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The public attitude  February 2011
Approve of Govt. record - Projections Approve Disapprove Don’t know Source: c.2,000 GB adults interviewed online.  YouGov ...
The national mood going into 2011 Source:  LGinsight/Populus 28-30 January 2011, 1,002 GB adults 18+ interviewed by teleph...
The amount of money the council receives from government to provide services The level of council tax you pay The range of...
The amount of money the council receives from government to provide services The level of council tax you pay The range of...
The local authority storm Calm before the storm  Shelter from  the storm  2010 Eye of the storm  Storm passes 2011 2012-13?
Service Satisfaction Source:  LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by telephone. Don’t kn...
Most annoying about the snow Source: 2,002 GB adults, YouGov, December 2010 Lack of grit on the roads/ possibility of acci...
Reaction to snowfall Shop and retailers Trains Schools Source: 2,039 GB adults, YouGov, December 2010 Buses Refuse collect...
Trust in different people The Police TV news readers Teachers  Doctors Source: 2,023 GB Adults, Ipsos MORI, September 2009...
Trust in organisations
Preferred ways to receive information Source:  LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by te...
Trust in TV and Radio
Research from 7/7 <ul><li>Media sources </li></ul><ul><li>TV coverage, in particular, BBC and ITV were the primary media. ...
Lessons learnt from 7/7 <ul><li>Communications from the frontline are very important for public reassurance  </li></ul><ul...
Lessons from 9/11 <ul><li>Americans rallied around their neighbours rather than America, fearing those not part of their c...
What is the impact of social media?
Key lessons <ul><li>When a crisis happens people will turn to: </li></ul><ul><ul><li>BBC </li></ul></ul><ul><ul><li>Offici...
Conclusions going into 2011 <ul><li>Government increasingly unpopular and public trust declining.  The most likely crisis ...
Contact Neil Wholey Head of Research and Customer Insight @ Westminster City Council Chair of LGinsight 020 7641 3317 [ema...
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Neil Wholey, Head of Research and Customer Insight, Westminster City Council

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The public mood Feb 2011

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Neil Wholey, Head of Research and Customer Insight, Westminster City Council

