OWN GOAL: What Aston Villa’s demise teaches comms and PR people

19753404670_9bf9cf0977_bSometimes it’s tempting to say that better PR can make up for anything… but that’s just a big fat lie.

Take Aston Villa Football Club. They’re a team that has just been relegated from the top flight of English football with four games of the season left.

This was the football equivalent of the Charge of the Light Brigade only with none of the honour, heroism and poetry. This was not a rush towards the Russian guns with lightly armed horses to maintain a reputation. This was a dash towards a brick wall in an ice cream van. Driven by a bloke in a circus clown’s outfit. Blunders to the left of them, fowl-ups to the right. Into the valley of PR nightmares they rode.

It’s tempting to feel truly sorry for the actual PR team at Aston Villa who have had to all too often pick-up the pieces. How much of a thankless task must that be?

However, in the interests in learning from failure, here are some lessons.

You cannot polish a turd

Yes, PR can do much. But if the product is broken all the PR and comms in the world can’t make up for it. If the owner isn’t interested and a string of bad appointments have been made there really is very little you can do.

I’m reminded of Robert Phillips’ ‘Trust Me PR is Dead.’ His advice to a burger chain facing flak for excrement traces in their burgers was not to talk about the community grants they gave and corporate social responsibility. It was to stop putting crap in the burgers.

Speak truth to power

Of course, what you say may not always be welcome. But honest, diplomatic feedback of what your customers are saying should be given house room. If the customers are angry about something it’s as well to know early. You won’t be welcomed in the short term, but speaking truth to power is a role of the comms person.

What happens on a night out…stays on Twitter, Facebook, YouTube

Aston Villa players carved out a special place for themselves through the season by being spotted ‘tired and emotional’ in a range of places. Jack Grealish started the trend pre-season in Tenerife. He then added Manchester to the list after losing to Everton.

Know how to spell

Eyebrows were raised when Frenchman Remi Garde was plucked from the French league to become the man who was going to save Aston Villa from a spiral of despair. In fine tradition the club took to the internet to orchestrate a welcome campaign.#welcomeremy the image on the club website read. Perfect. But his name was spelt wrong. It was Remi.

Know when to be humble

Defender Joleon Lescott has got very rich playing football for a number of clubs including Manchester City. A player who has won a handful of caps for England he has cashed in on the Premier League era. But after losing and getting abuse on Twitter he responded by tweeting a picture of his new car.  Then he hurriedly deleted the car and blamed the fact that his pocket had accidentally tweeted the image.

Beware the corporate re-branding

Of course, a new look can breathe life into a new brand. But when the chips are down it can lead to criticism. You have taken your eye off the ball looking at fancy marketing stuff when you should be looking at the basics. Like winning games. Unfair? Perhaps. But perception is everything. So when Villa rebranded for £80,000 losing the traditional motto ‘Prepared’ from the badge they were open to criticism. Especially as they looked so unprepared losing every week.

Follow back… don’t unfollow

On social media, it costs nothing to follow someone back. On a basic level it says that you have been recognised even if your content isn’t slavishly being read. So as a time of the season when Villa needed all the friends they could mass unfollowing 47,000 fans on Twitter wasn’t the best thing to do. The reaction was not positive. Don’t do it.

There is no such thing as off-the-record

With Aston Villa relegated former player and radio phone-in host Stan Collymore laid into some of the more under-achieving players. Singling out Joleon Lescott the car tweeting defender responded by Twitter direct message privately offering to meet and sort things out as men. The screen grab was then tweeted by Collymore.

Say sorry… and mean it.

As the final whistle blew at Old Trafford and Villa were relegated the chief executive Steve Hollis posted an open letter to supporters. It expressed ‘regret’ for how the season panned out and was an exercise in acknowledging responsibility. As an attempt, it was good. No doubt he was hurting. But it would have been far more effective if the word ‘sorry’ had been used.

In the Middle Ages, stocks were used for public contrition. The miscreant was forced to sit there while rotten tomatoes and excrement was flung at them. There’s actually a social role for this. There’s also a place where this takes place today. It’s called the radio phone in. A grovelling apology by the owner on BBC Radio WM may go some way to healing the rift.

Creative commons credit: joshjdss / Flickr 


HOT DIGITAL: What lesson does the decline of print journalism have for comms and PR?

18968690604_ffda899120_bYou know the good old days of newspapers have gone, don’t you?

