This week I've been at the Communications Directors Forum presenting two workshops on personal branding. The sessions were quite interactive with lots of discussions and activities. These are the slides I used.
Sunday, 13 October 2013
Sunday, 29 September 2013
Survey: give us your views on the 2 proposed versions of the Driving Record screenshot: https://t.co/gpOtcbF2Tc pic.twitter.com/XTIlkj35xjI went to the Capita Channel Shift in the Public Sector conference this week to learn from the best and the brightest who are doing cool stuff with digital. Throughout the conference, the theme that emerged was the importance of user experience feedback.
— DVLA (@DVLAgovuk) September 26, 2013
One of the presentations was from Rohan Gye of the DVLA. Rohan shared the one of the great success stories of channel shift: buying road tax online. Anyone who has done it knows it's about a million times easier and quicker than having to go and queue up in a busy Post Office on your lunch break.
He also spoke about how the DVLA have tested user experience and the value they put on that.
At the moment the DVLA are improving how driver records are displayed and have used their Twitter account to put out two alternative options and have asked their followers for feedback (see the pic above).
This is just one of the ways that the DVLA is seeking feedback from its users, but I love their openness to hearing people's preferences and their desire to have a genuine dialogue about how their service can be improved.
Using Twitter is also much quicker for users than emailing a response and even more so than attending a focus group, so it gives people who haven't got much time the opportunity to have their say too.
As well as using Twitter, the DVLA blogs about its digital improvements too, so that people can better understand why changes have been made and feedback what they think.
Using social media is a great way to give Britain's 40 million drivers a voice on the services they receive and means the DVLA is able to understand what people really want, and is a great example of the win-win that channel shift offers.
Sunday, 11 August 2013
Later this month I will have been on Twitter for five years. When I signed up to it, purely with the intent of reserving my name, I never would have guessed the positive impact it would have on my life.
The biggest impact has been on my career. I've been lucky to have learnt and continue to learn from the many brilliant, intelligent people who share useful content on it every day. I've recruited staff through it and been recruited myself from the connections I've made. It has helped me introduce social media to three housing organisations and it gave me the confidence to set up this blog and share what I've learned. It's allowed me to speak at conferences and seminars and I've developed a deep love for social media in general.
On a personal level, I've made some wonderful friends. Some of whom I see regularly offline, some of whom I've never met but still feel a close bond to from thousands of conversations over the years.
Twitter itself has changed over that time. Now it feels more commercial and less intimate than the heady days of 2008 and in some ways, I miss feeling like I knew everyone on it personally. I don't remember ever hearing about trolls and, in fact, I remember being amazed at how kind and generous people were on it. If you needed to borrow something, generally you could find someone who'd lend it to you.
Now Twitter is bigger than ever, what's it has lost in intimacy has been made up for in the ease of connecting with millions of people and organisations. It has become an eco-system in its own right, breaking news stories, narrating scandals and becoming the go-to social network whenever you want to find something out.
Thank you, Twitter, for an amazing five years; you are still the first thing I check in the morning.