Postal Service’s Use of Social Media – 13RG007MS000
- Directorate:
- Sales / Marketing
- Program Area:
- Sales/Marketing
- Responsible Postal Official:
- Start Date:
- 12-11-2012
- Estimated Report Date:
AUDIT OVERVIEW
The use of social media (i.e. internet forums, blogs, Facebook, Twitter, etc.) is becoming an increasingly popular business tool for communicating new information to employees and members of the public as well as a venue for receiving and addressing customer complaints. Additionally, these sites and other online communication mechanisms can be used for the proposal of unique ideas from an undefined public – much similar to crowd sourcing.
Currently the Postal Service has a web presence on its public websites, a Twitter page, a Facebook page, and a youtube dedicated channel. In addition, the Postal Services has a monthly podcast to highlight Postal Service news, events and activities. These social media forums are used to reach all persons with any interest or stake in Postal Service affairs. There is some concern that these sites are not being used to their full potential to interact with these stakeholders, and comments received through these public forums are not being properly addressed.
This audit will evaluate the Postal Service’s current use of social media and identify potential opportunities for enhancement of this widely used business tool.
There is great opportunity to expand the use of these applications at the customer service level. Will field managers welcome expanded use of these. Not very likely. Many managers are aware of the “draconian” ASM changes to the use of social media that took place on October 20th 2011. When use of these applications carry the caveat of “being fired” if an upper level manager feels the wording was inappropiate a smart manger will do everything in their power to avoid these programs. None of the senior mangers I know even admit they work for the postal service on their personal pages etc…
The firm estimates that Apple shipped 17.7 million iPhones of all kinds to U.S. buyers in the October 2012 to December 2012 period, meaning it accounted for one in three new phones.
Source: WSJ 02/01/13
Are you seeing this? Talk about penetration!
Thank you for your added perspective. We are looking into how to better leverage the Postal Service through social media. There is definitely a “market” to reach through that forum.
I think you should look at the numbers. How about those Tweet numbers!!! 2 Billion every two days!! Get with the program…
http://www.c-spanvideo.org/program/ElectionsandTe
Thank you for sharing this link with our team, we will certainly take a look at it.
So did you guys get that? I wanted to make sure it was not too hazy? Sometimes my comments appear brusque.
So you got Ms. Finn’s, Twitter, comments right?
“A Billion Tweets every two days”!**
And, Ms. Nelsons, Microsoft, comments right?
“Marking the Ballot using tablets, etc…”
Among other comments about no more election day as we lnew it. And, voting machines, and registering, and ballots…
** My original post was inaccurate.
Please be sure to include the Postal Service’s first and longest-running foray into social media: Your Postal Blog.
It is now here: http://yourpostalblog.wordpress.com/
Earlier it was here: http://yourpostalblog.blogspot.com/
Began as a pilot test by the Postal Service’s Corporate Communications team domiciled in the Western Area — the same team that created and produces the monthly Your Postal Podcast — Your Postal Blog has posted every weekday since April of 2008.
Teresa Rudkin
Manager, Corporate Communications
Western Area
Thank you for sharing this link with us.