26 January 2010

How many words is it worth?

A few years ago I had the honour to be summoned to a conference at a rather lovely Yorkshire Hotel. A gang of us had been brought there to give our views on how the region would look in 2050 if we achieved the deep cuts in greenhouse gas emissions that the Royal Commission on Environmental Pollution had said would be necessary (50% based on 1990 levels since you ask). This was, at the time at least, grist to my mill.

Imagine my horror when it turned out that, for the entire two-day session, my views would be captured by painting and drawing on flipcharts. We weren't allowed to write words at all, not even labels. I tried but I really can't draw and anyway my mind doesn't work that way. I had, in short, a bad weekend.

Lots of us in PR and comms have minds that work on words. Most of us started as journalists and all of us believe a Sunday with the papers and a vat of coffee is what evolution has been striving for all these years. Just check this for me. How close to your desk is your dictionary? How close to your desk is your history of art book? Is it still on the shelves at Amazon?

So we employ designers to do the visuals for us. Even then, though, graphic design is largely applied to the service of text. We allow designers to arrange our precious words and in these modern times, we illustrate the words with photos. Sometimes (if we feel a bit outre) we include cartoons or abstract art.

A while ago an old friend and visual artist Rob (follow him @plentymuch) gave a short discourse (over a cup of tea as I remember it) on the subject of the images in contemporary society. It rather struck me at the time. He argued that our access to visual media in popular culture: film, TV, print and, of course, the computer screen has given us a level of sophistication in how we interpret and understand images.

A pop video, for example, will reference movies, pieces of fine art, mass market brands and previous videos. This is transparent to the viewer and is often has a complex relation to the main story of the video. Visual short hand is widespread and well understood. My favourite Christmas card this year featured a snowman rendered as Munch's the Scream and titled "Forgot the Christmas Turkey". Tell me that's not sophisticated.

And it's a two way process of course. Images fly around social networks like... er... flies. Even if we get that we can transmit information and concepts in the form of pictures how easy do we make it for people to use images to talk to us.

Wordsmiths need to recognise that this is happening. Images aren't mere baubles to hang on our well-crafted prose. They can replace our prose. We need to spend a lot more time hanging out with designers and artists. We need to stop and think "Would a picture do this better?" We need to imagine a word in which the dictionary has pictures.

Now obviously I shouldn't have written this post. I should have selected a series of well chosen photographs. But my mind just doesn't work that way.

19 January 2010

Things that a local authority comms leader should be fretting about


So I spent some of today chewing the fat with an old local government colleague. (That's just an expression, they are not old). We were, for reasons that need not detain us here, musing on what a good local government comms leader should be fretting about now. I thought that you might find an edited version of these musings diverting.

Partnerships

An increasingly complex area is the role of corporate comms within partnerships. It should be comparatively easy when things are proceeding well. At the very least we'd expect local authorities to be working on joint campaigns and to understand the risks and opportunities of joint approaches to communications.

But who provides comms leadership within the partnership? Is it the local authority? and if so why? In many areas the police force will have substantial comms resources as well as the various bits of the health service. The partnership might want to develop its own comms resources.

I don't know of any areas where LSPs are fully sharing comms resources but that seems a logical direction for some areas.

However LSP comms is managed, it's going to be much harder when things go pear shaped. Haringey provided a case in point. I can see similar issues with CAA on an annual basis.

For most local authorities, internal comms stops at the local authority boundary. But that seems old fashioned now. Police staff, housing landlord staff, health service workers and a whole host of other workers all have a real interest in many of the internal messages within the local authority (though not all of them). The same is true vice versa.

Social Media (-sigh-)

I know, I know I keep going on about it. But I can't apologise. It really is that important.

My view is that 2010 will be the year of social media. Senior managers have the sense that "we should be doing something with social media" so stuff will happen. What should really be exercising comms leaders is the question of where all this is going. Social media tends to open up organisations. It's fantastic at developing relationships, it it is quite levelling so organisations have much less control over the message and have to take part as much more equal partners in conversations.

In 10 years time an excellent authority will relate to its publics in a much more complex and dynamic way. Getting from here to there is going to require some changes. I bet your Council blocks staff access to social media sites, just for example.

