Engaging with the community through social media and technology -Dionne Lew-Director, Corporate CommunicationsAugust 2011

Who are VicRoads?

Knowing the customer

? Who are our customers?? What do they want from us?? How do they want it?? When?

Old meets new

? Traditional marketing

? New and emerging technology and channels

? 10% of our web traffic is from mobiles– Expected to be 50% in

2013

The result

? Social media strategy

? Policies

Digital Strategies

Direct Route to Licence Town

Gaming

Online campaigns

Stretching the elastic

Medical

Air traffic

Facebook

Melbourne International Film Festival

2010

2011

Customer service

? YouTube

– Multiple languages

– Drive online transactions

Burmese Mandarin Spanish

Vietnamese

Arabic

Stakeholder Engagement

Hoddle Street Study

? http://hoddlestreetstudy.com.au

Procurement

? Two-way communication/transparency

Facebook and twitter

Traffic

? VicTraffic

? LiveDrive

? Clearways app – SmartPark

? www.vicroads.vic.gov.au/apps

Outcomes

Where we are at

? 210% increase in demand from mobile phones in 2010

? 640,000 YouTube views

? 1,487 followers on twitter

? 720,000+ visits per month

Coming soon

? Emergency map? Cyclists’ app? Freight app? Move transactions online? Online logbooks for learners