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‘For all studious and curious persons…’
Social Media and the Museum
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
2009 2011 2013 2015 2017
Twitter
Facebook
Instagram
How did it start?
Who is the audience?
What is the strategy?
We are working to a 2-year
strategy with 3 main goals:
• Growth of reach and
engagement
• Benchmarking financial
value
• Digital customer service
Opportunities
• Sharing visitor
generated content
• Rich collections &
curatorial experts
• Architecture
• New formats:
Video, 360, Live,
stories
• Adding something
unique to trending
conversations
Risks
• Trust and tone of voice
• Representation of diverse
voices and cultures
• Challenging our audience’s
expectations e.g.
contemporary art
• Staff use of social media
• We don’t always get it right!
Digital customer service
• Listening with empathy,
globally and locally
• Urgent vs important:
protecting reputation and
revenue
• Automation
• Reporting leading to
actionable insights
• Rewards – how to surprise
and delight?
The future?
• A museum of the world,
for the world.
• The quest for
Return on Investment
• Experimentation and
innovation, with purpose
Conclusion
• Trust in our key messages,
and in our team
• Investment in building a
robust system – with
effective processes, KPIs
and reporting
• Listening to our audience
Thank you… questions?
Hannah Boulton @boodlemum
Kate Carter @flatteringpanda

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For all studious and curious persons” – Social media and the British Museum

  • 1. ‘For all studious and curious persons…’ Social Media and the Museum
  • 2. 0 200,000 400,000 600,000 800,000 1,000,000 1,200,000 1,400,000 2009 2011 2013 2015 2017 Twitter Facebook Instagram How did it start?
  • 3. Who is the audience?
  • 4. What is the strategy? We are working to a 2-year strategy with 3 main goals: • Growth of reach and engagement • Benchmarking financial value • Digital customer service
  • 5. Opportunities • Sharing visitor generated content • Rich collections & curatorial experts • Architecture • New formats: Video, 360, Live, stories • Adding something unique to trending conversations
  • 6.
  • 7.
  • 8. Risks • Trust and tone of voice • Representation of diverse voices and cultures • Challenging our audience’s expectations e.g. contemporary art • Staff use of social media • We don’t always get it right!
  • 9.
  • 10. Digital customer service • Listening with empathy, globally and locally • Urgent vs important: protecting reputation and revenue • Automation • Reporting leading to actionable insights • Rewards – how to surprise and delight?
  • 11. The future? • A museum of the world, for the world. • The quest for Return on Investment • Experimentation and innovation, with purpose
  • 12. Conclusion • Trust in our key messages, and in our team • Investment in building a robust system – with effective processes, KPIs and reporting • Listening to our audience
  • 13. Thank you… questions? Hannah Boulton @boodlemum Kate Carter @flatteringpanda