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Using Social Media: How we started and what
we’ve learnt
15 June 2011
Kate Hughes Communications Manager
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This session...
Background How did we start? Policy and guidelines Twitter Facebook Other sites Resources and scary stuff Questions welcome throughout!
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How we started
Experimental approach Loose objectives:
give customers/stakeholders new channels to communicate with us
drive traffic to new website Social Media Policy NO STRATEGY! Twitter – gateway channel
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Policy and Guidelines
Light touch Encouraging Flexible Policy Guidelines Happy to share
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Started in Jan 10 Mostly stakeholders Frequent updates Mitigation of risk Use hootsuite Promotion Live tweeting - consultation
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Examples
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Examples
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Twitter was good for stakeholders, but… Research Started in May 2010 Promotion: newsletter, City Show, new website,
personal networks, staff newsletter, Take up was initially slow Now lots of debate, comment, interaction Still small amount of likers
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Examples
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Examples
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Limited Resources
Can’t do everything We dabble in other platforms but Twitter and
Facebook = primary At first, just me Checked twitter 5-6 times a day (approx 10-
15mins) Now two people check/update all platforms 5-6
times a day (approx 40 mins) Start small – and do it well
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YouTube
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Wikipedia
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Scary stuff (and how it’s not really)
Overwhelmed? Criticism? Weekend/evenings? Lack of support? Lack of understanding? Measurement?
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What didn’t work (for us) Photo comp –
Wonderful Wolverhampton
Cheap Eats competition
But they have worked other places!
Photo by tenant Steph Jennings
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Measurement
Mentions/replies/comments/likes = good but outputs
Insights = better Klout = better still Our own measures = useful conversations
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Measurement
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Content Development
About 50% planned News, diary stories,
events, competitions, pics
50% spontaneous or responsive to topical issues
Mix of ‘corporate’ and ‘fun’
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Growing a community
Time Persistence Humanity Creativity Kindness Humour Listening
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My Advice
1. Use social media personally.
2. Experiment and learn!
3. Start on Twitter.
4. Be willing to fail.
5. Exercise common sense.
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Kate Hughes
Communications Manager
Wolverhampton Homes
T: 01902 556789
Blog: www.socialhousingcomms.blogspot.com
Tw: @katehughes or @WolvesHomes