Archive for the ‘Social Media’ Category

Using Social Media to Engage and Empower Local Communities

Tuesday, March 8th, 2011

In today’s “Big Society”, there’s increasing importance for local authorities and other public bodies to engage directly in a two-way dialogue with the people on whose behalf they are working.

Social Media  can be an extremely effective tool for empowering and giving a  voice to communities, but its use needs to be carefully planned and managed.

On the positive side, Social Media is in widespread use, and has low barriers to entry in terms of cost and technical difficulty.

On the negative side, without being part of a wider engagement strategy it can exclude important sections of the community and can become directionless,  with no real ROI.

Although Social Media is about learning by doing, often the lack of basic IT skills and experience with using Social Media platforms can prevent valuable members of a community from being included in a wider online consultation and engagement.

A multi-agency engagement approach

The Somerset Coastal Change Pathfinder Project (SCCP) is a multi-agency body tasked with consulting coastal communities on the future of the coastline.

As part of our work with SCCP, we have been running social media engagement workshops – bringing in interested groups and members of the public in the communities affected by coastal change.

The philosophy behind the workshops is to educate and enthuse local people in engaging with the project via social media.

The keys to making this work include:

  • Its about engagement, not social media – not everyone who want to get involved in the consultation will know, or want to know, about social media. It’s important that the workshop is sold and promoted as a platform-neutral engagement opportunity. Members of the public can engage in consultation any way they want to, but it’s good to let them know how useful social media is as an engagement tool, and to help them use in case they want to learn how.
  • Creating a shared learning environment – rather than just showing people “how its done” you allow them to work together to solve problems and find solutions.
  • Identifying levels of engagement – make sure you understand where individuals are in terms of their understanding of social media and allow those who know more to help those who know less.
  • Keep the project at the heart of the workshop – any training or practical examples should be focused directly on engagement with the project. Let delegates actually have their voice heard as they learn.
  • Make it goal-focussed – if you are showing people how to use Flickr, for instance, teach them by allowing them to create – for example in this case – a gallery of images of coastal change in  particular part of the coast which will feed directly into the consultation programme. By creating something that is directly relevant to the consultation, you are doing more than just teaching skills you are beginning the engagement process.
  • Evaluate and follow up the session to help drive future engagement with the community project.

You need to bring not only expertise in the technology involved, but also in the project issues and in the local community. The best workshops are those where the delegates feel empowered and because they will know their own community better and the project issues, they should be  the  real experts in driving forward the social media.

It is important to remember it isn’t about the technology, but about the conversation. People need to be shown how to use the technology initially, but then they should forget about it and think about the engagement. Just like we don’t think about the fact we are using a telephone when we call someone up,  or even the mechanisms of using e-mail.  True engagement through social media begins when it is just about the engagement, not the social media platform.

Public Sector Business Engagement Benefits to the Local Community

Sunday, January 30th, 2011

When I saw a tweet adverting a local event: Local by Social (Apps for Communities) I instantly knew this was something not to be missed.  As a business you can’t fail to notice that times are a changing, the economic landscape is almost unrecognisable in a relatively short period of time.  For some businesses it has been like sailing a choppy sea, battening down the hatches and weathering a fiscal storm.  But it doesn’t have to be that way.  Isn’t this a time to seek out new opportunities a bit closer to home?

Putting ideology to one side, Government has tried to argue that it’s time for business and the community to work together, the obvious area is where the public sector is withdrawing its investment.

The Regional Growth Fund has been set up to seek out and invest  in “private sector employment in regions where there is an imbalance with the public sector” and “to build up the private sector in the long term.”   For the RGF bid I was involved in that meant an opportunity for a solid public/private partnership with an “oven-ready” business model and vision to get investment.

To benefit from a substantial RGF grant, sustainability and providing wider benefits  such as job creation, new skills training and encouraging new business start up, were key words with real meaning rather than buzz words.

Local by Social seem to sing the same tune as RGF.   During this two day open forum, we were asked to consider how can technology solve everyday problems and develop ideas, there was even a cash prize for the best App idea.   Essentially we were asked to look at Apps in a different way ie consider the wider benefits to the community.

One example given was an app developed by local Bristol company Overlay Media.   The “Hills are Evil“  App has a very practical purpose, “the creation of a dynamic map overlay that provides people with restricted mobility, cyclists, skateboarders, the elderly, and people pushing pushchairs, the ability to identify the most appropriate route between two places.”  They’ve made this app “fun” by providing “a pain scale to make levels of steepness more meaningful to users, as the raw numbers of distance, ascent and descent are not conducive to the best user experience”.

