how to use social netengage with tenants

How to use social networking sites to engage with your tenants

NHF Marketing and Communications Conference

10 March 2011

Kate Hughes Wolverhampton Homes

This session...

Context Planning and personality Growing communities Realistic resources Ideas and examples – handout Questions

Way back when…

And now?

Your customers are online (and talking about you).

And about a million others!

People in the UK who access the internet every day

On the up!Source: ONS 2010

WH Customers

Wolverhampton = highest proportion of people with no qualifications in England

Highest unemployment in West Midlands High deprivation At least 10% have access to internet

BUT… 10/10 have mobiles; 7/10 have mobiles

with internet access

Planning

Listen to what is being said first (tools on handout)

Make sure they know where to find you Work out what you want to achieve Work backwards to plan what you need to

do Think about who is going to do it

Personality

What is your organisation’s personality? Corporate/informal? Friendly/dynamic? Fun/serious? Keep it real - authenticity Wolverhampton Homes – friendly, caring,

dedicated to customers, committed to Wolverhampton

Growing a community requires... Time Persistence Humanity Creativity Kindness Humour Listening

It won’t always be easy!

Who’s going to do it?

Interested in social media Already using it personally Strong networks in your organisation Mostly desk or web-based job Willing to work unsocial hours Kind, gracious and committed to your

customers Willing to learn It’s probably…YOU!

Resources

You’re already delivering more for less Start small – and do it well Allocate more resource as community

grows If you do nothing else, bagsy usernames!

My Top Ten Tips

1. Use social media personally

2. Listen first, speak second

3. Be human

4. Be willing to fail

5. Exercise your common sense

6. Respond

7. Go where the people are

8. Learn and share

9. Little is better than nothing; bad is worse than nothing

10. JFDI (Just Flipping Do It)

Any questions?

Kate Hughes

Communications Manager

Wolverhampton Homes

T: 01902 556789

E: kate.hughes@wolverhamptonhomes.org.uk

Tw: @katehughes or @WolvesHomes