what does digital offer? - kimb jones
DESCRIPTION
Total Customer Experience starts Online:Kimb Jones (Barnsley NHS) explains why social media tools can improve the customer journey, but the experience doesn’t end with Marketing.TRANSCRIPT
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Total Customer Experience Starts OnlineKimb Jones
Barnsley Hospital http://barnsleyhospital.nhs.uk@mkjones @barnshospitalonline: #wddo
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me
Michael Kimb Jones
Digital Guru* @ Barnsley Hospital*not my official title
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what I do
Michael Kimb Jones
web designer since 1998 | worked in NHS since 2001
“I make things that go on the internet”
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….and
Michael Kimb Jones*deep breath*
….strategy, project management, trainer,idea cultivator, speaker, blogger,
tweeter and snooker fan….
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title
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fixing a damaged online strategy
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or..
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total customer experience starts
online
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so..
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‘the project’
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or..
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‘what happened’
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12 month media communications
& web overhaul...
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...starting with a new website...
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...ending in a more robust and flexible digital foundation...
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what was done
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step oneconstruct a multi-discipline team get digital management and development
out of IT and into corporate
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step twospread responsibility of producing digital content to everyone in the organisation
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step threeengage on-the-ground to ease fears and
grow understanding about digital
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step fourutilise and experiment with flexible
available tools like open-source frameworks and apps
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step fiveforce the issue of social media & blogging
can be daunting but the benefits are worth it
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soafter 12 months what has changed?
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lotsbut its still not enough.....
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…what next?
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..questions..