Using Digital Tools to Engage Customers Sara Verrillo Digital Media Specialist Atlantic County Utilities Authority (ACUA)
Using Digital Tools to Engage Customers
Sara VerrilloDigital Media SpecialistAtlantic County Utilities Authority (ACUA)
WHY?
Customer Service
Education
Transparency & Good PR
Brand Differentiator
Thought Leadership
Recruitment
Traffic
WHAT?
Website
• User-Friendly • Responsive• Attractive Design• Updated Content
Engaging Website Attributes
Blogging
BLOG
Dive deeper into hot topics
• Become a thought-leader• Share your news• Great for long-form content• Great for SEO
Dive deeper into hot topics
Highlight LocalEfforts
Share Your Story
Social Media
• Still the most popular!• Share photos, videos,
articles, upcoming events• Create groups• Best for connecting with your
local community
Facebook Users
• 79% of all U.S. adults are on Facebook
Cons
• Your followers may not always see your posts
Facebook Groups
• Great way to connect with specific groups of people
• Ensures anyone in the group will see the posts you share
Atlantic County ObLITTERaters123 Members
• “Tweet” limited to 280 characters
• Use “hashtags” to search for and identify tweets
Twitter Users
• Reporters and news outlets
• Industry peers• National and local
Best For
• Connecting with peers, reporters
• Staying updated on news
Cons
• Feed updates so quickly• Character Limit
Instagram Users
• Image and short video platform
Instagram Users
Instagram Users
• Over 90% of users under the age of 35
Best For
• Connecting with younger audience
• Sharing behind-the-scenes photos or videos
Cons
• Can’t put live links in your comments
• The professional social media platform
• Online resume for individuals• Recruiting tool for companies
LinkedIn Users
• Professional organizations
• Industry peers • Future Employees
Best For
• Promoting your skills• Connecting with peers• Sharing updates or
industry news
Snapchat
• Record and sendshort videos/ photos
Snapchat Users
• 71% of users under age 34
Best For
• Sharing behind-the-scenes video
• Creating custom GeoFilters
Examples
GET STARTED
What You’ll Need
• Dedicated person or multiple team members
• Technical knowledge and creativity
• Smartphone or camera to take photos/video
Know What You Can Handle
• Decide which platform is the best for you and try that first
• Add others as you feel comfortable
CREATINGCONTENT
Items and FAQs
Engage residents – just ask!
Use the Calendar as a Guide
Use the Calendar as a Guide
Use the Calendar as a Guide
Videos
Experiment with short or live videos to explain processes
Connect with the Community
Follow community members, promote your profile name
Promote and Use Hashtags
Find & Share Industry News
Use hashtags for research, search
#recycling
Contests
Advertising
Facebook has greatest reach for
little cost
HELPFULTIPS
Always Remember to…
• Be relevant to your community
• Try something new, measure and reevaluate
• Recycle (content)
Resources
Photo Editing/Video:– Canva
– Picmonkey
– Adobe Spark
– GifLab
– VidLab
– iMovie
Scheduling:– Buffer.com
– Hootsuite.com
Other:– Government Social
Media Organization -GSMO.org
– Buffer social media blog
Connect with Us!
www.acua.comFacebook.com/ACUA.Green
Twitter.com/ACUA_GreenInstagram.com/acua_green