Managing the digital communications team at Brighton & Hove City Council (BHCC), I had responsibility for their social media channels, including Twitter and Facebook. BHCC had over 48,000 followers on Twitter, and I frequently managed the day to day answering of enquiries and proactive Tweets using both Hootsuite and Musterpoint.
For example, I led on developing all of the Tweets for the BHCC annual public health report, working with design to create images to be tweeted, and then reporting on the impact of the campaign back to the public health department.
I worked on a new customer help section for the MORE THAN website. Using call centre data, we discovered people often called up asking the same questions. The aim was to answer these questions online, allowing users to self serve and therefore reducing call centre traffic.