2016-08-17 12.09.00

Millom Really Gets Digital

2016-08-17 12.09.00

Yesterday I spent an extremely enjoyable day with the residents of Millom Court in Timperley as we launched Millom Gets Digital which is the first step in Trafford Housing Trust‘s strategy to bring wifi to its Sheltered Accommodation schemes and promote the wider digital inclusion of its tenants. I was really grateful to be invited into the home of the residents and it was fantastic talking to them about their lives and how technology might enhance them.

It was a great help that the first person I met when I arrived was Dorothy who was bent over her tablet using Facebook. She quickly volunteered that the introduction of wifi to the scheme has been immensely beneficial to her as it means that she can see and talk to her son and grandchildren in the USA on an almost daily basis. There turned out to be around 5 out of the 25 or so residents present who already were using some kind of digital device on a regular basis. This was very pleasing as one of the aims is to get residents to pass on their skills and interests to their neighbours.

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So, Jim Tunstall from THT, Lee Omar from Red Ninja Studios, Louise Rogerson from Intelsant and myself spent some time talking to the residents, telling them stories about the benefits of new technologies, and encouraging them to try out some new tools. Then we discussed people’s hopes and fears about new tech. The first comment from a resident was that she felt strongly that people should stop staring at their devices and talk to each other. We countered that argument by pointing out that the majority of new technology use is indeed about communication, and that it gives people the opportunity to talk to anybody, anywhere in the world. This point was backed up by Dorothy’s experience of talking to her family across the Atlantic.

We carried on talking, experimenting, and playing, over lunch. Gradually some of the more reluctant members of the group started to soften their attitudes and little victories were being won all over the room.

As we reconvened after lunch and further discussed some of the issues raised it became apparent that there were a small number of committed technology users who were very pleased that the wifi had been installed and extremely keen that it should stay. It is currently free to use on a trial basis and THT are looking for some evidence of the direct benefits it brings to people’s lives before deciding (a) whether to retain it at Millom Court, and (b) whether to roll it out to other schemes.  This should provide a further incentive for the committed residents to act as digital champions for their neighbours, as wider use is necessary in order to collect the proof.

Today was further proof for my beliefs about the effective routes to digital inclusion, namely;

  • begin with the power of communication and fun uses of the internet. Getting to grips with these will develop digital fluency and allow beneficiaries to tackle utilitarian uses at a later date;
  • nobody who doesn’t work in a office has any use for a desktop PC, and not many need a laptop. Touchscreen devices are the most effective gateway to the internet for novice users;
  • you will never convert every member of a group on day one, and it is futile to try. Start with those who already have some interest and get them to cascade that interest to their neighbours. Eventually, even the most reluctant will realise they are missing out on what everybody around them is benefitting from;
  • internet use is one of the most effective means of keeping older people’s minds active. It should be available on prescription.
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Millom Gets Digital

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Next Wednesday (17th August) I’ll be with Trafford Housing Trust launching a new Digital Inclusion Project at their Millom Court Sheltered Complex. Also involved with the project are Lee Omar of Red Ninja Studios, and Louise Rogerson of Intelesant.

Wifi has been installed at Millom Court, and on Wednesday we’ll be starting the process of firing up the residents to want to use it to bring them closer to their friends and relatives, re-kindle their memories, make their lives easier, and improve their health and wellbeing.

I am really excited to be involved in this project, and I hope it is the first of many on this kind of model. If you are going to be anywhere near Timperley on Wednesday, I’ll see you there.

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Why Senior Leaders Can’t Afford to Ignore Social Media

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I’ve been thinking a lot recently about management and leadership and social media. And I’m thinking about this in the context of the world I inhabit most of the time, that of the public and voluntary sectors. I know a number of senior managers and leaders who are great on social media, but I also know a lot of people who are still complaining that their access to social media and other useful tools is restricted in the workplace. More than 10 years after social media use first became widespread, there are still a large number of organisations either not taking it seriously or blocking it.

