AUTHENTIC: How to do frontline social media: Morgan Bowers (a podcast, a video and a blog)

With social media dedicated frontline people can brilliantly provide a human face to champion the work an organisation is doing.

Morgan Bowers, Walsall Council’s senior countryside ranger, is a pioneer of this approach and has worked to innovate around how people outside the comms team in the public sector can do to really connect with people.

Seeing what she does blows away any institutional objections that comms people may have to opening up the gate to allow people outside comms to use social media. She connects using Twitter, Facebook, Scribd and a range of platforms not because they are there but because they serve a useful purpose.

Morgan is what happens when you open up social media use at an organisation to allow people to use social tools not as a one-off project but every day.

For my own part, I’m hugely proud of Morgan because I helped shape the open door access for frontline staff when I was at Walsall Council. In short, this was an appproach which saw people invited to come forward with ideas on how they could use social media. If their manager was fine and they were willing to have a chat we let people get going. One thing we did make sure of was that we got people to undergo some basic training for a couple of hours wiith a reminder that the code of conduct still applied online as it does offline. We also had six golden rules based around common sense that we asked people to abide by. Then we let them get on with it and were at the end of a phone if they needed help.

I’ve lost count of the number off times during training I’ve pointed to what Morgan is doing.

So, it was great to catch-up with her sat on a log in the middle of Merrion’s Wood surrounded with birdsong to chat to her to create a Soundcloud podcast you can hear here:

Twitter

Morgan started the @walsallwildlife Twitter account in March 2011 which has grown to 1,700 followers. She looks to update every working day and finds that pictures work well. This may be a newt survey or volunteers repairing a fence. She’ll look to respond to people and will try and answer when people have a question. For events, the real time element of Twitter works really well as well as joining in wider discussions.

Email

With more than 300-people added to her email list people who aren’t on social media can still keep in contact. If you come to a session you can get added to the mailing list to get updates on events being staged by the Walsall Council countryside services team.

Facebook

For Morgan, the people liking  her page are more from Walsall than further afield. Why? Maybe this is because Walsall people sign-up for it and when they comment thekir friends comment when they see them commenting or sharing an image. It becomes self-fulfilling but people are less inclined to click on a link to navigate away on Facebook than they are with Twitter. But they are more likely to share an image and ask what that particular plant or animal is.

Flickr

Pictures are taken by Morgan at events and while she is out and about and then posted to her own Flickr stream as a record of where and what things have been done.It builds up a useful image library not just of the places Morgan looks after but provides sharable content that can drive traffic.

Eventbrite

In the old days there used to be a telephone number and an answering machine and an email address too. Now, the eventbrite platforms allows Morgan to issue tickets for events for free.

Scribd

Being passionate about wildlife Morgan was keen to get information out about the bee populations in Walsall and how people could help. She created a download which was titled very ambitiously The Bees of Walsall: Volume One. It got 2,000 downloads in a short space of time. If a niche subject like bees and Walsall can achieve wuite a lot in a short space of time just imagine what will happen with a more mainstream subject that people are really, really keen to hear.

Audioboo

Morgan has recorded audio trails around places like Merrions Wood in Walsall where she can record short sound clips. She makes QR codes on laminated paper cheaply and then puts them up across the wood so people with smartphones can directly access the clip. The beauty is that it is cheap to do.

What’s the downside?

Is it all good? Are there times when there is a chalk mark in the downside column? Absolutely. ForMorgan, the grey area between work and life can be a problem. She has her own Twitter account where she can talk about other things on days off. But she does often respond when someone on Friday night asks what to do with a baby bird.

So, what’s Morgan‘s return on investment?

For Morgan, the drive for using social media is not to do it for the sake of it but to connect with people. Still do the traditional commss like the press release to reach some people but overwhelmingly the web of Twitter, Facebook and email can be the way that Morgan sells out her activities and sessions which is an important way that she can quantify how effective her and her department is.

The Meteorwatch events that draws people to Walsall venues to help observe meteor showers has gone from attracting just 20 people to brining along up to 3,000 people which is a staggering figure.

A short clip of Morgan talking about her work

Morgan Bowers talks about how she uses social media as a senior countryside ranger out and about. from comms2point0 on Vimeo.


SOCIAL PROPOSAL: Proposals to Improve Health and Wellbeing Board Social Media… what do you think?

179279964_8e0675c135_oThere’s a new network of key bodies across England that work to improve the health and wellbeing of their local residents and reduce health inequalities.

Known as ‘health and wellbeing boards’, they bring together the local council, clinical commissioning group, Healthwatch and other key local players in a genuine partnership and they do a really important job.

By their own admission they are not always great at using social media and, while there are some good examples, we think some light-touch guidance would encourage people to explore the opportunities of increased or improved digital engagement.

