1. Opening up….. to social media
Karen Kelly
Web Team

2. Remember this?

3. What did this mean? School closures Gritting Service disruptions
Facility closures
Bin collections missed
Events cancelled

4. What happened next?

5. How did this work? Access to social media needed
One person dealing with all posts/enquiries
Information coming in from a wide range of staff members, including Head Teachers
Became a full time job!

6. Our audience By end 2010 (accounts had been active for 4 weeks):
Over 9,000 fans and followers combined on Facebook and Twitter
Over 6,000 questions posted and answered
Evenly split between male/female
Majority of Facebook fans between 25 – 44 years old

7. Facebook activity

8. Changes since the early days

9. How we do this Close working with services Automated feeds set up
Rota in place within Web Team
Policy/guidance developed
Network of moderators
Links with contact centre/communications
Report monthly statistics

10. The future
Moving from broadcasting to real interaction - financial value, belonging, info/updates
People rate services highly but say councils are remote and impersonal - does social media and networking offer a solution?
Tapping into ‘belonging’ and connecting with people in new ways so they can shape their local areas and services.

11. Have a look for yourself!