This is a really important issue in today’s networked world. Social media and other new technologies have changed the world of work for most people. They have caused organisations to work in more open and collaborative ways, they have flattened hierarchies, and they have allowed like-minded individuals to find and connect with each other to pursue common goals. But, there are still organisations who are oblivious to these changes, or who are actively resisting them. This is bad for their organisations for a number of reasons:

  • People are using digital tools in their private lives and they expect similar experiences when they go to work;
  • Organisations not using modern tools risk being outflanked by those that are;
  • Deploying social media and modern digital tools makes work more interesting and fulfilling, meaning staff are more likely to stay with the organisation, be committed to its vision, and produce better work.

So, what does this mean for senior managers and leaders? Well, surely that point about flattened hierarchies is some kind of threat isn’t it? Maybe not, considering that organisations are indeed changing. The fact that social media in particular allows leaders to tap into knowledge, expertise, and enthusiasm wherever it exists in the organisation has to be an opportunity.

And it is certainly true now (possibly more than ever before), that leadership and status are not necessarily correlated. What social media has definitely done is to highlight where the thinkers, the innovators and the change makers are in organisations and make them visible to the outside world. These kinds of people are not always at senior positions in the hierarchy.  There have been far too many examples where such people have been frustrated that their ideas have not been taken up, and they have subsequently left the organisation, in many cases to establish their own startup companies. One of the key challenges for leaders in the second decade of the 21st Century is to provide opportunities for all staff to contribute to the mission, feel valued, and understand that they have opportunities to progress. Even organisations which ban staff access to social media need to be aware that this is not a foolproof strategy for suppressing criticism, as staff are quite capable of communicating via their smartphones, or in their own time outside work. It is thus far better to offer opportunities for people to make their contributions as part of their work rather than outside it.

I maintain, therefore, that we are no longer in a world where status automatically begats respect as a leader. That respect has to be earned. If you are in a senior position in a large organisation, how do people who work in it, who may never meet you, or do so rarely, get to know you, and work out whether you are deserving in their trust as a leader? We all know that “management by walking about” is a good strategy, but, when the organisation is above a certain size, that may not be practical. This is where social media is your friend. Developing a good social media profile can bring you closer to your staff, as well as enabling you to make those contacts which tap into knowledge and expertise which doesn’t reach you through the usual channels which exist in hierarchies. If you want an example of how this can work, have a look at the public profile of someone like Sir Richard Branson who has been extraordinarily successful in a range of different business spheres, but has managed to maintain his “nice guy” image. Branson is a living embodiment of the power of public relations, and it pays to be aware that good relations internally within an organisation are at least as important as those with external bodies and individuals.

The openness afforded by social media has transformed what it means to be a leader in the modern workplace. But, if you are not already active on social media platforms it can feel like a scary place to venture in to. Because there is no deference on social media. If you are starting from scratch, you have zero followers, and people used to being listened to by virtue of their status in the hierarchy can feel this is like starting out all over again. But the things to remember about social media are:

  • It is a slow burner, and you need to build profile and reputation over time;
  • You can use it to connect with peers in other organisations who have already been there and done it;
  • Unless you are a celebrity, a politician, or someone who deliberate courts controversy and offence, social media tends to be a friendly place, full of helpful people (that’s certainly been my experience over the last 10 years).

A high profile on social media is an essential part of any manager’s toolkit in the current climate. If I can help you on develop your practice in this area, please get in touch

Social Work is Human Rights #SWisHumanRights – building social movements from events

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On Friday 15th July I had the great pleasure of being part of the Association of Directors of Adult Social Services (ADASS) Yorkshire & Humber Conference at York Racecourse. The theme of the event was “Social Work is Human Rights”

My role was to work with the organisers to help get the messages out of the room via live-streaming, tweeting and capturing voices via vox pop videos and filming the presentations. It was an inspirational day, and what really helped was that the presenters told some really powerful stories. Andrea Sutcliffe of the Quality Care Commission illustrated her presentation with the story of her brother’s suicide; we heard powerfully from Gavin Harding about how the NHS is now putting into practice the idea that, to take people with learning disabilities seriously (his words), organisations need to employ them. And we also heard the heart-wrenching story from Mark Neary  about how his son, Steven, was taken to an Assessment and Treatment Unit for one night, and didn’t come home for 350 days, and then, only after a very hard fight from his dad.

