#BESTBYWM 2014: Good But We Dare Not Stand Still

14606509774_102b1412ab_kNo question I’m really proud of being involved for a second year with IEWM’s Best by West Midlands initiative.

From Herefordshire in the south to Stoke-on-Trent in the north the region and across the Brum and Black Country conurbation continues to blaze a trail for how local government best uses social media channels.

Last year the Best by West Midlands whitepaper and survey gave a snapshot of where authorities were.

This year, the 2014 survey has done the same and have we moved on? Of course we have. You can read the round-up post here.

But a couple of things really stood out and I’ll blog them in the coming weeks. Not least the statistic that comms teams are comfortable with the established platforms like Twitter and Facebook but new channels like Snapchat and WhatsApp? Not at all. Of the 18 channels used – three up from last year the results paint a picture.

Most Used Channels

Twitter 100 per cent

Facebook 96 per cent

YouTube 81 per cent

Flickr 65 per cent

….

Whats App 4 per cent

Snapchat 0 per cent

Source: Best by West Midlands IEWM July 2014

The findings formed part of a session at commscamp last week and it turns out this blindspot for new channels is not something unique to the West Midlands.

You need a digital comms expert in your team.

It’s something I’ve been banging on about for some time now. The world is changing. You need to keep pace. Unless you have someone horizon scanning you’ll be missing the bigger picture. Sales pitch: that’s a service comms2point0 provides but really as a comms person you need to have a voracious inquisitiveness about how the web is changing your job.

But what is Snapchat?

The low down is that this is a picture messaging service beloved of young people. It’s picture led and is meant to disappear from the web in 24-hours. The sender can opt to save a pic and the the recipient can take a screenshot. There’s a useful parents guide that Snapchat themselves have produced.

Some brands have started to use it like McDonalds who are telling people about changes to the menu and offers, the Philadelphia Reds baseball team giving behind-the-scenes access and the World Wildlife Fund who used a Snapchat-inspired campaign and this short YouTube clip showing endangered species at risk and asking if the images would be their #lastselfie.

You can watch the YouTube clip here:

The stats are that Snapchat is growing although the detail is hard to piece together. A survey suggests 25 per cent of smartphone users in the UK have Snapchat and 70 per cent of users are female.

 What is whats app?

It’s SMS without the spiralling charges. You send and receive something that looks like SMS but without the individual charges. As of April 2014, there is 500 million users and the company which was bought for $19 billion by Facebook says it has only just started.

It’s fair to say that marketing and comms people are baffled by what impact this will have on them with predictions of zero impact although others have been creative to engage with it. Like the Israeli chocolate company who created a game for users to play and the Bollywood cinema who created a competition to promote a new film.

But is this something that comms let alone public sector comms has got their teeth into? Not at all.

Your two big challenges

Firstly, you need to know where do they fit in the landscape and secondly, we need to think how we go about getting the skills.

Screen-Shot-2014-02-25-at-1.22.19-PM.png (288×435) - Google Chrome 13072014 111604The re-assuring thing in debating this at commscamp is that this feels no different to Twitter in 2007. Those that work in comms and PR at first thought it would go away and then we gradually worked out how to use it. That’s a journey we’ve already been on so shouldn’t be too worried.

It’s fine for us grown-ups to work out what these platforms are so you don’t appear like the magistrate who famously asked: ‘Who are The Beatles?’

The old rules stand true. Go onto a platform as yourself for a bit to understand the language and what works. Then think about using it yourself.

I’ve argued before that there needs to be space to experiment away from the bustle of the day job and campaign evaluation. This is one of those times.

Creative comms credit

Grid: Ann Kempster https://www.flickr.com/photos/annkempster/sets/72157645172301580/


SOCIAL VOICE: Corporate Criticism Shouldn’t Be Taken Personally

136999986_e410a68efb_oThere’s a thing about people who put their heart and soul into making a social media account work.

They go the extra mile, they’re pushing at the margins and they take a real sense of pride about what they are doing.

But there’s also something that connects them whether profile they are running whether that’s a town centre Facebook, a corporatel Twitter or an NHS Trust YouTube channel.

Because they put heart and soul into what they do their skin is that bin thinner when they face criticism of the organisation or service they front-up online.

Is it aimed at me? It feels like it… 

“I used to go onto our social channel in the evening and answer questions,” one said to me recently. “I don’t bother now. When I’ve spent all day being told that I’m rubbish and the service we provide is dreadful I’m worn down. I just don’t want it in the evening as well.”

