An online notebook
I’m at Channel Shift Camp in Birmingham today, organised by my good friend Nick Hill. It’s an opportunity for people involved in customer services in the public sector to talk about ways of delivering services using new channels, such as online. The point for organisations is that online channels tend to be a lot cheaper … Keep reading
Just a quick thought: could local authority customer service centres be sources of content for their social media channels? Most customer service departments in councils these days have CRMs of varying sophistication and they must be able to report on what the issues are that most people are calling about at any one time. Perhaps … Keep reading
Last week I chaired a panel at the Citizen 2012 conference in London. We awere talking about how the internet shapes how people access government services, and what government ought to do about it.
I spend a fair bit of time talking to local councils and the like about taking a strategic approach to digital stuff, although usually it is mostly around engagement, and a bit of communications.
It’s important – simply to know what you want to achieve and why. As soon as you have those things figure out then it’s easy to choose the right tools and channels to help you get there.
Taking a strategic approach though doesn’t necessarily mean you need a bit of paper, with ‘strategy’ written on it. Sometimes just having thought about the issues is all you need to do. A quick look on Twitter or Facebook and it’s pretty straightforward to spot those that haven’t even done that!
However, there are times when a bit more of an in depth look at all things digital are required. After all, the bits of an organisation like a local council that are affected by the internet go way beyond just the communications team.