This entry was the winner of the 2014 #Talkdigital writing competition, an initiative through which the digital team of the European Commission gave the opportunity to citizens to present their ideas about institutional communication.
Digital communication is not only about communicating issues — it is also about practical help and direct social links between individuals. The EU should learn from online customer feedback products and mix it with Reddit’s AMA culture.
Let me briefly explain: Companies often use online channels to help customers and provide a service that adds real value. Take for example @DB_Bahn, @eurostar or @talktalkcare on Twitter — they provide a simple service for their customers: Ask us any question about our service and we will try and help you. Another example: Today’s digital culture could not exist without Reddit’s ‘Ask me anything’ (AMA) events. The reason why they are so successful is simple: everyone can join, it’s fun and the barriers to participate are perceived to be minimal. The EU needs to learn from these examples: Create a friendly online helpdesk that is not only useful but also easy to reach and fun to interact with.
The good news is that the Commission (and other EU institutions) already operates quite a few services that aim to help citizens to find information — but they need to be adapted to the digital age. For example, the EC’s “Europe direct” services are a great way of finding information — also on the local level. The European Commission operates a phone and a web chat service, an email enquiry service for more complex question — even with the promise of an answer within three days. However, I think those services need a better digital presence. But to make it really useful for citizens this service needs to cover “the EU” and not only one institution! Phoning the Commission or writing an email are good ways of getting in touch but in a world of digital communication we should think about more innovative methods that provide a more direct feedback experience.
So here is the idea: Create one single helpdesk website (in an ideal world for all EU institutions!) — maybe by using one of the various customer feedback management software solutions (something like uservoice) — which can cater for all sorts of citizen enquiries. This service should cover everything from finding a specific website or document on europa.eu to more elaborated questions about policies and EU law. Multilingual “AskEU” twitter and facebook profiles could be used to immediately answer the quick and easy questions. A strict policy would would need to be developed to focus on information — and not on debate. Of course not everything needs to be answered immediately, requests could also be forwarded to other services — the important thing is to keep people informed about the status of their request. By publishing all answers you will quickly develop a memory of FAQs that many people will find useful to read. The service could also host regular interactive AMA-style events “Ask us anything about directive X, policy Y or role of EP”. A new digital helpdesk service with a strong social media component could be innovative way to explain EU issues and create a new way to interact with citizens.
I appreciate you sharing this article post. Really looking forward to read more. Much obliged. Ertha Delaney Amargo
This is my first time go to see at here and i am genuinely happy to read everthing at alone place. Isabelita Harlin Wennerholn
This site truly has all the information I wanted about this subject and didn at know who to ask. Carol Perkin Craig
That is a very good tip particularly to those new to the blogosphere. Gerda Reinaldos Skolnik
Im obliged for the article. Really thank you! Much obliged. Elbertina Cecilio Rubin
I was studying some of your posts on this website and I think this website is rattling informative ! Keep on putting up. Ursuline Currey Vastah
Greate post. Keep posting such kind of info on your page. Im really impressed by your blog. Liliane Basilio Tomkin
At this time I am going to do my breakfast, later than having my breakfast coming again to read more news. Danell Alfie Haldi
Though i have learned about it but after read your articles, i just realized the amount of knowledge that i missed. Thank for your shared. Ardene Freeland Brinson
Hello. This post was really interesting, especially since I was looking for thoughts on this matter last Saturday. Caroljean Harwell Dressel
Excellent article! We are linking to this great post on our website. Cindra Ermin Shushan
Having read this I thought it was rather enlightening. Micki Coleman Thrift
I like this website very much so much wonderful info. Martelle Putnem Marutani
The colorful graphics include an Indian waiter and lots ofregardinga lot ofplenty ofassociated with moneyassociated withthe lot ofa hot curry food. Jordain Kendall Audry
Hi, always i used to check web site posts here early in the dawn, for the reason that i enjoy to gain knowledge of more and more. Gilda Corbin Cas
Hi to all, how is all, I think every one is getting more from this web site, and your views are fastidious in support of new viewers. Eulalie Richy Kasey
Major thanks for the blog post. Much thanks again. Want more. Stepha Harmon Woodman
Hi there Dear, are you actually visiting this site on a regular basis, if so afterward you will absolutely obtain good knowledge. Jill Brandtr Bowman
I was studying some of your blog posts on this site and I think this website is very instructive! Continue posting . Dynah Bink Harmonia
I really liked your blog article. Much thanks again. Great. Bunnie Nero Hiltner
After looking into a number of the blog articles on your web site, I seriously like your technique of blogging. Robinetta Abbott Nedrah
Great article! We are linking to this particularly great post on our site. Keep up the great writing. Catherin Chadd Holofernes
Our company are actually will quickly and also efficiently generate a guarantee Premium improvement manhattan. Daffi Alexander Annabel
My aunt used to bring over a tray of vanilla sponge cake. I miss her. We bake but its not the same. Amandie Lane Hekking
Searching for the best fitness watch in India under 2000, 3000, 5000 etc, this is the place where you can get the best fitness tracker in India. Roze Saul Argus
I am so grateful for your article post. Really looking forward to read more. Fantastic. Bobby Arthur Sarid
I am sure this article has touched all the internet users, its really really good paragraph on building up new weblog. Stesha Hamnet Edroi
Hello, this weekend is fastidious designed for me, because this occasion i am reading this great informative post here at my residence. Constancia Cori Lemaceon
Fantastic article post. Really looking forward to read more. Nedi Rodolfo Osman
You made some nice points there. I looked on the internet for the subject matter and found most individuals will agree with your site.
Hello! I could have sworn I’ve been to this blog before but after browsing through some of the post I realized it’s new to me. Anyways, I’m definitely happy I found it and I’ll be book-marking and checking back frequently!
You made some nice points there. I looked on the internet for the subject matter and found most individuals will agree with your site.
Hello! I could have sworn I’ve been to this blog before but after browsing through some of the post I realized it’s new to me. Anyways, I’m definitely happy I found it and I’ll be book-marking and checking back frequently!
You made some nice points there. I looked on the internet for the subject matter and found most individuals will agree with your site.
Hello! I could have sworn I’ve been to this blog before but after browsing through some of the post I realized it’s new to me. Anyways, I’m definitely happy I found it and I’ll be book-marking and checking back frequently!
There is evidently a bundle to realize about this. I consider you made some good points in features also. Joy Ingmar Ronda