You know that the press release is at best dying too?

If you don’t, here are three more nails for the coffin.

Firstly, the digital first Manchester Evening News have been telling PR people, apparently, they won’t look at what you send unless there is an image or a video attached.

Secondly, when Birmingham New Street re-opened central government comms people by-passed the Birmingham Mail and the BBC and went straight to the Birmingham Updates hyperlocal site with a video for their 200,000 Facebook page.

Thirdly, the Independent newspaper is to scrap its print edition and concentrate on the web. ‘There are not enough people,’ Independent editor Amol Rajan wrote ‘who are prepared to pay for printed news, especially during the week.’

A downward spiral for print

But it’s not just one national title that’s fading from print. More than 300 have closed completely in the UK in the last 10 years.

Brian Cathcart, a journalist professor and Hacked Off co-founder on the day the Independent announcement was made wrote in The Guardian mapped the decline:

“Trace the downward curves of print sales over the past couple of decades and then extend those lines into the future: you will find they all hit zero at some point in the next 25 years or so – and of course they will have to cease publication long before that zero moment comes.

“Indeed for most people under about 25 it is already extinct – a couple of years ago I stopped talking to my students about newspapers because even budding journalists don’t see the point of buying a wad of newsprint every morning.

“The grand tradition of newspapers, sometimes noble sometimes shameful, is coming to an end. Connections that go all the way back to Gutenberg are fraying and we will soon be left with little more than old people’s memories.”

But let’s not be sad

I love newspapers. I worked on them for 12 years and started my career on a Staffordshire weekly carrying pages of type on a hot metal newspaper that used 1880s technology. I’ve had printers ink under my finger nails. It’s sad to see an industry in decline. But watching this trend for communications and PR people is a red herring.

People aren’t consuming the media through newspapers in print or web in the numbers they were.

The future of news debate, I once heard it said, is the most boring debate imaginable. The only people having it are hacks and ex-journalists. Everyone else was already hearing Osama bin Laden was dead on Facebook.

Stats confirm it. Ofcom say the average UK adult spends 15 minutes a day reading newspapers in their hand or online. That’s just over half the amount of time they spend scrolling through their Facebook streams and on their other social media sites. Newspapers are also the least popular way of getting news.

Yet there is an unhealthy fixation with the newspaper industry in some parts of public sector communications. The tyranny of the local newspaper frontpage is a thing.

Print may go but journalism evolves. This is the death of a redundant medium and not the message, Brian Cathcart in The Guardian says. He’s right.

The lesson remains the same

But communications people shouldn’t smugly ignore the lesson here. You may not have to live or die by newspaper sales. Your .gov website may be well placed for SEO. But nobody is queueing up outside their town hall, head office or headquarters for their press release. They’re too busy reading the BBC website, watching a 20-second Facebook video or finding out the football score on Twitter.

Newspapers have woken with a jolt to realise that shorter, sharable, engaging content is what people want. Communications people should pay heed.

The lesson remains the same. Change and get new skills or be irrelevant.

Credit to Albert Freeman for spotting the Independent editor’s comments.

Picture credit: Peter Burka / Flickr / https://flic.kr/p/uUcuRJ


MINDFUL AWARE: And how to deal with negative or inappropriate comments… and keep sane

2474521727_6b00bc3b61_bJust this week I was reminded that those who run social media accounts for an organisation need extra sets of skills.

To make something work well you need to put body and soul into it. You expose yourself online much more than you do offline. It can be 10 o’clock at night and you are dipping in to respond to a query.

There’s an excellent post on comms2point0 by Emily Taylor on how to deal with criticism on behalf of an organisation. That’s when people get angry about a project that isn’t going down well or some other aspect of what your employer is doing. It’s a great post. You can read it here.

But in an off-line conversation, I was also reminded that a thick skin is also something you need. It’ssomething I’ve blogged about before.

There are anecdotes of unpleasant trolling of staff. Thankfully, that’s rare.

But I’m struck by a dedicated local government officer who looks after a corporate account who told me: “I don’t look at Twitter in the evening now. I have enough of people telling me I’m an idiot between 9 and 5.”

There’s some excellent advice on staying positive online if you are getting cheesed off with your friends’ perfect baby pictures when you are, say, a new parent. Use the off switch. Unfriend. But when you are running a corporate account it’s not so easy.

For five years I ran a corporate Twitter account and was responsible for the training of more than 60 others.

