How to use social netengage with tenants

How to use social networking sites to engage with your tenants NHF Marketing and Communications Conference 10 March 2011 Kate Hughes Wolverhampton Homes

This session...
Context
Planning and personality
Growing communities
Realistic resources
Ideas and examples – handout
Questions

Way back when…

And now? Your customers are online (and talking about you).

And about a million others!

People in the UK who access the internet every day
On the up!
Source: ONS 2010

WH Customers
Wolverhampton = highest proportion of people with no qualifications in England
Highest unemployment in West Midlands
High deprivation
At least 10% have access to internet BUT…
10/10 have mobiles; 7/10 have mobiles with internet access

Planning
Listen to what is being said first (tools on handout)
Make sure they know where to find you
Work out what you want to achieve
Work backwards to plan what you need to do
Think about who is going to do it

Personality
What is your organisation’s personality?
Corporate/informal?
Friendly/dynamic?
Fun/serious?
Keep it real - authenticity
Wolverhampton Homes – friendly, caring, dedicated to customers, committed to Wolverhampton

Growing a community requires...
Time
Persistence
Humanity
Creativity
Kindness
Humour
Listening
It won’t always be easy!

Who’s going to do it?
Interested in social media
Already using it personally
Strong networks in your organisation
Mostly desk or web-based job
Willing to work unsocial hours
Kind, gracious and committed to your customers
Willing to learn
It’s probably…YOU!

Resources
You’re already delivering more for less
Start small – and do it well
Allocate more resource as community grows
If you do nothing else, bagsy usernames!

My Top Ten Tips
Use social media personally
Listen first, speak second
Be human
Be willing to fail
Exercise your common sense
Respond
Go where the people are
Learn and share
Little is better than nothing; bad is worse than nothing
JFDI (Just Flipping Do It)

Any questions?

Kate Hughes
Communications Manager
Wolverhampton Homes
T: 01902 556789
E: [email_address]
Tw: @katehughes or @WolvesHomes

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How to use social netengage with tenants

by Kate Hughes on Mar 16, 2011

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How to use social netengage with tenants — Presentation Transcript