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Hamilton County Department of Job and Family Services has begun testing live chats as a way to connect with the public
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Shared Services
Online Chats: A new way
to communicate with key audiences
• Mike Boehmer, Senior Public Relations Specialist• Jason Brown, Web Developer
Today’s Presentation
• Goal of online chats
• Review of chats
• What we’ve learned
• Using Bold Chat
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Goal
• More open and accessible to:– Customers– Social service partners– Family members of clients– Taxpayers
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Review• Internal test with Intranet authors (April 2008)
• External test with online newsletter readers (May 2008)
• External chats– May 29, Child Support
• 7 participants, 12 questions, 66 views
– June 12, Foster Care/Adoption• 1 participant, 3 questions, 19 views
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Review• External chats (continued)
– July 9, Child Support• 8 participants, 20 questions, 95 views
– July 15, Foster Care/Adoption…• 3 participants, 24 questions, 31 views
– July 30, Medicaid, food stamps, OWF• 13 participants, 23 questions, 51 views
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Review
• External chats (continued)– Aug 20, Child Support
– 19 participants, 36 questions, 125 views
– Sept. 10, Foster Care/Adoption– 0 participants, 0 questions, 49 views
– Sept. 24, Medicaid/food stamps/OWF– 28 participants, 40 questions, 147 views
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Review• External chats (continued)
– Oct. 1, Workforce Development• 5 participants, 8 questions, 77 views
– Oct. 15, Child Abuse• 2 participants, 1 question, 31 views
– Oct. 22, Child Support• 8 participants, 18 questions, 72 views
– Oct. 29,Child Care• 5 participants, 6 questions, 59 views
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Review
• External chats (continued)– Nov. 5, Workforce Development
• 6 participants, 5 questions, 53 views
– Nov. 13, Adoption/Foster Care• 2 participants, 5 questions, 40 views
– Nov. 26, Medicaid/food stamps/OWF• 7 participants, 11 questions, 133 views
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Review
• External chats (continued)– Dec. 3
• 19 participants, 33 questions, 71 views
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Participants
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Promotion
• Web site
• Newsletter
• Press release
• Social media (Twitter, podcast, RSS)
• Waiting room fliers
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Drawing positive attention
• Media coverage
• Other counties
• State panel
• Regional
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Lessons learned
• 10-11 a.m., Wednesdays, works best
• Fill in with Q/A during slow times
• Takes time to build momentum
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Software: Bold Chat $29 per month
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Bold Chat-Operator view
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Bold Chat – Visitor view
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Child Support chat
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