Advice for people who speak online for an organisation

What advice did I give above and beyond the points made in Lucy’s post?

Don’t take it personally.

Count to 10 before replying.

Never argue with an idiot. They bring you down to their level and to a passer-by it’s just two idiots arguing.

Talk to a colleague or a friend if you feel things are getting on top of you. Blow off steam.

Ask – or maybe even let – a colleague to step in and take over for a while.

If you feel it becoming an issue talk to someone and make your line manager aware. Stress is a workplace issue and your employer has a duty to you. Asking for help isn’t being weak it’s being strong.

Have set hours when you will deal with stuff and time when you won’t. You are not on 24/7.

You’re not alone.

Picture credit: Ben Tesch / Flickr / https://flic.kr/p/4LEz6H


15 predictions for public sector comms in 2016… and one for 2020

3747527884_81f7e9d19a_zThe best political reporters don’t make predictions, Judi Kantor once said.

So, seeing as I’m not a political reporter for the last few years I’ve made predictions about what may happen in my corner of the internet.

Looking forward, 2016 will be my seventh year of blogging, my 23rd year in and around the media industry and fourth year in business. I’m struck by the pace of change getting faster not slower. It’s also getting harder.

Last year I made predictions for local government comms that both came true and failed. Ones I got right? Some councils no longer have a meaningful comms function. Evaluation become a case of do or die. People who bang the table and say ‘no’ to stupid requests will stand a chance. Those who don’t won’t. There are fewer press releases. Video did get more important. Customer services, social media and comms need to become best friends. Facebook pages did become less relevant unless supported by a budget for ads. Linked

I was wrong about some things. There was experimentation with social media and new platforms like Instagram, whatsapp and snapchat were experimented with. Not nearly as much as people need to.

The jury is out on content being more fractured. There are still too many central corporate accounts and not enough devolved. I’m still not sure that enough people are closing failing social media accounts.

Public sector comms in 2016…

For the last few years I’ve looked at social media in local government. But the barrier between digital and traditional has blurred and the barrier between sectors also blurs so I’ve widened it out.

The flat white economy will form part of the future. Economist Douglas McWilliams gave the tag to web-savvy freelancers and start-ups with laptops. To get things done in 2016, teams buying in time and skills for one-off projects will become more common.

There will be more freelancers. There’s not enough jobs to go around and more people will start to freelance project to project. Some will be good and some bad.

Video continues to grow massively. For a chunk of the year I talked about Cisco estimating that 70 per cent of the web would be video by 2017. By the end of the year some commentators said that figure had already been reached. People are consuming short-form video voraciously. But can you make something that can compete with cute puppies?

LinkedIn will be the single most useful channel for comms people. Twitter is great. But the convergence of job hunting, shop window and useful content will push LinkedIn ahead.

Successful teams will have broken down the digital – traditional divide. They’ll plan something that picks the best channels and not have a shiny social add-on right at the end.

Say hello to VR video. By the end of 2015, the New York Times VR – or virtual reality – videos broke new ground. These are immersive films viewed through a smartphone and Google cardboard sets. By the end of the year the public sector will start experimenting.

The most sensible phrase in 2016 will be: ‘if it’s not hitting a business objective we’re not doing it and the chief exec agrees with us.’ Teams of 20 have become teams of eight. You MUST have the conversation that says you can’t deliver what you did. It’s not weakness. It’s common sense. Make them listen. Or block off three months at a time TBC to have that stroke.

‘Nice to have’ becomes ‘used to have’ for more people. As cuts continue and widen more pain will be felt by more. Some people don’t know what’s coming down the track.

People will realise their internal comms are poor when it is too late.  Usually at a time when their own jobs have been put at risk.

Email marketing rises. More people will realise the slightly unglamorous attraction of email marketing. Skills in this area will be valued.

As resources across some organisations become thinner the chances of a fowl-up that will cost people lives increase. It probably won’t be a one-off incident but a pattern of isolated incidents uncovered much later. The kick-back when this does emerge will be immense. For organisations who have cut, when this emerges the comms team will be swamped. At this point the lack of functioning comms team will become an issue and the pedulum may swing back towards having an effective team. For organisations who have retained a team, this will be a moment to prove their worth.

Comms and PR continue to become female. A trend in 2015 was the all-female team. This will eventually percolate upwards towards leadership.

Comms and PR will get younger. Newsrooms when they lost senior staff replaced them with younger people. This trend will continue to be replicated.

