Learning to Listen 6 Consulting
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The document discusses the significance of social media in understanding community concerns and enhancing public service delivery, emphasizing the importance of active listening to online conversations. It highlights how organizations, particularly the Greater Manchester Police, utilize social media to monitor public sentiment, identify community issues, and inform policing priorities. The document outlines methods for measuring community confidence and analyzing data to improve service response and crime prevention strategies.
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Learning to Listen 6 Consulting
- 1. Learning to Listen 23rd June, 2009
- 2. What is Social Media? The Top 10 Reasons why you should Listen Solution Insight Reporting and Measurement Questions 2 2
- 3. What is Social Media? Anywhere where conversations happen online 180 Million Blogs Video Sharing Sites Flikr Forums Mainstream News MicroMedia 3 3
- 5. Concerning Services Company Staff Show responsiveness Problem-solvers Draw out others with similar concern Generate positive posts
- 6. Recent awards Community raving about their experience Old school references or testimonials Use social bookmarking to reference Demonstrate community confidence 6 6
- 7. Anticipation Expectation Misinformation Rumor Small but common themes 7 7
- 8. People shout out what they are doing Ask the general public for advice Opportunity to reach out with an offer of assistance 8 8
- 9. Pick out campaign messages Measure spike in conversation Understand sentiment Press release influencers 9 9
- 10. Early warning system News breaks first in Social Media Address issues before they go mainstream Locate the people breaking news Observe new words popping more frequently about your council 10 10
- 11. Track your issues in Neighboring Boroughs Alerted when other councils are spoken about Dissatisfied with another councils pilot initiative or service Advocates by issue Issues of strategic importance Anticipate potential future moves 11 11
- 12. Huge crowds for around Topics Earned in discussion threads Thinking towards a certain topic Who the players Need to monitor topics ongoing Topics viral nature Participate in the crowd discussion 12 12
- 13. Carry weight Spread an opinion forming sentiment Links to their posts on a topic Levels of engagement Google search results Nurture advocates Understand negative view 13 13
- 14. Social profiling Chosen platform Database CRM integration Community becomes savvy to social technology 14 14
- 15. 15 15
- 16. Insight Reporting & Measurement 16 16
- 17. NPS Sentiment Departmental relevance Data by Issue Spread by Media Type Influencers 17 17
- 18. Thank you for Listening! Any Questions? @6 C o n s u lt i ng @P a u l _ _ T a y l or 18 18
- 19. Case Study Greater Manchester Police 19 19
- 20. Why was Social Media Important? Remove (Confidence measure)on forces other than on confidence PSA 23 all top-down targets Re-designing businesses process Ensuring a greater focuspublic in new ways on service Communicate with the Training of officers Managing your communities about your Call handling Updating police station front desks and successes What are they talking about? Understanding Community Crime Prevention G20 Rhys Jones Murder Crime Detection 20 20
- 21. Great Manchester Police Force Vision Social Media Monitoring Respect, reassure and respond to local communities Understanding the issues affecting local communities can be better understood by monitoring conversations that happen within the social sphere about local issues by local people. A force which listens and learns Being the first UK police force to actively listen to conversations of relevance within the social sphere and using this data to shape local policing priorities Bring criminals to justice By using data within the social sphere as part of the investigative process.
- 22. 6Consulting Vision How Provide a statistically robust measurement of Confidence in Using Radian6 map all conversations of Local Services in accordance with PSA 23 relevance. Classify by the five degrees of sentiment. Group into three top level groups (promoters, passives, detractors) calculate confidence metrics. Map confidence score against patterns of crime. Identify top 10 issues affecting local community by BCU area Map all conversations of relevance. Classify by BCU area. Group by conversation type. Group by area affected (gun, car or other crime). Analyse for trends. Build a robust data framework and reporting system for long Bespoke build data framework specific to term policing objectives policing issues. Bespoke build Metrix6 reporting interface.
- 23. Conversation mapping & Data Segmentation
- 24. Output Reporting to presented via a bespoke built Metrix6 dashboard Segmented by BCU Segmented by AOR Confidence scoring for BCU Influencer map by AOR Drill down capability into conversations
- 25. What are your community talking about? Anti Social? Violent Crime? Alcohol Related? Drug Related? 25 25