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Dl1 digital engagement tiffany st james


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Dl1 digital engagement tiffany st james

  1. 1. DL1: DIGITAL ENGAGEMENTPlenary 1: Digital EngagementTiffany St JamesFounder, Stimulation Ltd
  2. 2. Digital Engagement Digital Leaders BIS October 2012Good Practice and Principles
  3. 3. Landscape changes
  4. 4. Brand buying influence by roles @TiffanyStJames
  5. 5. Shift in trust by roles Source: @TiffanyStJames
  6. 6. News arrives through twitter first How did you hear about the demise of MJ? Or Whitney? Jan 09: Hudson River Landing on twitter firstMedia outlets get average 15 RTsSource: Cambridge university 2012 @TiffanyStJames
  7. 7. Digital as delivery choice “Digital is not another channel, it is the delivery choice for this generation” Francis Maude, Minister for Cabinet OfficePhoto source: Intellect World-Class Public Services Conference 11 June 2012 Source: @TiffanyStJames
  8. 8. This is nothing new for us
  9. 9. Engagement benefits• Connecting with like-minded individuals• Peer-to-peer recommendations• Stimulating the debate of your most interest• Engaging with people in their spaces• eCRM• Data collation• Product, proposal, policy testing• Informing business, brand, policy strategy Start small, innovate, collate leverage cases, present risk solutions
  10. 10. From this… @TiffanyStJames
  11. 11. …To thisInfographics are critical to @TiffanyStJameseffective modern digital communication
  12. 12. Rich media broadcast We have moved on significantly @TiffanyStJames from web publishing
  13. 13. Staffordshire police in the riots Use social channels @TiffanyStJames in ultra-sensitive times
  14. 14. Campaign on multiple channels @TiffanyStJames
  15. 15. Two-way engagement: Responding Create opportunities @TiffanyStJames to solve local issues
  16. 16. Co-creation of Policy and Community Growth @TiffanyStJames
  17. 17. Crowdsourcing service experience @TiffanyStJames
  18. 18. Multi-way collaboration Co-create policy using public opinion @TiffanyStJames
  19. 19. Multi-social engagementS e @TiffanyStJames
  20. 20. Social media Q and AsPhoto source: @TiffanyStJames
  21. 21. Citizens have a duty to askor show the way
  22. 22. ePetitions @TiffanyStJames
  23. 23. Competition to fund ideas @TiffanyStJames
  24. 24. Crowdsourcing dignity in health and care Be aware of community sites @TiffanyStJames involved in your agenda
  25. 25. Independent panels informing policy Source: @TiffanyStJames
  26. 26. Open policymaking @TiffanyStJames
  27. 27. Innovations in citizen engagement @TiffanyStJames
  28. 28. How can we be morecustomer-centric?
  29. 29. 5 pillars of customer-centric digital solutionsPhoto source: @TiffanyStJames
  30. 30. 10 Trust IndicatorsTransparency AwarenessClear motives Peer RecognitionCan tell if goal is to sell or to inform Confirmers RelatabilityClear when the goal is to help Consumer’s perspective Respects like a knowledgeable friendRelevanceDirectly on topic ExpertiseUnderstands and acknowledges needs Communicates authority Perceived as having essential valueFormat Fundamentals Relevant knowledge, advances consumer goalWon’t need to work to use the Choiceinformation Provides consumer choicesWon’t waste valuable time hunting for Respects consumer’s processwhat’s wanted/needed Differentiators FairnessAccuracy Provides info/ tools to evaluate pros, cons, risks Acknowledges areas working on improvingQuality of the infoCan be validated by other sources Exclusivity Offers something unique: tools, user experience Source: @TiffanyStJames
  31. 31. 5 ways to build trustInteract with customers as partnersAcknowledge and respect consumers’ processesSupport consumers after interactionDemonstrate an understanding that consumers’ lives changeBuild engagement by using every opportunity to solveconsumers’ large and small challenges Source: @TiffanyStJames
  32. 32. It’s change management Photo source: @TiffanyStJames
  33. 33. We need new models AIDA is 100 years oldPicture Source: @TiffanyStJames
  34. 34. Strategic comms process with digital steps @TiffanyStJames
  35. 35. Framework @TiffanyStJames
  36. 36. Accessibility to good content • Make your content palatable, digestible and bite-sized • On multiple devices • Make it shareablePhoto source: • East to interact @TiffanyStJames
  37. 37. Rebuttal Source:
  38. 38. Your progress in customer-centric servicesFrom tomorrow:•Share the conversations, connections and insight from today•Look closely at your digital customer offer•Consider if you need more support in establishing online trust, data security•Are your Legal / IT / HR teams doing all they can to support this agenda?•Consider what do you need to do next @TiffanyStJames
  39. 39. Your communications should… Inform Inspire Engage Educate @TiffanyStJames
  40. 40. Resources• How to find your digital stakeholders: here• Media Landscape in Twitter 2012: here• The Democratic Society: here• GDS Less about identity more about trust: here• Consumer Trust report: here @TiffanyStJames
  41. 41. Thank you, let’s keep talking… Tiffany St James Social Media Strategist This presentation is available to download at: @TiffanyStJames
  42. 42. Digital: • strategy • training programmes • social engagement • amplification