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Using customer insight and social media to engage and work with young people
 

Using customer insight and social media to engage and work with young people

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  • Trio of tools for web, facebook and mobile Benefit higher % of our young people Explain co-production approach (I.e. not consultation) Going to focus on co-production element of the project rather than the products it will produce, as we feel that there is quite a lot of learning for other authorities to benefit from
  • Explain the model: CFG allows us to work intensively – how often we meet etc. CG allow us to ensure diverse representation and get specific input for specific needs FBC gives broader input The whole gives us good access to the range of needs amongst the cohort – allows us to aggregate different qualitative input CFG is where true co-production happens – the bit I will break down
  • Examples: Find analogies that are relevant to your service users – quality criteria and The Apprentice Got Project Sponsor to record a video message and in Board meetings give plenty of space to opinions of young people Technical Workstream Lead joined in workshops; suppliers were committed to collaboration through specification If you are asking service users to break down their barriers and work differently with the Council, then you need to do the same. Be prepared to take risks, move out of your comfort zone, and occasionally make a fool of yourself!

Using customer insight and social media to engage and work with young people Using customer insight and social media to engage and work with young people Presentation Transcript

    • Promoting positive activities:
    • How to use customer insight and social media to engage and work with younger people.
    • 10 th March
    • James Carroll, EvilTwins
    • Working in partnership with Swindon Borough Council
    • What are we doing?
    • Working with young people to develop bespoke online tools to promote positive activities for 13-19 year olds
    • Why are we doing it?
    • To remove barriers to and increase participation in positive activities
    • What customer insight do we need and why?
    • Need to know how young people would like to see the outcomes delivered, and what products would appeal to them. Crucial for the success and credibility of any products developed, and to young people ’s ‘ownership’ of them
    • How are we doing it?
    • Using a co-production model to carry out ongoing action research
  • Co-production and customer insight: key techniques CFG CG CG CG CG CG CG FBC FBC = Facebook consultation CG = consultation group CFG = core focus group
    • Carrying out ongoing action research using:
      • Focus groups at core and consultation level
      • Surveys
      • Coaching in key skills
  •  
  • How to use Social media to engage and work with young people
    • Ownership.
    • Educate, understanding of what is involved so they can make informed decisions.
    • Workshops, hands on
    • Identify what they use everyday, why they like it, why they don’t.
    • Run regular sessions
  • How to engage young people with Apps.
    • Reach
    • Retention
    • Revenue
  •  
  • How to engage young people with Apps.
    • Reach
    • Multiple Platforms - Facebook, Android, iPhone, Casual Games, Tablets, Blackberry, youtube, twitter
    • Virality - invite, compete, share
    • Develop - engage and listen to the online community, so they have ownership over it’s continuing development.
  •  
  • How to engage young people with Apps.
    • Retention
    • Awards
    • Updates
    • Looping gameplay
  • How to engage young people with Apps.
    • Revenue
    • Users - Subscription, App purchase, Virtual Goods
    • iAds
    • In built advertising, not banners make it seamless and part of the game
    • “ Focus on reach and retention and revenue will take care of itself”
    • “ build something people are willing to pay for, keep them around so they will pay for it, and give them as many ways to pay as possible. ”