We’re very pleased to say that we have been chosen by the Local Government Association to help them draw up some proposals for this guidance and we’d like to ask what you think of it so we can polish and shape it.

We think better social media can lead to better engagement, better transparency, better communication, better curation and better listening.

Our broad thoughts in six points:

  • Rather than have a one-size fits all set of guidelines we think they should be phased from the entry-level one star right up to the top-of-the-class five star.
  • We think there should be some thought given to the name of whichever social profile is used. It may be that the name ‘health and wellbeing board’ is off-putting to some people.
  • We think there is enough guidance out there for professionals and we’d like to signpost people towards that. Doctors, for example, have the BMA social media guidelines. Elected members have some of their own too. We don’t want to replace these but we do make some suggestions for how social media can be used by the health and wellbeing board as a whole.
  • It’s not just Twitter. There is a range of different platforms. So when slides are shown, for example, they can be posted to a platform like slideshare so people can follow at home.
  • Yes, livestreaming meetings on the internet is a good idea and we’d not only encourage that but we’d ask that space be given for the public to ask questions via a social channel too.
  • We think engagement between meetings is key too. Not just during.

We think there should be some broad principles too:

The Five Be’s of an effective social Health and Wellbeing Board

Be engaging: it should interact wherever possible with users and reflect the debate.

Be timely: it should post information at a time that is most convenient to the audience.

Be jargon-free: it should use language that works on the platform of choice. It should not use jargon and language that people outside the health and wellbeing board would struggle to understand. It should be informal wherever possible.

Be connected: it should look to share content from partners and from across the public or third sector where is relevant. It could work with the partners who make-up the board to collectively focus on an issue to amplify a message and a debate.

Be informative: it should look to inform and to educate.

The five levels of social media

We’d love people to be on the fifth level but we have to be realistic. These proposed five levels give a low barrier to entry on level one and encourage councils to progress.

Level  Requirement
Level One -       Post meeting date and time on one social platform-       Jargon free
Level Two -       Post meeting date and time on one social platform-       Jargon free

-       Cover meeting discussion on one social platform and curate content.

-       Publish slides of presentations given at the meeting and post to a health and wellbeing board page or microsite.

Level Three -       Post meeting date and time on one social platform-       Jargon free

-       Cover meeting discussion on one social platform and curate content.

-       Publish slides of presentations given at the meeting and post to a health and wellbeing board page or microsite.

-       Livestream or allow residents to livestream and curate content.

-       Enable questions to be asked of the meeting from social media

Level Four -       Post meeting date and time on one social platform-       Jargon free

-       Cover meeting discussion on one social platform and curate content.

-       Publish slides of presentations given at the meeting and post to a health and wellbeing board page or microsite.

-       Livestream or allow residents to livestream and curate content.

-       Enable questions to be asked of the meeting from social media

-       Digital engagement through social media between meetings that is fed back into the entire decision making process

Level Five -       Post meeting date and time on one social platform-       Jargon free

-       Cover meeting discussion on one social platform and curate content.

-       Publish slides of presentations given at the meeting and post to a health and wellbeing board page or microsite.

-       Livestream or allow residents to livestream and curate content.

-       Enable questions to be asked of the meeting from social media

-       Digital engagement through social media between meetings that is fed back into the entire decision making process

-       Searchable agendas that used metadata

-       An interactive website that the public can comment on.

-       Members enabled to use one or more platform during and between meetings

 

So what do you think? Do you agree? Disagree? We’d like you to have your say on this.

Please complete our online survey at https://www.surveymonkey.com/s/LGAforHWB.

Visit the LGA website for more information and a Word doc version of the survey.

The consultation closes on 2 July.

 Creative commons credits

Jumping http://www.flickr.com/photos/40645538@N00/179279964/


SPACE LAB: We need to create time to experiment to survive

3105377322_82475318c6_oThere’s been a real drive for evidence based campaigns in the public sector just recently.

Government communicators have been asked not to do anything unless it’s based on data.

The argument goes that this cuts out the vanity campaign or the SOS – the Sending Out Stuff – that sees press releases and other things shovelled out the door because some action is better than nothing.

Don’t get me wrong, I can see real merit in having a get out of jail free card when faced with a senior request ‘for stuff.’

But I’m starting to think about if we need to create some space for experimentation. Things like Trojan mice. These are things that see you try something out low budget just to see if it works and you can learn from.

One example of this skunkwork lab is the excellent Torfaen Council Elvis gritter YouTube that’s been around for a while. If you haven’t seen it, it’s the low budget Elvis impersonator from the Valleys singing about how the council can’t be everywhere and not to panic buy bread. It’s brilliant.  It was done on a shoestring to make people smile, to tell them some important things and done entirely without research.

