public service

Highway 5 washout

What is Involved in Social Customer Care for a 1 in 2000 Year BC Flood

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood”. As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social …

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Celebrating Social Media Day

World Social Media Day – Public Sector Edition

World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. First, a Social Media Day definition from NationalDay.com: “World Social Media Day was launched by Mashable on June 30, 2010. …

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Russel being interviewed

Behind the Scenes of Government Social Media Customer Care

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. “Yes, but what do you do? Aren’t you just tweaking on faceplant?” – actual quote from my dad. Thanks, Dad. To be fair, I regularly explain my role, …

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