14 dec vicky sargent

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  • 1. Let it snow, let it snow, let it snow..... . …keep calm and carry on-line Vicky Sargent Socitm Insight
  • 2. Council response to adverse weather conditions via websites and social media © Socitm Ltd
    • Better connected has often covered website responses to local emergencies
    • Social media has added new dimension
    • Last year Twitter Gritters reported on our ‘snow response’ survey of all 121 WTS subscribers
    • Covered web pages, stats, FB and Twitter activity
    • Repeated exercise for 2011 survey
  • 3. Twitter Gritters © Socitm Ltd ‘ Over the past year, we have observed councils becoming increasingly adept at publishing information in a timely manner. In our survey of council website coverage of local elections, for example, we found that increasing numbers offered a real-time results service that rivalled or bettered that of the traditional media .’
  • 4. Twitter Gritters Twitter Gritters Feb 2010
    • Great examples of social media use for communications:
    • information
    • explanation
    • dialogue
    • Visits to websites 37.7m in Jan up 37% cf Jan 2009
    • Linked to social media broadcasting of updates
  • 5. Increase in web visits January 2010 © Socitm Ltd
  • 6. Top by fans on Facebook Feb 2010 © Socitm Ltd Coventry City 10,896 Warrington 694 Belfast City 611 Sunderland City 577 Southwark 432 Darlington BC 427 Torbay 387 Barnet 351 Bracknell Forest 294 Hillingdon 281
  • 7. Top Twitter followers & tweets Feb 2010 © Socitm Ltd Newcastle upon Tyne City 2933 (2091) Fenland DC 2473 (227) City of Glasgow 1872 (210) City & County of Swansea 1690 (808) Lambeth 1457 (224) Devon CC 1403 (1065) Lewisham 1398 (483) Southampton City 1313 (985) Leeds City l 1286 (424) Solihull MBC 1151 (569) Sheffield City 1140 (755) Belfast City 1109 (887)
  • 8. Services likely to be affected by snow © Socitm Ltd Libraries Refuse and recycling collections Gritting (current state, priority routes, etc) School closures Services for older people (eg meals on wheels, day care centres)
  • 9. This year’s survey © Socitm Ltd
    • Effectiveness of Google search
    • Effectiveness of highlighting on home page
    • Quality of service disruption information
    • Encouragement to follow on Twitter & Facebook
    • Twitter & Facebook activity and following
    • Innovations and good practice
    • Overall quality of response
  • 10. Top of head feedback: reviewer #1 © Socitm Ltd
    • Generally improved response cf Feb 2010
    • Twitter now much more prevalent than Facebook, particularly for this kind of thing
    • Councils still not very good at promoting Twitter on severe weather pages though
    • Missed opportunity: Facebook should be used for school closures - many school pupils use it.
    • Kirklees praised for having different Twitter feeds for different service updates
  • 11. © Socitm Ltd Kirklees - embedded Twitter
  • 12. © Socitm Ltd
    • Glasgow - big increase in Twitter followers: 5363 to 6675 between 3&7 December
    • West Lothian - high Facebook following - 10,723
    • North Lanarkshire - best overall communications - excellent winter services page and encouragement to use Twitter. Rose from 2413 to 3387 between 3&7 December
    Top of head feedback: reviewer #2
  • 13. © Socitm Ltd North Lanarkshire
  • 14. © Socitm Ltd
    • Generally speaking the communication was pretty good
    • But some councils made no reference to the weather
    • One council had news story about its workers’ battles with the weather - and nothing on service disruptions
    Top of head feedback: reviewer #3
  • 15. © Socitm Ltd
    • Worcestershire Hub websites
    • Capacity to flash alert statuses on home page
    • Malvern Hills –disrupted refuse collections
    • Wychavon - refuse collections, school closures and road/weather information
    • Alerts hard to miss - flashing '!' "road signs" and info plus links
    • Neat, effective, noticeable.
  • 16. © Socitm Ltd Other routes to info……
  • 17. © Socitm Ltd Directgov home page
  • 18. © Socitm Ltd How do I interpret this?
  • 19. © Socitm Ltd
  • 20. © Socitm Ltd
  • 21. © Socitm Ltd Council websites ‘struggle’ says STV
  • 22. The basis for STV’s claim? © Socitm Ltd
    • STV newsroom checked links to every Scottish council site before publishing them
    • They found three with problems:
    • - Glasgow had error page for whole site
    • - Stirling was down for 2 days and set up an alternative site
    • - Highland had some general IT continuity problem due to a leaking pipe
  • 23. Thanks for listening Better connected 2011 out 1 March Vicky Sargent Socitm Insight