It works because it’s human and is entirely without strategy.

I was helping train a local government comms team last week when this clip came up and we showed it just to see the reaction. There was disbelief. Then laughter. Then real affection. It works. It just works. I rememberdiscussing it 12-months ag with someone who works for an authority who ruthlessly apply the research-led ROSIE logic.

“It’s really, really good and I love it,” she said. “But of couse we could never do it where I work.”

So how do you create the space needed to make the Trojan mice flourish?

Google famously give staff a day a week to work on their own projects. Some of those projects have become key to their future strategy.

Tectonic plates in the world of communications are shifting. The centre cannot hold. Different channels are emerging and with them the demand for new skills. If you want the evidence, more than 70 per cent in our survey four months ago said the job was getting harder.

So, the task facing the the comms leader is how to create some safe space to experiment.

And if you are a comms person in the trenches, how are you going to carve out some Google time for yourself to look after your future?

Creative commons credit 

Pencils http://www.flickr.com/photos/67958110@N00/3105377322/


11 Things A Public Sector Social Customer Services Should Have

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It’s always good to see slow burning success… and even more so when it comes for people who have worked hard on it.

John Fox spent a fair chunk of time at Sheffield City Council on a range of projects and working to get customer services engaged with the social web was one. I helped John wearing my comms2point0 had for a couple of days with this by showing what was possible. The baton has now been taken up after John’s departure which is good to see.

John has moved on to other things but Sheffield City Council has emerged on Twitter and has a dedicated customer services stream. It is early days but shows all the signs of being a success with a human voice.

It’s prompted me to re-blog the customer service post I made a while back and re-issue the reminder to comms teams to demonstrate their worth as a nit by making friends with this service and see how they can work better together – particularly on the social web.

11 things a public sector social customer services stream should have…

Have a dedicated customer services Twitter. Yes, I know your organisation probably has at least one already. But plan with scale in mind. You may be answering three or four a day now. But once your generic enquries email was doing that too. Just as you have different email accounts for different things you need different social accounts for different things too.

It should say when it’ll be monitored. 9am to 5pm Monday to Friday is fine so long as you make that clear. You’ll get more brownie points dealing with things out-of-hours but sometimes this just ain’t possible.

It should be staffed by real people. It should be authentic. Human. It should talk about the weather if it’s raining cats and dogs. That’s fine.

It should speak human. It should talk in a recognizably human way. Like real people do. It shouldn’t talk in jargon.

The actually doing it…

Start the day with a tweet from a real person. Close it the same way, too. Train operator London Midland do this beautifully.

Acknowledge the query. People don’t expect fully formed answers within the hour to complex problems. They know life isn’t always like that. But they do want to know you are on the case. The tweet that says: ‘Thanks for your tweet. Will find out for you’ is fine in the short term.

Get back in 24 hours or less. And make a point of saying this on your Twitter bio.

 Have a few people trained up. Not just one.

Never argue with an idiot, is what my Uncle Keith once told me. How right he was. How much of a web visionary he was, too. If you can help then help but if people shout, swear or troll you are probably better off spending your time answering other queries. Michael Grimes of the Citizenship Foundation’s seminal blogger engagement guide works well.

When in doubt think what you’d do if this conversation was taking place on the telephone. Which, when you think about it, is a lot more tricky than Twitter. You have to talk to people directly in real time. How tricky is that?

Use the channel as two way. Getting a flood of telephone calls about bin collections? Maybe a Twitter update and a piece on the website can help.

Creative commons credit

Help duck https://www.flickr.com/photos/16289690@N00/4040455314/


FUTURE COMMS: A comms plan to help people sleep at night 

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Well, it’s had a great innings but can we now finally bury the idea that using social media ad hoc in an organisation is going to change the world?

But what great days we did have.

We had a mantra of JFDI in local government – just flipping do it – and we did things under the rader without permission.We would chuck up a Facebook page knowing that IT didn’t know what it was so they couldn’t block it.

We could tweet election results without too much interference, snigger behind our hands and we could push the envelope.

But those days are over. We learned lots but no, we didn’t take over the world even though it felt as though we would. Today, many public sector teams have been cut back too far to have space to innovate. Even more worryingly, teams haven’t found a way to tackle the big issues that really matter to make a difference. They haven’t found a way to get the resources to do so either.

Sure, the trojan mouse idea of testing out four or five ideas to see where it’ll take you is one I enthusiastically believe in to help you experiment and see what works. But to really make a difference bright communications people need to take all that experience and find out what is keeping senior people awake at night. Then go hell for leather to tackle that, that and only that. But make sure the senior people know exactly what you are doing by reporting back using every means neccesary. Infographics are particularly good. Make yourself a sandwich board if you have to but just flipping do it.

