Members of the public don’t always understand how an organisation works and is structured internally. People think of ‘the council’ or ‘the police’. It’s common on Facebook and Twitter for a wide range of enquiries and reports to come to general accounts or even the wrong team or department.
MusterPoint offers a quick and easy way to triage and assign enquiries to different teams or individuals with a clear internal audit trail.
One example is a council who are a client; they use MusterPoint to pass on reports of fly-tipping. Information and photos are sent to the main council account and within MusterPoint the customer service team assign them to the Environmental Services Team to deal with.
Team or Individual Notifications
You can set up MusterPoint so that notifications go to a team email address rather than an individual so there’s no need to spend time checking if a particular person is in the office. It is very clear for people who have been assigned a message to see at a glance what they need to pick up.
All assignments carry a date and time stamp, and you can view a report of all assignments and how long they took to be dealt with, see any that are outstanding, and who should be dealing with them. This list can also be exported as a pdf or csv file for reporting purposes.
Triaging enquiries in an emergency
In an emergency or crisis this ability to triage could be invaluable. You could have a dedicated social media role for someone to deal with incoming messages who assigns and tags them in a way that most effectively helps you and your organisation deal with the situation. This might be as simple as tagging anything linked to the event in question, or assigning non-urgent non-incident related queries to a team who have capacity to deal with them. It will also make evaluating after the event so much easier.
Ideas to try
- Assign posts for response to other teams within your organisation
- Check outstanding assignments and your options for reporting on how assigned posts are dealt with
- Create tags for different service areas so you can report on volume of enquries and look at patterns
- Check how you have your MusterPoint notifications set up - could you switch from individuals to teams or vice versa.
- Share your tips - let us know how you use MusterPoint to triage.