As the pace of change continues training and peer-to-peer training will never be more important. Teams that survive will be teams that invest in their staff. And encourage staff to share things they are good at.

Speclaist generalists will continue to be prized. That’s the person who can be really, really good at one thing and okay to good at lots of others.

And a prediction for 2020

Those people with a willingness to learn new skills and experiment will still have a job in 2020. Those that won’t probably will be doing something else. Don’t let that be you.

Creative commons credit: https://flic.kr/p/6Ha4tJ


LONG READ: A Tomorrow’s World for future comms

tomThere was this great TV programme when I was a kid called Tomorrow’s World where amazing new concepts were demonstrated.

Back in 1979, the amazing invention called the mobile phone was road tested. We would, they said, no longer have to have to rely on landlines. In 1969, they called school computers and in 1994 it was the internet.

The mood music of it all was that one day, things would be so much different. It would be better but we were in control. For a while now there’s been a few emerging trends that I’ve been trying to make sense of. They’re now just starting to drift into view and they’ll change things for everyone. Not just comms people.

Bear with me. It’ll get weird, but let’s walk through it together.

A man in glasses has told me my fridge will talk to my scales

A couple of years ago a futurologist in sharp glasses told me that the internet of things was coming. This would be objects connected-up to the internet to allow them to talk to each other. Your scales would work out your ideal weight and, if you wanted, tell your fridge when milk stocks were running low to re-order semi-skimmed milk rather than full fat. And not chocolate. Or your smart whiskey bottle will let you know if someone is nipping at your Johnie Walker Blue Label.

Of course, the possibilities of all this are endless. Predictions of the scale of the internet of things – or IOT – range from the seriously mindblowing to the you’ll need to sit down because you’ll be rocking back and forth unable to comprehend. Deloitte says that a billion devices will be shipped in 2015. By 2020, Gartner says this will reach 25 billion devices or the equivalent of six devices for every person on the planet.  Cisco says it’s 50 billion. Intel have it at 200 billion. Either way, it’s going to be a lot and my new printer that I can email and has its own URL blinks back at me as proof.

There’s always a trade-off with tech and one that equates to the Native Americans getting a handful of shiny jewels in return for the island of Manhattan. They dangle something cool in front of us and we handover loads of stuff they want. In this case its stacks and stacks of personal data. Think of Facebook. They give us a place to post baby pics and view cat videos. We give them our date of birth, school, University, where we live, where we work, spending habits, political beliefs and who we want to win Strictly. It’s a marketer’s dream. But the University library of information you’ll give to the internet of things will make Facebook look like a Janet and John easy read book.

Your communications will be automated

So, as the internet of things grows the more devices will communicate to each other. We just won’t see it. But what we will maybe see is sharp tailored personalised communication based on our sleeping, spending and drinking habits. It’s happening already to some extent. I think of the Troop canvas shoulder bag that keeps cropping up in my Facebook timeline after I google searched it last week. However, with lots more data the possibilities open up.

“More of our communication will be artificial and less of it will be human,” says Tracey Follows in The Guardian. “It is now common to say that the world is uncertain and therefore can’t be planned for. One thing is certain though. We are entering into a world that’s post human.”

The link did the rounds on Twitter. The tag ‘post human’ certainly jarred with some people in my timeline but it’s an eye-catching line. To some extent it is factually accurate. All that data. All those fridges. All those supermarkets. But to some extent it’s also wrong. The communications that will really stand out will be that which makes best use of the data to personalise it. As a married father of two children who likes cricket, technology and doing things with my family at the weekend anything that takes that data and helps me spend my time and money better is welcome.

Your crisis comms needs to be really, really good

We have the expansion of tech through the internet of thing and others the surrender of all that data.  Here’s a really bright and cheery prediction. There’s going to be a massive cyber attack along the lines of a web 3.0 9/11. Not if. When.

Thomas Lee upon sees an internet of things showroom in San Franscisco by US firm Target where a car alarm wakes a baby whose cries are spotted by sensors which play soothing music. It dawns on him:

“We are so screwed… it was all very impressive, but I couldn’t help notice an irony: the retailer that ion 2013 was subject to a hack that compromised the credit card data of 100 million consumers now wanted people to entrust their entire homes to the internet.”

So, I’d maybe look at how you respond when there’s a data breach and things fall over.

