Total Customer Experience Starts OnlineKimb Jones

Barnsley Hospital http://barnsleyhospital.nhs.uk@mkjones @barnshospitalonline: #wddo

me

Michael Kimb Jones

Digital Guru* @ Barnsley Hospital*not my official title

what I do

Michael Kimb Jones

web designer since 1998 | worked in NHS since 2001

“I make things that go on the internet”

….and

Michael Kimb Jones*deep breath*

….strategy, project management, trainer,idea cultivator, speaker, blogger,

tweeter and snooker fan….

title

fixing a damaged online strategy

or..

total customer experience starts

online

so..

‘the project’

or..

‘what happened’

12 month media communications

& web overhaul...

...starting with a new website...

...ending in a more robust and flexible digital foundation...

what was done

step oneconstruct a multi-discipline team get digital management and development

out of IT and into corporate

step twospread responsibility of producing digital content to everyone in the organisation

step threeengage on-the-ground to ease fears and

grow understanding about digital

step fourutilise and experiment with flexible

available tools like open-source frameworks and apps

step fiveforce the issue of social media & blogging

can be daunting but the benefits are worth it

soafter 12 months what has changed?

lotsbut its still not enough.....

…what next?

..questions..