All these were very powerful, inspirational stories, which clearly moved people and made them think. But the other thing about the event is that the impact has carried on afterwards, and continues, due to the social media and video content produced. Elaine James has produced and distributed an excellent storify of the event which has been instrumental in carrying on the debate.

As you probably know, I think stories are the most effective means of getting messages to stay with people. Social Work is Human Rights was full of great stories, but their impact will live on and gather momentum due to the social media and video which is circulating on the web.

It seems to me that what we are doing with this kind of approach is to seed, stimulate, and / or launch social movements off the back of events.  If you’d like me to help you do something similar around your event, please get in touch.

Here’s the overview video of the event

And here are the views of some of the presenters and delegates

Still think that TV and radio are not being changed by social media?

I still have conversations with people who think that traditional media such as TV and radio are not being disrupted by social media. My contention is that, increasingly, and particularly in the case of radio, people are consuming media via apps on mobile devices, and that this means that they see TV and radio as one of many apps.

And here is a little illustration. Earlier today, the BBC cricket correspondent, Jonathan Agnew, was surprised to find that, as he attempted to hand over to a report on the Lancashire v. Durham County Championship match, he was interrupted by colleague Simon Mann, to be told that there had been a change of plan, and that there was now to be a feature celebrating “Aggers'” 300th Test Match as a commentator, and 25 years as Cricket Correspondent. As the clips of his commentating highlights faded out, Sir Michael Parkinson then took to the airwaves to begin an interview with him.

What made this different was that, anyone who had “liked” BBC Test Match Special’s Facebook Page would have been let into the secret before Aggers, as Sir Michael’s entry into the Engineering Room was being live streamed via Facebook Live with a commentary by a member of the team. So, while radio listeners were hearing Aggers carrying on on air, oblivious, Facebook users knew he was about to be knocked out of his stride.

What this means to me is that “broadcasting” is no longer linear. While the backroom scenes being streamed via Facebook were not officially part of the programme, they were a vital piece of information about what came next. And, as the Facebook Live camera moved into the actual commentary box, there was then a choice for anyone with a smart mobile device, either to continue just listening to the interview, or to switch to Facebook and see the interview with pictures. Thus the programme was available, on mobile devices, either via the BBC iPlayer Radio app (or others such as Tunein), or via Facebook. It’s a question of switching apps.

I know it’s a long way off, but we are heading closer to the day when mainstream broadcasting is simply one of many apps to chose from.

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Capturing Older People’s Technology Stories – Jenny’s Story

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This is another in my series of interviews with older people on how they use technology. I am very grateful to Baeti Mothobi of Orbit Housing Group‘s Social Reporting Team for capturing this story for me. This is part of work commissioned by the Centre for Ageing Better.

Jenny’s tech story:

  • Jenny has been aware of the need to keep up with developments with computers, so did did some courses, and, eventually, bought a laptop, which she now uses all the time;
  • She never feels lonely, but that could be because she uses her laptop to communicate every evening;
  • She knows if she ever wants to find anything she can use Google;
  • The internet helps her hobbies. Jenny sings in a choir, and she can now learn the songs by accessing the music online;
  • Jenny is currently struggling to master her Internet Service Provider’s chat facility;
  • She learned about computers initially from the 5 year-olds at the school where she taught. They taught her not to be frightened, “it’s only a machine”;
  • Jenny researches places she might like to go on holiday online. She sees images of them which make her excited, so she can then plan her holiday;
  • She also finds booking holidays and flights quite straightforward.

 

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Capturing Older People’s Technology Stories – Barbara’s Story

 

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Another in my series of interviews with older people on how they use new technologies. This is a piece of work commissioned by the Centre for Ageing Better. I’d like to thank Barbara’s daughter, Bridget Aherne, for arranging this interview.

