WORN STORIES: What tweets about carpets tells you about WH Smith

3488574676_8164da6c68_bFor a while now the line between digital and boundaries have been blurring.

Job descriptions we used to have don’t hold up anymore. There used to be a dedicated customer services team but as Eddie Coates-Madden has said on many occasions we’re all now customer services now.

Why? Because once you start to use digital channels you open a door to anew world. It’s one where people can talk back to you, ask questions, be snarky, be nice and to ask why haven’t the bins gone out.

Customer services on Twitter really fascinates me. For the first 18 months using @walsallcouncil I was it. When I asked for Christmas Day dinner to be postponed for 10 minutes because we were going out gritting and I had to tweet it I kind of new I was probably in too deep.

There is a rather fascinating new Twitter that has sprung out of leftfield. It’s called @whs_carpet and it tweets pictures of carpets in WH Smiths branches across the country.

How niche! I hear you say. You’d be right. But what this does is actually shine a light on the customer services and priorities of this High Street and train station shop for newspapers, books, pens and bars of chocolate for a pound.

It’s also really quite fascinating.

What it says in a very subtle way is say that if the shop can’t be bothered about the state of the floor, what does it say about how it treats its staff and its customers?

Or more directly, the impression you get from the stream is (parental advisory required)

But Dan, this is supposed to be a blog about comms and social media? Yes, it is. But we’re all customer services now, remember? Besides, I’d love to see how the WM Smiths comms team – and customer service – address it. Right now, it’s an elephant in the room and no-one from the organisation, as they say, has been available to talk about the biscuit crumbs in Brighton, the worn vinyl in Hitchin or the growing stain on the company’s reputation.

EDIT:

You can also read Stefan Czerniawski’s post on poorly handled online customer service complaints here.

 

 

Creative commons credit

WH Smith http://www.flickr.com/photos/markhillary/3488574676/sizes/l/

POST RELEASE: What are you doing writing just press releases in 2013?

8663411512_c1e34869d2_bIt seems as though I’ve spent much of the last couple of years that no, you don’t always want a press release. What you actually want is a webpage, a series of tweets on Twitter or an audio clip.

Earlier in the year I presented this rather fine deck of slides to LGComms in Manchester and wrote a blog post around the subject of Die Press Release, Die! Die! A post partly inspired by the rather fine Tom Foremski post of the same name from way back in 2006. A whole load of text words and images.

It turns out I was wasting my time. What I really should have done was to just show this table from Fred Godlash from the BusinessWired blog. It talked about a post they wrote in 2007 that put the price of a press release at $5,000. The equivalent price is $7,500 they surmised. Oh, how I wish that was the case for the corner of the public sector that I work in that collectively put out more than 1,000 in the previous 12-month period. You can read the full post here.

But what really caught my eye was a table that set out the reasons for writing a press release in 2007 compared to 2013. I’ve reproduced it here:

Fullscreen capture 04072013 222814

Why? Because it really nails the motivation behind getting a message out. In the past the aim was ink inches and coverage in the local newspaper. Today, the aim for any communications person is to think both print and digital.

The question is, are you? And how are you doing it? If you are not what are you doing about it?

Creative commons credit 

Helvitica http://www.flickr.com/photos/nicksherman/8663411512/sizes/l/

DUB LINKS: Dublin and social

3327293399_7874c95926_oThere’s something hugely inspiring about seeing other people who are passionate about what they do.

This month I got to go to Dublin to talk to some great people from Dublin City Council who are looking, like we all are, to better understand how the internet is changing what they do.

There I got to meet The Studio a kind of crack team of people enabling change with skills from different parts of local government.

I also got to hear how Carmel McCartney, a community worker for the council has built and nurtured a Facebook page to serve the Crumlin community in the north of the city . There’s also Pauline Sargent who runs a hyperlocal blog in the community of Drimnagh who has met and connected with Carmel.

Carmel, although she doesn’t know it, is doing things that in years to come with be second nature to community workers. She set-up a Facebook page for one of the community she serves. She’s savvy enough to know that the 83 likes she has on her page isn’t the measure of what she’s doing. What is is that when she posts other neighbourhood Facebook pages pick up on this and share her content which allows her to reach thousands.

