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Learning to Listen FutureGov
The document discusses innovative approaches to community engagement, emphasizing the shift from traditional surveys to interactive dialogue facilitated by social media. It highlights case studies, such as the Obama campaign and Greater Manchester Police, showcasing the importance of co-production and collaboration. The text also explores the implications of changing customer expectations and the need for organizations to adapt in both virtual and real-world environments.
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Learning to Listen FutureGov
- 1. Learning to listen: beyondsurveys and focus groups Dominic Campbell 23rd June 2009 #FGL2L
- 2. This Morning #FGL2L • Making sense of the noise – Paul Taylor 6 Consulting • Case study of Greater Manchester Police – Matt Brazil 6 Consulting • Practical bit • The Obama Campaign - gauging local opinion and the impact of social media - Merici Vinton, North Carolina Director of New Media, Obama for America • A new kind of relationship? – Carrie Bishop, FutureGov • Questions, conclusions and next steps
- 3. FutureGov: our focus •Community engagement – Communication – Democratic engagement – Consultation through conversation • Collaboration – Enterprise 2.0 – Joined up working within and across organisations • Change management – Coproduction of services – Encouraging peer to peer relationships – Internalising and making use of feedback
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- 6. a new world… Recentcommunications shift: • 11 text messages sent daily on average (mobile) • 23.5 million UK adults (69% of the adult population) use the internet “every day or almost every day” (Source: ONS August 2008) • c.146 million people visit a blog hosted by either Blogger, Word Press or Live Journal each day (Source: Alexa.com) • Facebook 2nd most visited site in the UK (after Google). 120 million active users worldwide (Source: Alexa.com)
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- 9. expectations and opportunities •Rising/changing customer expectation around voice (consultation to conversation) and access (come meet me in my world) • Organisations need to co-exist equally in this ‘virtual world’ as well as the ‘real world’ • Making best use of all the information and potential customer involvement/coproduction opportunities • Effective use of web 2.0 breeds high levels of loyalty and involvement
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- 12. user contributions viathe web Content Annotations • Blogs • Comments • Photos • Tags/bookmarking • Online community • Ratings contributions • Wikis • Audio and video
- 14. first – reachout and listen
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- 17. dealing with thegood…
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- 21. reach out andfind your voice
- 22. just don’t doa Habitat, ok?
- 23. This Morning • Makingsense of the noise – Paul Taylor 6 Consulting • Case study of Greater Manchester Police – Matt Brazil 6 Consulting • Practical bit • The Obama Campaign - gauging local opinion and the impact of social media - Merici Vinton, North Carolina Director of New Media, Obama for America • A new kind of relationship? – Carrie Bishop, FutureGov • Questions, conclusions and next steps
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