Building Online Communities - Master class Tom Gaskin, Service - - PowerPoint PPT Presentation

Building Online Communities - Master class

Tom Gaskin, Service Improvement Manager Tracey Kember, Orbit South resident

Workshop outline

• Quiz – featuring findings from Orbit’s own digital research
• Orbit 2020 vision & our plans for transforming into a Social

Digital Business

• Experiences of using social media to engage customers –

including residents’ perspective

• Discussion

Ground rules

• No question is a stupid question!
• We’re not experts, but we’ll try to help (and so can you!)
• Share your thoughts and experiences
• Keep your phone on and tweet! @tomgaskinorbit @orbitgroup

@CIH_events #CIHeastern2013

Access all areas Digital inclusion for Orbit customers

• Research into customers’ use
• f the internet and social

media

• Explored what customers

might want from us in the future

• 1,782 customers engaged
• Variety of research methods

used

True

• r

False

Q1

83% of British households have internet access

True

True

• r

False ?

Q2

55% of Orbit tenants have access to the internet

False

True

• r

False ?

Q3

The most popular method of accessing the internet among Orbit customers is via laptop/PC

True

True

• r

False ?

Q4

75% of adults use a mobile phone or portable computer to access the internet 'on the go'

False

True

• r

False ?

Q5

30% of Orbit customers use a mobile phone or smart phone to access the internet

True

True

• r

False ?

Q6

50% of Orbit customers use Facebook

False

True

• r

False ?

Q7

13% of Orbit customers use Google+

True

True

• r

False ?

Q8

30% of Orbit customers use Twitter

False

True

• r

False ?

Q9

15% of Orbit customers are aware of Pinterest

False

True

• r

False ?

Q10

55% of Orbit customers felt it was important that we provided more

• nline services

False

True

• r

False ?

References

• ONS (2013) Internet Access Quarterly Update, Q2 2013. [online]

Office for National Statistics. Available at: http://www.ons.gov.uk/ons/dcp171778_323333.pdf [Accessed 3 November 2013]

• ONS (2013) Internet Access - Households and Individuals, 2013.

[online] Office for National Statistics. Available at: http://www.ons.gov.uk/ons/dcp171778_322713.pdf [Accessed 3 November 2013]

• Orbit Group Ltd (2013) Access all areas Digital Inclusion for Orbit
• Customers. [online] Available at:

http://www.orbit.org.uk/mediaFiles/downloads/73325894/Access_ all_areas_Digital_inclusion_for_Orbit_customers.pdf

• Kantar UK (2013) British use of social media sites. [online]

Available at: http://uk.kantar.com/tech/social/british-use-of- social-media-sites-2013/ [Accessed 3 November 2013]

Orbit 2020 vision

Building Communities - by working to improve the social, economic and environmental prospects of people and communities

3 key themes

Housing Choice

• Our new ambition is to provide 12,000 new homes by 2020

Community Investment

• Deliver 10,000 training/employment places
• Invest £30m in our communities
• Advise 20,000 households on energy usage

Customer Offer

• Deliver 90% customer satisfaction
• Achieve 75% of our customers accessing services online

Transforming into a Social Digital Business

• We use collaboration and social technologies to

improve the prospects of people and communities

• Tools and technology only part of the solution
• Purpose and meaning will make everything we

do rooted in something greater

• Collaboration and engagement will be how we

get things done

• Our culture and structure will be the glue that

makes it all happen

Our digital pledge