Some people don't have access to social media. Many people have imbalanced access (they use it at home but not on their mobile say). Some people choose not to use social media. Do we encourage them to get on-line, leave them behind, develop work-a-rounds so they can carry on being outside the digital economy?

Cuts

Local Govt funding is about to drop off a cliff, there will be cuts, closures, reduction in discretionary spend on a big scale. This single sentence is going to dominate the working lives of local authority comms staff for years to come. I have more to say but I have written about this previously.

The excellent comms leader

Someone once told me that a local authority is an organisation constantly in flux. It's also an organisation unusually reliant on relationships within its structures and in the delivery of its services. This should be grist to the comms director's mill. It should be...


07 January 2010

Belfast City Council has the most effective facebook page in local government

How did you spend your holiday?

Just before Christmas I decided to have a look for Councils who were doing good things on facebook so that I could point you to them. Now actually there are plenty of things that Councils could be doing on facebook but the easiest one to spot is where they have corporate pages. The best list for Councils on facebook is maintained by the eGov register. Finding pages is one thing, how to we identify organisations using the technology well?

In my view effective use of a facebook page would be evidenced by lots of fans, lots of interactions, regular updates and content specifically prepared for facebook. So I measured these figures for each Council page just before Christmas (and looked back for 2 weeks preceding this). Then I combined these scores to give an overall score for effectiveness. The breakdown of the scores for each page I looked at is here.

Who's top of the pops?

Belfast scored the highest despite the fact that it doesn't make a lot of use of content prepared specifically for facebook. It has more fans and more interactions than any other page. If you want to improve your local government corporate page, they are definitely the ones to watch.

Barnett and Torbay have plenty of fans but aren't very interactive. Still bums on seats certainly count.

I also rather liked Maidstone BC's page which had a rather middling score but seems to be run by someone who "gets" social media.

These are highlights in a landscape of local authorities who are, at best, putting a toe in the facebook water. Plenty of council's haven't established a presence, plenty more have very low-key pages.

What's Belfast doing so right?


Well Belfast has some in-built advantages compared to (let's say) Carmarthenshire. It's a university city, it's the capital of Northern Ireland and one of the two most important cultural, economic and political centres on the island of Ireland. So you might expect plenty of social media appetite there. The page seems intelligently managed, it isn't just re-publishing the RSS feed from the Council's news pages. it's timely and relevant.

In the scale of things though, even this powerhouse of social media effort is a actually pretty small beer. Sitting next to the City Council page is simply the "Belfast" page with over 30x as many fans as the local authority, oodles of interactions (many with swearing) and almost now official status updates.

And the conclusion is?


Simon Wakeman has argued that local government shouldn't use corporate facebook pages. I wouldn't go that far. These findings suggest that there is an appetite for a well managed page. I do agree with him that social media requires a different approach. Council's (and indeed all corporates) need to learn how to use these tools to engage with and converse with people.

Decent PR people are fretting about how we can measure the effectiveness of social media. This is a start. What do you think?

04 January 2010

The crystal ball returns


Almost exactly one year ago I, perhaps foolishly, made a series of predictions for 2009. Let's see how I did.

I said: Arguments between local authorities and their local partners will break out across the England as a result of CAA reporting.

Was I right?
Yes but I can't prove it.
In December, the Government has set up a slightly confusing site which enables you to find out how your local public sector is doing. So far councils seem to be getting the blame for everything. That is not sustainable. Gossip suggests that there are considerable tensions behind closed doors.

I said: There will be a general election in June and Labour will be returned to government with a reduced majority.

Was I right?
No. And no room for obfuscation either.

I said: There will be an amusing range of rubbish and embarrassing forays onto YouTube.

Was I right?
Well I was clearly in a bad mood. There have been a range of experiments with virals and video content. Some have been more successful than others. UK public bodies are still feeling their way with all this stuff. Few of these forays have been ground-breaking but few could fairly be described as I did a year ago.

I said: Millions of pounds of public investment will be wasted as infrastructure schemes are rushed and poorly planned.

Was I right? Sadly yes.

I said: Facebook will rule the world.

