Friendships not Transactions

I need to get this off my chest.

I couldn’t possibly count the number of times people have given me the excuse for not pursuing digital transformation that recipients of services would miss the personal touch. Indeed I am repeatedly told that, for many the regular interaction with their care worker / housing officer / other professional is their only human contact.

I have 2 responses to this argument.

The first is, why are we not making more use of technology to reduce isolation and increase human contact? First priority in this for me is to assist people to use social networking to make new friends who they can subsequently meet in person. Second priority is to connect people together online, whether it be via social media sites, or via video conferencing.

My second response is this. What has our society come to if the only personal contact people have is with those who are paid to deliver a service to them? This is not right and it should not be used as an excuse for holding back progress. I refer you back to my first response for how we should be dealing with this. Let’s help people make and maintain real friendships, not rely on perfunctory transactions for a semblance of human warmth.

Here’s Paro the robot seal which has proven really good at connecting with older people.

Tales from Notwestminster

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Friday and Saturday saw two days of “Democracy Geeks” getting together in the town where I live, Huddersfield. This is the third year that Notwestminster has happened and the event just goes from strength-to-strength.

Technically, Friday and Saturday were separate events, with Friday being the Democracy Experiments Day, and Saturday being the main event. But there were enough people present at both days to make it feel that they were completely connected, and a Pechakucha evening on the Friday night, also brought some other new voices into the picture.

Friday

So, on Friday, we split into groups to work on particular challenges. I joined the group led by Helen Cammack which was looking at how local authorities could work with community groups as a conduit to public involvement and consultation. After some discussion, we agreed that it would make sense to use Helen’s interests.me platform combined with Kathryn Corrick‘s Represent to develop an online consultation mechanism via which community groups could collectively input to council policy. Helen and Kathryn went away to work on this, while the rest of the group worked on our complementary idea, which was to put together a video news bulletin on forthcoming council business which could be shown at community group meetings.

The idea was to to create a user-friendly package, summarising the business the council was due to deal with in the next month which groups could then discuss and respond to. Thanks to Spencer Wilson who joined the group briefly to help us identify where we could find guides to up-coming business from Kirklees Council.

The video we came with up is below. This is a kind of proof-of-concept. It’s a bit rough and ready, but, I think a fairly good effort given that we basically did it all, including choosing the topics, writing scripts for the section, filming it, and doing a basic edit in half an hour. I finished editing it on Saturday. I’d be really interested in feedback on this concept. I firmly believe that reports and papers are not the way to communicate council business to the public, and I think this idea has merit. What do you think?

And here is the prototype consultation tool that Karen and Helen came up with https://app.represent.me/collections/4680/kcorrick/34/what-do-you-think-about-social-care/questions/3248/what-does-social-care-mean-most-to-you/ I think we’ve got something here.

After a brief break during which I walked the dogs, Friday evening saw a democracy-themed Pechakucha evening. There were some very inspiring talks, and a number of people who had never done a talk before in that format did a great job in grappling with it.  During the evening I launched the Civic Story Factory. More of that later.

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Saturday

We reassembled on Saturday morning, with a fair number of new people. The day kicked off with some Lightning Talks, and I was particularly pleased to see the in-coming Chief Executive of Kirklees Council (she started the job two days later), Jacqui Gedman delivering the first talk, and thus endorsing the Notwestminster approach.

Most of my focus on the Saturday was on the workshop I was running “Introducing the Civic Story Factory”, which launched my new social enterprise dedicated to unlocking the stories of great work done in the non-profit and public sectors. You can find notes of the session (largely compiled by the wonderful Louisa Thomson) here. I passionately believe that we need to tell the stories of what goes into delivering great public services to counter the negative propaganda put out by the mainstream media. The Civic Story Factory will help people to tell their stories and tell some of the best stories itself. Find out more about it here.

We had a great discussion in the Workshop and the actions we committed ourselves to were:

  • Further developing the concept of video summaries of up-coming council business as piloted in Friday’s session
  • Encouraging and facilitating the production of decision-summary videos following council meetings
  • Documenting the benefits to the village of Bradwell Parish Council‘s support for the village’s Annual Carnival.