Users can upload their accessibility issues, such as unexpected drop curbs, troublesome cobbles and steep hills “that kill” and this data can be used to improve people’s lives not just by taking the pain out of not being able to get to your destination, but also by feeding back to say those who make decisions about where to spend money on roads and pavements.  One Councillor said that money was already being spent on consultation with the public on accessibility issues, but with this app that could mean such consultations would not neccesarily be required.  A win win and cost saving.

Hills are Evil was commissioned by Media Sandbox – a project that invests in smaller and local creative technology companies to  develop inspirational ideas and projects that have an emphasis on community.  So I guess I’m getting around to the idea of Social Enterprise.  The reason Hills are Evil is so good is that innovation and “inspirational ideas” came from investment in the right people for the right reasons.  At the same time these savvy technological social entrepreneurs get their idea off the ground.

The ambition for Hills are Evil’s concept is to be as ubiquitous as Google Maps, yes this makes sense, but wouldn’t that start to attract the attention of  business investors?

Social by Local was missing something for me and that was any mention of Enterprise.  Businesses looking to adapt to the changing economic landscape and seek opportunities by working with the public sector can lead to benefits to the local community.   Local by Social was an ideal forum for this discussion, making us think of Apps and technology in a way that has wider benefit to society, I see also an opportunity for business as well, but there wasn’t many of us (business investors) there to share our ideas.

Businesses are often seen as totally separate to the local community by the public sector, even though we often live and work in the very same community.   Social by Local needs to engage with the local business community as should Local Government.   The RGF initiative kind of forced this into being by providing an investment opportunity aimed at businesses but wrapped up in the language of the public sector.  There needed to be public/private partnership to understand the application form at the very least!   We have firsthand experience of three local authorities that find engaging with the business community challenging, maybe this was why only 400 bids were submitted to the RGF fund, when 6000 were predicted.

What do you think everyone will be using (online) and talking about in 2011?

Tuesday, December 14th, 2010

“What do you think will be big online in the New Year? Will Twitter be the new Facebook? Or will a new service emerge and capture our attention? What will the new hot gadget be? Will everyone replace their laptops with the newest smart phones and tablets, or will a different gadget enter the market? What do you think everyone will be using and talking about in 2011?”

I welcome the continuing shift in thinking and understanding of social media. In 2011, it will be not so much about the “social media stars” and gurus, who tell us how it all “works”, but more about what social media enables.

The focus on technology for technology’s sake is losing the battle and emerging, via the democratisation of technology  (and with the ability users have to leapfrog technological developments) is the means to produce community-based, demand-led ideas and uses of the technology that benefit people.

This was demonstrated brilliantly at the Connecting Bristol showcase event I attended this week at the Watershed.  We were given an update on the projects that Connecting Bristol had helped flourish.

Knowle Media West and Pervasive Media talked about what they do.  Connecting Bristol stayed firmly in the background, while we learnt about local community projects,  including accessible technology training that was really changing lives for the better, giving individuals a voice, opening up new possibilities for people, increasing confidence.  An example was given of how a group of OAPs saved their vital  lifeline – a bus route on their estate – because they simply had a voice and technology enabled them to be heard.

We saw work that the space and ethos at the Pervasive Media Studio had helped to produce, simply by enabling a cluster of creative technologists and giving them a space to grow their ideas, see Antivj for instance and read about the work of Dan Dixon.

The conversations and arguments about technology platforms will become less relevant, we won’t be hearing so much excitement around choosing a  technology platform (Bristol City Council), but more on how the online facilities enabled Bristol City Council to meet the challenge of doing more for less (money) for its people in supporting local communities with its services.

Knowing that the head of Bristol City Council spent 2 hours at the Connecting Bristol’s event, on the day she was going to hear news on her shrinking budget, tells you that Bristol City Council does get the point really.

One speaker mentioned that he asked a taxi driver on his way to the Watershed if they had heard of Connecting Bristol, the taxi driver hadn’t.  Not quite the correct question I believe, I’m sure if he had asked the taxi driver if he had heard of Knowle West Media Centre and/or Pervasive Media Studio, he may have heard something quite different.

What do you think will be big online in the 2011?

Tuesday, December 14th, 2010

In response to a question posed by Connecting Somerset:

“What do you think will be big online in the New Year? Will Twitter be the new Facebook? Or will a new service emerge and capture our attention? What will the new hot gadget be? Will everyone replace their laptops with the newest smart phones and tablets, or will a different gadget enter the market? What do you think everyone will be using and talking about in 2011?”

