peter marland director of housing services @petemarl jenna condie lecturer in psychology...
TRANSCRIPT
Peter MarlandDirector of Housing
Services
@petemarl
Jenna CondieLecturer in Psychology
@jennacondieSocial Media: The Business Case & the Psychology
1999The first stock transfer following the
Housing Act 1996ERCF funded (£5.5M) to address negative value of the stock and to offer a route to a
privately funded sustainable solution
Stock Transfer 1999
• >300 empty properties (30%)• Rent Arrears >£160K (600
tenanted units)• High Crime• ASB very high (often
not reported)• Resident Dissatisfaction very
high• No demand for properties• People waiting to move out• Experiment expected to fail
2013• Empty properties 0.1%• High demand for stock• Allocations – local lettings
policies• Arrears reduced by over
50%• ASB significantly reduced • Crime significantly reduced• Racial Harassment (almost
non existent)• Top 18 RSL (HQN, Inside
Housing) ....2007• Award winning company
“Impressive customer service improvements over the last year through a commitment to continuous improvement via the Pioneer Way”
“Openness and ease of access to its
services”
The Pioneer Way…
Social Media Luddites• Social media is No1 activity on the web• You tube is the worlds second largest
search engine• 39m Facebook users in UK (1 Billion Globally)
• 50% Worlds population is <30• 92% of <2’s have digital footprint• FB users…25% check accounts >5 times a
day• 50% internet access through phones• 1 Million websites integrated into
Facebook• Average FB user has 130 friends• Can we afford to be on the side-lines?• How can we influence our online
reputation?Think about the business case !!!
Applying Psychology to Social Media
dullhunk
@ukmediapsych#mediapsych
Facebook pages as ‘places’
Places where people construct themselves in dialogue
The daily dilemmas of
online community engagement
Connect with Customers Cost effective
Manage our on-line reputation
Raise Awareness
Message customers immediately Challenges !!!
• University-industry partnerships• MSc Media Psychology student
dissertations• Measures and methods• Future research projects – what next?
Evaluating social media for tenant engagement
• Privacy, disclosure, and safety• For tenants and staff
Ethics
• E.g. Analysing discourse to avoid positioning social housing tenants as ‘benefit cheats’:
Reflexive practice
• Behaviour change e.g. energy use• Digital storytelling • Empowerment: person to person communication • From Complaining to contributing• Openness and sharing experiences
Enhancing Communication
Participatory Culture
Social media is more about psychology and sociology
than technologyBrian Solis (2007)
Image: Flickr: Florin Hatmanu
Thank you for listening
@petemarl@jennacondie
Peter Pioneer-HomesAshtonPioneer
[email protected]@salford.ac.uk