Some of the things Barbara told me:

  • Barbara is still working; for an NHS GP;
  • She was sent on a computer course by her employer and gained an ECDL (European Computer Driving Licence) Certificate;
  • Barbara has had a mobile phone since the 1990s when her daughters insisted she get one for her personal safety;
  • She teaches dancing and is now using music on her phone for this purpose rather than CDs;
  • Barbara communicates online with people in the USA, Canada, Australia, and Ireland;
  • She believes emails are much easier and cheaper than letters;
  • Barbara is part of the UK Irish community and keeps in touch online with many different groups;
  • She is contributing to a blog about the Irish experience of the First World War;
  • She is often frustrated by the computers she uses at work, they freeze often;
  • Barbara has frequently to help patients at the surgery where she works to use the self-checkin system;
  • She loves sharing family photos online using One Drive and Dropbox;
  • Barbara is concerned that her technophobic husband will lose out when Radio Eireann ceases broadcasting on Long Wave;
  • She loves internet banking as she can see exactly where her money is going, and she does online banking for some of the groups she is involved with;
  • Barbara does some of her shopping online;
  • She uses the internet to keep an eye on events in her husband’s home town in Ireland.

The EU Referendum – proof of the power of storytelling

I’m banging on about storytelling again. Because I believe a momentous decision has just been made because slightly over half of the UK adult population believed a story. That story might be true. It might not. I very much doubt that all of it is true. Much of it might have its roots in truth. But….

You see, the Leave Campaign bus had a slogan on the side which said “We send £350m a week to the EU: Let’s spend that money on the NHS”. Nigel Farage made a speech in front of a poster saying “Let’s spend money on the NHS; not Brussels”. This morning he has said that nobody promised the EU money would be spent on the NHS. You see, not all stories are true. But some of them are powerful enough to make people believe in them.

I watched a TV programme recently about the guy who debunked Yuri Geller and several evangelical Faith Healers. Even though their methods were publicly shown to be fake, after a brief glitch in their popularity, most went on to resume their careers. People wanted to believe that what they were doing was real more than they wanted to believe the facts. The story won out over the reality.

So, in the face of myths, we have to tell the real story and we have to get people to want to believe the reality more than they want to believe the myth. People believe that all social housing tenants are cheating scroungers because of “Benefits Street” and the like. They believe that having any kind of ambition in life is setting yourself up for a fall because that is a recurring motif in TV Soap Operas.

So, some of the stories we have to tell, in ways that that engage people, are:

  • Social housing is necessary for social cohesion and a balanced society;
  • Some people need benefits because they can’t work either permanently or temporarily;
  • Collective community actions can improve people’s lives;
  • Some people can and should be able to improve their own health and wellbeing if given support and access to resources;
  • WIthout immigration our economy would collapse;
  • Ethnic and social diversity is a social good and enhances all of our lives
  • Older age is not “God’s Waiting Room”.

And those of us who believe in these ideas, or work in organisations whose existence depends on them, need to tell these stories ourselves. All the evidence suggests that no one else is going to do it for us.

I am passionate about the power of Digital Storytelling and I want to help all organisations and individuals to gain the skills and capabilities to tell their own stories to the world. If you share this objective, and just need a little help getting there, please get in touch.

Capturing Older People’s Technology Stories – Teresa’s Story

Here’s another of my series of stories of how older people are using new technologies, for the Centre for Ageing Better. I captured this one unexpectedly at an event where I hadn’t taken my usual video kit with me, so it was done on my phone with no additional equipment. Sorry, therefore, for the background noise.

