Establish and online community for the highly contentious National Broadband Network rollout, allowing people to discuss and share concerns and ask the government direct questions, while avoiding exposing the department to undue criticism.
Create an NBN Facebook community sharing news and updates together with a bespoke ‘Q&A’ app allowing people to ask questions directly and search most common concerns. We provided social media training and ‘Rules of Engagement’ manual for internal community managers. We also conducted a 12 month social media listening report to monitor sentiment and tone of conversation.
Facebook community grew rapidly with NBN app fielding thousands of questions to date with conversation and sentiment remaining positive. NBN senior management now has ‘buy in’ into Facebook community with three additional community mangers being hired and trained up.