Social Media in 2011

Social media will become increasingly relevant, changing the way we work, learn and play, as David Cushman says “2011 is going to be the year when making/creating/doing with social media begins to gain the ascendency over messaging/using people as a channel.”. More social media services will launch, to clutter the ever busier bar of buttons beneath blog articles. The best will have to fight to stay relevant. Expect to see more location-based services too, like FourSquare.

Browsers and HTML5 in 2011

Image credit: John Martz @ RobotJohnny.com

The new browser wars (browser war 2.0?) will see additions of new features from HTML5 into the offerings from Google, Apple and Firefox, each vying for the title ‘most up-to-date’. The real battle will be over performance, with the web using evermore Javascript even Microsoft’s Internet Explorer will be going on a diet, with the release of its Internet Explorer 9. All of this will be great for users with a faster, more stable web experience.

iPad, Tablets and Beyond in 2011

The iPad has been one of the hottest gadgets of 2010, with 8.5 million sold since its launch in April. 2011 will see a lot of manufacturers releasing their own versions, but with a new, cheaper model expected to be released by Apple in early 2011 it’ll be interesting to see who ships more units. The key here is that the competition will mean better features, and lower prices for the consumer.

We may even see an entirely new type of device with manufacturers exploring new designs and functionality, such as the Dell Inspiron Duo with its innovative flip screen leading to a device which is both a laptop, and a tablet. I expect we’ll see other creative solutions to fill the entire spectrum between a laptop and a tablet in the coming year, and an increased muddying of the distinction between smartphones, tablets, netbooks, and notebooks.

Resistance is futile – how the Social Media revolution overthrew your website

Monday, October 25th, 2010

Social Media RevolutionThe world’s biggest annual social media survey has just been published, and it shows that, for charities, the tipping point in the communication revolution has now been reached.

Among the figures the Wave survey – published by ad agency Universal McCann* – throws up are these:

  • Over the last two years, the proportion of Net users visiting brand sites has dropped 10% (down to 74%)
  • Over the last year, the proportion of Net users connecting with a brand in social networks has increased 20% (to 30%)
  • Just under 50% of people have joined an online brand community

Brand? That means you. It means any organisation that seeks to create a community of engaged and connected followers. For businesses, it means potential or actual customers – for charities, it means potential or actual supporters.

It’s the end of the WWWorld as we know it

What do these figures mean? Along with all the other figures showing the sheer scale of social media engagement, they mean that your website has stopped being the centre of your online world.

For most charities and businesses, their web presence has been defined by their website. It’s where the “brand” lives online, how they communicate online, where they point people to for information – it’s the “official” web presence of the charity.

All that is about to change – in fact, it already has. The web is no longer about sites, its about content. Content doesn’t live on a site, it lives online – in social media, in tweets, on Facebook, emailed between friends, mentioned, social bookmarked.

Conversation not destination

It is no longer enough to concentrate your online marketing around your website, with perhaps a cursory nod to Twitter or Facebook. Your charity no longer exists online as a destination, but as a conversation.

Social Media is becoming the first place that people will find you online. It’s becoming the place where they will donate, fundraise, discuss you, support you, engage with you.

The way people use the web is changing radically – Social Media is intrinsically wound up in the way people move around online. They can Like content in Facebook without being on the Facebook site. They can sign into discussions via social sign-in, or write or comment on blogs. They can follow discussions and topics on Twitter. The revolution is being televised – on YouTube, which has become the second biggest search platform after Google.

Increasingly, they’ll stop searching for you online, and instead you – and the issues that matter to your charity – will find them.

All this is breaking down the walls that kept content – and brand – tied to a single website.

Not an option

Social Media is no longer an add-on, or an option, or a means of driving traffic to your site. It is your site – it’s everyone’s site.

When you are thinking about your website you now need to think of your web presence – the way you engage online is changing, and so must the roles of the people in your organisation that support your website.

Just like you did for your website, you need a strategy for social media engagement that directly supports your organisation’s aims. You need measurable goals, and people to ensure that those goals are met. As much as anything, you need a change of mindset away from having a website manager or team and towards having an online engagement team.

10 years ago, there were still charities that didn’t have a website. Now, no serious charity would be without one. In a lot shorter time than that, no serious charity will be without a web presence that has social media at its heart.

* apologies for those of you who clicked the link to UniversalMcCann – yes that really is the world’s most unusable site

Social Media Training for Charities

Friday, October 8th, 2010

Tickbox Marketing are marketing and web specialists for charities and the arts. 

We regularly run marketing and web strategy planning, training and implementation workshops for our charity clients.

On the 28th of November we will be hosting a taster workshop at our Bristol offices for local charities. 