Your internet is being automated

Data, data everywhere. That’s for the geeks, right? Actually, no. Not really. In a really challenging piece in Vox Todd Van Der Werff wrote a piece under the headline ‘2015 is the year the old internet finally died.’

He drew a simple conclusions from a number of recent stories which he maps out in the piece here before concluding:

“The internet as we know it, the internet of five, 10 or 20 years ago is going away as surely as print media replaced by the new internet that reimagines personal identity as something easily commodified that plays less on the desire for information or thoughtfulness than it does the desire for a quick jolt of emotion.

“It’s an internet driven not by human beings but by content, at all costs, And none of us – neither media professionals, nor readers can stop it. Every single one of us is building it every single day.”

People prefer the snackable and the fun, he argues. And it’s true. Yet most comms people haven’t got that.  They – we’re – born in a world of newspapers and press releases. They – we’re – institutionalised to think that the organisation we work for is the centre of everyone’s waking moment and if it isn’t that’s their fault not ours.

At this point I think back, not for the first time, to the former Her Majesty’s Ambassador to Lebanon Tom Fletcher who said that we need to communicate like insurgents. In other words, fast, agile, snackable, fleet-of-foot content that thought more about the person than the organisation.

Getting good at data… and saying ‘no’

Of course, we’ve said it for years that data will be important to communications. We’ve said it but I’m not sure we really acted upon it. I’ve got a bit testy with the open data community in the past for not being very good at talking to people. But I wouldn’t deny the potential that data has to make the world a better place and to help you communicate better. I think of open data helping to expose massive fraud in Canada. I think on a very micro level the Coast Guard comms person who when I showed her followerwonk realised there was a spike in how active her Twitter followers were at 6am and then decided to schedule some content every day at that time.

The reality is that communications and PR people are very, very bad at using and interpreting data and need to be better. We also need to be much, much better at kicking back and asking for the data to be produced by the people who are asking us to write the press release, set-up the Twitter account or plan the campaign.

There is an art to saying ‘no’ and I don’t think comms people say it often enough. Sometimes, this can be done politely. Sometimes, this needs to be done by banging the table. Or in other words, to be able to command the skills of ‘Yes Minister’ alongside almost but not quite ‘The Thick of It.’ But maybe just be really careful who you are Malcolm Tucker direct with, okay?

So what does all this mean?

It means more things changing faster. It means the Robert Phillips phrase of ’embrace chaos’ being ever more relevant. Why? Because that’s all we can do. There’s a long tail with all of this. This will take shape in some sectors way before they reach others. But this is the direction we’re headed.


We Need to Reboot Twitter Events

3887881562_265de98f19_zI’ve been thinking for a while that 24-hour Twitter events have driven up a bit of a cul-de-sac.

You know the sort of thing. An organisation tweets what it is doing for 24-hours and shines a light on unsung heroes. You learn things you didn’t know and then the timeline moves on.

Back in 2011, I was part of an award-winning team at Walsall Council that ran this first one in local government called #walsall24. We encouraged teams from across the council from 6am to join in. There was a countryside ranger talking about what she was doing, scheduled road repairs and events at libraries.

We created a wall of noise and we didn’t even bother to tell the local papers. We just did it. It was the first time it felt like we siezed the channels off production and just did ikt ourselves. I’m still hugely proud of that.

We wanted #walsall24 to be like an Atari ZX81 game. Amazing at the time but quickly outdated. A social Pong, in other words. Pong being the basic computer tennis game with two lines anfd a ball. I’d been thinking just lately that this model hadn’t moved on all that much.

Answering the ‘So what?’ question

The big question that any such event should face is ‘So what?’

In other words, you did all this, but what has changed?

Ideally, what did people do that made a difference? Maybe even how this saved money.

Two impressive grassroots campaigns

Two things just recently have impressed me. Firstly, the #Iminworkjeremy hashtag. Something which evolved ad hoc without organising. This was prompted by Health Secretary Jeremy Hunt’s comments that consultants don’t work at weekends. So, working consultants tweeted pictures of themselves working. It was Twitter at its best.

The obvious ‘so what?’ of that is to challenge a statement and to reach out to others who are in the same boat.

The second thing that impressed was the Remember Srebrenica campaign in the UK which has strives to ask people to remember the genocide of more than 8,000 Muslim men and boys murdered by Serbs in the bloody Balkans civil war. It was a simple ask. Pledge that you’ll remember them and an online and offline campaign co-incided beautifully.