  • Teresa was persuaded to get first a smartphone, then an iPad by her grandsons who wanted to keep in touch with her. Her grandsons taught her how to use both of them;
  • She particularly loves keeping in touch using Skype, FaceTime, Facebook and Messenger;
  • The real value of how she uses her iPad is that she can keep in touch with family members all over the world;
  • Teresa believes that you cannot tell how someone is feeling on the telephone, but, by using Skype or FaceTime you can see people’s faces and get an insight into their feelings;
  • Teresa says she would now be lost without her iPad;
  • She spends a considerable time messaging with a good friend every evening;
  • Teresa’s next plan is to buy a wireless printer so she can print from her iPad;
  • The best thing about having access to new technologies is having face-to-face contact with her dispersed family;
  • Teresa says “As long as you’ve got wifi you can do it”.

Why You Should Use Digital to Tell Stories

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It’s about 3 years now since I first started calling myself a Digital Storyteller. I was far from the first to do so, but I’ve come across very few people who work largely in the non-profit sectors who do so. Most of the others who have adopted the title have been journalists or marketeers. My own evolution came about through a gradual realisation that the people I was training in using social media in the public and voluntary sectors were often failing to put their new skills into practice mainly because they thought they didn’t have a story to tell. So, I shifted my emphasis away from the physical mastery of the tools and towards helping people to find the stories they were going to use those tools to tell.

The non-profit sectors are still not taking full advantage, however, of the opportunities digital tools now give us to tell our stories. If you look at how the big brands do it, it is clear that they have always told stories, whether it be via TV advertising or otherwise, about why they should be part of your lives. It’s how good marketing works. And consider politicians. Their key aim is to tell a story about how they see everyone’s future, and to get voters to buy into that story enough to want to vote for them.

The past six years have been a struggle for many non-profit organisations, with Government-led austerity meaning that funding has been declining while, often, workloads have been expanding. But the cuts have not fallen evenly across the board, with some sectors being protected, and others even being successful in getting planned cuts reversed. This is because these sectors and organisations have greater public support. Like the brands, the public buys into their stories. On the other hand, the mainstream media has often been cheerleading moves to downgrade and cut funding to some sectors, by producing reality TV programmes which degrade and stereotype the people they support. Thus programmes such as “Benefits Street”, “Skint”, and “On Benefits and Proud” all contribute to the story in the public’s mind that certain groups are undeserving of public support and thus taxpayers’ money shouldn’t be spent on services that cater for them. Another case in point is how the EU Referendum debate has been dominated by issue of immigration. This has become the story to the exclusion of most of the remainder of the multitude of issues which the EU deals with.

But the fact is that, when the people actually understand what non-profit services do, their support for it increases. I often point to the case of Dave Throup, the Environment Agency Officer, who gathered a cult following on social media, at the same time that the Agency he worked for was getting a kicking in the media for failing to save the country from floods. This occurred because Dave was telling the story of the great work he was doing on the front line by tweeting about it. It is much easier to love passionate individuals, working hard to help people, than it is to embrace faceless, corporate entities like the Environment Agency. This is why it is so important for non-profit organisations (by which I mean public, voluntary and social enterprise organisations) to tell their stories. And there are three stories we should all be telling:

  • Our personal stories: who we are, what we do, and (crucially) why we do what we do;
  • Our organisational stories: the history of the organisation, its role in society, how it does what it does; and
  • Our client stories: how what we do makes people’s lives better.

All of these insights into what organisations do can be vital in contributing to public perceptions of what we do. But perhaps the most important is the latter element. It is obviously in an individual’s interest to promote what they do, and in that of an organisation to present the best possible image. But, as the best brands have discovered, customer testimonials are the most powerful stories as they don’t have vested interests in being positive about the goods and services they receive. Client stories, therefore, need to be front and central of any digital storytelling strategy.

Social media has become central to millions of people’s lives. This trend shows no signs of abating, in fact, as demographics previously resistant to it recognise its value, it is reaching into new areas of society all the time. And people using social media are increasingly getting the majority of their news and information online. The big brands are all there competing for attention, and telling their stories to the world. But still, far too many non-profit organisations are leaving the field clear for mainstream media organisations and politicians to tell negative stories about what they do. Can you afford to let this situation continue? I think not.

If you would like me to help you with your organisation’s Digital Storytelling strategy, please get in touch.