{"id":2195,"date":"2021-02-25T09:37:46","date_gmt":"2021-02-25T08:37:46","guid":{"rendered":"http:\/\/observatoire-asap.org\/?p=2195"},"modified":"2021-07-01T23:14:38","modified_gmt":"2021-07-01T21:14:38","slug":"le-reseau-social-dentreprise-du-service-public-la-nouvelle-relation-digitale-avec-les-clients-usagers","status":"publish","type":"post","link":"https:\/\/observatoire-asap.org\/index.php\/2021\/02\/25\/le-reseau-social-dentreprise-du-service-public-la-nouvelle-relation-digitale-avec-les-clients-usagers\/","title":{"rendered":"Le R\u00e9seau Social d\u2019Entreprise du Service Public : la nouvelle relation digitale avec les clients\/usagers"},"content":{"rendered":"<p style=\"text-align: justify;\">La relation de Services Publics a \u00e9volu\u00e9 depuis les ann\u00e9es 90 vers une plus grande \u00e9coute de l\u2019usager. Cette nouvelle relation citoyen\/services publics nous fait assister \u00e0 une \u00e9volution des r\u00f4les. Ainsi, l\u2019usager passe du r\u00f4le d\u2019ex\u00e9cutant dans ses d\u00e9marches avec les services publics \u00e0 celui de client co-constructeur de services. Autrement dit, l\u2019usager\/client passe d\u2019une relation verticale et bureaucratique \u00e0 une<a href=\"https:\/\/www.hbrfrance.fr\/chroniques-experts\/2019\/10\/28043-dix-ans-dholacratie-et-apres\/\"> relation holacratique<\/a> avec les services publics. A l\u2019\u00e8re du tout digitalisation, le web social semble \u00eatre le moyen optimal pour l\u2019\u00e9panouissement de cette co-production usager-client\/Services Publics. Quelles en sont les formes ?<\/p>\n<h2 style=\"text-align: justify;\">Les mod\u00e8les classiques de Web sociaux<\/h2>\n<p style=\"text-align: justify;\">Le web social, aussi appel\u00e9 web 2.0, est par d\u00e9finition un web de co-construction. \u00a0Le principe est simple\u00a0: la possibilit\u00e9 pour une communaut\u00e9, au travers d\u2019un support web (site, blog, forum,\u2026), d\u2019interagir par la discussion et la conversation avec une entreprise et\/ou les autres membres de la communaut\u00e9. Les principaux supports de ces interactions sont les media-sociaux, r\u00e9seaux-sociaux et sites de r\u00e9seaux-sociaux. Les media-sociaux sont essentiellement des outils de discussion comme <em>Whatsapp, Teams<\/em> ou <em>Zoom<\/em>. Les R\u00e9seaux-Sociaux sont constitu\u00e9s de <em>blogs, forums<\/em> et <em>wiki<\/em>. Enfin, les Sites de R\u00e9seaux-Sociaux sont compos\u00e9s de sites de contacts comme <em>Linkedin<\/em> et <em>Facebook<\/em> et de sites de contenus comme <em>Youtube<\/em> ou <em>Instagram<\/em>.<\/p>\n<p style=\"text-align: justify;\">Les entreprises priv\u00e9es et publiques utilisent ces supports dans le but de communiquer et d\u2019\u00e9couter au plus pr\u00e8s leurs clients\/usagers. L\u2019objectif du web social est avant tout de cr\u00e9er une relation de type informelle et discutionnelle. C\u2019est-\u00e0-dire une relation, o\u00f9 usagers et services publics sont dans une communication horizontale (relation Holacratique). L\u2019objectif est de g\u00e9n\u00e9rer des informations co-construites sur les fa\u00e7ons de finaliser des d\u00e9marches administratives. Ces informations peuvent \u00eatre g\u00e9n\u00e9r\u00e9es entre les services publics et les usagers ou entre usagers. Pour cela, certains supports du web social sont plus aptes \u00e0 g\u00e9n\u00e9rer de la co-construction que d\u2019autres. Les forums d\u2019entraides entre usagers sont nombreux. Nous pouvons, par exemple, citer ceux de Boursorama.com et Comment\u00e7amarche.com (entraides pour les imp\u00f4ts), roadtrippin.fr et village-justice.com pour l\u2019obtention de passeports\u2026<\/p>\n<h2 style=\"text-align: justify;\">Vers un mod\u00e8le R\u00e9seaux Sociaux d&rsquo;Entreprises du Service Public<\/h2>\n<p style=\"text-align: justify;\">Les entreprises du secteur priv\u00e9 proposent aussi des forums d\u2019entraide sur leur propre site comme l\u2019op\u00e9rateur <em>Sosh<\/em>. Ce dernier propose \u00e0 sa communaut\u00e9 de clients, en contrepartie d\u2019un prix \u00ab low-cost \u00bb, la prise en charge des demandes d\u2019informations et de r\u00e9solution de probl\u00e8mes simples d\u2019installation, de SAV ou d\u2019utilisation. Ce sont les clients qui d\u00e9pannent les clients en quelque sorte. L\u2019int\u00e9r\u00eat de cette communaut\u00e9 est de limiter l\u2019intervention des employ\u00e9s de la marque pour faire baisser les co\u00fbt de production.