There is a growing realisation that digital communications needs to be two way. If it is two way then questions about your organisation get asked. It's time these questions were plugged into customer services. Here's how one forward-thinking organisation has done it...

by Matt Bond

Picture the scene. You arrive at work on a Monday morning after a weekend of downpours to find your social media accounts inundated with cries for help. Requests to clear a flooded drain sit alongside a query on how to find out if a dead cat has been collected by Council staff, and much more besides.