Was I right? Pretty much, even though the media buzz is around twitter, facebook is where the action is. Just by way of example: people spend a lot more time on facebook than on any other site and facebook users share 3 times as many photos as flickr users (which is a dedicated photo sharing site).

I was pretty negative about twitter back then and I'm still ambivalent. I still think the most interesting thing about twitter is where it might lead.

So that's 3.5 out of 5. Despite this I will be publishing my 5 predictions for 2010 very shortly. Call again soon.

19 December 2009

Hey let's fix the Digital Economy Bill

There are countries in the world where punishments are imposed by the state without trial, without the evidence being properly investigated and judged and without the actual culprit being identified. The UK is on the track to be one of them.

The Government has introduced the Digital Economy Bill. This sets out to discourage people like you and me (or, you know, bad people) from breaching copyright law. Essentially if you repeatedly download material in breach of copyright then you will be cut off. Now on the face of it that seems perfectly reasonable. If breaking copyright is theft (and let us assume for the purposes of this discussion that it is) then natural justice means that the thieves should be denied the tools they used surely?

Except of course, it's not that simple.

For a start if you are accused of stealing, let's say, a loaf of bread: you can expect to have the evidence presented in court, tested and proved beyond reasonable doubt. Not so for breach of copyright. The Bill suggests that the judge and jury should be replaced with a combination of your Internet Service Provider and the copyright owner.

Call me old fashioned but I think I'd rather stick with the trial.

Also even if we accept that the punishment of disconnecting me does fit the crime, why should my whole family be punished for my offence? The bill only looks as far as the broadband connection not to the actual culprit. And this will still be the case if the connection is provided by an Internet Cafe or a pub. Wifi hotspots are a really important economic and social development. You'd be a fool as a landlord to provide public access given the provisions in this bill. Our nascent public wifi infrastructure is a social and economic good, our legislators should be looking for ways to nurture and support it not ways to strangle it at birth.

Oh and there's loads of other bad stuff. Please read the Bill, read the briefing the Open Rights Group has prepared and then write to your MP or, since the Bill is in the upper house, to a Lord.

17 December 2009

Councils on facebook- please help

Dear local government world

I'm doing a little research for this blog on local government use of facebook. As part of this I'm looking for Council facebook pages. Facebook's search feature is pretty rubbish. This is what I've discovered so far but I'm sure there are plenty more out there.

If you know of a Council facebook page that I am missing, could you leave the link in the comments or drop a line to ben@benproctor.co.uk or tweet it to @likeaword. Thanks very much.

I'm looking for corporate pages or pages clearly owned and maintained by the Council, rather than pages set up for a specific event or project but I'd rather have too much than too little.

The results of the research will be published here and possibly on http://benproctor.co.uk under a Creative Commons licence.

Any questions or concerns, just ask.