Of course, that person isn’t rubbish and the person making the complaint isn’t singling out that individual. They just happen to be the person operating the place where people can make a voice heard.

It’s a feeling I can relate to. A one-off project I helped run went well but the numbers we produced were lambasted by a lone voice in the early hours of the morning and that made me far more angry than it probably should.

That’s not to say that there should be no criticism or even that it’s always, always unwelcome.

We should just acknowledge that when a half brick comes flying towards an organisation’s social media it’s not meant for you but the organisation you work for. It’s rarely personal.

Creative commons credit
Dandelion https://www.flickr.com/photos/51194339@N00/136999986/

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/


FROMAGE SHOP: Why Being Human Beats Being French Cheese

Have you heard the one about the chatty English book shop and the unspontaneous French cheese maker?

One has 50,000 followers on Twitter and from their smartphone give a slightly idiosyncratic view from Waterstones in Oxford Street, London. It shows how trusting staff can work.

The other President Cheese has 153 followers and employs a company with a team of 13 in a Star Trek-style ‘war room’ that takes up to 43 days to draw-up a tweet in a highly planned campaign.

But for me nothing I’ve come across better illustrates how being human on social media runs rings around the scripted, over agonised and contrived.

For the book shop you can substitute it for the Lakeland Shepherd, the police constable or the Scottish island librarian. All people for whom with engaging conversation online builds bridges.

Here are a few quick examples:

This right here is the culture clash that I come across talking to the traditional comms person who doesn’t want to let go of the reigns, agonises over and wants to measure everything.

I’m not against scheduling some content. Honest, I’m not. The 3am tweet from the NHS to reach the person suffering from stress and unable to sleep is inspired.

I’m not even against measuring things. What people did as the result of some digital content is far more interesting than the size of the audience.

I quite like the 80-20 split that many good social profiles have. The 80 per cent conversation and the 20 per cent things you’d like people to know. The pics of bees posted along with a rescued bat in Walsall Council countryside ranger Morgan Bowers’ work to build an audience. The occasional update about basket weaving gets people along to her sessions.

But the professionalising of conversation just leaves me feeling uneasy and reminds me of a conversation I had with Birmingham blogger Pete Ashton who did much to build the social landscape in the West Midlands. He said he deliberately moved away from the ‘professional social media’ because he hated what it was becoming in the wrong hands.

If you need to outsource your conversation and take 45 days over 140 characters then, Holy Cheddar, you are struggling.

Acknowledgements: Simon Whitehouse who flagged up the original 45-day case study and Chris Ellis for spotting that the cheese account has 153 followers.


ELECT SOCIAL: your handy cut-and-paste social media purdah guidelines

463965443_019f28a0db_oThere’s this funny period in the run-up to an election which sees local government comms team change behaviour.

Gone are the press releases from politicians and in comes quotes from officers. Why? To ensure that the council cannot be accused of political bias in the run up to polling day.

It’s been around for decades and local government comms teams have got a pretty good grasp of what this entails. It means under The Code of Recommended Practice on Local Authority Publicity (Local Government Act 1986) that newsletters, press releases, conferences, badges and web pages are affected.

The code says:

The period between the notice of an election and the election itself should preclude proactive publicity in all its forms of candidates and other politicians involved directly in the election.

Publicity should not deal with controversial issues or report views, proposals or recommendations in such a way that identifies them with individual members or groups of members.

However, it is acceptable for the authority to respond in appropriate circumstances to events and legitimate service enquiries provided that their answers are factual and not party political.

Members holding key political or civic positions should be able to comment in an emergency or where there is a genuine need for a member level response to an important event outside the authority’s control.

Proactive events arranged in this period should not involve members likely to be standing for election.

What this means is that the council’s resources must not be or even appear to an observer to be used for party political ends in this period of heightened political sensitivity.

Six golden rules during Purdah

  1. No publicity will be given to matters which are politically controversial.
  2. The general presumption will be that no references will be made to individual politicians in press releases (except where there is a valid emergency as set out below)
  3. Great caution will be exercised before undertaking any significant media exercise unless it can be demonstrated that this was included in the forward diary before the election was called.
  4. No photographs of candidates in the election will be issued
  5. Before any request for council photographs and other materials is considered, enquiries will be made as to the use to which they are to be put and an appropriate restriction on use imposed if supplied.
  6. The position of Mayor as the figurehead of the authority is different and material will be issued, providing it is not of a political nature.

