Presentation at the 2012 Government Web and New Media Conference

Short, Sweet, and Helpful: Five Strategies for Delivering Excellent Customer Service via Social Media
Writing high quality social media content is never as easy as it looks. Writing content that meets customers’ needs in words they can understand is hard enough, but doing so in under 140 characters is the ultimate writing challenge. This session will offer strategies for answering customers’ questions and solving their problems by writing high-quality Facebook wall posts and Tweets. Learn how government agencies are using social media to help customers and to reduce the number of calls and e-mails coming in to the contact center.