1. Karin Hansson, Statistics Sweden Maja Islam, Eurostat
DIFFERENT STROKES FOR DIFFERENT FOLKS DIGICOM approach to statistics users
Karin Hansson, Statistics Sweden
Maja Islam, Eurostat

2. DIFFERENT STROKES FOR DIFFERENT FOLKS DIGICOM approach to statistics users
WP2 Innovative and shareable products
WP3
Open data dissemination
WP1
User Analysis
WP4
Communication
and promotion

3. ESS and the Statistics Users – a Bird’s Eye View
Part 1
ESS and the Statistics Users – a Bird’s Eye View

4. The inventory Conducted in March 2016 30 of 32 NSIs replied
One of the first steps of the DIGICOM project ( )

5. Purpose
Identify shareable ESS practices in user analytics, innovative products, open data and communication

6. The questions Does your office have experience in this field?
How does it function in your office?
Do you use internal or external resources?
Since when?
Before 2013
From
From 2015 or later

7. User satisfaction Good practices Involving different user groups
Ask in user specific ways
Make an action plan
Act on the results of user surveys
Make improvements public
Next steps: Find out more about …
Fast and young multipliers
“Promoter index methodology”
“Specialist qualification in product development”
“Suggestions and complaints system”

8. Web analysis Good practices Complement with other sources Next steps
Share experiences
Explore other tools
Define goals
Define campaigns
Monitor site reputation
13 Google
Analytics

9. Statistical literacy – activities and products
Good practices
Blogs
Online forum
Short videos
E-learning tools
Invite MPs
Next steps: Focus on …
schools and universities
explaining
“What do we wish to communicate?”

10. User interaction via social media
Good practices
Targeted promotion
Short response time
Proactive content planning
Asking for feedback
Live tweet
Next steps: Consider …
Youtube, Slideshare, Instagram
Presence 24/7
Handling negative comments
Different approaches
Paid promotion
Automatic publishing
25 Twitter
18 Facebook

11. Open data dissemination
Good practices
Comprehensive corporate data warehouse
RDF data created in the dissemination phase
EU Open Cube project
Open Government Data portal
Next steps
Proofs of concept to show value of Linked Open Data
Standards, e.g. agreed ontologies and Uniform Resource Identifier (URI) structures

12. User needs assessment and user profiling
Good practices
Direct feedback
Usability testing
Monitoring comms & social media
Personas
Next steps
Explore AU & DK personas: tourist, harvester / farmer, miner
Find out more from NSIs

13. Communication strategy
Good practices
DE: Simplicity, broad coverage & clarity of presentation
EE: Completeness and broad coverage
Next steps
From dissemination to communication

14. Outreach practices Good practices
Contests: Hackathons, re-use census data, big data
Workshop for data journalists
Next steps
Hackathon or other contest for ESS?

15. Consumer relationship management (CRM)
Good practices
All statistics requests recorded
System support for analyses
Next steps
Get more reliable info from NSIs

16. Part 2
Users AT THE FOREFRONT

17. DIGICOM - Users at the forefront
WP2 Innovative and shareable products
Open data dissemination
WP3
User Analysis
WP1
WP4
Communication and promotion

18. DIGICOM - Users at the forefront
WP4
Communication and promotion

19. DIGICOM - Users at the forefront
Grouped functions
Description
Individual function
Direct feedback
Usually face-to-face feedback from users at a pre-arranged event
Focus groups
Meetings
Advisory boards
Feedback at conferences
Consultations
User forums
Surveys
Asking users questions and analysing responses
Questionnaires
Web Feedback
Analysing how users use the website (also includes web based feedback via forms/buttons)
Web forms
Analysis of search terms
Analysis of web metrics/traffic
Personas
Creating customer profiles based on what different users groups need and how they use resources
User profiling
Monitoring communications
Recording and analysing requests and contact from users
Contact centres
Phone calls
/mail/fax feedback
Monitoring Social Media
Recording and analysing comments and contact from users via social media
Monitoring social media
User research/testing
Testing, piloting, trialling products with users and analysing feedback/findings
Usability lab
User research

20. DIGICOM - Users at the forefront
Information on users enables us to… …identify their needs …design tailored products and services …target user groups in dissemination

21. DIGICOM - Users at the forefront
User survey
User engagement via social networks
User profiling
An iterative process