Lady in front of computer displaying data plot

Social media analysis offers government organisations valuable insight. Credit: iStockphoto

Better social media engagement for government

Our early adopters reference group is a community of government innovators with access to prototypes of our newest social media monitoring and analysis tools. The group started in August 2012.

  • 5 July 2012 | Updated 1 March 2013

Background

Social media is a rich and valuable source of information about customer experiences and opinions. It can help governments tailor services to customer needs and improve the way they deliver services.

This includes emergency response managers who can use social media platforms such as Twitter to obtain near-real-time information about real-world events, particularly during disasters.

However, monitoring and analysing posts on Facebook, Twitter and blogs can be very resource intensive.

"We are planning to use Vizie to inform our evaluation of our communication efforts, so that we can ensure we are connecting with as many people as possible on issues that mean something to them."

Professor Allan Fels, AO, Chair, National Mental Health Commission

Social media monitoring and analysis

We have developed software tools that support social media monitoring and analysis. We’re developing these tools further with input from innovators in the government sector via an Early Adopters Group.

These technologies draw on our skills in:

  • textual analysis
  • natural language processing
  • data mining
  • data visualisation
  • software development

Vizie and ESA

Vizie is a social media monitoring tool designed to support engagement with customers, not just provide summaries of social media activity.

The Emergency Situation Awareness system monitors Twitter to provide early warnings of unexpected incidents, and explore the impact and implications of identified incidents across a range of disasters and crises.

If you want more information please visit the pages about Vizie and ESA.

Early Adopters Reference Group

The Early Adopters Reference Group meets regularly to discuss Vizie, ESA and broader issues in social media monitoring. The group is led by a steering committee with representatives from each of the participating organisations.

To learn more about the group or to explore and co-develop these technologies with us, contact John Colton.

Read more about Government and Commercial Services.