AUTHENTIC: How to do frontline social media: Morgan Bowers (a podcast, a video and a blog)Posted: July 30, 2014 | |
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:
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.
If you’ve ever wondered if my willow bird boxes are just for decoration…. pic.twitter.com/jM355vG97C
— Morgan Bowers (@TheReremouse) July 25, 2014
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.
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.
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.
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.
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.
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