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Digital engAGEment : EWON case study

Digital engAGEment : EWON case study. Kate Concannon, Energy & Water Ombudsman NSW. ANZOA CONFERENCE, MAY 2014. Fact: You can’t do without one. Everyone needs a digital strategy. Connect with consumers where they are. Leverage the cost- and time-benefits of digital platforms.

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Digital engAGEment : EWON case study

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  1. Digital engAGEment: EWON case study Kate Concannon, Energy & Water Ombudsman NSW ANZOA CONFERENCE, MAY 2014

  2. Fact: You can’t do without one Everyone needs a digital strategy • Connect with consumers where they are • Leverage the cost- and time-benefits of digital platforms • Leverage opportunities to actively pursue organisational objectives

  3. Who’s online Australian internet use by age Social media use by age

  4. Where they are

  5. Fact: You can’t do without one Everyone needs a digital strategy • Connect with consumers where they are • Leverage the cost- and time-benefits of digital platforms • Leverage opportunities to actively pursue organisational objectives

  6. EWON’s digital strategy What we are trying to achieve What elements comprise the strategy How it’s working Looking ahead

  7. The objectives Encouraging dialogue with stakeholders Facilitating self-service by consumers Increasing public awareness of EWON services and consumer energy & water issues Promoting EWON’s brand image Ensuring accessibility as consumer technologies and information/ communication trends evolve Delivering on all these objectives affordably

  8. Ombudsman challenges Independence is paramount Our persona is friendly and approachable, but serious Our policy captures how we have agreed to negotiate these challenges Balancing personal nature of social media with privacy sensitivities Reputation risks: internal and external Negotiating member relations

  9. Elements of the strategy Website www.ewon.com.au Social media: Google tools: Alerts, AdWords and Analytics E-comms: e-publication, events promotion etc

  10. Website Point of contact and contact info Self service Accessibility Responsive web design 21% 12% 5%

  11. Social media www.facebook.com/EWONSW www.twitter.com/EWONSW

  12. Social media content News & promotion Themed content Shared content

  13. Social media contact Thank yous Queries

  14. Google tools Alerts Free credit listing helpwww.MoneySmart.gov.au Disputed credit listings reviewed for FREE via an ombudsman. AdWords Analytics

  15. Progress report Regular reporting on key metrics to assess and improve: Website usage and content e-Newsletters and eDMs Social media content

  16. Looking ahead Increasing online advertising budget Working with outreach to promote social media More videos Looking to learn from the experience of others

  17. ANZOA CONFERENCE, MAY 2014

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