Vizie helps goverment agencies listen and respond to customers' comments on social media. Photo: iStockphoto
Vizie provides social media monitoring to identify customer needs
Our social media monitoring tool Vizie is transforming the way government agencies listen to, understand and respond to customer feedback from social media.
14 April 2011 | Updated 22 April 2013
Social media is full of valuable information about customer experiences that can help governments tailor services to the needs of citizens and add value to the way they deliver services.
We're working with a number of government agencies to explore new social technologies as flexible ways to reach customers and provide them with the information they need.
"We're hopeful the system will begin to learn what items we follow up and those we don't, and eventually begin to assign a priority ranking to move those higher up the list."
Mr Hank Jongen, General Manager Communication, Department of Human Services
Social media gives government departments and businesses more channels to listen to customers,
tailor services for customer groups, identify issues of concern and
respond to customers in a timely manner.
But with so many social media channels it becomes difficult and time consuming for organisations to monitor customer feedback.
Vizie is a CSIRO-developed social media monitoring tool, originally developed with the Australian Government Department of Human Services Digital Media team.
The software, based on our research in text analysis, searches multiple platforms for defined keywords and decides which tweet/blog/post is relevant, distinguishing between an accidental mention and text where the department is the focus.
Vizie sorts the social media posts, which helps identify 'hot topics' which are being discussed more often at a particular time.
Only publicly-available social media data and metadata is used.
A unique feature of Vizie is its visualisation component.
A river graph represents the retrieved posts in a simple overview so that staff can instantly see the 'hot topics' and how they are changing over time.
It also allows them to isolate the original post in order to discover its context.
Engaging with customers
Unlike other social media monitoring tools, Vizie is designed to support engagement with customers, not just provide summaries of social media activity.
Prior to using Vizie, the Digital Media team at the Department of Human Services spent time conducting manual searches or using multiple off-the-shelf monitoring tools to track customer feedback on social media.
Vizie allows staff to prioritise posts, identifying which posts most
need follow up comments to prevent the spread of misinformation.
Staff provide a response or clear up a
misunderstanding quickly, pointing the customer in the right direction
to the information they need or helping to direct their concerns to the right area.
Vizie alsoallows staff to track these activities once they have responded to a
post – which means there is no duplication of work across the team.
Partner with us
We're interested in working with companies and government departments who would like to use our Vizie software.