Thanks everyone

Ben


Allerdale http://www.facebook.com/pages/workington-United-Kingdom/Allerdale-Borough-Council/19233423780?ref=search&sid=697557154.2398180322..1
Babergh DC http://www.facebook.com/pages/Ipswich-United-Kingdom/Babergh-District-Council/110809452256?ref=search&sid=697557154.2398180322..1
Banbridge http://www.facebook.com/pages/Banbridge-United-Kingdom/Banbridge-District-Council/205858495995?ref=search&sid=697557154.1196960995..1
Barnett http://www.facebook.com/pages/London-United-Kingdom/Barnet-Council/25963519357?ref=search&sid=697557154.2398180322..1
Belfast http://www.facebook.com/pages/Belfast-United-Kingdom/Belfast-City-Council/91985617012?ref=search&sid=697557154.2398180322..1
Birmingham City
Council
http://www.facebook.com/pages/Birmingham-City-Council/5924273873?ref=search&sid=697557154.2398180322..1
Boston http://www.facebook.com/pages/Boston-United-Kingdom/Boston-Borough-Council/79695007103?ref=search&sid=697557154.3595754034..1#/pages/Boston-United-Kingdom/Boston-Borough-Council/79695007103?v=wall&ref=search
Bournemouth http://www.facebook.com/pages/Bournemouth/Bournemouth-Borough-Council/140445935123?ref=search&sid=697557154.3595754034..1
Bradford http://www.facebook.com/pages/Bradford/Bradford-Metropolitan-District-Council/64875812564?ref=search&sid=697557154.1196960995..1
Brent http://www.facebook.com/pages/Wembley-United-Kingdom/Brent-Council/55165122777?ref=nf
Brighton and Hove http://www.facebook.com/pages/Brighton-United-Kingdom/Brighton-Hove-City-Council/54869840070?ref=search&sid=697557154.1187606156..1
Bromsgrove http://www.facebook.com/pages/Bromsgrove-United-Kingdom/Bromsgrove-District-Council/54505722010?ref=search&sid=697557154.1196960995..1
Burnley http://www.facebook.com/pages/Burnley-Borough-Council/109688892929?ref=search&sid=697557154.3595754034..1
Calderdale http://www.facebook.com/pages/Halifax-United-Kingdom/Calderdale-Council/36605341772?ref=search&sid=697557154.2398180322..1
Camarthenshire http://www.facebook.com/pages/Carmarthen-United-Kingdom/Carmarthenshire-County-Council/32034319301?ref=search&sid=697557154.2398180322..1
Cambridgeshire http://www.facebook.com/pages/Cambridge-United-Kingdom/Cambridgeshire-County-Council/91291640934?ref=search&sid=697557154.2398180322..1
Carlisle http://www.facebook.com/pages/Carlisle/Carlisle-City-Council/254634870295?ref=search&sid=697557154.1187606156..1
Cotswold DC http://www.facebook.com/pages/Cirencester-United-Kingdom/Cotswold-District-Council/126805000380?ref=search&sid=697557154.2398180322..1
Croydon http://www.facebook.com/pages/Croydon-Council/54519519085?ref=search&sid=697557154.2398180322..1
Darlington http://www.facebook.com/pages/Darlington-Borough-Council/48243507113?ref=search&sid=697557154.3595754034..1#/pages/Darlington-Borough-Council/48243507113?v=wall&ref=search
Derbyshire CC
(elections)
http://www.facebook.com/pages/Matlock-United-Kingdom/Derbyshire-County-Council-local-elections-2009/80892842357?ref=search&sid=697557154.4286982434..1
Devon CC http://www.facebook.com/pages/Exeter-United-Kingdom/Devon-County-Council/58537602589?ref=search&sid=697557154.4286982434..1
Dover DC http://www.facebook.com/pages/Dover-United-Kingdom/Dover-District-Council/57041006177?ref=search&sid=697557154.2398180322..1
East Lindsney http://www.facebook.com/pages/Louth-United-Kingdom/East-Lindsey-District-Council/44318938353?ref=search&sid=697557154.1196960995..1
East
Renfrrewshire
http://www.facebook.com/eastrenfrewshirecouncil?ref=search&sid=697557154.2398180322..1
Essex http://www.facebook.com/pages/Chelmsford-United-Kingdom/Essex-County-Council/121416117123?ref=search&sid=697557154.4286982434..1
Exeter http://www.facebook.com/pages/Exeter-United-Kingdom/Exeter-City-Council/186668925633?ref=search&sid=697557154.2398180322..1
Harlow http://www.facebook.com/pages/Harlow-United-Kingdom/Harlow-Council/139112552176?ref=search&sid=697557154.2398180322..1
Hart DC http://www.facebook.com/HartDistrictCouncil?ref=search&sid=697557154.1196960995..1
Hastings http://www.facebook.com/pages/Hastings-United-Kingdom/Hastings-Borough-Council/158576779373?ref=search&sid=697557154.3595754034..1
Hillingdon http://www.facebook.com/pages/Uxbridge-United-Kingdom/Hillingdon-Council/38047820944?ref=search&sid=697557154.2398180322..1
Huntingdonshire http://www.facebook.com/pages/Huntingdon-United-Kingdom/Huntingdonshire-District-Council/77363838917?ref=search&sid=697557154.1196960995..1
Kirklees http://www.facebook.com/pages/Kirklees-Council/32651978554?ref=search&sid=697557154.2398180322..1
Knowsley http://www.facebook.com/pages/Knowsley-Council/128228133232?ref=search&sid=697557154.2398180322..1
Lambeth http://www.facebook.com/pages/London-United-Kingdom/Lambeth-Council/134678860688?ref=search&sid=697557154.2398180322..1
Leicester City
Council (Comms)
http://www.facebook.com/pages/Leicester-City-Council-Communications/164070388653?ref=search&sid=697557154.1187606156..1
Lewisham http://www.facebook.com/pages/Lewisham/Lewisham-Council/127390450064?ref=search&sid=697557154.2398180322..1
