Social insight into action

Hi all

HM Revenue and Customs (HMRC) is one of the largest government departments here in the UK (not dissimilar to the US’s IRS).

One of the areas of digital we have developed is ‘social listening’ (what the blog world, Facebookers, Tweeters etc are saying about us – with feeds pulled together into a ‘digital dashboard’ ).

Our next phase of activity is what we are calling ‘social insight into action’. In this work we would like to add additional feeds from eg our call centres (re calls analysed by subject etc) and then develop a strategy for what ‘action’ we take if any (eg do we ‘engage’ by responding to the above).

My question to govloop colleagues is – is anyone else looking at social insight into action. If so to what effect, what are the resource implications etc?

By the way, I have seen the helpful USAF ‘digital engagement flowchart.



Head of Digital Communications, HM Revenue and Customs.


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