Orbitbuildingonlinecommunitiesincquizanswers 131113093108-phpapp01

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A presentation I co-delivered with an Orbit resident during our master class on Building online communities at the CIH Eastern Regional Conference 2013.

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Orbitbuildingonlinecommunitiesincquizanswers 131113093108-phpapp01

  1. 1. Building Online Communities - Master class Tom Gaskin, Service Improvement Manager Tracey Kember, Orbit South resident
  2. 2. Workshop outline  Quiz – featuring findings from Orbit’s own digital research  Orbit 2020 vision & our plans for transforming into a Social Digital Business  Experiences of using social media to engage customers – including residents’ perspective  Discussion
  3. 3. Ground rules  No question is a stupid question!  We’re not experts, but we’ll try to help (and so can you!)  Share your thoughts and experiences  Keep your phone on and tweet! @tomgaskinorbit @orbitgroup @CIH_events #CIHeastern2013
  4. 4. Access all areas Digital inclusion for Orbit customers • Research into customers’ use of the internet and social media • Explored what customers might want from us in the future • 1,782 customers engaged • Variety of research methods used
  5. 5. True or False
  6. 6. Q1 83% of British households have internet access True True or False? Answer: True, up from 80% in 2012 and 57% in 2006.
  7. 7. Q2 55% of Orbit tenants have access to the internet False True or False? Answer: False, Around 67% of Orbit tenants and 88% of leaseholders have access to the internet. Approximately 11,500 (33%) tenants across Orbit Living may not be online.
  8. 8. Q3 The most popular method of accessing the internet among Orbit customers is via laptop/PC True True or False? Answer: True, 90% of customers access the internet this way and they generally use it on a daily basis. (71%).
  9. 9. Q4 75% of adults use a mobile phone or portable computer to access the internet 'on the go' False True or False? Answer: False, 61%. The availability of both mobile broadband (4g) and wifi networks means the mobile Internet is now used by more people than ever before.
  10. 10. Q5 30% of Orbit customers use a mobile phone or smart phone to access the internet True True or False? Answer: True, smart phone access is higher for younger residents, a trend likely to increase over the coming years. Nationally over half of all adults (53%) access the Internet this way. This has more than doubled since the 2010 estimate of 24%.
  11. 11. Q6 50% of Orbit customers use Facebook False True or False? Answer: False, Use of Facebook is still popular with 63% of customers using the site. Use is especially high among our younger customers, 85% of 16-24 year olds use Facebook. Nationally 56% of British adults have a Facebook account.
  12. 12. Q7 13% of Orbit customers use Google+ True True or False? Answer: True and 9% use LinkedIn regularly. Nationally 19% of British adults have a Google+ account.
  13. 13. Q8 30% of Orbit customers use Twitter False True or False? Answer: False, do you think it’s higher or lower? Lower- 16%. Nationally 26% of British adults have a Twitter account.
  14. 14. Q9 15% of Orbit customers are aware of Pinterest False True or False? Answer: False 3%. Residents are less familiar with some of the more ‘specialised’ services including Flickr (3%) and Myspace (1%). Results show a clear connection between age and interaction, with younger residents indicating greater use and awareness of most platforms listed. Nationally 6% of British adults have a Pinterest account.
  15. 15. Q10 55% of Orbit customers felt it was important that we provided more online services False True or False? Answer: False, 93%. Customers also felt it was important that we make our websites more mobile friendly (85%)
  16. 16. References  ONS (2013) Internet Access Quarterly Update, Q2 2013. [online] Office for National Statistics. Available at: http://www.ons.gov.uk/ons/dcp171778_323333.pdf [Accessed 3 November 2013]  ONS (2013) Internet Access - Households and Individuals, 2013. [online] Office for National Statistics. Available at: http://www.ons.gov.uk/ons/dcp171778_322713.pdf [Accessed 3 November 2013]  Orbit Group Ltd (2013) Access all areas Digital Inclusion for Orbit Customers. [online] Available at: http://www.orbit.org.uk/mediaFiles/downloads/73325894/Access_ all_areas_Digital_inclusion_for_Orbit_customers.pdf  Kantar UK (2013) British use of social media sites. [online] Available at: http://uk.kantar.com/tech/social/british-use-of- social-media-sites-2013/ [Accessed 3 November 2013]
  17. 17. Orbit 2020 vision Building Communities - by working to improve the social, economic and environmental prospects of people and communities
  18. 18. 3 key themes Housing Choice  Our new ambition is to provide 12,000 new homes by 2020 Community Investment  Deliver 10,000 training/employment places  Invest £30m in our communities  Advise 20,000 households on energy usage Customer Offer  Deliver 90% customer satisfaction  Achieve 75% of our customers accessing services online
  19. 19. Transforming into a Social Digital Business  We use collaboration and social technologies to improve the prospects of people and communities  Tools and technology only part of the solution  Purpose and meaning  Collaboration and engagement  Culture and structure
  20. 20. Our digital pledge
  21. 21. Please get in touch Tom Gaskin, Service Improvement Manager E-mail: tom.gaskin@orbit.org.uk Telephone: 01603 221921 Twitter: @tomgaskinorbit

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