Here’s a few ideas to help you…

Are you helping senior people sleep at night?

Here’s an exercise I came across during the LGComms Future Leaders programme at a session at Leeds Metropolitan University with Anne Gregory and Paul Willis. It was the best piece of training I had in the eight years I spent in local government and I suggest you do this quick exercise.

  1. Get a piece of paper and draw a blob in the middle. 
  2. Think of six people you do most of your work for in your organisation and write their names on the paper… the more important they are the closer to the blob you can write their name.
  3. Write down some things – let’s say six things – that keep those six people awake at night.
  4. 5612074901_1378aec493_bAsk yourself, are you really spending time with the really key people? 
  5. Ask yourself, are you really doing things to help the really key people  sleep at night?

My own conclusion to doing this exercise was that I wasn’t really tackling the issues that matter for the people that matter and I’ll bet you a slice of Victoria sponge that you aren’t either.

The goal of the bright communications team should not be vague ‘reputation’ or ‘awareness’. It is to prove in pounds, shillings and pence if needs be the value of the team before it is too late. It’s why I’ve long been convinced that channel shift and customer service are things that comms teams need to be closely involved with.

So how can we help tackle the issues that keep senior people awake?

If I had a pound for every time someone told me the words: ‘What we need is a comms plan,’ I’d have been rich. What they meant was they wanted you to tick a box for them. What they really wanted was to outsource the responsibility to you when we all know to be effective it should be a joint thing.

What you really need is a comms plan agreed jointly with the senior people around a table. This can take many forms but they need to have the following:

  1. Where they are now.
  2. Where they want to go.
  3. Something measurable and tangiable to show when they’ve got there.
  4. Who they want to talk to and how they can do it.
  5. Some ideas of resources.
  6. Some idea of evaluation.

Some of what’s in your plan will be traditional comms and some will be digital. You’ll have a mix of both and you’ll be working to make a difference to your organisation for the people who are going to be making big budget decisions in the not too distant future.

If yuo get this right your bosses’ boss will sleep at night.

And you won’t be sleepwalking towards a cliff either

By the way, I’m now available to help you with all of this and would love to do so. I’m dan@comms2point0.co.uk and @danslee on Twitter.

Creative commons credits

3:33 http://www.flickr.com/photos/7774088@N08/4131391566/

We will awake https://www.flickr.com/photos/25028863@N00/5612074901/


GOODBYE BUT HELLO: I’ve left local government for @comms2point0

“Mixed Media Installation by Peter Liversidge: Hello, 2013 (58Dear Reader,

Try to be happy. I’ve left local government so I can do more in local government and the rest of public sector.

For the past eight years I’ve been proud to be at Walsall Council helping to put them on the digital map and at times doing a bit to define what that map looked like. It’s been exciting. But it feels absolutely the right time to move on. March 31 was my last day and yes, I realise that breaking news on April 1 before midday carries risks. But this is no April Fool.

I’ve now become a freelance digital communications consultant turning comms2point0 into a start-up which means I can bring my expertise, drive enthusiasm and insight to help you do a better job for your organisation. That’s something I’m really, really excited about.

Three moments of epiphany

Former Sunday Times editor Harold Evans once said that he loved newspapers but he was absolutely intoxicated by the power and possibility of the internet. Me too. My first of three moments of epiphany came in 1993 when I discovered that I loved the art and craft of piecing together a story for a newspaper.

The second moment came in 2008 as a press officer when I heard the line: ‘With social media we no longer have to go through the Priesthood of journalists to talk to our residents’ and the third in 2011 when a chief executive spoke of the need to stop evangelising about social media but bring solutions that may just have some social media in.

In the next phase of my career I want to bring all three of those together and I’m massively excited and not a little nervous.

My proud moments

In leaving Walsall Council, I’m intensely proud of what I’ve helped do there. I was massively fortunate enough to have worked with a head of communications Darren Caveney who saw what the future would look like and trusted his staff to learn, grow and innovate. We both saw early that social media was not just a communications function. We shared the sweets with others. In leaving Walsall I leave more than 70 social media profiles and more than 100 staff trained. Some of them have gone on to develop into nationally significant digital innovators in their own right. Countryside ranger Morgan Bowers, for example. Environmental health officer David Matthews too. Dan Carins. And Kate Goodall. I’ve worked with some amazing people during my time there too numerous to list.

I’m proud I listened to Darren and Kate and that we were the first council in the country to use Twitter for 24-hours during #walsall24. We won the first LGComms social media gold award for that but best of all we shattered glass ceilings and in a day we embedded social media overnight. That makes me smile.

