14 dec vicky sargent


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14 dec vicky sargent

  1. 1. Let it snow, let it snow, let it snow..... . …keep calm and carry on-line Vicky Sargent Socitm Insight
  2. 2. Council response to adverse weather conditions via websites and social media © Socitm Ltd <ul><li>Better connected has often covered website responses to local emergencies </li></ul><ul><li>Social media has added new dimension </li></ul><ul><li>Last year Twitter Gritters reported on our ‘snow response’ survey of all 121 WTS subscribers </li></ul><ul><li>Covered web pages, stats, FB and Twitter activity </li></ul><ul><li>Repeated exercise for 2011 survey </li></ul>
  3. 3. Twitter Gritters © Socitm Ltd ‘ Over the past year, we have observed councils becoming increasingly adept at publishing information in a timely manner. In our survey of council website coverage of local elections, for example, we found that increasing numbers offered a real-time results service that rivalled or bettered that of the traditional media .’
  4. 4. Twitter Gritters Twitter Gritters Feb 2010 <ul><li>Great examples of social media use for communications: </li></ul><ul><li>information </li></ul><ul><li>explanation </li></ul><ul><li>dialogue </li></ul><ul><li>Visits to websites 37.7m in Jan up 37% cf Jan 2009 </li></ul><ul><li>Linked to social media broadcasting of updates </li></ul>
  5. 5. Increase in web visits January 2010 © Socitm Ltd
  6. 6. Top by fans on Facebook Feb 2010 © Socitm Ltd Coventry City 10,896 Warrington 694 Belfast City 611 Sunderland City 577 Southwark 432 Darlington BC 427 Torbay 387 Barnet 351 Bracknell Forest 294 Hillingdon 281
  7. 7. Top Twitter followers & tweets Feb 2010 © Socitm Ltd Newcastle upon Tyne City 2933 (2091) Fenland DC 2473 (227) City of Glasgow 1872 (210) City & County of Swansea 1690 (808) Lambeth 1457 (224) Devon CC 1403 (1065) Lewisham 1398 (483) Southampton City 1313 (985) Leeds City l 1286 (424) Solihull MBC 1151 (569) Sheffield City 1140 (755) Belfast City 1109 (887)
  8. 8. Services likely to be affected by snow © Socitm Ltd Libraries Refuse and recycling collections Gritting (current state, priority routes, etc) School closures Services for older people (eg meals on wheels, day care centres)
  9. 9. This year’s survey © Socitm Ltd <ul><li>Effectiveness of Google search </li></ul><ul><li>Effectiveness of highlighting on home page </li></ul><ul><li>Quality of service disruption information </li></ul><ul><li>Encouragement to follow on Twitter & Facebook </li></ul><ul><li>Twitter & Facebook activity and following </li></ul><ul><li>Innovations and good practice </li></ul><ul><li>Overall quality of response </li></ul>
  10. 10. Top of head feedback: reviewer #1 © Socitm Ltd <ul><li>Generally improved response cf Feb 2010 </li></ul><ul><li>Twitter now much more prevalent than Facebook, particularly for this kind of thing </li></ul><ul><li>Councils still not very good at promoting Twitter on severe weather pages though </li></ul><ul><li>Missed opportunity: Facebook should be used for school closures - many school pupils use it. </li></ul><ul><li>Kirklees praised for having different Twitter feeds for different service updates </li></ul>
  11. 11. © Socitm Ltd Kirklees - embedded Twitter
  12. 12. © Socitm Ltd <ul><li>Glasgow - big increase in Twitter followers: 5363 to 6675 between 3&7 December </li></ul><ul><li>West Lothian - high Facebook following - 10,723 </li></ul><ul><li>North Lanarkshire - best overall communications - excellent winter services page and encouragement to use Twitter. Rose from 2413 to 3387 between 3&7 December </li></ul>Top of head feedback: reviewer #2
  13. 13. © Socitm Ltd North Lanarkshire
  14. 14. © Socitm Ltd <ul><li>Generally speaking the communication was pretty good </li></ul><ul><li>But some councils made no reference to the weather </li></ul><ul><li>One council had news story about its workers’ battles with the weather - and nothing on service disruptions </li></ul>Top of head feedback: reviewer #3
  15. 15. © Socitm Ltd <ul><li>Worcestershire Hub websites </li></ul><ul><li>Capacity to flash alert statuses on home page </li></ul><ul><li>Malvern Hills –disrupted refuse collections </li></ul><ul><li>Wychavon - refuse collections, school closures and road/weather information </li></ul><ul><li>Alerts hard to miss - flashing '!' &quot;road signs&quot; and info plus links </li></ul><ul><li>Neat, effective, noticeable. </li></ul>
  16. 16. © Socitm Ltd Other routes to info……
  17. 17. © Socitm Ltd Directgov home page
  18. 18. © Socitm Ltd How do I interpret this?
  19. 19. © Socitm Ltd
  20. 20. © Socitm Ltd
  21. 21. © Socitm Ltd Council websites ‘struggle’ says STV
  22. 22. The basis for STV’s claim? © Socitm Ltd <ul><li>STV newsroom checked links to every Scottish council site before publishing them </li></ul><ul><li>They found three with problems: </li></ul><ul><li>- Glasgow had error page for whole site </li></ul><ul><li>- Stirling was down for 2 days and set up an alternative site </li></ul><ul><li>- Highland had some general IT continuity problem due to a leaking pipe </li></ul>
  23. 23. Thanks for listening Better connected 2011 out 1 March Vicky Sargent Socitm Insight