learning to listen futuregov
DESCRIPTION
FutureGov and 6 Consulting hosted a session for people in local government with responsibility for communications and customer engagement. This is FutureGov's presentation, which was given by Dominic Campbell.TRANSCRIPT
Learning to listen: beyond surveys and focus groups
Dominic Campbell23rd June 2009 #FGL2L
This Morning
• Making sense of the noise – Paul Taylor 6 Consulting
• Case study of Greater Manchester Police – Matt Brazil 6 Consulting
• Practical bit
• The Obama Campaign - gauging local opinion and the impact of social media - Merici Vinton, North Carolina Director of New Media, Obama for America
• A new kind of relationship? – Carrie Bishop, FutureGov
• Questions, conclusions and next steps
• Lunch
#FGL2L
FutureGov: our focus
• Community engagement– Communication– Democratic engagement– Consultation through conversation
• Collaboration– Enterprise 2.0– Joined up working within and across organisations
• Change management– Coproduction of services– Encouraging peer to peer relationships– Internalising and making use of feedback
convergence
Custengagemications?
a new world…
Recent communications shift:
• 11 text messages sent daily on average (mobile)• 23.5 million UK adults (69% of the adult population) use
the internet “every day or almost every day” (Source: ONS August 2008)
• c.146 million people visit a blog hosted by either Blogger, Word Press or Live Journal each day (Source: Alexa.com)
• Facebook 2nd most visited site in the UK (after Google). 120 million active users worldwide (Source: Alexa.com)
vertical model
(new) horizontal model
expectations and opportunities
• Rising/changing customer expectation around voice (consultation to conversation) and access (come meet me in my world)
• Organisations need to co-exist equally in this ‘virtual world’ as well as the ‘real world’
• Making best use of all the information and potential customer involvement/coproduction opportunities
• Effective use of web 2.0 breeds high levels of loyalty and involvement
but where to start?
user contributions via the web
Content
Blogs Photos Online community contributions
Wikis Audio and video
Annotations
Comments Tags/bookmarking Ratings
first – reach out and listen
conversation dashboards
tools for participation
dealing with the good…
the bad…
and the ugly…
trolls and mischief makers
reach out and find your voice
just don’t do a Habitat, ok?
This Morning
• Making sense of the noise – Paul Taylor 6 Consulting
• Case study of Greater Manchester Police – Matt Brazil 6 Consulting
• Practical bit
• The Obama Campaign - gauging local opinion and the impact of social media - Merici Vinton, North Carolina Director of New Media, Obama for America
• A new kind of relationship? – Carrie Bishop, FutureGov
• Questions, conclusions and next steps
• Lunch
stay in touch
http://futuregovconsultancy.comhttp://futuregovnetwork.comhttp://twitter.com/futuregov