But what teams struggle with is social media. How does this affect the Twitter stream? Here’s a cut-out-and-keep guidance for people who operate council social media channels (disclaimer: check it with your legal team first).

Twitter

  1. Please explain that as a council channel of communication you are governed by Purdah in a period before an election. It may be helpful to tweet a link to an explanation of Purdah for guidance.
  2. Do not retweet political parties, politicians or political opinion.
  3. Do not tweet on matters which are politically controversial.
  4. Do not tweet images of political parties, politicians or subjects which are politically controversial.
  5. Do not stage a significant Twitter-based campaign unless it can be demonstrated that this was included in the forward diary before the election was called.
  6. Tweets by and about the Mayor may be retweeted as long as they are not of a political nature.
  7. In exceptional circumstances please first seek permission from the communications unit to tweet or retweet a comment by a politician during Purdah.

Facebook

  1. Please explain that as a council channel of communication you are governed by Purdah in a period before an election.
  2. Do not post or share updates from political parties, politicians or political opinion.
  3. Do not post or share images from political parties, politicians or political opinion.
  4. Monitor your page and delete any content which is politically controversial with an explanation that this has been done so because of the rules that govern Purdah linking to this advice.
  5. Tweets by and about the Mayor may be retweeted as long as they are not of a political nature.
  6. Do not stage a significant Facebook-based campaign unless it can be demonstrated that this was included in the forward diary before the election was called.
  7. In exceptional circumstances please first seek permission from the communications unit to tweet or retweet a comment by a politician during Purdah.

YouTube

  1. Please explain that as a council channel of communication you are governed by Purdah in a period before an election.
  2. Do not post or share updates from political parties, politicians or political opinion.
  3. Do not post or share images from political parties, politicians or political opinion.
  4. Monitor your page and delete any content which is politically controversial with an explanation that this has been done so because of the rules that govern Purdah linking to this advice.
  5. Videos by or about the Mayor may be added as long as they are not of a political nature.
  6. Do not stage a significant YouTube-based campaign unless it can be demonstrated that this was included in the forward diary before the election was called.
  7. In exceptional circumstances please first seek permission from the communications unit to add a YouTube clip by a politician during Purdah.

Third party social media profiles

Council staff who update third party social media profiles as part of their job are governed by Purdah. These profiles include business partnership profiles which the council supports.

There are two options:

  1. Opt out: For the duration of Purdah hand over ALL admin to a non-council member of the partnership and allow them to add Purdah-restricted content that council staff are unable to post. Resume adding content and managing after the election.
  2. Opt in: Council employees can continue to add content or share admin duties but ALL content is governed by Purdah restrictions.

Flickr

  1. Please explain that as a council channel of communication you are governed by Purdah in a period before an election.
  2. Do not post or share pictures from political parties, politicians or political opinion.
  3. Monitor your page and delete any content which is politically controversial with an explanation that this has been done so because of the rules that govern Purdah linking to this advice.
  4. Images by or about the Mayor may be added as long as they are not of a political nature.
  5. Do not stage a significant Flickr-based campaign unless it can be demonstrated that this was included in the forward diary before the election was called.
  6. In exceptional circumstances please first seek permission from the communications unit to add a YouTube clip by a politician during Purdah.
  7. Please disable the ability to download images of politicians during Purdah

Creative commons credit

Election van: https://www.flickr.com/photos/48600108001@N01/463965443/


11 Things A Public Sector Social Customer Services Should Have

4040455314_97690b76ea_o

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/


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


BIG PICTURES: How pictures make Facebook posts fly (and where to get them)

How much difference does it make to add a picture to a Facebook update? Lots. Or to be more precise 147 per cent.

That was the figure when we posted two updates within minutes on a broadly similar subject.

The first celebrated a Britain in Bloom win for towns in Walsall Council’s boundaries with a picture of flowers in Aldridge drew 37 shares, 88 likes and an audience of 3,,508 on the authority’s Facebook page. I’d be the first to admit that this image isn’t the most arresting in the world. But it says both place and colour and that’s enough.

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The second posted without a picture a few minutes later celebrated recognition in the same competition for a school and nine pubs. That drew four shares and 12 likes with a reach of 1,415.

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Okay, the subject matter is slightly different: towns compared with school children and popular pubs. But there’s enough there to draw some conclusions.

It’s an approach that the ECB takes when the England Test team are playing. It’s something I’ve written about before. Rather than just posting a text score update they post an image of the man of the moment with text too.

