Case Study: Clayton County Water Authority

The Challenge

OSM was hired as a subcontractor by a strategic communications firm for government agencies to create a social media strategy that complemented and ladders up to their key communication messages. Specifically to:

Improve customer satisfaction around CCWA products and water services + processes for service.
Increase CCWA brand awareness around CCWA products and services and economic development opportunities.
Increase awareness of water quality by highlighting the accomplishments, education, and practices of CCWA staff and board members and their dedication to providing stellar service and water quality to CCWA customers

Our Solution

Create a CCWA Facebook page that is the official Facebook page for CCWA to engage with the Clayton County community.
Create a social media strategy that outlines CCWA’s approach to content, engagement, posting, customer service on social, social crisis and social media advertising.
Create a social media handbook that can be used by CCWA to maintain and execute social media strategy after our initial execution.
Create social media content that informs and educates the Clayton County community on CCWA’s key communication messages.
Create a social media handbook and social media content that informs and educates the Clayton County community on CCWA’s key communication messages.

The Results

CCWA has a social media page that educates and informs the Clayton County community and helps to answers customer’s questions and concerns regarding CCWA products and services.
CCWA has a social media strategy that can be sustained by both the Communication and Customer Service teams to meet their respective communication and business goals.
Branded custom social media content allows CCWA to amplify key messages, engage with customers and post consistently.