentation for how to respond on social media externally and internally
• Created tracking spreadsheet of all social media questions answered
  

Results

• Responded over 1500 times (approximately 1 year)
• Tracked questions and data was used as user research for web and digital projects
• Consistency in team responses in voice and tone, regardless of who on the team is responding
• Intranet articles were well received (likes, staff responses, etc.)  and often some of the top posts on the intranet