Government Departments Excelling at Social Media in Kerala

Social media is ranked as one of the top choices for customer care all over the world. One of the basic things that can be done when people are trying to engage with your account is to acknowledge them. Acknowledging incoming Tweets or replying to Facebook comments can be enough to show an effort. 

There are hundreds of social media accounts of Government Departments in Kerala. But only a few of them are active on social media engaging with the users and responding to them.

Choosing the best Government Social Media account

So who’s doing it right? Balancing entertaining and informative content while managing an influx of public opinion and maintaining privacy and security isn’t easy.  

We have taken the following factors into consideration while arriving at the government department which provides the best social media customer care in Kerala.

• Number of likes/followers 
• Time to reply
• Purpose of engagement
• Availability on different social media channel

Here is an example of a Government department that has a brilliant social media presence. 

KSEB Facebook Page

KSEB's Facebook page leads the way in terms of social media engagement in Kerala. The Kerala State Electricity Board uses Facebook as a platform for customer service. The campaign they have undertaken to popularise the concept of the KSEB Soura scheme and the associated customer support provided to the users is remarkable.

One thing the KSEB does particularly well is making the topics easy to understand. Whether it’s through custom images, bite-sized pieces of text or videos, KSEB made sure the message comes across is clear and is easy to understand.

Engaging with your audience is also a good way to be humanistic and break the “faceless government” stereotype. KSEB account does a great job of replying to incoming messages with some personality.

In addition to it, to improve the citizen engagement on their Facebook page they have also conducted meme competition among its followers.

KSEB has a similar presence on Whatsapp (9496001912), Twitter and Instagram as well. The officers and helpdesk of KSEB are also active on Tesz to answer the queries related to KSEB.

KSEB is a perfect example of how government organizations can use various social channels in a unified strategy to engage and build a stronger community on social channels.

FB Messenger of Civil Supplies Department

Consumers continue to demand better one-to-one social experiences. As a result, the five top messaging apps users now easily eclipse traditional social network users worldwide. So government departments also have to adopt more personal channels of communication for citizen support services.

One department in Kerala that is providing top-notch one-to-one customer service round the clock is the Civil Supplies Department through their FB messenger. We can personally vouch for their efficiency as all of our questions were answered by their team immediately irrespective of whether it is asked in office hours or not.

Not only through the FB Messenger, but Civil Supplies Department also engage with the citizens through their FB page as well. The queries of the public are being replied by the departments, as comments for the posts on the page.

Detailed information is provided to the user so that there is no chance of ambiguity for the person who asks the questions.