On Walsall

There’s a record industry giant you’ll not have heard of called Steve Jenkins. He was MD of Jive Records and was a key part in the success of Pete Waterman and Stock Aitken Waterman. He’s from Walsall and I got to know him quite well. He’s proud of the place. He used to have a railway sign from the town’s station over his desk in his office so people who came in would have to acknowledge it. “Where’s ‘Walsall’?” they’d ask. He’d fix them with a steely glare and say: “It’s nine miles north of Birmingham… it’s nine miles north of Birmingham.”

Walsall is big enough to be it’s own place and has a digital community whose vibrancy that will surprise you. The YamYam is a news aggregation site that brings together traditional newspaper websites with the websites of clubs, societies and bloggers. There’s more than 100 sites linked to it. Some are good, some are bad, some are contrary, some not.

It’s not always been straight forward, but I’ve grown to genuinely respect and admire many in that digital community. They care about their town. Their voice is part of the borough’s debate and discussion. At Walsall Council I’m leaving a stack of people who deserve to be garlanded daily for trying to make a difference in sometimes grim circumstances.

On local government comms

For those left behind in local government communications I’d say be proud, be determined and be very clear that you are a professional bringing value and demonstrate that value. Be the grit in the oyster and challenge. That’s your job.  There’s a whole load of stuff I’d like to write about that.

So, what’s the very exciting what’s next?

I’ll be working at comms2point0 full time. It’s now a company. Three years ago my colleague Darren floated the idea of comms2point0. It’s an idea we kicked around and shaped one sunny day watching a cricket match. We mapped it out with sticky notes, pens and paper. What is it? We post six links a day for comms people on Twitter and we have a blog which has mushroomed to more than 400 case studies ranging from 10 Downing Street, Unicef, Orkney Council, Unicef and the EU. We now have reached 30,000 unique users a month. That’s a bit crazy, really.

We’ve helped run events, we’ve trained people and for IEWM we’ve written the best whitepaper on using social media in the public sector that has ever been written (disclaimer: I’m biased.)

I’ve been nominated to be a Fellow of the RSA and I’ve been appointed to The Guardian public leaders editorial board. I want to carry on with pro bono work for the localgov digital group.

When I’ve been working late at night on comms2point0 I’ve joked with my wife that this would help me get my next job. It’s now become my job and with Darren continuing to play a big role I’m nervously bouncing with excitement at what it will help people to achieve and is already helping.

I’m working and will be working with IEWM, Public Health Wales, the LGA, a number of councils, the Langstone Society and several others. I’m grateful to those people on my journey I’ve asked for advice and who have been generous in giving it.

The free element of comms2point0 will remain. There will be links. There will be a blog – now more than 400 – there will also be a reactivated regular email. But other rather good things are in development. If I was American or younger I’d be calling them: ‘awesome.’ I’ll still be blogging on my own blog that’s in its fifth year.

So, in saying goodbye I’m also saying hello. It would be good to hear from you to hear what your challenges are and maybe see if I can help. Or maybe just to wish me luck. You can do that via @danslee or @comms2point0 on Twitter or via dan@comms2point0.co.uk.

I’m excited but nervous which is just how it should be. I’m taking a leap but it already feels like the right one. But if you’ve gained something from something I’ve written or shared I’d love to help you further  and tell your friends too. I’ll get you a slice of cake next time I see you out.

Yours,

Dan Slee

Creative commons credits

Hello https://www.flickr.com/photos/48973657@N00/8921138110/

Hello, Lionel https://www.flickr.com/photos/79294591@N00/5506213445/

cake https://www.flickr.com/photos/78749146@N06/10470758366/


DIGITAL LEADERS: Vital lessons from a human leader and a lone dancing nut

Three great things happened in local government in the West Midlands last week and it’s been a while since that happened.

Firstly, new Birmingham City Council chief executive Mark Rogers posted his first blog in his first week in charge there… and it was human. It didn’t fall into the trap of councilspeak. Or jargon. It felt like it was written by a real person. Online, the mood of staff and those who care about the city rose by several degrees. You can read the blog here and see some of the reaction here.

Ready, Steady, Go  - Google Chrome 09032014 081308

Okay, so this is a small step and ranged against the good times is the small matter of the £822 million that needs to be saved from Birmingham’s budget, the need to sell-off the flagship NEC, the 1,000 jobs that will go this year and the need to turn around the giant super-tanker pretty darn quick.

The task facing Birmingham City Council is immense. It’s going to hurt. But the knowledge that there is a human being in charge gives an injection of hope and the knowledge that the city stands a chance. You could argue that from this point on Mark will never be as popular. You could also say that times must be bad for public sector when a demonstration of being obviously human behaviour from someone at the top gets such a warm welcome.

