GovDeliveryUsing Multi-Channel Communication in an Avoidable Contact Strategy

Version: May 2011

Dave WorsellDirector, Government Solutions

dave.worsell@govdelivery.com0207 993 5595 / 07500 902 516

www.govdelivery.co.uk

Achieving your mission...

From Norwich to NASA…

Over 430 government entities use GovDelivery to send almost 370 million messages to the public each month

Personalisation…

GovDelivery allows website visitors to subscribe to information of specific interest to them, creating a personalised portfolio of

important information.

Information available for subscription can be anywhere on the web, for example, your Website, YouTube, Twitter, Blogs, Flickr, other

public websites....

All in one Place…

Make subscriptions relevant…

Offer multiple links across all your pages & channels to maximise subscriptions

Cross promote your content…

A typical user will subscribe to multiple topics in addition to the one they originally came for

SMS and Voice to Text alerts are also available

SMS alerts available for selected items

Topics can be configured to post automatically to Twitter and Facebook

Let your subscribers take control…

You can override preferences e.g. if emergency alerts are required

100% opt-in service where the user is in control. Unsubscribe rates are very low.

Surveys, Questions and Tailored Alerts…

Optional questions allows the collection of additional information to support filtering and more effective targeting of communications to specific audiences or groups

Information all in one place...

The GovDelivery network has helped some clients achieve 1,400% subscriber growth.

You become a portal to other related public information. This increases value to your users.

Items you could offer…

• Waste and Recycling reminders

• School snow closures

• Severe weather alerts

• Education news

• Sports centre opening hours

• Community updates

• Youth events and activities

• Library information

• Transportation updates

• Adult Social Care

• Crime Statistics/Updates

• Housing information

• Trading Standards warnings

• Council news and PR

• Newsletters / Campaigns

• Restaurant hygiene reviews

• Support for emergency communications

Integration with back office systems…

• Customer contact (CRM)

• Leisure services and booking systems

• Library management systems

• Benefit systems

• Social care systems

Local Authority Updates Content

in Key Topic Areas

(e.g. News, Press Releases, Jobs,

Missed bins, Transport, School closures, Crime,

Housing, …) Information Made Available for Easy Reposting to Social Media

GovDelivery Sends Update to Subscribers simultaneously via

multiple channels

Email

RSS

Widget

Wireless/SMS

Social Media

Automating Communication…

GovDelivery retrieves RSS from website

Manual entry through web interface

Send Information to GovDelivery via Web Service API

GovDelivery monitors website(s) for changes

GovDelivery Receives Information from Local Authority

GovDelivery retrieves email and resends content to subscribers

GovDelivery monitors social media channels for changes and posts

Incorporate your eNewsletters...

Share your Messages…

Advanced System Features

Subscriber Receives Email

View as a Web Page shows

“Tweets” and “Recommends”

Subscriber Clicks “Share This” to

repost your content.

Widgets Promote your Message…

Step 1: You send an Email, RSS update or Tweet

Step 2: GovDelivery automatically updates widgets (inc. syndicated content from other sources)

Step 3: Through sharing your widgets your audience can help you dramatically increase your reach

Include all your channels…Incorporate all your Social Media channels into your subscription items

DSA Subscriber Results (28,736):•44% selected YouTube updates (12,757) •25% selected daily digest of “Tweets” (7,303)•Direct Follows: YouTube (1,549), Twitter (3,676)

Measure Reach . . .Comprehensive dashboard

allows analysis of messages sent. Data can also be exported

for external processing

Effectiveness – reach more people

Increase your communities access to timely and relevant information

• Reach dramatically more people than any other system

• Deliver messages more frequently and effectively

• Improve satisfaction – subscribers are more satisfied as

information is personalised to meet specific needs

• Highly effective for emergency communication

Efficiency - automate complex communications

Maximise your return on investment

• Save communication staff time by automating complex

communication across all channels

• Save money by creating more-efficient way of reaching the public

• Promote channel shift and reduce avoidable contact

• Deploy quickly with no risk – save support staff time

Engagement – increase interaction to drive your mission value

Provide the most value for the public and government

• Create a built-in, active community audience

• Drive more traffic back to your websites to promote use of transactional

and engagement services

• Integrate with social media to allow efficient posting of messages to

engage your community in familiar channels

• Widget capabilities allow sharing of content on other websites, blogs, and

social media.

Questions & Next Steps...

Dave WorsellDirector, Government Solutions0207 993 5595 07500 902 516

dave.worsell@govdelivery.com www.twitter.com/dworsell Connect:

www.govdelivery.co.uk