The public attitude

February 2011

Approve of Govt. record - Projections

0

10

20

30

40

50

60

70

80

01/0

5/20

10

01/0

6/20

10

01/0

7/20

10

01/0

8/20

10

01/0

9/20

10

01/1

0/20

10

01/1

1/20

10

01/1

2/20

10

01/0

1/20

11

01/0

2/20

11

01/0

3/20

11

01/0

4/20

11

01/0

5/20

11

01/0

6/20

11

01/0

7/20

11

01/0

8/20

11

Approve

Disapprove

Don’t know

Source: c.2,000 GB adults interviewed online. YouGov

Referendum/local elections (5 May 2011)

66% Disapprove

20% Approve

14% Don’t know

Labour government average 2008-2010

General elections (6 May 2011)

The national mood going into 2011

69%

60%

50% 47%

61%54%

42% 41%

Satisfaction withcouncil

Informed aboutservices & benefits

Good value for money Take account ofresidents views

Oct-10

Jan-11

Source: LGinsight/Populus 28-30 January 2011, 1,002 GB adults 18+ interviewed by telephone, compared to 1,003 GB adults 18+ on 1-3 October 2010.

Council rating/benchmark

47%

48%

37%

22%

35%

9%

8%

8%

13%

56%

39%

39%

49%

54%

4%

The amount of money the council receives from government to provide services

The level of council tax you pay

The range of services the council offers

The quality of services the council offers

The value for money you receive from the council for the services it offers

Q: Do you think the following will increase, reduce or stay the same over the next 12 months…

Reduce Stay the same Increase Don’t know

4%

10%

6%

5%

5%

Source: LGinsight/Populus 28-30 January 2011, 1,002 GB adults 18+ interviewed by telephone, compared to 1,003 GB adults 18+ on 1-3 October 2010.

National expectations – October 2010

36%

38%

27%

18%

24%

8%

5%

7%

13%

70%

53%

54%

63%

64%

3%

The amount of money the council receives from government to provide services

The level of council tax you pay

The range of services the council offers

The quality of services the council offers

The value for money you receive from the council for the services it offers

Don’t know

3%

5%

3%

3%

3%

Reduce Stay the same Increase

National expectations – January 2011

Source: LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by telephone

Q: Do you think the following will increase, reduce or stay the same in the next financial year (April 2011)?

The local authority storm

Calm before the storm

Shelter from the storm

2010

Eye of the storm

Storm passes

2011 2012-13?

Service Satisfaction

41%

25%

9%

5%

32%

42%

32%

15%

4%

9%7%

10%12% 13%

20%23%

10% 11%

31%

47%

Refuse collection Street cleaning Clearing ice andsnow from roads

Clearing ice andsnow frompavements

Very satisfied

Fairly satisfied

Neither satisfied nordissatisfied

Fairly dissatisfied

Very dissatisfied

Source: LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by telephone. Don’t knows 1% or less

+51 +43 +10 -50

Net (Satisfied – Dissatisfied)

Most annoying about the snow

Source: 2,002 GB adults, YouGov, December 2010

19%

20%

25%

34%

40%

60%

71%Lack of grit on the roads/ possibility of accidents

Higher energy bills

Disruption to travel plans

Defrosting the car

Choosing the right footwear to handle the icy pavements

School closures

Having to cancel social arrangements

Reaction to snowfall

18%

20%

32%

39%

41%

57%

57%

69%

62%

56%

46%

47%

28%

31%

Get the balance about right

Shut down too readily

Shop and retailers

Trains

Schools

Source: 2,039 GB adults, YouGov, December 2010

Buses

Refuse collections

Doctor’s surgeries

Royal mail

Trust in different people

13%

16%

22%

25%

38%

44%

45%

54%

60%

63%

70%

71%

80%

80%

88%

92%Trust to tell the truth

The Police

TV news readers

Teachers

Doctors

Source: 2,023 GB Adults, Ipsos MORI, September 2009

Professors

Business leaders

Civil Servants

Trade Union Officials

Pollsters

Journalists

Judges

Scientists

Clergymen/Priests

Ordinary man/women in the street

Politicians generally

Government Ministers

Trust in organisations

Preferred ways to receive information

6%

77%

53% 52% 51%

30%

10%13%15%

31%30%

58%

85% 82%

Localnewspaper

Councilpublications

Councilwebsite

Local newswebsite

Spoke tocouncillor

Readcouncil

informationon social

media

Leaflets None ofthese

What currentlysee/read

Preferred ways toreceive info aboutcuts

Source: LGinsight/Populus 28-30 January 2011. 1,002 GB adults 18+ interviewed by telephone

Seen in last 2-3 months / overall preferred ways to receive informationspecifically about budget cuts

Trust in TV and Radio

Research from 7/7Media sources• TV coverage, in particular, BBC and ITV were the primary media. Web news and

web information providers as well as radio were also widely used.

Key messages• The communication of key messages at the time of the London Bombings was

vital. The overwhelming majority of Londoners recognised the key messages of remaining vigilant, united communities and it being ‘business as usual’ in London.

Reassurance• Londoners were most reassured by Sir Iain Blair and the police. Londoners also

found the news coverage from the BBC and ITV reassuring post 7/7.

Aftermath• Londoners displayed anxiety about the London Bombings and significant sections

of Londoners were suffering from disturbing thoughts and memories about the London Bombings.

Lessons learnt from 7/7

• Communications from the frontline are very important for public reassurance

• A multi-media approach is required to generate the widest coverage of the public. However, in an emergency, television news is the critical medium in terms of reaching and reassuring the public.

• By choosing appropriate key messages which made sense to the public, communicators were able to engage the public with what support public agencies were looking for from the public.

• Significant levels of anxiety post 7/7 meant communications were required to support those feeling anxious after the bombings.

Lessons from 9/11• Americans rallied around their

neighbours rather than America, fearing those not part of their community

• Greater fear about personal safety

• High exposure to media resulted in higher concern

• A slight increase in civic engagement, with an increase in volunteering among those who already volunteer

What is the impact of social media?

Key lessons• When a crisis happens people will turn to:

• BBC• Officials who should know what’s going on• Their neighbours/community• Social media

•Three possible official messages: • Stay calm and carry on• How you can make yourself safe• What you can do to help (a neglected message?)

• Will you get a four minute warning? • 2005 – Tavenstock Sq bus bomb – 1 hour after the three bombs on the tube. Grainy mobile videos appear later• 2011 – instant Twitter/YouTube/Sky/BBC/global coverage

Conclusions going into 2011• Government increasingly unpopular and public trust declining. The most likely crisis is one of lack of confidence in public officials to run services well• As with a terrorist incident people will turn to the BBC and their community – making local media even more important – but they could also be stirred into action to help their community• There will be demands for information on what changes mean for individuals. This will be provided by those who respond the quickest with the clearest arguments and turn the crisis into a turning point in defining their leadership

Thank you

ContactNeil WholeyHead of Research and Customer Insight @ Westminster City CouncilChair of LGinsight

020 7641 3317nwholey@westminster.gov.ukTwitter: @neilwholey