Post on 25-May-2015
Using Social Media: How we started and what
we’ve learnt
15 June 2011
Kate Hughes Communications Manager
This session...
Background How did we start? Policy and guidelines Twitter Facebook Other sites Resources and scary stuff Questions welcome throughout!
How we started
Experimental approach Loose objectives:
give customers/stakeholders new channels to communicate with us
drive traffic to new website Social Media Policy NO STRATEGY! Twitter – gateway channel
Policy and Guidelines
Light touch Encouraging Flexible Policy Guidelines Happy to share
Started in Jan 10 Mostly stakeholders Frequent updates Mitigation of risk Use hootsuite Promotion Live tweeting - consultation
Examples
Examples
Twitter was good for stakeholders, but… Research Started in May 2010 Promotion: newsletter, City Show, new website,
personal networks, staff newsletter, Take up was initially slow Now lots of debate, comment, interaction Still small amount of likers
Examples
Examples
Limited Resources
Can’t do everything We dabble in other platforms but Twitter and
Facebook = primary At first, just me Checked twitter 5-6 times a day (approx 10-
15mins) Now two people check/update all platforms 5-6
times a day (approx 40 mins) Start small – and do it well
YouTube
Wikipedia
Scary stuff (and how it’s not really)
Overwhelmed? Criticism? Weekend/evenings? Lack of support? Lack of understanding? Measurement?
What didn’t work (for us) Photo comp –
Wonderful Wolverhampton
Cheap Eats competition
But they have worked other places!
Photo by tenant Steph Jennings
Measurement
Mentions/replies/comments/likes = good but outputs
Insights = better Klout = better still Our own measures = useful conversations
Measurement
Content Development
About 50% planned News, diary stories,
events, competitions, pics
50% spontaneous or responsive to topical issues
Mix of ‘corporate’ and ‘fun’
Growing a community
Time Persistence Humanity Creativity Kindness Humour Listening
My Advice
1. Use social media personally.
2. Experiment and learn!
3. Start on Twitter.
4. Be willing to fail.
5. Exercise common sense.
Kate Hughes
Communications Manager
Wolverhampton Homes
T: 01902 556789
E: kate.hughes@wolverhamptonhomes.org.uk
Blog: www.socialhousingcomms.blogspot.com
Tw: @katehughes or @WolvesHomes