<\/p>\n<p style=\"text-align: justify;\">Si l\u2019id\u00e9e consiste \u00e0\u00a0 transposer ce mod\u00e8le de <a href=\"https:\/\/creg.ac-versailles.fr\/l-utilisation-des-reseaux-sociaux-dans-l-entreprise\">R\u00e9seaux Sociaux d\u2019Entreprises<\/a> aux services public, l\u2019objectif n&rsquo;est pas ici de d\u00e9livrer un service de faible valeur. Il s&rsquo;agit au contraire de proposer une autre voie (support de communication) avec une autre voix (celles des usagers). En effet, face \u00e0 des d\u00e9marches souvent complexes et \u00e0 l&rsquo;importance des\u00a0 proc\u00e9dures, l&rsquo;intention serait de les\u00a0 \u00ab vulgariser par la communaut\u00e9 des usagers utilisateurs, avec comme moyen d\u2019acc\u00e8s, un \u00ab R\u00e9seau Social d\u2019Entreprise du Service Public \u00bb. Celui-ci serait situ\u00e9 directement sur le site o\u00f9 l\u2019usager effectuerait ses d\u00e9marches. Ce mod\u00e8le \u00ab RSESP \u00bb reste naturellement \u00e0 d\u00e9velopper mais m\u00e9rite une attention particuli\u00e8re, afin de permettre une nouvelle forme actualis\u00e9e de relations entre les Services Publics et ses usagers Clients.<\/p>\n<p style=\"text-align: right;\"><a href=\"http:\/\/observatoire-asap.org\/index.php\/2020\/11\/26\/ronald-boucher\/\">Ronald Boucher<\/a><\/p>\n<p style=\"text-align: justify;\"><strong>R\u00e9f\u00e9rences<\/strong><br \/>David A. (2006), <em>Quelques enjeux contemporains de la relation de service public<\/em>, Politiques et Management Public, vol 24, n03, pp5-12<br \/>Weick K. (1995), <em>Sensmaking in Organizations<\/em>, Sage Publications, Thousand Oaks California.<br \/>Boucher R. et Callot P. (2016), <em>Marketing et Vente des Services Associ\u00e9<\/em>s, Lire et Agir, Vuibert.<br \/>Merckl\u00e9 P. (2004), <em>Sociologie des R\u00e9seaux Sociaux<\/em>, Rep\u00e8res, La D\u00e9couverte.<\/p>\n\n\n<p>u<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La relation de Services Publics a \u00e9volu\u00e9 depuis les ann\u00e9es 90 vers une plus grande \u00e9coute de l\u2019usager. Cette nouvelle relation citoyen\/services publics nous fait assister \u00e0 une \u00e9volution des r\u00f4les. Ainsi, l\u2019usager passe du r\u00f4le d\u2019ex\u00e9cutant dans ses d\u00e9marches avec les services publics \u00e0 celui de client co-constructeur de services. Autrement dit, l\u2019usager\/client passe &hellip; <\/p>\n","protected":false},"author":1,"featured_media":2196,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","footnotes":""},"categories":[10],"tags":[53],"class_list":["post-2195","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","tag-lettre"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Le R\u00e9seau Social d\u2019Entreprise du Service Public : la nouvelle relation digitale avec les clients\/usagers -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/observatoire-asap.org\/index.php\/2021\/02\/25\/le-reseau-social-dentreprise-du-service-public-la-nouvelle-relation-digitale-avec-les-clients-usagers\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le R\u00e9seau Social d\u2019Entreprise du Service Public : la nouvelle relation digitale avec les clients\/usagers -\" \/>\n<meta property=\"og:description\" content=\"La relation de Services Publics a \u00e9volu\u00e9 depuis les ann\u00e9es 90 vers une plus grande \u00e9coute de l\u2019usager. 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