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Some Attendee Feedback from the day:

Fantastic venue, really well run event
Well organised event. Interesting discussion. Great venue.
Thought it was great and quite refreshing – very relaxed and I personally gained a lot from it.
It is a great forum to meet peers in other local authorities facing the same challenges as we are. We need work more collaboratively together to make real progress where channel shift is concerned.
Interesting as we were able to select and shape sessions appropriate to our interests.
It was a good event and got me thinking of some ideas, really enjoyed it.

Yet again, a brilliant day of networking and knowledge-sharing with councils North of the Border at an excellent new venue, The Lighthouse in Glasgow City Centre. 55 attendees from 30 public sector organisations got involved and after a frenetic session pitching, the agenda for the day looked like this:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

MULTI CHANNEL STRATEGIES

An excellent session run by Lynley Meyers of Netcall. The journey to multi-channel connects skills, technology and behaviours while maintaining progress and making continuous improvement that needs consistent attention. Lynley asked respondents ‘what planning for digital’ meant to their organisation

Output here

APPS v RESPONSIVE WEB

 

 

Busy session run by Lynsey Beattie and colleagues from Glasgow City Council.

Here are Lynsey’s notes and slidedeck from the session:

We had a large group discussion (very interesting from my point of view).

Main outcomes were:

At least 5 of the authorities have / had an App

– Majority were developed and maintained in house
– Majority agreed the reason for implementing the App originally was due to a ‘push’ by senior management – having an app was fashionable
– Common tasks offered included
* Bulk uplift
* School holiday dates
* Bin uplift dates
– All felt uptake was low but did not do any direct marketing of their Apps

At least 2 authorities have now retracted their app. The main reasons cited were:
– They now has a fully responsive websites and therefore no requirements
– Cost too much to continue to develop / maintain

Advantages of Apps
– Can do things that you may not be able to do on a responsive website due to lack of network coverage
– Push notifications (although it was agreed these can be put in place for the web too)

Further discussion was centred around retaining the use of an app but for purposes that could not be supported by a responsive website.  Top options were:
– Specific campaigns (e.g Social Work – Dementia Awareness, Fostering and Adoption etc)
– Creative / Leisure Services offered by LA (Cycling Routes, Edinburgh use theirs for walking routes)
– Travel and Local News / Public transport Updates

App v Responsive Web slidedeck output

CHANNEL SHIFT SURGERY

A great session to start the day with general discussions on what channel shift means, what people are doing to start their channel shift activities and what resources are available to those starting out on a Channel Shift journey.

Channel Shift for Beginners Output


SILVER BULLET OF CHANNEL SHIFT

John McMahon and the good people at IEG4 have been refining their “Silver bullet” of Channel Shift each time they run  a session at a #channelshiftcamp and get discussion and feedback around what people need/want from the ideal Channel Shift solution. Check out this video for the latest version.

 

 

RE-IMAGINING PUBLIC SERVICES

The Re-Imagining Public Services session from Salesforce goes from strength to strength with 2 groups of attendees “thinking out of the box” with regards to the delivery of Waste & Re-cycling Services with What a Waste! and Bin on Track

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

WEBCHAT
Awaiting Output

END TO END CUSTOMER JOURNEY
Awaiting Output

CUSTOMER INSIGHT

 

 

Steve Meades from Govmetric ran a busy session on Customer Insight, supported by music from Fatboy Slim, which also looked at a number of different tools and methodologies.

Customer Insight Tools and Methodologies outputs

MARKETING CHANNEL SHIFT
Awaiting output

 

USER TRACKING & CUSTOMER JOURNEY

User Tracking & User Centred Design is critical to the Customer Journey when using the web and Jadu understand this well. Matt Culpin of Jadu ran an excellent session looking at this and has created this superb infographic to support the session:

 

 

 

 

 

 

 

 

 

 

 

 

 

THE BRAIN TRANSPLANT
Awaiting Output


MEASURING CHANNEL SHIFT

Nic Streatfeild has been running the Measuring Channel Shift session at the last few #channelshiftcamps and has been revising the output each time he has a different set of attendee inputs. Here is the latest output:

Measuring Channel Shift output


THE  BUSINESS CASE FOR CHANNEL SHIFT

Awaiting output

GAMIFICATION OF CHANNEL SHIFT

This session was run by Nick Umney of Salesforce and was a group discussion to see if Gamification can incentivise Channel Shift and the use of digital channels.

  • What is Gamification?
  • Examples New & Old
  • Missions/QuestsProgress
  • Onboarding
  • Exclusivity Of Access
  • Structured Exchanges/Gifting
  • Status (Point, Badges, Leaderboards, Rewards, Reputations & Importance)
  • Power (Influence, Group Activity)
  • Links to Loyalty schemes
  • Pay to Play v Free to Play
  • Bartle’s Player Type

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Open Discussion:

Great power in online communities, many corporate orgs leveraging, why not Local Gov?
  • Knowledge is power – staff concerned about becoming redundant
  • The Council *must* provide the correct answer i.e no ambiguity
  • Local Government should be serious – simple and transactional
What areas?
  • Acknowledgement that not all areas are suitable – Low v High touch
  • Need to build community
  • Neighbourhood ‘points’