And engaging on Twitter

Secondly, Mark started to engage with people online and Twitter saw a few human interactions between the bloke in charge and the bloke who does things for him as a far smaller part of the wheel. He even quoted Joe Strummer.

Lessons from a dancing nut

Thirdly, and rather wonderfully someone in Mark’s network Liz Newton shared a link that Mark suggested people go watch. It’s leadership lessons drawn in under three minutes by a dancing guy in a field at a festival. At first, it’s just one dancing guy but in under three minutes the field is transformed.

(QUICK NOTE: THE YOUTUBE CLIP REALLY IS A KEEPER SO DON’T SKIP IT.)

To quote the narrative spoken by Derek Sivers who posted the video:

First of course, a leader needs the guts to stand alone and look ridiculous. But what he is doing is so simple it’s almost instructional. This is key. It must be easy to follow. Now here comes the first follower with a really crucial role. He shows everyone else how to follow. Notice how the leader embraces him as an equal so it’s not about the leader anymore it’s about THEM the plural. It takes guts to be the first follower. You stand out and you brave ridicule yourself. The first follower is an under-appreciated form of leadership. The first follower transforms a lone nut into a leader. If the leader is the flint the first follower is the spark.

Now here’s the second follower… this is the turning point. It’s proof the first has done well. Now, it’s not a lone nut and it’s not two nuts. Three is a  crowd and a crowd is news.  A movement must be public. Make sure outsiders see more than just the leader. Everyone needs to see followers because new followers emulate followers.

Now we’ve got momentum. This is the tipping point. Now we have a movement.

Leadership is really over-glorified… there is no movement without the first follower. When you see a lone nut doing something great, have the guts to be the first person to stand up and join in.’

So, that’s three lessons for leaders delivered by social media by one lone bloke in a suit in less than a week.


INFO SKILLS: Essential social media skills for librarians (and others)

6175154545_79fc17d7e8_bIn all my years in local government I’ve not come across anyone so Militantly passionate about the job they do than librarians.

So, it was great to be able to sit down with 12 of them and talk to them about social media and how it could work for them. Walsall Council countryside ranger Morgan Bowers came along too and I’ve hardly finished a training session over the past few years without pointing to her as an excellent example of what a frontline officer can do with social media.

For those that don’t know she blogs, she tweets, she Facebooks and she posts images to Flickr. She’s also written an e-book entitled with great confidence and surity ‘The Bees of Walsall Vol: 1.’ Almost 2,000 people have downloaded the e-book which for me redefines how you should approach an audience.

Firstly, here are some links which show what is possible. It’s vital to look outside of the sector that you work in which is what we did here.

Some basic principles

‘Organisations Don’t Tweet People Do’ is a book by Euan Semple. Even if you don’t buy the book – and you should it’s great – then think of the clear advice that sentance gives. Human beings respond to human beings and not logos.

345712329_f1375f13c0_o‘Be human.’ is good advice on how to engage with people over the social web. In fact it’s good advice for life.

‘The 80/20 principle’ is a good way of looking at a great many things. On the social web it works out as 80 per cent conversational and 20 per cent the stuff you really want people to know. So be sparing with your library events and talk – and share – about other things.

Good social media

Appliances Online Facebook – because they have more than a million Facebook likes by good online customer service done in a human voice:  https://www.facebook.com/AOLetsGo?fref=ts

Sandwell Council Facebook – because there isn’t a Facebook page anywhere in the public sector that is done better than this West Midlands council  https://www.facebook.com/sandwellcouncil?fref=ts

DVLA’s I Can’t Wait To Pass My Driving Test Facebook page – because it shows that putting aside thr logo and even the name of the organisation works if you get the people to pay attention to pay attention:  https://www.facebook.com/mydrivingtest?fref=ts

PC Stanley on Twitter – because it shows a human face in an organisation from a West Midlands Police officer:  https://twitter.com/PCStanleyWMP

PC Stanley blog – because it shows a human face and talks about anonymised aspects of police procedure that most people don’t know about  http://pcstanleywmp.wordpress.com/

8146367606_dae8e82d70_oStorify Streetly floods – because it shows how social media reacts in a crisis and how a trusted voice from police, fire and council online can fill the news vacuum http://storify.com/danslee/social-media-and-flooding-in-streetly-walsall

Facebook in libraries

Facebook works best updated two or three times a day with sharable content. Pictures work well. So does video. Be engaging and informal.

100 Libraries to follow on Facebook – blog http://www.mattanderson.org/blog/2013/01/31/100-libraries-to-follow-on-facebook/

British Library https://www.facebook.com/britishlibrary?fref=ts

Library of Congress https://www.facebook.com/libraryofcongress

New York Public Library https://www.facebook.com/nypl

Halifax Public Library https://www.facebook.com/hfxpublib

Birmingham Library https://www.facebook.com/libraryofbirmingham

Twitter

Realtime updates work well. Pictures too.