  1. 1. The public attitude February 2011
  2. 2. Approve of Govt. record - Projections Approve Disapprove Don’t know Source: c.2,000 GB adults interviewed online. YouGov Referendum/local elections (5 May 2011) 66% Disapprove 20% Approve 14% Don’t know Labour government average 2008-2010 General elections (6 May 2011)
  3. 3. The national mood going into 2011 Source: LGinsight/Populus 28-30 January 2011, 1,002 GB adults 18+ interviewed by telephone, compared to 1,003 GB adults 18+ on 1-3 October 2010. Council rating/benchmark
  4. 4. The amount of money the council receives from government to provide services The level of council tax you pay The range of services the council offers The quality of services the council offers The value for money you receive from the council for the services it offers Q: Do you think the following will increase, reduce or stay the same over the next 12 months… Reduce Stay the same Increase Source: LGinsight/Populus 28-30 January 2011, 1,002 GB adults 18+ interviewed by telephone, compared to 1,003 GB adults 18+ on 1-3 October 2010. National expectations – October 2010 Don’t know 4% 10% 6% 5% 5%
  5. 5. The amount of money the council receives from government to provide services The level of council tax you pay The range of services the council offers The quality of services the council offers The value for money you receive from the council for the services it offers Don’t know 3% 5% 3% 3% 3% Reduce Stay the same Increase National expectations – January 2011 Source: LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by telephone Q: Do you think the following will increase, reduce or stay the same in the next financial year (April 2011)?
  6. 6. The local authority storm Calm before the storm Shelter from the storm 2010 Eye of the storm Storm passes 2011 2012-13?
  7. 7. Service Satisfaction Source: LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by telephone. Don’t knows 1% or less +51 +43 +10 -50 Net (Satisfied – Dissatisfied)
  8. 8. Most annoying about the snow Source: 2,002 GB adults, YouGov, December 2010 Lack of grit on the roads/ possibility of accidents Higher energy bills Disruption to travel plans Defrosting the car Choosing the right footwear to handle the icy pavements School closures Having to cancel social arrangements
  9. 9. Reaction to snowfall Shop and retailers Trains Schools Source: 2,039 GB adults, YouGov, December 2010 Buses Refuse collections Doctor’s surgeries Royal mail
  10. 10. Trust in different people The Police TV news readers Teachers Doctors Source: 2,023 GB Adults, Ipsos MORI, September 2009 Professors Business leaders Civil Servants Trade Union Officials Pollsters Journalists Judges Scientists Clergymen/Priests Ordinary man/women in the street Politicians generally Government Ministers
  11. 11. Trust in organisations
  12. 12. Preferred ways to receive information Source: LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by telephone Seen in last 2-3 months / overall preferred ways to receive information specifically about budget cuts
  13. 13. Trust in TV and Radio
  14. 14. Research from 7/7 <ul><li>Media sources </li></ul><ul><li>TV coverage, in particular, BBC and ITV were the primary media. Web news and web information providers as well as radio were also widely used. </li></ul><ul><li>Key messages </li></ul><ul><li>The communication of key messages at the time of the London Bombings was vital. The overwhelming majority of Londoners recognised the key messages of remaining vigilant, united communities and it being ‘business as usual’ in London. </li></ul><ul><li>Reassurance </li></ul><ul><li>Londoners were most reassured by Sir Iain Blair and the police. Londoners also found the news coverage from the BBC and ITV reassuring post 7/7. </li></ul><ul><li>Aftermath </li></ul><ul><li>Londoners displayed anxiety about the London Bombings and significant sections of Londoners were suffering from disturbing thoughts and memories about the London Bombings. </li></ul>
  15. 15. Lessons learnt from 7/7 <ul><li>Communications from the frontline are very important for public reassurance </li></ul><ul><li>A multi-media approach is required to generate the widest coverage of the public. However, in an emergency, television news is the critical medium in terms of reaching and reassuring the public. </li></ul><ul><li>By choosing appropriate key messages which made sense to the public, communicators were able to engage the public with what support public agencies were looking for from the public. </li></ul><ul><li>Significant levels of anxiety post 7/7 meant communications were required to support those feeling anxious after the bombings. </li></ul>
  16. 16. Lessons from 9/11 <ul><li>Americans rallied around their neighbours rather than America, fearing those not part of their community </li></ul><ul><li>Greater fear about personal safety </li></ul><ul><li>High exposure to media resulted in higher concern </li></ul><ul><li>A slight increase in civic engagement, with an increase in volunteering among those who already volunteer </li></ul>
  17. 17. What is the impact of social media?
  18. 18. Key lessons <ul><li>When a crisis happens people will turn to: </li></ul><ul><ul><li>BBC </li></ul></ul><ul><ul><li>Officials who should know what’s going on </li></ul></ul><ul><ul><li>Their neighbours/community </li></ul></ul><ul><ul><li>Social media </li></ul></ul><ul><li>Three possible official messages: </li></ul><ul><ul><li>Stay calm and carry on </li></ul></ul><ul><ul><li>How you can make yourself safe </li></ul></ul><ul><ul><li>What you can do to help (a neglected message?) </li></ul></ul><ul><li>Will you get a four minute warning? </li></ul><ul><ul><li>2005 – Tavenstock Sq bus bomb – 1 hour after the three bombs on the tube. Grainy mobile videos appear later </li></ul></ul><ul><ul><li>2011 – instant Twitter/YouTube/Sky/BBC/global coverage </li></ul></ul>
  19. 19. Conclusions going into 2011 <ul><li>Government increasingly unpopular and public trust declining. The most likely crisis is one of lack of confidence in public officials to run services well </li></ul><ul><li>As with a terrorist incident people will turn to the BBC and their community – making local media even more important – but they could also be stirred into action to help their community </li></ul><ul><li>There will be demands for information on what changes mean for individuals. This will be provided by those who respond the quickest with the clearest arguments and turn the crisis into a turning point in defining their leadership </li></ul>Thank you
  20. 20. Contact Neil Wholey Head of Research and Customer Insight @ Westminster City Council Chair of LGinsight 020 7641 3317 [email_address] Twitter: @neilwholey

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