At the heart of it is a simple thing. It’s basically the council talks to it’s residents at the place where they’re gathering.

There should be more people like Carmel and in truth there are. But they’re often the people and in places you’d least expect.

Similarly, hyperlocal blogger Pauline Sargent is another glimpse of what things should look like. Her hyperlocal site Drimnagh is Good seeks to better tell people about what is going on in the community and sites like hers should be welcomed as part of the news landscape. They won’t always say great things about the council. But then newspapers don’t either but we think nothing about engaging with them where we can.

The whole relationship between blogger and local government is something that will become more important. Just because we never have is no reason to never will. I’ve written about what the blogger – press officer relationship should look like before.

But as Pauline and Carmel show it all just boils down to building good, human relationships. Offline as well as online.

Creative commons credit

Pub http://www.flickr.com/photos/jyryk/3327293399/sizes/o/

PLUS ONE: Why Google+ is now part of the comms landscape

google_plus_logoLadies and gentlemen, I admit it. Google+ is starting to become a contender for comms people. 

Yes, it’s true that it has only a percentage of the users that Facebook has. But when the bottom line of that percentage is 230 million that’s a significant figure.

It’s also true that some people have been evangelising about what Google+  can do for a long time. For a quick catch-up try Stephen Waddington here, here and here.

As someone who dodged the hype of the ill-feted Google Wave I hung back when Google+ was launched as a local government comms person. A couple of things have made me re-think things.

Firstly, there is the Foreign and Commonwealth Office’s Google+ page that has racked-up more than 200,000 likes. Shane Dillon has been a real evangelist for the platform and as one of the pioneers he deserves credit and wrote a fine post on the page here.

Secondly, there was a hugely fascinating chat with Shane as well as community web evangelist John Popham, Leah Lockhart from Scottish local government and Phil Rumens from localgov digital who wrote this fine post on what it can offer. That chat really offered up some insight.

Thirdly, there’s the Birmingham City Council Google+ page with more than 24,000 users. That moves the bar from being a global brand thing and one that my corner of local government can take a look at.

So, in Janet and John terms, what’s Google +?

For me, it’s an intelligent Facebook without the farms or a slightly longer Twitter. It’s ad free for now. It’s a place to start a discussion or share a link, a video clip or an image. When you start an account you can create circles where people from different interests can be placed so you can more easily drink from the firehose of information.

When you have your own account you can then create a page that acts in the same sort of way that a Facebook page does for the Google+ community.

So how has this big corporation attempt at social sneaked-up up on us all?

The reality is that since it was launched in summer 2011 there has been a devoted list of people who have been using it and enjoying. Niche perhaps at first but they’re growing and as Google+ develops and keeps adding features that are rather useful those numbers will grow.

Many were sceptical at Google’s record in the field. Great tech but poorly presented. Besides, this felt like a top-down invention from big business rather than something that emerged from a start-up’s bedroom. The counter argument is that neither Facebook or Twitter are exactly small business these days.

Fullscreen capture 29062013 232217

Where are the good examples?

When I asked the question 12-months ago there were few if any pages that you could look at and feel as though new ground was being made. But here are three good pages.

With more than 3.2 million followers (or maybe they’re likers? Or plus-ers?) the Cadbury page  is witty, imaginative and engaging. It’s a soft sell. There is sharable content aimed at people who like chocolate. Look hard enough and you’ll see the purple and white branding.

Furniture made out of chocolate photographed and posted, for example.

Odd as though it may sound, amongst the corporate pages there’s a rather lovely example from little business too. Ladders Online are a company that supply extra big ladders. Their page features content of inappropriate ladders badly positions and other trade advice. If ladders can be made to be engaging what is the rest of us waiting for?

The Foreign & Commonwealth Office page for me is the gold standard. There’s senior buy-in. There’s updates from the Minister and good content.

Birmingham City Council’s Google+ page went into orbit after Google reached out and made contact, verifying it and then promoting it. As I understand it from Guy Evans, the council’s social media officer, content is linked to Facebook.

