30 days of human comms: #4 Edinburgh City Council’s out-of-hours customer servicePosted: November 12, 2017 | |
For a good three years 365-days-a-year I was a public sector account.
I realised I was taking things a bit too seriously when I insisted that Christmas Day dinner be put back five minutes so I could post a gritting alert in 140 characters.
To make the channel work, I had to become customer services, too. Why? Because I’d post a missive and be greeted with: ‘That’s great. Can you tell me why my bins weren’t emptied?’
So, for a good while I’ve admired Edinburgh City Council. They have staff who sign on as themselves and speak human.
Hi, my name is Kirsty and i will be monitoring social media today.
— Edinburgh Council Help (@edinhelp) November 11, 2017
In the evening, they also pass their account onto the out-of-hours team who sign on as themselves and monitor out-of-hours.
Be more human.