how to use social netengage with tenants
TRANSCRIPT
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
Tw: @katehughes or @WolvesHomes