When the Shropshire Family Information Service wanted to reach more more they chose Google+ as a way to do it. More knackered dads use the platform that knackered mums and elsewhere North Yorkshire County Council are starting to make some sense of it while Toronto Police used the Google hangout functionality to livestream a press conference here. In New Mexico in the US Governor Gary Johnson staged a hangout with some residents. 

Fullscreen capture 29062013 232548

What’s good about Google+

  1. Google juice. There’s extra brownie points in the search rankings for a link from Google+.  For the most part, my corner of local government doesn’t have to stress too much about such things as SEO (that’s search engine optimisation, the art of getting a website up the Google search rankings.) But for micro-sites and other projects this is rather good.
  2. Google hangouts. Back in the day video conferencing was an expensive business. With Google hangouts there is built-in video conferencing between users and the ability to run it via YouTube to larger audiences.
  3. It’s not got adverts. A refreshing change after spending time on the hyper-targeted world of Facebook. Google makes it’s money via search, mainly so doesn’t need to spam users just yet.
  4. Images and video. Realising that good images get shared it’s clear that they’ve put images at the heart of things. You post a link and the image gets posted prominently to catch the eye.
  5. How to use it is largely a white piece of paper. Because it’s new it’s not blighted by people who claim to know what they’re doing and where you’re going wrong. 

What’s bad about Google+

  1. There aren’t the numbers of Facebook or Twitter. They have big numbers but not really, really big numbers.
  2. The mobile apps aren’t great. Certainly the Android app is a bit clunky for pages although this may change.
  3. It’s 50-50. Blogs knocking it sometimes seem equally balanced with those gushingly praising it.
  4. Anyone can add your personal profile to their circles. So be careful about dissing your boss thinking you are behind a walled garden. You’re not. There are some excellent comments on this theme on this blog post here.
  5. It doesn’t have the stickiness of Facebook. People don’t stay on it for long. Just three minutes or so a month in this study compared to more than seven hours with Facebook.

In the changing landscape, Google+ is now a feature. It’ll be interesting to see how this develops.

Huge thank you to Mike Downes for contributing to a Google+ discussion asking for good examples and to Leah Lockhart, Phil Rumens, Shane Dillon and John Popham for their continuing inspiration.

UNCLE KEITH: Never argue with an idiot and 11 things on being social for your organisation

860372850_bfa68652cc_bTim Berners-Lee, Paul Otlet and Clay Shirky add to that list of web visionaries if you will my Uncle Keith.

Bear with me on this one.

When I was 18 he came back from Australia to visit and he took me to the pub in the Cumbrian village Portinscale near Keswick where he was born.

He buys me a pint and after we take a drink he tells me he’s doing to tell me something really important.

He levels with me and I’m expecting some tips on how to chat up women. Or at the very least play cricket better. He leans across the table.

“Dan,” he says, “the best advice I can give you in life is never argue with an idiot.

“You end up on the same level and to a passer-by it’s just two idiots arguing.”

At the time it didn’t really register.

When that advice made sense…

Years passed by and as the social web became something that started to fascinate I end up helping train and advise people. Often, people are worried about being inundated with abuse from trolls when actually that very rarely happens. In my long experience most people are not looking for a fight but looking for information or maybe sometimes to let off some steam. A professional and human voice can really help.

But sometimes my Uncle Keith’s words came back as good sensible advice. It’s Cumbrian for ‘do not feed the trolls.’

When Cineworld looked a bit silly…

A customer unhappy at the pricing structure that Cineworld had fired a questioning tweet at them. It wasn’t an unreasonable thing to ask. The response was a masterclass in how to be a bit overbearing.

Maybe as others have said Cineworld’s Twitter operator was having a bit of a bad day. But their response was at best high handed.

You can read the entire exchange via this storify here.

Eleven things to remember when you’re operating social media for an organisation

1. You’re the public face of that organisation.

2. In a little guy v big guy row you can expect people take the side of the little guy as a default setting.

3. The vast majority of people you’ll come across are really decent.

4. If they’re not you need to rise above it.

5. And count to ten.

6. You need to not take things personally when you are the voice of the organisation. They’re not having a go at you personally when they’re complaining.

