The CLG Customer-Led Service Transformation programme: social media strand
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This is a compilation of two presentations - the first by Siobhan Coughlan to outline the programme: background, purpose, process, timescales and provide tips on winning proposals. Second part is from me - with my reflections having read proposals from the social media side.
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The CLG Customer-Led Service Transformation programme: social media strand
- 1. CLG Customer-Led Service Transformation Capital Fund: Social media strand Siobhan Coughlan and Ingrid Koehler
- 2. Customer Led Transformation Programme Siobhan Coughlan 12 August 2009
- 12. A few points on building social media proposals for the CLG Customer-Led Service Transformation Capital Fund Ingrid Koehler
Hinweis der Redaktion
- NB Not about technology!
- As you build your social media proposals, you should ask these key questions. Reviewers of proposals certainly will be.
- Demographic, financial and public pressures mean we’ll have to change the way that services are change. Local government needs to think of creative ways ensuring that needs are met. For some things, this may mean moving away from direct provision to enabling and convening. Social media provides opportunities to help individuals and communities help themselves to meet their needs.
- Your proposal needs to be focused around outcomes – from your Local Area Agreement. You need to demonstrate how social media will support you to change the way that services are delivered to improve the chances that these outcomes are delivered. In some cases, you may not have direct evidence, but you must make a strong theoretical link.
- It’s customer-led service transformation, so the focus on social media needs to be from the outside in – how will you engage with citizens, users, customers to through social media to change what you do? Don’t push: don’t just use social media as a broadcast mechanism or as a social marketing tool - proposals need to be about engagement and interchange …that being said…how will you let people know about what you’re doing? How will you promote the site/tool/ whatever it is through social media and other communication methods? Where’s the link? All social media proposals need to demonstrate that people won’t be speaking into a vacuum – there needs to be a real link to service deliverers, the corporate centre, partners, decision-makers and/or politicians. Show that’s there a lever to pull which will make a difference.
- Like any interest group, social media enthusiasts tend to use a lot of buzzwords and jargon or use brand names like Twitter to mean a kind of interaction. Since funders and people that you need to get on board may not always be familiar with the terms OR the concepts, you must make sure that you explain your planned approaches and what you hope it will achieve.