The power of social media and the SSS Facebook page

Two weeks ago, President Duterte announced that the National Capital Region (NCR); Regions 1, 2, 3, 4A; provinces of Albay, Pangasinan, and the city of Davao were already placed under general community quarantine (GCQ). Meanwhile, selected regions were still under modified general community quarantine (MGCQ). Regardless of the level of restrictions being imposed in different regions of the country, the fact remains that Covid-19 cases continue to spread and the public should take the necessary precautions to combat this “invisible killer.”

While the community quarantine halted most peoples’ livelihood activities, it also paved the way for individuals and various organizations to creatively deal with the crisis brought about by the pandemic. Communities were able to explore the myriad opportunities available on social media and the Internet. In the field of entertainment, online concerts and musical plays were organized by groups through live-streaming at YouTube to solicit donations for displaced workers. People also turned to Facebook to connect with their family, friends, and relatives as physical get-togethers and reunions were strictly prohibited.  Zoom was also maximized for online meetings, media interviews, trainings, and conferences for more productive work from home outputs. Students and teachers worldwide also used online applications such as Dropbox and Edmodo to complement distance learning.

Meanwhile, businessmen took the opportunity to prioritize the safety of their clients through online food delivery with the help of Grab, foodpanda and Lalamove. Local government units (LGUs), national government agencies (NGAs), and private entities launched online groceries and mobile palengkes where individuals under lockdown can buy fresh fruits, vegetables, and other food items online, and receive their goods right at their doorstep to avoid long queues and big crowds in supermarkets.

In these difficult times, the public also expects the government to cope and adapt with the new normal. The SSS, being an institution that promotes transparency and good governance, recognizes that a sound government is capable of adapting to a new world rapidly “changed” by the pandemic. A logical step toward this is to take advantage of new forms of online and social marketing strategies.

Having the welfare of our members and other stakeholders in mind, the SSS has always been keen in devising ways to deliver valuable messages to a wider populace. One facet of the SSS Covid-19 Relief Program is allowing members to maximize the use of our various online facilities to communicate, participate, and engage despite the temporary suspension of SSS offices during the enhanced community quarantine (ECQ) in Luzon.

Indeed, the SSS Facebook, Instagram  and Twitter accounts have been effective tools in our efforts to communicate and get in touch with members. Advisories and announcements were posted in the form of art cards, which are easy to promote and share. These art cards then keep the members updated with contribution payment deadlines and the enhanced procedures on the filing of benefit claims, among others.

The comment section also invites the audience to provide their insights and feedbacks on the published content. This allows the SSS to improve responsiveness on our end and engagement among the audience. We are happy to note that our SSS Facebook Page has already reached 2.78 million followers, 13,000 followers for our Instagram, and 18,700 Twitter followers.

SSS has also utilized Facebook live discussions since 2017 through its regular program titled “USSSap Tayo” (previously known as Usapang SSS) every Friday morning to provide updates on SSS programs and services, and real-time answers to our members’ queries. This online platform encourages our members to avail themselves of direct engagement by having their questions answered during the live streaming, and majority of those asking questions and following the online program are overseas Filipino workers who are SSS members. In fact, SSS also launched the International Edition of USSSap Tayo in February 2020 to further reach out to OFWs and Filipino migrants all over the world who are SSS members.

Webinars, on the other hand, allow a conducive virtual environment for SSS members who want to delve into relevant topics that concern them and their SSS membership. Moreover, it is also a good venue for employer representatives to understand SSS benefit programs in a comprehensive and detailed manner. As we continue to share queries and answers, the SSS strives to facilitate and make the discussion audience-centric.

With the rise and significance of social media these days, communication with our members has now become more practical, convenient and engaging.  It also empowers the members as they participate in the kind of governance the SSS strives to achieve. As we face this difficult situation and other challenges in the future, the SSS will never falter in fulfilling its mandate to its members and stakeholders, which is to provide social security protection.

Please do like and share our official Facebook page, Philippine Social Security System @SSSPh, and follow us via Instagram @mysssph, and Twitter @PHLSSS.

Aurora C. Ignacio is SSS president and chief executive officer.

We welcome your questions and insights on the topics that we discuss. E-mail mediaaffairs@sss.gov.ph for topics that you might want us to discuss.