Expanding Social Media Use

22 November 2012Kate Hughes,

Head of Communications

This session...

Our social media journey Why do we need to expand who uses

social media? How we’ve expanded it What we’ve learnt Examples Questions welcome throughout

Our social media journey

Jan 2010Present

Twitter, Facebook, YouTube, LinkedIn,FourSquare, Wikipedia, Live tweeting, ChiefExecutive blogging, Chair of Boardtweeting (@SueR10), Ning for internal use,launched internal digital engagement group, SocialMedia Surgeries, Tumblr for internal campaign…

Limitations

Communications Team – not where action is! Power of social media is to make organisations

transparent and customers empowered Achieving SMT buy-in Giving people skills and confidence Social media use blocked in the business Some sites accessible for specifics (Chief Exec

blog, Ning, Tumblr)

Achieving SMT buy-in

Sell your successes Present to SMT Present to leadership group Took a vote 1:1 sessions with senior

managers to encourage them to use it personally

Developed an approach which met their needs

Digital Engagement Group ‘A willing volunteer is worth ten pressed men’ Meet every six weeks – coffee and pastries Based on social media café approach Tenant Engagement, Climate Change, Housing

Inclusion Informal learning and share useful links Managing my control antenna! Building confidence, slowly, privately

Where next?

The big one for us is Customer Service Still making the case and seeking to

convince the right people Risks – high volume of contacts, need to

properly resource Ultimately - Estate Managers, Repairs

Operatives

To sum up…

Start with the people who want to do it

Nurture them in a safe environment

Accept that it may take time

Share the passion!

Kate Hughes

Head of Communications

Wolverhampton Homes

T: 01902 550455

E: kate.hughes@wolverhamptonhomes.org.uk

Blog: www.socialhousingcomms.blogspot.com

Tw: @katehughes or @WolvesHomes