7. You need to print off the picture at the top of the post and stick it by your screen.

8. Remember the Channel 4 social media policy of  ‘don’t make your boss look stupid.’

9. Most of the time you’ll not need the above at all. Seriously.

10. Be human. It beats everything. The @londonmidland Twitter bio has the words:  “We aim to reply to all tweets, but pls try to be polite if things have gone wrong – we’re real people just trying to help!”

11. Shout a colleague for a second opinion or help if you’re unsure.

Creative commons credits

Two men arguing (remixed) http://www.flickr.com/photos/97248642@N00/860372850/sizes/o/

FUTURE GOVCOMMS: Training, Trust and Re-Training Ministers

So, what should the future of government communications look like? If you think it’s tweeting press releases wearing a One Direction t-shirt you’re wrong.

Refreshingly, the UK government has stood up and on The Guardian website admitted it had a good idea. But not a definitive one.

The newspaper asks readers what it would tell Alex Aiken the government’s executive director of government communications. Which is either a blast of refreshing openness or a bit of window dressing. Actually, let’s take them at face value. Because no-one really has the last word. And Alex used to be localgov as I am now.

A changing landscape

If you are interested in communications, have a look at the new draft communications plan here.

Not only that but whole swathes of the government-wide communications plan should be printed out and shared vigorously. Not least the paragraph:

“We are operating against a fast changing backdrop.

“Digital TV and broadband access at home are now the norm.

“45 per cent of viewing is now of non-terrestrial channels, three times more than ITV1.

“Half of homes now have some form of personal video recorder such as Sky Plus.

“Newspaper sales continue to decline but the growth of online versions means that some content – often entertainment related-news stories – can reach more people than ever before.

“Social media channels are playing an ever greater role in spreading news and opinion.”

That they see that the landscape is changing is a profound relief to me. The facts loom so large as to be undeliable and people are starting slowly to grasp this. Whether we are all moving as fast as we could to embrace change is something else.

“In simple terms government should continue to shift from a static or traditional view of channels and audiences to one that reflects people’s lives, preferences and influences.”

It also talks about the three things that government comms needs to do. The legal obligation to tell people about big planning matters, for example. Or the explaining Minister’s priorities. And the attempt to change behaviours.

For local government too…

It’s tempting to think that local government can do this too. At a stroke. As a sector. But that would be silly. And it also forgets that people in Devon know more about what channels Devon people use than people who live in Dudley. But it’s absolutely the path that local government comms needs to go down.

It also means that comms people need to acknowledge they may not have all the answers to comms any more. Will that undermine the profession? Not, really. A bit of refreshing honesty is vital. Besides, I’ve learned so much about digital comms from bloggers, engineers and environmental health officers.

The 37 skills a comms person will need

Last summer I wrote a post that talks about the 37 skills we’ll need. I was a bit wrong. We won’t all need those. But you can bet your bottom dollar that teams will and the more you’ll have the better it’ll be for you.

The list includes traditional, digital, community building, mapping, infographics, social media, story telling, political nous and lots more beside.

8510599726_27c28f402f_hWe’ll need generalists but digital specialists who will horizon scan and share the knowledge.

We’ll need better training. We’ll need better ways to share good ideas. We’ll need more things like commscamp where local and central government people came together to do just that (disclaimer: I helped organise that.)

But more important than that, much more we’ll need the space to experiment and try new things. That’ll come from the top. It’ll come from Ministers themselves and senior officers. Or rather, it’ll come from our ability to re-train the Minister that something on Twitter is more important than the Today programme’s running order. Or in local government terms, that’s the local newspaper.

When I was a journalist we had an amazing media law refresher. We returned to the chalk face keen to push the boundaries. We were slapped down by our news editors. Training is wasted unless the people at the top get it too.

Salvation will come from an ongoing bombardment of stats, facts, figures, reporting back and internal communications. We think training is the answer. It’s not. It’s the start. Space to fail and learn from failing is.