The workshop will cover:

  • Charity user engagement strategies
  • Which social media tools will work for you
  • How to measure resource allocation to drive your social media marketing
  • How to … guides for Twitter, Facebook and other social media apps

This will be a practical hands-on workshop and will enable you to evaluate or plan your social media marketing strategy for your charity, give you some practical tips on using the technology as well as looking at best practice and latest research in charity marketing.

Date: 28th of November
Venue: St Brandon House, 29 Great George Street, Bristol, BS1 5QT
Times: 10am to 1pm
Cost: £90 + vat

Lunch and refreshments provided

Please book in the first instance by e-mailing: training@tickboxmarketing.co.uk or call 0117 325 0091.

Numbers are limited due to our policy of holding smaller workshops to enable a more intensive learning experience for the delegate.

Don’t fear the Tweeter – opening your business to social media

Friday, May 21st, 2010

There was a recent discussion on one of the LinkedIn groups I’m a member of where the question was asked “who owns the responsibility for social media in your company?”

It’s an issue that we come across time and time again – understandably enough. Businesses work hard to maintain and control their public profile, and the idea of allowing free rein to any department to speak publicly for the company can give PR and marketing managers the cold sweats.

But with a little careful planning and training – and an element of trust – having a more open social media policy in your business can reap significant rewards.

Threat or opportunity

Just look at Social Media as another way of interacting with your community – apart from the technology, it’s no different to any other interaction.

There’s often a trust issue (mistrust mostly) when it comes to taking social media out of the hands of marketing or PR teams and empowering different departments.

Companies are used to their “marketing message” being centrally controlled, but in reality it never is. Your staff are sending out a marketing message every time they pick up the phone, talk to a client or supplier, drive around in a van with the company logo on it etc.

If you trust your staff to interact with clients on the phone – trust them to interact using social media.

Guidelines

You train staff to deal with face-to-face customer relations, so train them in social media relations.

Social media is a platform for communication – its not the message – and it’s
no more threatening (and just as much of an opportunity) as the telephone and email. Imagine where your business would be now if you had decided in 1993 that only the marketing team could use email!

With a bit of common sense, and the usual guidelines you’d apply to any public-facing interaction, an open social media policy can have many, many benefits for a company which far outweigh the risks.

Hitting the right note with Facebook promotion

Thursday, April 29th, 2010

I had this email from a musician friend of mine today complaining that he had been banned from Facebook:

“I know many of you use Social Networking Sites to promote your musical activities, particularly Facebook.

Be aware! They’ve just deleted my account without warning because I “was using Facebook to promote a business”. My crime? Telling the lovely people who’d agreed to be my FB friend that I was doing a gig!!

Just be aware that it’s not worth putting any effort into promoting yourself or your band/business via Facebook”

It’s easy to see why he’s so annoyed – after all, the people who he was “promoting his business” to had all agreed to get posts from him, so it was hardly spamming.

But his experience is worth learning from – whether you are a musician or a business looking to drum up trade on Facebook.

Social media is promoted strongly as a forum for promoting businesses – and with good reason. So it might seem odd that this can happen.

The trouble is that while Facebook is trying, commendably, to stop people blatantly spamming about their business online it isn’t always as clear as it should be about it’s rules and regs – unless you are one of the 1% of people who actually reads all the terms and conditions you sign up for.

Facebook can be used to promote your business – as blatantly as you like – but you have to do it in the right place.

What my friend – and many businesses who use Facebook as a platform – didn’t realise is that while Facebook doesn’t want you to use your personal page as a selling platform, it’s more than happy for you to do the same on a fan page.

What’s a fan page?
Essentially its a Facebook page that, in their words, “looks and behaves like user Profiles”, but can be used to “engage with customers and amplify your voice to their friends”.

Why do they make the distinction?
For two reasons mainly: Firstly to stop abuse of normal personal pages by spammy businesses, and secondly because Facebook can look to “monetize” these pages in a way that might appear, well.. spammy, if they did it with personal pages.

So, if you are a business just starting out in social media – make sure you put your promotional content in the right place or you could risk losing all your hard work. And if you are Facebook – try to make this point a bit clearer to ordinary users.

How to set up a Fan Page

Open a Facebook account, then go to this page on Facebook. Simple!

Charlie Simpson shows charities the power of Twitter

Monday, January 25th, 2010

What have one of the world’s oldest and most influential humanitarian organizations and a seven-year-old boy from Fulham got in common?

Both have shown in recent days the power and potential of using Twitter as a fundraising tool.

