Ministry of Justice embrace social networking & gets results from web chats
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During the web chat employees discussed the issue of learning within the work place. This was broadcast over the Internet rather than the internal network, to appeal to a wider audience.
• Ministry of Justice engaged staff in new ways whilst trialling new technologies.
• Within an hour of launching 1,000 respondents had asked 150 questions about learning opportunities within the department.
Jeremy Gould, head of internet communication for the MOJ, observes 'The web chat seemed like a great way for us to engage in open discussion with all staff on a subject which affects our working life within the department. We know it would be impossible for us to adequately monitor the content of the live chat ourselves, so we decided to bring in professional help.''
Gould decided to look for a professional moderation company to assist the MOJ with its web chat function. He identified Chat Moderators through its previous work with the Department of Health. It was important to the MOJ to work with an organisation that had previous experience and a track record in the public sector. Gould had previously contacted Chat Moderators when he was looking into setting up an online forum. The forum never went ahead but he remembered Chat Moderators' experience, expertise and reputable client base. This made them the perfect candidate to run the web chat.
Chat Moderators started working with the MOJ in February 2008 and the first web chat was launched in July 2008. The web chat was hosted by Chat Moderators at their offices in London. This was because they were able to accommodate the VIP guests involved and take the pressure off the MOJ by doing so.
Chat Moderators provided the moderation and software to enable the web chat to go ahead without a hitch. The specialist VIP web chat software and high bandwidth provided by Chat Moderators allowed for thousands of concurrent users to be involved without incident.
Within an hour of launching 1,000 respondents had asked 150 questions about learning opportunities within the department.
During the moderation process three members of the Chat Moderators team were involved. A producer; to run the event and deal with any issues which may arise, a typist; to type the VIP guest's dictated answers and a moderator; to choose the most relevant questions to ask the guests and look out for any inappropriate comments.
The web chat was a complete success. The two board members were extremely happy with the results and the permanent secretary is to make them a regular event. Another web chat is now scheduled for mid-October.
Gould recaps on the service delivered by Chat Moderators, he explains, 'They were brilliant, delivering exactly what we required from them in a professional and efficient manner. Companies that feature user generated content (UGC) on their websites should consider how they can manage potentially damaging, abusive or inappropriate comments. Chat Moderators took the risk out of setting up the web chat and helped us to fulfil our original objective of engaging our staff in a new way whilst testing out new technologies in the process''.
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