But we also need to think about trust. More specifically, the Edelman Trust Barmeter that talks of how trust in institutions is up. But trust in those at the top is low but trust in those at the bottom is high. In other words, we don’t believe the chief executive of Royal Mail. But we trust our postman.

We need to be able to deliver comms outside of comms and give the people on the frontline the tools to communicate like West Midlands Police do and like we do in growing parts of local government too. At this point I link to Morgan Bowers a countryside ranger at Walsall Council with 1,100 followers on Twitter who are receptive to explanations about why saplings have to be cut down.

It’ll also mean hiring bloggers for their skills. Not just journalists.

So much is made in the Government document about savings. I’d like to hear more about results and what exciting possibilities we have stretching out in front of us too, please.

Creative commons credits
Houses of Parliament http://www.flickr.com/photos/the_nige/5032302221/sizes/l/
Commscamp http://www.flickr.com/photos/paul_clarke/8510599726/sizes/h/

K-HUB: What have the Somme, Glastonbury and Knowledge Hub got in common?

767632737_65fb8dd35b_b (1)There’s never been more need for a place for local government people to share, innovate, ask questions and search for answers. I know. I work in it.

Working in local government at best can be inspiring and life affirming. At worst can feel like a cross between a natural disaster and the battle of the Somme.

Great landslides are appearing overnight in an old familiar landscape and the normal ways of doing things have gone. I loose count of the number of bright people I know who have left or have been forced to leave.

Against that backdrop the LGA have reacted to a major funding cut by calling into question their walled garden Knowledge Hub be closed. The thinking is that this job can maybe be done by social media without the need for an expensive to maintain website and small army of mostly voluntary curators.

I feel for those in the LGA worrying for their jobs. I’ve been there. Those at risk would rather Knowledge Hub closed in a flash if it meant their jobs were saved. I know I would. When you are in a trench being shelled old soldiers would recall how you would hope the next shell doesn’t land on you. You are not thinking of innovation and better concrete-lined dugout.

If unconferences like localgovcamp is a kind of digital Glastonbury which brings the cutting edge together then the Knowledge Hub is the Top 40. A mainstream place to ask questions.

I’m an infrequent visitor to Knowledge Hub and I get my ideas and inspiration from Twitter. But I know that this isn’t for everyone.

I help with comms2point0 whose blog gets 10,000 visitors a month for comms people. I know how much work it takes.  I simply don’t see similar platforms emerging for the 600 tasks local government does.

I’ll leave the debate on what and how to others like Steve Dale who were involved in the original concept for how Knowledge Hub should look and know that it didn’t quite work out that way.

The truth is obvious. There is a need for a central safe platform where  people can ask, share and be inspired in.  It’s madness to think otherwise.

Creative commons credits:

Glastonbury http://www.flickr.com/photos/toadiepoo/767632737/sizes/l/

HELP 2.0: What good Twitter customer service looks like

4970060350_d31f172762_oThere’s a train company that went through a nightmare spell with cancelled trains and delayed services.

Talk to anyone who uses it and the answer is often the same. “Bloody London Midland. Late again. Only their @londonmidland has told me why. In a human voice. So I can’t quite bring myself to hate them.”

There are lessons there for all of us.

When local government started to use the social web it needed to buy into the idea that this was going to be two-way and a place where people ask questions. We can’t just tell people the latest announcement. People aren’t waiting for us to post them links to a press release. They want a place where they’ll be listened to about potholes, bin collections and things that matter to them, too. Maybe then they’ll wear some of the things we’d really love it if they listened to.

It’s a measure how things have become mainstream when questions via Twitter get plugged into customer services too.

Vodaphone UK emerged in a recent Socialbakers study as the most connected with almost of 80 per cent of incoming tweets answered.  When the channel was established it was primarily a customer services tool, the company say.

Jan Rezab, Socialbakers CEO, says Vodafone UK is particularly well set up for social customer service because it applied itself to the format early on by structuring up its internal trained team to handle queries.

Rezab says: “Brands should apply themselves, it’s more authentic when it’s a trained employee of the organisation answering your queries. Companies have to be ready – and it’s actually cheaper to reply to questions via Twitter than it is a phone call.”

