Learning to Listen FutureGov

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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 …

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.

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  • 1. Learning to listen: beyond surveys and focus groups Dominic Campbell 23rd June 2009 #FGL2L
  • 2. This Morning #FGL2L • 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
  • 3. 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
  • 4. Us Now
  • 5. convergence Custengagemications ?
  • 6. 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)
  • 7. vertical model
  • 8. (new) horizontal model
  • 9. 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
  • 10. but where to start?
  • 11. user contributions via the web Content Annotations • Blogs • Comments • Photos • Tags/bookmarking • Online community • Ratings contributions • Wikis • Audio and video
  • 12. first – reach out and listen
  • 13. conversation dashboards
  • 14. tools for participation
  • 15. dealing with the good…
  • 16. the bad…
  • 17. and the ugly…
  • 18. trolls and mischief makers
  • 19. reach out and find your voice
  • 20. just don’t do a Habitat, ok?
  • 21. 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
  • 22. stay in touch http://futuregovconsultancy.com http://futuregovnetwork.com http://twitter.com/futuregov