Author Amanda Eyereward https://twitter.com/amandaeyreward

Author Carin Berger https://twitter.com/CarinBerger

100 Authors http://mashable.com/2009/05/08/twitter-authors/

Birmingham Library https://twitter.com/TheIronRoom

Librarycamp https://twitter.com/LibraryCamp

Orkney library https://twitter.com/OrkneyLibrary

Waterstones Oxford Street https://twitter.com/WstonesOxfordSt

Essex libraries https://twitter.com/EssexLibraries

Just for you here are a few examples of tweets:

Images are powerful

Images work really well and there are a couple of resources. You can link to images you find anywhere. It’s the neighbourly thing to do and you are driving traffic to their website so people will be fine about that.

You can link to Flickr which is a depository of more than five billion images. See the Libraries Flickr group here: http://www.flickr.com/groups/librariesandlibrarians/

But remember not to abuse copyright. Don’t ever right click and save an image hoping you won’t get found out. There’s a Google app for just that. But what you can use are images which have been released with a creative commons licence. Basically, creative commons allows the re-use of pictures so long as you meet basic criteria. There are several types of licence so check to see which licence has been attached. Often people will be fine for re-use so long as you attribute the author and link back to the original image.

1140607337_e05a4b2a4a_oSearch the Compfight website ticking the creative commons search button http://compfight.com/

Have a look at Wikimedia which has a lot of specific content. If you are after a creative commons image of Jack Nicholson or The British Library search here:   http://commons.wikimedia.org/wiki/Main_Page

Audio

You can brighten up book discussions amongst reader groups, or author visits, or bounce and rhyme stories by recording them with people’s permission and post them to Audioboo or Soundcloud. These are applications that gives you three minutes of audio that you can share with the web or embed in a webpage.

Here is author WHJ Auden readingh one of his poems: http://ht.ly/tSdv6

Blog

Blogging is made for libraries and librarians. You can host discussions here and allow for comments on different aspects of the library.

Author reading: http://www.sarahsalway.net/2012/03/01/pop-its-the-last-day-of-the-pop-up-poetry-reading/

Literary blog http://www.internetwritingjournal.com/authorblogs/

YouTube

Video works great. You can make your own or maybe there is some content around a theme you are looking for. The First World War, for example. Create your own channel or search and share what is there. Look out for the comments section here. They can be a bit ripe.

Birmingham Library http://www.youtube.com/user/LibraryofBham2013

Southend library reading group http://youtu.be/dEh7fBfB_O4

But where will I get the content from?

It’s amazing how once you take a few doggy paddle strokes in the shallow end that all this makes sense and you start over time to get a return on the time you put in. There are no quick fixes. A few minutes a day will help you and as with anything what you get out is what you put in.

Here are 11 things you could do as librarians

1. Record an interview with an author on Audioboo or Soundcloud and post to your Facebook, Twitter or email list.

2. Post details of events to your social media accounts. Use something like hootsuite to schedule when the messages appear so if needs be repeat the message at a time when more people are likely to be around. Lunchtime, first thing in the morning and evening are times when people tend to be online more. Don’t forget though, if you are cancelling the event, to unschedule any queued content.

3. Share things that other people have posted. If it is in your geographical area and a public sector or third sector organisation have posted something share it or retweet it. You’ll find that they’ll be more inclined to do the same.

4. Use a popular hashtag on Twitter around a TV programme. Check the schedules. A link to a book or DVD on dancing or dress making with sequins may work with the hashtag #strictly while Strictly Come Dancing is being shown on a Saturday night.

4993073773_09ef5a6093_o5. Connect with other librarians so you can build a network of other people doing a smilar job to you. This works especially well with Twitter.

6.  Use an image of a cat from compfight that has a creative commons licence – see the above – to illustrate a campaign on cats and other animals. What you have on your display shelf or window can be repeated online too.

7. Create a Facebook group or a Google group – which works with email – for a reading group.

8. Post book reviews from librarians on your website and onto the social web.

9. Take a picture – with people’s permission – of people using the library or people taking part in an activity.

10. Be creative. Ignore all the above and use your imagination. Make your own case studies.

11. Install WiFi.

Picture credits

Who needs books? http://www.flickr.com/photos/boltron/6175154545/sizes/l/

Sitting reading http://www.flickr.com/photos/jstar/345712329/sizes/o/

US poster http://www.flickr.com/photos/jstar/345712329/sizes/o/

Library search engine http://www.flickr.com/photos/47823583@N03/4993073773/


#NHSSM #HWBlearn can you help shape some key social media guidelines?