That’s not to say that social should only be customer services. Or comms. If people are talking or asking questions then local government needs to be there too.

The ‘why bother?’ question

If you’re asking why bother have a customer services team at all you’re the absolute last person to think about the social customer services stream. If you think that people should be helped in the channel that works best for them you’re onto something. Once, all customer services used to happen by letter. Then the telephone was invented. And email. We responded to them because that’s where people wanted to be helped. 3973247231_74ecf13184_bIn short, we remembered that we are here to serve. Not the other way round. It’s been five years since local government started to use it. There’s at least 10 million UK users. It’s a good way to respond to issues in public to show that you are listening and also give out answers to a large audience that may need them too. In short you are being more responsive, more relevant and dammit, more helpful too.

The preparing to do it…

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.

The working out if you are doing it right…

In short, you’ll find this out if people are asking you questions.

But yes, you can evaluate it. Don’t bother too much with follower numbers although that’s always nice. Keep a log on how many queries you dealt with each week. Then work out how much they would have cost you to deal with using other routes. The SOCITM stats for avoidable contact can help with this.For face-to-face it’s £10.53, for telephone it is £3.39, while post costs £12.10 and web just 8p.

Report the stats and the successes back far and wide. A satisfied customer is worth shouting about.

Creative commons credits

Helping hand http://www.flickr.com/photos/9729909@N07/4970060350/

Help http://www.flickr.com/photos/41304165@N04/3973247231/

MILITARY 2.0: How the British Army tries to make sure careless tweets don’t sink fleets

tweetsA fascinating military social media account drifted across my timeline the other day. Or should that be advanced?

The @soldieruk Twitter aims to set out military best practice for social media use both for the job but also in military personnel’s private life.

Part teacher and part digital Military Policeman the account also taps people on the shoulder to let them know they’ve strayed across the line.

It’s also fascinating to watch how they strike the balance between adopting a voice that’s somewhere between the parade ground and the water cooler. A retro profile pic and reminders that ‘careless tweets sink ships’ does this rather well.

There are more than 200,000 British servicemen and women. There’s no way the digital genie can be put back into the bottle and it’s clear that social poses a real danger to the MOD as well as opportunity. It’s not just the giving away of troop movements that’s an issue. It’s the personal data that can put individual service personnel in harms way too. The murder of a soldier in Woolwich shows this.

When one serviceman tweeted about the far right English Defence League they were met with this from @soldierUK.

 

There’s also more general messages too…

In addition, there is general advice on how to use social media and to stay safe online. It’ll be interesting to see how the account pans out. Certainly, by embracing digital the MOD stand a far better chance of knowing the risks, pitfalls and opportunities. But with so many accounts to keep an eye on is just one team enough?

#LGCOMMS: the digital debate: is traditional comms dead?

1664489869_3fadab9f95_oIt’s the LGComms Academy in Cardiff this week. A three day event looking at where we are, why we are and where we’ll be going in communications in local government.

There will be some excellent speakers and there will I’m sure be much to learn. You can take a look at the line up from May 21 to 23 via a pdf here. The line-up is not available in a more a ccessible format, I’m afraid.

Last year, there was the profoundly depressing experience of a panel on social media being glibly introduced with the words: “There’s only two things wrong with social media. It’s not social and it’s not media.”

Thankfully, the person who uttered these words has since spoken of his sea change in attitude. There’s also a lot of digital on the agenda. There’s even an unconference slot with Lloyd Davis on Thursday afternoon which should be interesting.

Is traditional comms dead?

There’s also a Think Tank discussion I’ll be chairing on The Digital Debate: Is Traditional Comms Dead? That takes place at 6.30pm on Tuesday May 21. On the panel will be Eddie Coates-Madden of Hull City Council,

Eddie Coates-Madden, Assistant Head
of Service: Communications and Marketing, Hull City
Council, Gavin Sheppard, The Media Trust and Sara
Moseley, Cardiff University
Kuku Club, Park Plaza Hotel

With that in mind here’s five links that may fire some thought. See? I’ve even highlighted some key points to save you the bother.