Lichfield DC http://www.facebook.com/pages/Lichfield-United-Kingdom/Lichfield-District-Council/34642269654?ref=search&sid=697557154.2398180322..1
Liverpoll CC http://www.facebook.com/pages/Liverpool/Liverpool-City-Council/52876401107?ref=search&sid=697557154.2398180322..1
Luton http://www.facebook.com/pages/Luton-Borough-Council/163669989058?ref=search&sid=697557154.3595754034..1
Maidstone http://www.facebook.com/pages/Maidstone-United-Kingdom/Maidstone-Borough-Council/42641010212?ref=search&sid=697557154.2398180322..1
Manchester http://www.facebook.com/mancitycouncil?ref=search&sid=697557154.2398180322..1
Merton http://www.facebook.com/pages/Morden-United-Kingdom/Merton-Council/25892221847?ref=nf
Mid Devon
(tenant involvement)
http://www.facebook.com/pages/Tiverton-United-Kingdom/Mid-Devon-District-Council-Tenant-Involvement-Team/60173041723?ref=search&sid=697557154.1196960995..1
NE Derbyshire
(working communities)
http://www.facebook.com/pages/Chesterfield-United-Kingdom/Working-Communities-Project-North-East-Derbyshire-District-Council/113099248534?ref=search&sid=697557154.1196960995..1
New Forest http://www.facebook.com/pages/New-Forest-District-Council/193334204934?ref=search&sid=697557154.1196960995..1
New Forest http://www.facebook.com/pages/New-Forest-District-Council/193334204934?ref=search&sid=697557154.1196960995..1
Newcastle http://www.facebook.com/pages/Newcastle-upon-Tyne-United-Kingdom/Newcastle-City-Council/37542908789?ref=search&sid=697557154.1187606156..1
North
Warwickshire
http://www.facebook.com/pages/Atherstone-United-Kingdom/North-Warwickshire-Borough-Council/68894269669?ref=search&sid=697557154.3595754034..1
Northumberland http://www.facebook.com/pages/Morpeth-United-Kingdom/Northumberland-County-Council/181340994130?ref=search&sid=697557154.4286982434..1
Norwich (events) http://www.facebook.com/pages/Norwich-United-Kingdom/Norwich-City-Council-events/129376621392?ref=search&sid=697557154.1187606156..1
Nottingham http://www.facebook.com/pages/Nottingham-City-Council/111426529432?ref=search&sid=697557154.2398180322..1
Nottingham City
Co (parks and open spaces)
http://www.facebook.com/pages/Across-Nottingham/Nottingham-City-Council-Parks-and-Open-Spaces/111231444674?ref=search&sid=697557154.1187606156..1
Nottingham City
Co (voter reg)
http://www.facebook.com/pages/Nottingham-United-Kingdom/Nottingham-City-Council-Voter-Registration/118533982540?ref=search&sid=697557154.1187606156..1
Nuneaton and
Bedworth
http://www.facebook.com/pages/Nuneaton-United-Kingdom/Nuneaton-Bedworth-Borough-Council/93280162876?ref=search&sid=697557154.3595754034..1
Pembrokeshire http://www.facebook.com/pages/Haverfordwest-United-Kingdom/Pembrokeshire-County-Council/127428295504?ref=search&sid=697557154.4286982434..1
Plymouth http://www.facebook.com/pages/Plymouth/Plymouth-City-Council/66028058544?ref=search&sid=697557154.2398180322..1
Rochdale http://www.facebook.com/pages/Rochdale-United-Kingdom/Rochdale-Borough-Council/101141192160?ref=search&sid=697557154.2398180322..1
Rother http://www.facebook.com/RotherDC?ref=search&sid=697557154.2398180322..1
Spelthorne http://www.facebook.com/pages/Staines-United-Kingdom/Spelthorne-Borough-Council/100665672905?ref=search&sid=697557154.3595754034..1
Stevenage http://www.facebook.com/pages/Stevenage-United-Kingdom/Stevenage-Borough-Council/112341307499?ref=search&sid=697557154.2398180322..1
Stockport http://www.facebook.com/pages/Stockport-United-Kingdom/Stockport-Metropolitan-Borough-Council/23661818476?ref=search&sid=697557154.3595754034..1
Stratford on Avon http://www.facebook.com/StratfordDC?ref=search&sid=697557154.1196960995..1
Sunderland http://www.facebook.com/pages/Sunderland/Sunderland-City-Council/45774535789?ref=search&sid=697557154.1187606156..1
Sunderland
(Planning Policy)
http://www.facebook.com/pages/Sunderland-United-Kingdom/Sunderland-City-Council-Planning-Policy-Section/143850600228?ref=search&sid=697557154.1187606156..1
Tameside http://www.facebook.com/pages/Ashton-under-Lyne-United-Kingdom/Tameside-Council/55100423375?ref=search&sid=697557154.2398180322..1
Torbay http://www.facebook.com/pages/Torquay-United-Kingdom/Torbay-Council/42614454723?ref=search&sid=697557154.2398180322..1
Warrington http://www.facebook.com/warringtonbc?ref=search&sid=697557154.2398180322..1
Westminster http://www.facebook.com/pages/Westminster-City-Council/19300635812?ref=search&sid=697557154.1187606156..1
Wigan http://www.facebook.com/pages/Wigan-United-Kingdom/Wigan-Council/82601825741?ref=search&sid=697557154.2398180322..1
Winchester http://www.facebook.com/pages/Winchester-United-Kingdom/Winchester-City-Council/111176592037?ref=search&sid=697557154.1187606156..1
Wokingham http://www.facebook.com/pages/Wokingham/Wokingham-Borough-Council/72648547220?ref=search&sid=697557154.3595754034..1
Wrexham http://www.facebook.com/pages/Wrexham/Wrexham-County-Borough-Council/125947085718?ref=search&sid=697557154.4286982434..1
Wychavon http://www.facebook.com/pages/Pershore-United-Kingdom/Wychavon-District-Council/106429362596?ref=search&sid=697557154.1196960995..1

