Posts Tagged ‘engagement’

Election Count 2.0 in Edinburgh

Friday, May 7th, 2010
Election map showing Twitter updates

Twitter Election Map

Over the past year or two there has been a palpable surge of interest in using Web 2.0 in the public sector, and in most cases that’s a very positive thing. The added value that such platforms can bring to the services we deliver is obvious, opening new channels of outreach and improving engagement and involvement.

During last night’s election count, the City of Edinburgh Council were putting Web 2.0 to marvellous use by keeping citizens bang up to date with progress of the count taking place over at Meadowbank Stadium.

The following is a summary of what the council did on the night.

More about Election Count 2.0 in Edinburgh

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Creating a dynamite campaign

Thursday, February 4th, 2010

Today I found myself in the opulent surroundings of Edinburgh’s Balmoral Hotel for a breakfast seminar, run by Precedent, on creating dynamite campaigns. The following are some of my notes.

The seminar was lead by John Campbell and Mark Baillie, and John began by considering the good, the bad and the ugly. Examples of good campaigns included:

  • Coca-Cola’s 80s/90s “Can’t Beat the Feeling” adverts – a tune that many of us still recognise today and an excellent example of strong branding.
  • The University of Birmingham’s Circle of Influence campaign to raise £60 million. Astonishingly, they’ve already reached the £50m mark, combining online strategies with a more traditional print campaign.
  • Drinkaware’s drink diary, which allows you to monitor your drinking and compare with friends, adding a social element to the mix. You can even download a phone app. I couldn’t help thinking this could backfire though – imagine people using the diary to compare how much they could drink in a week and actually trying to beat each other!
  • Volkswagen’s Fun Theory website, featuring various viral videos aimed at making people change their behaviour for the better:

John notes that common factors to all of these successes were creativity and innovation.

More on creating dynamite content

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HUWY.eu – a youth participation project

Thursday, December 3rd, 2009
HUWY supports young people to influence policies related to the internet

HUWY

Earlier today I went along to the e-Science Institute in Edinburgh to attend the launch of a new project aimed at getting young people talking about policies and laws which affect the Internet, to channel their ideas to the policy makers.

According to the delegate pack, the HUWY (Hub Websites for Youth Participation) project believes that young people are valuable expert stakeholders in current Internet governance issues like:

  • cyberbullying
  • child abuse and child safety
  • freedom of speech and censorship
  • privacy and phishing, security, identity, hacking, e-commerce
  • file-sharing and copyright

More about the HUWY launch event

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Joining the conversation – handling complaints via Social Media

Tuesday, October 13th, 2009

A colleague recently raised the issue of how we handle complaints that come in via social media, and this got me thinking about the impact of these channels on how we deliver customer service in general. It’s a massive topic, with an awful lot of angles to consider, so here are just a few thoughts.

To start, though, I thought I’d have a quick look at what people were tweeting about in relation to my organisation (LinkedIn has a handy feature called Company Buzz which makes this easier). As expected, the results were not great.

Some recent feedback on Twitter

Some recent feedback on Twitter

You can immediately see why this subject is an important one, especially if the individuals posting such comments have a lot of followers (as the recent Dooce vs Maytag story proved). But do these individuals expect the Council to respond? And if so, what should we be doing?

My thoughts on handling complaints via social media

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