NHS and commscamp

Several weeks back Amanda Nash pitched a great session at commscamp where she crowdsourced ideas for an NHS-wide event. She and others will make a success of it whatever they do. They’ll find solutions and make it fly.

The session spoke of the need to let people inside and outside the NHS join in. It also mentioned that sometimes they may need to shadow staff to give a flavour of what they are doing.

But I wonder, is there an NHS thing that can galvanise people, bring people together and make an appreciable difference?

Is there a pledge? A call to action? A promise? Something that answers the ‘so what?’ question?

But at the same time, keep it simple.

That’s for those doing it to work out and for the people behind houjsing day and any social event.

Answer the ‘so what’ question and you can move mountains.


Commscamp: 29 things from me and a thank you

ccA couple of days after a good event is often the time to reflect and make sense of things. So with a cup of coffee that’s what I’m doing.

Commscamp was that good event and one that drew 154 comms, PR and digital people from across the public sector in the UK.

As an unconference, the day has no agenda, with the sessions getting decided on the day by people who came along. There were NHS, local government, Welsh Government, UK government and one or two third sector.

Was it a good event? It seems slightly self-regarding to call something you helped organise ‘good.’ But I’m sure my fellow co-organisers Emma Rodgers and Darren Caveney would agree that it really, really is the attendees who make it. We just provide the space.

Here are 20 things that struck me.

  1. I love the look in the eyes of some people who came for the first time who revelled in the permission to talk, think and do with freedom. It’s important that everyone is on the same level. Organisers included. I’m quite nostalgic for that.
  2. A pre-event curry and drinks are a good thing.
  3. Cake really does bring people together and Kate Bentham is brilliant at building that spirit. So is Andy Mabbett.
  4. Music playlists also bring people together. Big up Sarah Lay and everyone who contributed.
  5. The spirit of the event can be summed up by a first time attendee called Chloe ending up helping out on the check-in desk minutes after she arrived.
  6. Twitter running commentaries by John Fox are a good thing.
  7. There is a need for people who are trying out new things in their organisation to come together face-to-face to remind themselves that it is not ‘you’ but ‘them’ who are the problem.
  8. Birmingham in the sunshine looks great.
  9. Next year we are hiring a canal barge and running a session in it.
  10. David Banks is on the money with media law in a changing landscape. You really should make friends with him. Or sign-up for his regular emails.
  11. It would be great to get a handful of private sector people along who came in the spiurit of sharing not selling.
  12. It would be great to get some third sector and not for profit people along. Catching-up with Laila Takeh at the post-event pint made me even more convinced of that.
  13. A junior media officer can have better ideas than a self-appointed thought leader or head of a big department. No-one has the monopoly.
  14. Media teams should stop doing things that aren’t their job at all. First, do so by being polite. Then by banging the table a bit. This doesn’t happen in planning or legal. Stop under valuing your job.
  15. Sitting round for a good whinge is quite theraputic.
  16. Sitting round to be deliberately optimistic is also theraputic.
  17. Bad intranets are a symptom of an organisation that doesn’t care about or trust staff.
  18. There’s no point replacing the intranet and building something better until you tackle the culture. Sorry.
  19. Musterpoint is a hootsuite for the public sector built by someone from the public sector.
  20. There are still some people who think that giving staff social media should be controlled and treated as an extension of core trad comms. I fundamentally disagree.
  21. Maybe we don’t need intranets.
  22. No matter how many unconferences you go to you end up wanting to be in two places at once.
  23. A first ticket release that went in less than three minutes is quite something.
  24. Nigel Bishop takes good video and pictures.
  25. Big up Sasha Taylor, Sian Fording, Rob McCleary, Nicky Speed, Kelly Quigley-Hicks and Amanda Nash and James Cattell for their volunteering.
  26. I’d like to be part of the team of volunteers who does another one of these next year. It was good to see old faces and new. I hope co-founder Ann Kempster can come next year.
  27. There’s still so much to do.
  28. Having good sponsors helps. Thank you Christine at MusterPoint, David and Paul at Govdelivery, Liz and Jason at Knowledge Hub, Kirstie and Scott at Touch Design, Steph at Helpful Technology, Pete at IEWM, Nick at PSCSF and supporters Alex and David at GCS, Hannah at LGA, Rachel at All Things IC and Phil at the NUJ.
  29. Thank you if you came because you helped make it a success.

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