16 December 2009

Should housing associations tweet?


This is a response to a post on Kate Hughes' blog "Part One: Should housing associations tweet?"

She says "Yes".

I say "maybe".

I'm a reluctant twitter fan. Being freelance, I spend a lot of time on my own gazing at a computer screen and it is very addictive having tweetdeck pottering away on the laptop to my left. I have also worked with some organisations to bring twitter into their marketing comms with some success.

So I'm certainly not going to say that housing associations should not tweet. I do think that twitter is, for most organisations, at the bottom of a hierarchy of social media and that resources should be put into blogs and facebook (and maybe bebo and myspace) first. I also think that organisations like housing associations need to have conversations with their staff about what is and isn't appropriate on social media (should you follow tenants? should you friend tenants? should you identify your employer on social media? should you set up official profiles?).

Kate points out that there are plenty of stakeholders other than tenants on twitter which is important because twitter is probably not an effective way to engage directly with most tenants (though it's an excellent way to engage with those tenants who use twitter).

I do think that it is time for housing associations to take the social media debate on a step or two. Social media is definitely here to stay and it certainly has many benefits to users. Over time, there is a real risk that the users of social media will tend to get faster and more effective access to services than those who use more conventional ways of accessing services. It's in the nature of the technology.

It seems to me to be entirely appropriate that housing associations should consider how they want to respond to the changing on-line world. They could invest in supporting and encouraging tenants to get into the social media cloud. They could decide that there is insufficient benefit to be had by engaging with tenants through this mechanism. Let's face it most of them will be somewhere in between.

But it is time that social media stopped being the preserve of the marketing team and started being the preserve of the board and the chief executive.

As I will no doubt continue to say here for a while.

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