Monday 10 April 2023

Social Care & Health goes Digital:  Top Tips for Online Success

Conrad Maskell, Citizen Portal Market Development

Andrew Chilvers, Digital Editorial Director

Our Presenters

Conrad Maskell

Citizen Portal Market Development

OLM Systems

20 years experience in Local Government with 10 years expertise in

portal development within social care and health

Andrew Chilvers,

Digital Editorial Director

Pavilion Publishing and Media

25 years experience of editorial/stakeholder engagement using

videos, blogs, podcasts, social media

Agenda

The New Digital Landscape

What is a portal?

What do citizen’s expect?

Top Tips for Digital Success

Questions and Answers

Our Presenters

Conrad Maskell

Citizen Portal Market Development

OLM Systems

20 years experience in Local Government with 10 years expertise in

portal development within social care and health

Andrew Chilvers,

Digital Editorial Director

Pavilion Publishing and Media

25 years experience of editorial/stakeholder engagement using

videos, blogs, podcasts, social media

The New

Digital

Landscape

Just over 8 in every 10 people in the UK have used the internet (85%)

Daily internet usage has doubled in last 6

years

2013

2007

of the over 55’s now bank online

of all internet access is through mobile

phones

Internet usage in the UK today

A new way of life…

This only reduces to 7 in every 10 people in the 65-74 age bracket

33%70%

Digital is essential, but

before you start…

Important strategic questions

How are you going to find out about and engage your

communities?

How are people currently getting information from you?

How are you going to engage with your partners?

How are you going to enable self service either now or in the

future?

Maybe the answer is a

Portal

What is a Portal?

A portal is not just something out of Star Trek

What is a Portal?

A portal is a enhanced website that allows you to:

Listen and engage with your communities

Provide information & advice

Run and monitor campaigns

Lower your cost through self-service

Tip 1:

Think about the users

Who are your users?

My Mum needs a

bit of help

I want to help

people in my ward surgery

Where can I get

some homecare

?

Can I get any

money to help? I’m a

housing worker and I

need…..

I’m lonely – what’s

going on in my area?

My Dad comes out of hospital

soon

My wife has dementia, is

there a support group?

How much should I pay for a home?

What users want from a portal

Search for local organisations and information

Informative and engaging content pages

Personalised information & signposting

Simple navigation

On-line forms

Account to save information

Feedback and share own experiences

Search

92% of users use search

The majority will want

local services information

But you also need to

cater for the

non-computer literate

Multiple routes to the same information

The best experiencefor all users

Tip 2:

Personalise the

experience

Tip 3:

Everywhere, every device

Everywhere, every device

You need a

solution that is

available 24hrs

a day, 7 days a

week

Responsive Design

Make sure

you are

Multi-

Device

Friendly

Live example for a Portal

Tip 4:

Content, Content, Content

Content: The Council

Needs to be able to update content easily

Understand your key words for search engines

Access to analytics to improve and optimise

Content: The User Experience

Be clear, concise and impactful

Watch your language

Integrate social media

10 levels of intimacy

A director’s helping hand – on video

Health managers talk to the community

Tweet videos directly to your network

Using social tools to get connected

So who’s talking about you online?

Is anyone listening?

Going mobile with your communications

Older people are now going mobile

Mobile blogging: anytime , anywhere

Using social tools in a crisis

Health and care – heart of the community

To recap: here are some tips

1. Make sure the portal is properly keyworded. Use wordtracker,

Google tools such as adwords or paid for tools such as SEOmoz.

2. Blogs are hugely important. Use them for thought leadership,

events and community issues written by senior managers, staff

or partners, such as MIND and Age Concern. This will help to

create sustainability.

3. Use videos and podcasts and set them up on channels.

4. Use the different social media tools and channels to push out

your thought leadership blogs and use them for conversations

with your community.

Questions and Answers

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