Cheshire Fire and Rescue Service is using a social media risk management and compliance platform from CrowdControlHQ to monitor and govern its corporate social media accounts including Twitter and Facebook. More than 30 users across the Cheshire Fire and Rescue Service access corporate social media accounts via the platform’s central dashboard.
There has been an increase in engagement witnessed across all accounts in the last two years which has seen the number of Twitter followers double to over 17,000.
Cheshire Fire and Rescue Service uses social media for two-way communication with residents and county stakeholders, including other Fire and Rescue Services and local Government officials businesses as well as schools in the area.
CrowdControlHQ was selected for the central management of the Fire and Rescue Service’s social media activity following research and a presentation from the company.
Caroline Jones, digital and media services manager at Cheshire Fire and Rescue, explained: “We chose CrowdControlHQ for the level of control and analytics that the company’s solution provides. We wanted a platform where we could allow multiple people to post to corporate accounts. CrowdControlHQ does that safely and securely and it gives a history of all activity, for example who has posted to what and where. Information like that is important for audit purposes.”
Management from a single point
Using CrowdControlHQ makes it possible to manage corporate social media accounts from a single point. Cheshire Fire and Rescue Service chose to have just one account for each social media channel rather than each fire station or areas of the service posting to individual accounts. This means it’s easier for the public and other stakeholders to receive updates by finding, following and commenting on corporate accounts rather than multiple social media accounts for different fire stations across the region.
Jones continued: “Social media is a great way to communicate with the public. Where there are incidents throughout the day it’s really easy, thanks to the central control in CrowdControlHQ, to publish a Tweet or post a message on Facebook and to then plan Tweets for the weekend. Recently, in just 28 days we had 437,000 impressions and posted 168 Tweets. The management team takes social media very seriously and fully supports it as a communications channel.”
Cheshire Fire and Rescue Service also promotes other Fire and Rescue Services’ campaigns and champions national safety initiatives such as the annual road safety campaign using Twitter and Facebook, with links to a web page. CrowdControlHQ is used to plan Tweets and posts in advance and then measure the success of campaigns using the analytics generated.
James Leavesley, CEO at CrowdControlHQ, commented: “We have seen a variety of social media strategies emerging across Emergency Services providers tasked to drive communications objectives. For some, the emphasis is on single channel or multi-responders while others may adopt a multi-channel or in some cases a partnership-style approach. However, what consistently underpins all the strategies we see is the need for more brand representatives to become involved in delivering messages to the public, raising the reputation risks associated with delivering complex public engagement. Using a risk and compliance platform gives organisations the confidence that they can manage and respond to social media communications effectively, consistently and in a timely manner.”
About Cheshire Fire and Rescue Service
The Cheshire Fire and Rescue Service is led by the Chief Fire Officer and the Service Management Team. It has 25 fire stations, four community safety centres, three community fire protection offices and a headquarters based in Winsford.
The Fire and Rescue Service responds to emergency incidents – known as Emergency Response (ER) – across the four unitary council areas of Halton, Warrington, Cheshire East and Cheshire West and Chester.
*For more information visit: www.cheshirefire.gov.uk
CrowdControlHQ is one of the UK’s leading social media risk management and compliance platforms built for enterprise. It’s web-based software used by public and commercial organisations to support employees wishing to optimise their social media engagement delivery.
CrowdControlHQ provides tiered access and specialist control features to help manage the reputation risk associated with the delivery of social media in complex, multi-user, multi-campaign and generally busy customer service environments.
It’s a venture capital-backed British business servicing over 125 clients with over 10,000 users. Clients include Experian, Serco, Welsh Water, the Greater Manchester Police and Arriva.
*Additional information is available at: www.crowdcontrolhq.com