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How to use social netengage with tenants


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How to use social netengage with tenants

  1. 1. How to use social networking sites to engage with your tenants NHF Marketing and Communications Conference 10 March 2011 Kate Hughes Wolverhampton Homes
  2. 2. This session... <ul><li>Context </li></ul><ul><li>Planning and personality </li></ul><ul><li>Growing communities </li></ul><ul><li>Realistic resources </li></ul><ul><li>Ideas and examples – handout </li></ul><ul><li>Questions </li></ul>
  3. 3. Way back when…
  4. 4. And now? Your customers are online (and talking about you).
  5. 5. And about a million others!
  6. 6. People in the UK who access the internet every day <ul><li>On the up! </li></ul><ul><li>Source: ONS 2010 </li></ul>
  7. 7. WH Customers <ul><li>Wolverhampton = highest proportion of people with no qualifications in England </li></ul><ul><li>Highest unemployment in West Midlands </li></ul><ul><li>High deprivation </li></ul><ul><li>At least 10% have access to internet BUT… </li></ul><ul><li>10/10 have mobiles; 7/10 have mobiles with internet access </li></ul>
  8. 8. Planning <ul><li>Listen to what is being said first (tools on handout) </li></ul><ul><li>Make sure they know where to find you </li></ul><ul><li>Work out what you want to achieve </li></ul><ul><li>Work backwards to plan what you need to do </li></ul><ul><li>Think about who is going to do it </li></ul>
  9. 9. Personality <ul><li>What is your organisation’s personality? </li></ul><ul><li>Corporate/informal? </li></ul><ul><li>Friendly/dynamic? </li></ul><ul><li>Fun/serious? </li></ul><ul><li>Keep it real - authenticity </li></ul><ul><li>Wolverhampton Homes – friendly, caring, dedicated to customers, committed to Wolverhampton </li></ul>
  10. 10. Growing a community requires... <ul><li>Time </li></ul><ul><li>Persistence </li></ul><ul><li>Humanity </li></ul><ul><li>Creativity </li></ul><ul><li>Kindness </li></ul><ul><li>Humour </li></ul><ul><li>Listening </li></ul><ul><li>It won’t always be easy! </li></ul>
  11. 11. Who’s going to do it? <ul><ul><li>Interested in social media </li></ul></ul><ul><ul><li>Already using it personally </li></ul></ul><ul><ul><li>Strong networks in your organisation </li></ul></ul><ul><ul><li>Mostly desk or web-based job </li></ul></ul><ul><ul><li>Willing to work unsocial hours </li></ul></ul><ul><ul><li>Kind, gracious and committed to your customers </li></ul></ul><ul><ul><li>Willing to learn </li></ul></ul><ul><ul><li>It’s probably…YOU! </li></ul></ul>
  12. 12. Resources <ul><li>You’re already delivering more for less </li></ul><ul><li>Start small – and do it well </li></ul><ul><li>Allocate more resource as community grows </li></ul><ul><li>If you do nothing else, bagsy usernames! </li></ul>
  13. 13. My Top Ten Tips <ul><li>Use social media personally </li></ul><ul><li>Listen first, speak second </li></ul><ul><li>Be human </li></ul><ul><li>Be willing to fail </li></ul><ul><li>Exercise your common sense </li></ul><ul><li>Respond </li></ul><ul><li>Go where the people are </li></ul><ul><li>Learn and share </li></ul><ul><li>Little is better than nothing; bad is worse than nothing </li></ul><ul><li>JFDI (Just Flipping Do It) </li></ul>
  14. 14. <ul><li>Any questions? </li></ul>
  15. 15. <ul><li>Kate Hughes </li></ul><ul><li>Communications Manager </li></ul><ul><li>Wolverhampton Homes </li></ul><ul><li>T: 01902 556789 </li></ul><ul><li>E: [email_address] </li></ul><ul><li>Tw: @katehughes or @WolvesHomes </li></ul>