Twitter, and other social media, have become the front line for many third-sector organizations when it comes to bringing in donations – and have been used with great effect by the American Red Cross and Charlie Simpson.

From a single Twitter message, the American Red Cross was able to attract more than $35m online and mobile donations – more than for the whole of the Asian Tsunami and Katrina Hurrican appeals combined.

The appeal worked despite the charity not having a huge number of followers to receive the initial Tweet. But with careful targeting (including celebrities with massive followings, and other high-profile Twitterers) the ARC were able to leverage the power of social media to go viral very quickly.

Meanwhile, in the UK, seven-year-old Charlie Simpson raised £125,000 (and counting) for a five-mile charity bike ride he had hoped would raise £500.

And that was without any publicity other than a post on the JustGiving webite and a request to retweet from Unicef – the body he is raising funds for:

unicef_uk: Pls RT:Seven year old Charlie Simpson is doing a sponsored bike ride for UNICEF’s Haiti Appeal- You can sponsor him at: http://bit.ly/70mwpZ

Charlie’s fantastic achievement highlights Twitters ability to engage beyond the online world and into – and back out of – old media.

Once it became clear that Charlie’s fundraising campaign was taking off online, television and the newspapers picked up on it. The subsequent publicity drove doners to the web – where they not only gave, but carried on spreading the news. Old media keeps a very close eye on the web for potential news stories, and was quick to pick this one up.

There are some clear reasons why Twitter works so well in this way.

Twitterers, by their nature, like to share and spread information. The more they engage with others the more followers they are likely to get.

So, helpfully, the most popular Twitterers are often the most likely to retweet anything of interest. And a charity message – particularly one with a strong human element like Charlie’s story – is an ideal message to pass on. Firstly, it makes the sender feel they are doing something good, and secondly they know it will be well recieved.

So active Twitterers with large followings will retweet to others who have followings of their own.

The rapid snowball effect of this is what allowed an organization like the Red Cross – with a relatively small following – to rapidly spread its message through targeting the right Twitter users.

Smaller, or more specialized, charities can sometimes be put off Twitter by the feeling that they would struggle to build a significant following. But this example – and many others – shows that it is not necessarily quantity but quality that counts in terms of who is following you. Even if you are only being followed by 100 people, in reality your potential audience is closer to 100 million, as long as you know how to leverage it.

The ease of online giving is also an important factor. You can put out as many news reports and television appeals as you like, but the key is to make people respond to that call of action in the brief window where you have their attention.

If people don’t pick up the phone, or actively go online, while that window is open the chances are you’ve missed your opportunity.

Getting a Tweet – by its nature – means the reader is online, or using their mobile device. So you capture their attention and at the same time put in front of them an easy, quick and painless way to donate – ie a JustGiving page or other online donation facility.

This connection between message and call to action leads to a higher conversion rate – and more money for your cause.

As social media becomes more and more the default medium for spreading news quickly, Twitter for charities, not-for-profit and other third sector organizations is becoming less an option and more a necessity in the battle for hearts, minds and donations.

If you want to donate to Charlie Simpson’s charity bikeride – go to http://www.justgiving.com/CharlieSimpson-HAITI

To donate to the Red Cross – go to https://www.redcross.org.uk/emergencysite/Campaign.aspx?id=88917

How social media is helping charities

Thursday, December 3rd, 2009

We’ve been talking to a number of charities and not-for-profit organisations recently about using social media to help raise awareness – and more importantly funds.

Social media – done well – is a highly effective marketing and communication tool, and for charities, perhaps more so than for most.

What’s the big appeal for charities? Well, it ticks the following boxes:

  • It can be done by volunteers (with guidance)
  • It doesn’t have to take much time
  • It requires sign-up so your message is going out to people who already buy into your aims
  • It creates engagement and discussion among supporters – helping to highlight issues
  • It’s a cost-effective way of co-ordinating and informing volunteers, fundraisers etc
  • It can generate real-time calls to action

Where it’s done well, it can generate immediate and significant rewards. We’ve mentioned elsewhere how well we feel the National Trust uses Twitter.

By using it regularly to provide useful information to followers, they have built up a significant – and loyal – enough following to enable them to use Twitter as a powerful fundraising tool.

Following the recent floods in Cumbria, a number of National Trust properties in the region were badly damaged. On the same day that the damage was being assessed, the National Trust used Twitter to launch an appeal for funds to help repair the damage.

Within just a few hours, several thousand pounds had been donated solely by their followers on Twitter.

Not all charities have the same reach as the National Trust, but all can use this as an example of how to use Twitter (and other social media) effectively.

If you give (a useful and informative social media service) then you will receive (donations and support from your followers).