If you can, adding text through a simple picture editing tool is a great idea. A phone number or a message works. For that you can use Google’s own Picasa3 software.

What do the numbers teach us?

Firstly, sharable content is important on Facebook and in this case so is a celebratory upbeat message.

Secondly, people are really keen to share messages. Obvious. But it’s important to remember this.

Thirdly, having a stack of pictures available to you is helpful.

But where do you source pictures?

Google images?

This is potentially a bit of a minefield. No, you can’t go to Google images right click and save. Copyright applies to images online just as much as they do online and people have ended up in hot water. Google also allows people to search for a specific image online so if you think you’ll be safe hiding in the fire hose of information that is the web think again.

Your image library?

The basic fact under the 1988 Copyright and Designs Act is that when someone takes a picture they retain copyright. Even if you have paid them. If you’ve, say, commissioned a freelance photographer to take some shots of a night market you are buying a licence to use them for a specific purpose. That can be as broad as marketing and promotion on your website, in print and with the local paper. It may not include social media and you’ll need to check this with the photographer. This NUJ link on copyright and photography is helpful.

Your own?

And by your own I mean one that you’ve taken yourself with your smartphone or camera. Handy if you have time and ability. Not so good if you need an image of flowers in a town centre at a moment’s notice.

Stock photography?

You can, but it costs. Istock is one example of an online image library but there are charges. It’s even more for a Getty shot.

Creative Commons?

One of the great things about the social web is the ability to share. Creative Commons licences are licences which a photographer – amateur or professional – can attach to an image when they post it onto an image library. They’re basically saying that they’re happy for their image to be re-used under certain laid out conditions. The US government, for example, releases virtually all images with a creative commons licence.

So where do I go for creative commons images?

Without doubt the best place on the web is compfight.com. This is a site which works with Flickr’s API to search for key phrases and words. It also searches through a variety of filters from the non-creative commons to the creative commons to the most liberal of all – commercial creative commons which allows a broader re-use.

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It’s not great for specific locations, I admit. There’s a handful of images creative commons for Walsall, for example. But it comes into its own when you need a stocjk pic, like boxing gloves, a coffee cup or clouds in a sky.

It’s a brilliant site. But please, don’t forget to attribute and share where the picture has come from. It’s what makes the social web work.

Legal disclaimer: Always, if you need specific legal advice go and see a lawyer rather than base it on this or any other online advice.


18 things the Ashes can tell you about digital communications

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Back in 1882 when England took on Australia at the game of cricket it took 10 weeks for the message of who won to travel 9,000 miles from London to Melbourne. Today it takes seconds.

Nothing is a better yardstick of how communications is innovating than this never ending battle between two countries.

Message by ship was succeeded by the telegram, radio, TV and the internet. Like a timeline each innovation has carried the message.

In 2013, it’s been no different and this historic game of bat and ball has shown a yardstick of where we are. As Australia lost to England the story was told by tweet, picture, TV broadcast and blog.

Here are 18 things we can learn about digital communications and The Ashes.

1. Pictures work on Facebook

As a Facebook page Official England Cricket works brilliantly in many ways. They are a case study in how creating sharable content works well. They don’t add score updates. They post pictures of Ian Bell lifting his bat in triumph with a message. Even a damp image of an outfield gets more than 60 shares and a barrage of 1,800 likes.

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2. You need to moderate your Facebook page

As great as Official England cricket is at posting content they’re not always the best at moderating the abuse that goes on at times between people. Including an amazing amount of spam and grief that comes out of the Indian sub-continent.

3. Post on Twitter to the popular hashtag

Both England with 221,000 and Australia with 219,000 followers used Twitter effectively. But when they posted content they may have had their own hashtags but they also added content to the far more popular #ashes community which at its height was trending globally.

4. Be careful about your own hashtag

Yes, it’s lovely looking at metrics which belong to you through a distinctive hashtag. England had #rise based on a piece of commissioned poetry which was all about rising to the challenge. Australia had the bold #returntheurn about how Australia were going to sieze back the six inch urn. Which sounded fine when the series started but led to derision when they were on the end of a 3-0 stuffing. It was dropped.

5. The Twitter hashtag as news channel

Forget the TV. Forget the radio. Forget news sites. If you were away from them the place to find out what was happening was just checking the #ashes stream itself where you had the beauty of two perspectives. The English and the Australian. At the same time. So, as I sat on a train as Stuart Broad ran through the Aussies to secure victory it was via Twitter that I was following what was happening.

