Case Studies · Burnett Mary Regional Group
A panel of specialist experts, available to an entire region.
Regional natural resource management in Queensland’s Burnett Mary. A small team of specialists, decades of on-ground knowledge, and a community whose questions don’t keep office hours.
- 5,651Conversations
- 49Communities reached
- 764Staff hours saved
- $22,927Cost saved (AUD)
Live figures
The challenge
A small expert team. A large region. Questions that don’t keep office hours.
BMRG’s specialists carry decades of on-ground knowledge, and the same questions kept arriving one phone call at a time.
Illustrative · the kinds of questions a regional NRM body gets
Landholder · Saturday, late afternoon
I’ve found what looks like a turtle nest on the riverbank. Who do I tell?
Grazier · Sunday morning
My back paddock is scalding after the dry. How do I get ground cover back?
Landcare volunteer · Weeknight
Which natives suit a riverbank that floods every couple of years?
Property owner · Public holiday
I’d like to try a cool burn this season. Do I need a permit?
BMRG specialists in the field across the Burnett Mary
The idea
From PhDs in-house, to a region-wide expert panel available 24/7.
Step 01 · The knowledge base
Decades of expertise, now on call.
BMRG’s management plans, planting guides, burn protocols and species fact sheets are the knowledge their Digital Experts speak from.
- Bounded. Experts answer only from what BMRG approved.
- Trusted. The same specialists stand behind every answer.
- Honest. If it isn’t in the knowledge, the expert says so and hands off.
Step 02 · The experts
Named experts, five program pillars.
Every program has its own panel of named specialists, each with a persona and voice that sounds like BMRG.
- Riverine. Hydrology & Vegetation, Restoration, Maintenance & Monitoring.
- Cool Burn Squad. Planning & Preparation, Cool Burning, Management Plan & Monitoring.
- Biodiversity. Fish, Turtle, Threatened & Endangered Species.
- Sustainable Ag. Grazing Land Management, Landscape Hydrology, Soil.
- Natural Capital. Nature Finance, Natural Capital & Environmental Accounts.
Five programs, one landscape
One region. Everything living in it.
From a turtle nest on the riverbank to the soil under a grazing paddock, BMRG’s five expert panels stand behind one connected landscape.
Biodiversity
Biodiversity
Riverine
Sustainable Ag
Natural Capital
Step 03 · Deployment
On the website, on signage, at field days.
- 01
Website embed
Where the community already looks for answers.
- 02
QR codes
Riverbank signage, brochures and event collateral.
- 03
Direct links
Newsletters, emails and social posts.
- 04
Print once
The QR on the sign stays the same while the expert behind it improves.
Step 04 · The launch
Sharing the experts with the whole region.
With the experts live, BMRG wanted every landholder, grazier and volunteer across the Burnett Mary to have them in their pocket. This is how they introduced their Digital Experts to the region.
- 01
A launch, not a login
BMRG introduced their experts with a film, a flyer and a campaign, so the region heard about them the week they went live.
- 02
Every touchpoint points in
Newsletter, social, signage and field-day collateral all carry the same QR code into a live conversation.
- 03
Promoted like a program
The experts were launched the way BMRG launches any initiative: with a story, a face and a reason to try them.
What a conversation looks like
Answered from the guide. Then something happens.
Conversation Intelligence
What the region is asking, and where from.
- 01
Topic Trends
Which subjects rise with the seasons, from nesting time to burn windows.
- 02
User Mood
Whether people leave reassured, or still worried.
- 03
Knowledge Gaps
Questions the experts couldn’t answer, queued for the specialists to fill.
- 04
Efficiency Calculator
A defensible number on staff time saved, based on what was actually asked.
What the region taught us
Some of the people asking know more than the guide.
Landholders, graziers and Landcare volunteers carry knowledge no report has captured. When one of them pushes back on an answer, the expert says so, the question lands in Knowledge Gaps, and BMRG’s specialists close it. The region isn’t just asking its experts. It’s teaching them.
What changed
Same experts. Same knowledge. A very different reach.
Before
- The same questions, one phone call at a time
- Expertise available during office hours only
- Knowledge held in PDFs and people’s heads
- No picture of what the region wanted to know
With Digital Experts
- A panel of named experts, region-wide, at any hour
- Every answer drawn from approved knowledge
- Sightings, workshops and EOIs actioned in the conversation
- A live map of who is asking what
Our community is getting better access to our resources and expertise than most organisations ten times our size could offer. Our team is finally free to do what they came here to do.
Meet your Digital Experts.
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