Building an Online Community for Stockport Metropolitan Borough Council James Marsland Managing Director OLM-Pavilion

Major change in the Care market Personalisation means putting people at the heart of the design and delivery of services, giving them more choice and control in how they live their lives and better access to services. In adult social care, personalisation requires heightened joint working with health and other providers and represents a complete transformation in the way services are provided – no area of service delivery will be left untouched by this agenda. The government has made £520 million available to local authorities in England over 3 years to make personalisation happen But it’s not going to be easy

Personalisation means putting people at the heart of the design and delivery of services, giving them more choice and control in how they live their lives and better access to services.

In adult social care, personalisation requires heightened joint working with health and other providers and represents a complete transformation in the way services are provided – no area of service delivery will be left untouched by this agenda.

The government has made £520 million available to local authorities in England over 3 years to make personalisation happen

But it’s not going to be easy

Major change in the Care market… Now Professional gatekeepers have control over…money, information, resources Passive consumers Future Active consumers Control & Choice Expectations increased Professionals will play a different role This will mean a major change for professionals, service users and providers

Now

Professional gatekeepers have control over…money, information, resources

Passive consumers

Future

Active consumers

Control & Choice

Expectations increased

Professionals will play a different role

Stockport want to transform their organisation And we are using Web 2.0 tools to… Improve communication between management, frontline social workers, care workers, providers and service users. Building an online community targeting… 75% usage 15% participation

And we are using Web 2.0 tools to…

Improve communication between management, frontline social workers, care workers, providers and service users.

Building an online community targeting…

75% usage

15% participation

There are some challenges! Multiple stakeholders, multiple locations, multiple agencies Communication is vital Technology has to be right People Change is always hard

Multiple stakeholders, multiple locations, multiple agencies

Communication is vital

Technology has to be right

People

Change is always hard

Mapping the community!

Mental Health community

It’s not easy to build an online community! You need a plan, a goal, the right tools and hard work!

Telling tales! We employ journalists to tell stories Great content drives traffic Stories are a great way to spread ideas and get engagement

We employ journalists to tell stories

Great content drives traffic

Stories are a great way to spread ideas and get engagement

Using video As part of the communications programme, we use video cameras to film training days and events. At local events we will also set up a video diary room where the public can feedback their experiences and opinions on the transformation agenda .

Our Findings after 6 months Video Outperforms Text… 5:1 Good content drives traffic and builds engagement It’s important to match functionality to your community (weekly emails are ok) 70% usage (100% better than traditional knowledge management) It’s important to find out what your community is already doing…. then make it easier for them

Video Outperforms Text… 5:1

Good content drives traffic and builds engagement

It’s important to match functionality to your community (weekly emails are ok)

70% usage (100% better than traditional knowledge management)

It’s important to find out what your community is already doing…. then make it easier for them

Finally...some predictions We are just a the start of how we use social software in the enterprise The consumer market is far in advance of the enterprise market...this will cause friction Mobile will play a major role Those that know how to engage and grow online communities will be in high demand

We are just a the start of how we use social software in the enterprise

The consumer market is far in advance of the enterprise market...this will cause friction

Mobile will play a major role

Those that know how to engage and grow online communities will be in high demand