Learning to Listen FutureGov

828 views

Published on

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.

Published in: Business, Education, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
828
On SlideShare
0
From Embeds
0
Number of Embeds
33
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Learning to Listen FutureGov

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

×