FutureGov and 6 Consulting hosted a session for people in local government with responsibility for communications and customer engagement. This is FutureGov's presentation, which was given by Dominic Campbell.

1. Learning to listen:
beyond surveys 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

4. Us Now

5. convergence
Custengagemications
?

6. a new world…
Recent communications 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)

7. vertical model

8. (new) horizontal model

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

10. but where to
start?

12. user contributions via the web
Content Annotations
• Blogs • Comments
• Photos • Tags/bookmarking
• Online community • Ratings
contributions
• Wikis
• Audio and video

14. first – reach out and listen

15. conversation dashboards

16. tools for participation

17. dealing with the good…

18. the bad…

19. and the ugly…

20. trolls and mischief
makers

21. reach out and find
your voice

22. just don’t do a Habitat, ok?

23. This Morning
• 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

24. stay in touch
http://futuregovconsultancy.com
http://futuregovnetwork.com
http://twitter.com/futuregov