8437560643_19ffc287a9_oYou may not know this but there’s a corner of local government that’s has a major say in decisions that will affect how your family is treated when they are not well.

They’re called health and wellbeing boards and while they meet at Town Halls they cover the intersection between GPs, local authorities and patients groups.

They also have a say on spending worth £3.8 billion – an eye watering sum in anyone’s book.

The LGA themselves say:

“Health and wellbeing boards (HWBs) are crucial part of the new health landscape, the drivers of local system leadership and will provide an unprecedented opportunity to bring together local government and health services together to improve health and wellbeing outcomes. Local system leadership is required to ensure that the totality of public resources are brought together to address shared priorities for health improvement.”

Okay, so what?

Well, many of them do great work but there’s a growing feeling that they could do better to use social media to really engage with the communities they serve. So we’re helping see how some social media guidelines can help.

Drawing up social media guidelines

We’re a bit excited that the LGA through their health and wellbeing board integrated care and system leadership have asked comms2point0 to take a look at how this could be improved. That’s a real chance to help connect those who are making the decisions with those who are being affected.

So, as part of this review it would be great to crowdsource some ideas and insight from the online community to help shape the guidelines to be the best that they could be.

What questions should we ask?

I’d be keen to understand – particularly from people working with Health and Wellbeing Boards – if social media could play a role?

If it is playing a role already, what that role is and also what success may look like?

Who should we be talking to?

Should we respond?

What could the benefits be?

What are the barriers?

So, how can you help?

If you work in local government, the NHS or have an interest in the NHS I’d welcome your thoughts.

  • There is a #nhssm discussion on Wednesday February 12 from 8pm. Thanks to the brilliant Gemma Finnegan and her colleagues they’re hosting a discussion. Use the hashtag #nhssm to contribute. It would be great if you did.
  • Feel free to comment on this blog post.
  • Ask your council how they are using social media for their health and wellbeing boards.

Thank you!

Dan


GOVCOMMS: 7 things to bring local and central government comms people together

9422535872_8e4d08002a_bSo, how do local government and central government comms people work better together?

There was an event the other day in Whitehall which looked at this very topic which I would have loved to have got to. But I work in the West Midlands so that wasn’t going to happen.

It’s a good question and one that I’d given a lot of thought to just recently. Not just because the LGComms Future Leaders course I’d been involved with was asked just this question and asked to come up with a presentation.

One of the good things about being in the public sector is the ability to share ideas and approaches. This doesn’t happen in the private sector. As one person recently put it, they’ll tell you what they did but they’ll just leave out a vital piece of information so you can’t follow. It’s like handing over a car without the spark plugs.

So here are some things that should happen.

6 things to bring local and central government comms people together

1. Realise that each side isn’t the enemy. You’d be forgiven for thinking sometimes reading the Daily Mail that local government was to blame for the banking crisis, Northern Rock and the nationalisation of the banks. Just think what would have happened had local government mis-sold products. Step aside from the headlines and realise that there is more to bring  civil Service and local government comms people together. We both face the question ‘what does communications mean in 2014?’ for example.

2. Paid secondments both ways. A few years ago a secondment from local government into the civil service could have been do-able. Not now. There isn’t the spare capacity anymore in local government. But funded posts could help backfill and share the knowledge. Even better if they are French-exchange-style two way affairs. Better still if they involve co-operation on the same project.

3. Open up central government training to local government. The Goverment Communications Service (formerly the Government Communications Network) stages a range of good training opportunities. It would be great if this was open to local government too.

4. Open up local government seminars to central government. Places like LGComms put on some excellent sessions. The different perspective of a Whitehall comms person would be useful. Just as the comms person more used to dealing with the community would be a benefit to a central government person.

5. Encourage events like commscamp. In February last year more than 130 comms people from Whitehall and local government came together in a joint event for what must have been the first time. There were more than 400 on the waitlist when it was turned off.  The agenda was decided on the day by those who went. Anarchy? Not really. It worked beautifully. It was organised by people in central and local government in their own time. (Disclaimer: I’m biased as I helped co-organise commscamp.)

6. Realise that neither side is better. They’re just different. As government departments put more focus on stakeholder groups local government listens to residents more. At a time when the Foreign Office is putting more effort – rightly – into answering queries on Twitter there’s pr people in Staffordshire or Norfolk who could tell them a few things. They are two different skills. It made me realise that neither side is better. We’re just different.

7. We both work in the public sector and should be proud of that. Sure, the private sector does some good things. But we delivered the Olympics, we save lives, we keep the roads running, our children educated and a whole load of other things too. How much better is that than flogging toothpaste?

EDIT: GCS courses are also now available to local government people. That’s welcome.

Creative commons credit.

Big Ben http://www.flickr.com/photos/mahatsorri/9422535872/sizes/l/


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