6. Hashtags as an instagram community

The photosharing site Instagram was used by Australia. Less newsy than Twitter. Less engaging than Facebook Instagram was a platform for capturing people photographing the TV they were watching, the pint they had just bought or their view from the boundary itself. Australia sprinkled their own content with behind-the-scenes pictures.

7. Google Plus has good numbers but a mixed take-up

While Australia ran a cracking page for 50,000 people updated regularly with images and content the Official England page for 190,000 was lacking the TLC that makes a page fly.  The jury remains out it seems.

8. Old media doesn’t like new media and would rather it went away

For decades radio coverage of cricket in the UK has come from the BBC’s Test Match Special. It has done the job incredibly well. But they pay for the privilige. And the alternative Test Match Sofa coverage doesn’t. The Sofa is some blokes sat on a settee watching the cricket of telly and burbling into a laptop and broadcasting the results online. Deliciously amateur? Yes. But when The Cricketer magazine linked up with them the BBC was not happy.

The late Christopher Martin-Jenkins remarked:

“The thought of having to listen to the predators who purport to be producing commentaries from sofa or armchair without paying a penny to the England and Wales Cricket Board for the rights, is too ghastly to contemplate. The sooner they are nailed and swept offline, the better.”

The row escalated when a Cricketer employee tweeted about Test Match Sofa in breach of accreditation guidelines.

9. Audio works

Both Test Match Special and Test Match Sofa did rather well with tailoring snippets of commentary from key moments of the series. Like Kevin Pietersen falling for 62 in a glorious thrash towards a target in the 5th Test. The BBC did similar with their polished version although they only stay up for a limited amount of time. But nothing was as good as the close-of-play podcast the BBC version produced.

10. YouTube works if it is from the heart

Aussie journalist Geoff Lemon produced a memorable diatribe against his error strewn opener Shane Watson recorded outside the ground as the crowd were heading home. It’s so angry it’s beautiful. The thing is that Shane kept getting out lbw. And then to make matters worse kept wasting a precious review that allows a second look by off-field umpires. “Stop being so… Shane Watson,” a red-faced Lemon roared as he searched for the worst abuse he could think of.

You can watch it right here.

11.  The player’s relative’s social media account is a news creator

Aussie opener David Warner was demoted to the ‘A’ team after he attacked a rival player in a Birmingham pub. His brother unhappy at Shane Watson taking his bro’s placed launched what is known in the journalist’s trade as a ‘Twitter tirade.’

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12. Ghost written columns by players are pointless

They don’t say anything, they don’t do anything. They’re exercises in platitudes not offering a scrap of anything interesting.

13. The celebrity fan’s social media account is a news creator

When  Piers Morgan tweeted from the US to criticise Stuart Broad’s decision not to volunteer his wicket and instead turn to the umpire to make the decision (he didn’t) it became news. Drearily.

14. Journalists need to be on Twitter

The leading journalists from old media – and new – were active on Twitter. Not just linking to their latest finely crafted piece but also presenting a human side. Without noticing it the journalist as human being has entered the list of things the good hack must be. It’s not enough to lurk or to dismiss the platform.

15. Social as a way of taking the temperature

When things blew well for either side it became clear by taking a look at social. A search for either time showed how happy / angry / incandescent supporters of both sides were with Stuart Broad / DRS / the weather / umpires / David Warner.

16. The accidental tweet is alive and well

When  a particularly amazing umpiring decision was made against Australia the official stream chipped in with a tweet describing the decision as #bullshit. It was quickly deleted. Make sure you know who has access to the account is one lesson. I’ll bet that using two different platforms to get onto Twitter – one for personal and one for work – is now part of the press office brief.

17. Venues are poorly equipped for social

Outside of press rooms the paying punters are overlooked when it comes to WiFi – free or otherwise. The bright venue will look to offer a way of their customers staying online to contribute to the conversation, tell the world what a great player Michael Clarke or Ian Bell is and what a tasty burger they’ve just eaten. This will change.

18. Social media is just part of the landscape

Sometimes those who live on Twitter can lose sight of how the media landscape isn’t just Twitter although sometimes it’s hard to seem otherwise. The industry around the Ashes remains TV and radio with a whole side industry of books a by-product of every series. But social is becoming so embedded we no longer see it as something to raise an eyebrow at. Like an Aussie win in the 1990s. Or an English victory since 2009.


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