Are comms the blockers?

Catherine Howe, of Public i wrote a useful summary of the commscamp unconference session in Birmingham asking if comms team are the single biggest block on good social media un local government.You can read the full text of her post here.

I think we have to conclude that communications are often blockers to social media activity but that they have good as well as bad reasons for acting this way. As the use of social media becomes more entrenched then I would speculate that this will become increasingly a question of organisational leadership rather than any specific practitioner groups and that it will be important to start discussing where that leadership should come from. If we want to start to see social media operating outside of comms then arguably that leadership needs to be external as well.  The question of being good organisational customers of digital projects will perhaps be the next challenge we have to collectively face in taking some of the excellent best practice we see around us into more mainstream use and out of the ambit of a single team.

In defence of the press release

Local government press officer Kam Mistry wrote a defence of the pr here sparked by a different debate at commscamp in Birmingham earlier this year.

When you dissect it, you realise that the press release is a fantastic form of communication. You grab someone’s attention with a good headline, they then read your first paragraph and, assuming it’s still interesting, will continue to 97220057_bdf73cb248_bread the rest of it and then publish it. I suppose it’s a bit like the mating game – initial attraction, stimulate interest, maintain interest and then… oh dear this is turning into a Swiss Toni metaphor.

Yes, the press and media are having to evolve but they will be there for many years to come. Newspapers – in print and electronic forms  – will continue to be key channels for effective communication and we really should not see them, or press releases, as anachronisms.

Put it this way. First there was radio and then television came along. Have we all thrown away our radios?

You can read the full text here.

PR is dead and so are newspapers

Eddie Coates-Madden is part of the LGComms panel and wrote this on the challenge that traditional pr and newspapers face and a presentation he gave:

And I ended with my prediction of the future for journalism; that it will be fast, fast, fast; that stories are everywhere, not on a Press Release; that everyone can be a journalist (not necessarily a good one, but everyone can break stories and has the tools to publish); that journalists have become a brand in themselves; that  broadcast without response is dead; that there will be ever more accountable journalism, more easy disgust, more easy offence and that accountability is every organisation’s to handle, and that there are more easily targeted campaigns and more moral tensions. activism is clicktivism and that might mean more and more difficult challenges, to freedom of expression, politically unpopular views, financial security, even – when wrongly done – to personal safety.

You can read more here. 

Death to the campaign!

Jim Garrow works in public health in Philladelphia. He writes a blog and updates it prodigiously. He has the uncanny ability to nail things. This post may be uncomfortable – nay challenging – reading for comms people at LGComms. But that’s why you should read it. He argues that campaigns are counter-productive and switching things on and off don’t work with people.

First, it assumes that our audience is there, available, placid and interested, during the time we decide they should hear our messages. If they are otherwise ready to lose weight, or set up a communications plan, or change the batteries in their smoke detectors, except for some family crisis that happens during our predefined “campaign time,” then they don’t get the message that they need to change their behavior. (This is a HUGE reason I despise days, weeks and months 2911854766_250af8cebe_othat celebrate or raise awareness for something; what, tuberculosis doesn’t matter the other 364 days of the year?

The other reason only communicating through campaigns is harmful is, in my estimation, infinitely worse. Say your timing works out and you get lucky and actually find someone who was patiently waiting for your message. Not only that, but the message is specifically tailored to the group she self-identifies with (because you’re still marketing to audiences and not everyone), and she takes action on it. She’s moved from Contemplation to Preparation based solely on your messaging. Congratulations! But, what happens when you end your campaign? Specifically, what happens to this wonderful person that you’ve prepped to be ready to move forward and actually change her behavior? Does she not move to the Action stage? Does she resent your messaging for leaving her hanging, alone? Is she willing to wait another year for you to become interested in her problem again? Will she even listen next time?

You can read more here.

Creative commons credits

Newspapers http://www.flickr.com/photos/53531820@N00/1664489869/

Movable type http://www.flickr.com/photos/cibergaita/97220057/sizes/l/

Yellow wall http://www.flickr.com/photos/notsogoodphotography/2911854766/sizes/o/