How Wolverhampton Homes Started on Social Media

Using Social Media: How we started and what we’ve learnt 15 June 2011 Kate Hughes Communications Manager

This session...
Background
How did we start?
Policy and guidelines
Twitter
Facebook
Other sites
Resources and scary stuff
Questions welcome throughout!

How we started
Experimental approach
Loose objectives:
give customers/stakeholders new channels to communicate with us
drive traffic to new website
Social Media Policy
NO STRATEGY!
Twitter – gateway channel

Policy and Guidelines
Light touch
Encouraging
Flexible
Policy
Guidelines
Happy to share

Twitter
Started in Jan 10
Mostly stakeholders
Frequent updates
Mitigation of risk
Use hootsuite
Promotion
Live tweeting - consultation

Examples

Facebook
Twitter was good for stakeholders, but…
Research
Started in May 2010
Promotion: newsletter, City Show, new website, personal networks, staff newsletter,
Take up was initially slow
Now lots of debate, comment, interaction
Still small amount of likers

Examples

Limited Resources
Can’t do everything
We dabble in other platforms but Twitter and Facebook = primary
At first, just me
Checked twitter 5-6 times a day (approx 10-15mins)
Now two people check/update all platforms 5-6 times a day (approx 40 mins)
Start small – and do it well

YouTube

Wikipedia

Scary stuff (and how it’s not really)
Overwhelmed?
Criticism?
Weekend/evenings?
Lack of support?
Lack of understanding?
Measurement?

What didn’t work (for us)
Photo comp – Wonderful Wolverhampton
Cheap Eats competition
But they have
worked other places!
Photo by tenant Steph Jennings

Measurement
Mentions/replies/comments/likes = good but outputs
Insights = better
Klout = better still
Our own measures = useful conversations

Measurement

Content Development
About 50% planned
News, diary stories, events, competitions, pics
50% spontaneous or responsive to topical issues
Mix of ‘corporate’ and ‘fun’

Growing a community
Time
Persistence
Humanity
Creativity
Kindness
Humour
Listening

My Advice
Use social media personally.
Experiment and learn!
Start on Twitter.
Be willing to fail.
Exercise common sense.

Kate Hughes
Communications Manager
Wolverhampton Homes
T: 01902 556789
E: [email_address]
Blog: www.socialhousingcomms.blogspot.com
Tw: @katehughes or @WolvesHomes

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How Wolverhampton Homes Started on Social Media

by Kate Hughes on Jun 17, 2011

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How Wolverhampton Homes Started on Social Media — Presentation Transcript