Learning to listen: beyond surveys and focus groups

Dominic Campbell23rd June 2009 #FGL2L

This Morning

• Making sense of the noise – Paul Taylor 6 Consulting

• Case study of Greater Manchester Police – Matt Brazil 6 Consulting

• Practical bit

• The Obama Campaign - gauging local opinion and the impact of social media - Merici Vinton, North Carolina Director of New Media, Obama for America

• A new kind of relationship? – Carrie Bishop, FutureGov

• Questions, conclusions and next steps

• Lunch

#FGL2L

FutureGov: our focus

• Community engagement– Communication– Democratic engagement– Consultation through conversation

• Collaboration– Enterprise 2.0– Joined up working within and across organisations

• Change management– Coproduction of services– Encouraging peer to peer relationships– Internalising and making use of feedback

Us Now

convergence

Custengagemications?

a new world…

Recent communications shift:

• 11 text messages sent daily on average (mobile)• 23.5 million UK adults (69% of the adult population) use

the internet “every day or almost every day” (Source: ONS August 2008)

• c.146 million people visit a blog hosted by either Blogger, Word Press or Live Journal each day (Source: Alexa.com)

• Facebook 2nd most visited site in the UK (after Google). 120 million active users worldwide (Source: Alexa.com)

vertical model

(new) horizontal model

expectations and opportunities

• Rising/changing customer expectation around voice (consultation to conversation) and access (come meet me in my world)

• Organisations need to co-exist equally in this ‘virtual world’ as well as the ‘real world’

• Making best use of all the information and potential customer involvement/coproduction opportunities

• Effective use of web 2.0 breeds high levels of loyalty and involvement

but where to start?

user contributions via the web

Content

Blogs Photos Online community contributions

Wikis Audio and video

Annotations

Comments Tags/bookmarking Ratings

first – reach out and listen

conversation dashboards

tools for participation

dealing with the good…

the bad…

and the ugly…

trolls and mischief makers

reach out and find your voice

just don’t do a Habitat, ok?

This Morning

• Making sense of the noise – Paul Taylor 6 Consulting

• Case study of Greater Manchester Police – Matt Brazil 6 Consulting

• Practical bit

• The Obama Campaign - gauging local opinion and the impact of social media - Merici Vinton, North Carolina Director of New Media, Obama for America

• A new kind of relationship? – Carrie Bishop, FutureGov

• Questions, conclusions and next steps

• Lunch

stay in touch

http://futuregovconsultancy.comhttp://futuregovnetwork.comhttp://twitter.com/futuregov