how to expand who uses social media
TRANSCRIPT
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Expanding Social Media Use
22 November 2012Kate Hughes,
Head of Communications
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This session...
Our social media journey Why do we need to expand who uses
social media? How we’ve expanded it What we’ve learnt Examples Questions welcome throughout
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Our social media journey
Jan 2010Present
Twitter, Facebook, YouTube, LinkedIn,FourSquare, Wikipedia, Live tweeting, ChiefExecutive blogging, Chair of Boardtweeting (@SueR10), Ning for internal use,launched internal digital engagement group, SocialMedia Surgeries, Tumblr for internal campaign…
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Limitations
Communications Team – not where action is! Power of social media is to make organisations
transparent and customers empowered Achieving SMT buy-in Giving people skills and confidence Social media use blocked in the business Some sites accessible for specifics (Chief Exec
blog, Ning, Tumblr)
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Achieving SMT buy-in
Sell your successes Present to SMT Present to leadership group Took a vote 1:1 sessions with senior
managers to encourage them to use it personally
Developed an approach which met their needs
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Digital Engagement Group ‘A willing volunteer is worth ten pressed men’ Meet every six weeks – coffee and pastries Based on social media café approach Tenant Engagement, Climate Change, Housing
Inclusion Informal learning and share useful links Managing my control antenna! Building confidence, slowly, privately
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Where next?
The big one for us is Customer Service Still making the case and seeking to
convince the right people Risks – high volume of contacts, need to
properly resource Ultimately - Estate Managers, Repairs
Operatives
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To sum up…
Start with the people who want to do it
Nurture them in a safe environment
Accept that it may take time
Share the passion!
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Kate Hughes
Head of Communications
Wolverhampton Homes
T: 01902 550455
Blog: www.socialhousingcomms.blogspot.com
Tw: @katehughes or @WolvesHomes