If you’d like to work with us on making any of this happen, please get in touch.

Notwestminster 2017 was a great couple of days. Keep an eye on the site to see how the other experiments are progressing, and, if you haven’t made it to a Notwestminster event yet, don’t miss out on the next one!

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Thanks to @LDBytes (particularly Diane) for some of the images used in this post

Digital Inclusion – it’s about confidence and capacity; not training

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I’m just back from two great days in East Suffolk delivering digital inclusion sessions in Lowestoft and Felixstowe. These sessions were a pilot for East Suffolk Councils to find out what works before they roll out a wider digital inclusion programme for residents in the districts. I met some lovely people, and, as always I was learning perhaps as much as they were.

As you probably know now, I have a particular approach to digital inclusion which is based on the following principles:

  • Go to where people are, don’t wait for them to come to you;
  • Reasons for using the internet are different. Some can be harder to find than others;
  • No one voluntarily begins using the internet because they want to access Government services;
  • Most people use the internet for fun. The newcomer’s introduction should also be fun;
  • Show people what others do with the internet. They might want to join in;
  • Demonstrate that internet use is a part of “normal”, everyday life.

One thing of particular note which came out of this for me was that a number of people present at the sessions reported that they had had their introduction to new technologies soured by classroom training approaches that tried to teach them content irrelevant to their lives at a pace that left them behind. They found this experience intimidating, confusing, and boring. And it had taken them some time to re-find their interest. The feedback I had from my sessions suggested that they had now turned that corner and were on the road to making digital part of their lives. I think all of us who believe that digital inclusion is vital to people’s health and wellbeing need to raise our voices against all the wasted resources that go into classroom approaches. I am seeing increasing evidence not only that they don’t work, but that they are actually counter-productive.

My time in Suffolk further confirmed to me that the individual nature of each person’s reasons for digital exclusion means that individualised approaches are necessary, and that these approaches need to be patient and long-term. There is no quick fix. We have to remember that digital inclusion work of one kind or another has been going on for 15 years or more. Those who are still not on board are the most resistant, and probably have the most complex issues around why they are not online. These factors have to be unpacked and addressed, sometimes one-at-a-time. And one of the key components of this approach is that people have to be encouraged to love digital enough to want to keep at it, using digital devices and getting fluent with them. I have seen that it is very easy for people to slip back into exclusion if they don’t keep practicing. And they won’t keep practicing if they don’t like what they are doing.

Some of the other interesting issues which emerged from these sessions included:

  • the lady who refused to believe that the product we found on eBay was genuine because it was less than half the price she was used to paying for it in the shops. I think she was eventually convinced by my efforts to show her how to use buyers’ feedback to check whether the seller had a history of offering genuine products (they had almost 99% positive feedback). It is apparent that people who don’t use the internet don’t have a clue about how much money they could be saving if they researched products online;
  • numerous participants who had been subject to scam telephone calls claiming to be from Microsoft or “Windows” and offering to solve computing problems. One participant had actually gone through with the process, but fortunately his daughter had intervened and cancelled his debit card and wiped his laptop before he could lose any money. But even those who had not succumbed said things like “they were so convincing”, “what he said rang true because I had just been given a new computer”, and “but how did he get my number?”. There is a shocking lack of knowledge among digitally excluded people about how randomised computerised systems work. They don’t realise that it is perfectly possible for them to be chosen at complete random by a system that dials millions of numbers a day. They think there has to be a reason why they were chosen for the call. And they don’t understand that a stranger on the end of a phone line cannot possibly have any idea of the state of their computer;
  • quite a few of the participants didn’t have any close relatives alive. This meant that they hadn’t felt the need to learn to use the internet to communicate, they didn’t have family to show them the ropes, and they didn’t have anyone putting pressure on them to join in online conversations;
  • One of the characteristics that many digitally excluded seem to share is a lack of curiosity about life. This is a real barrier to overcome. It means both that they don’t welcome opportunities to learn new things, like how to use the internet, and it is hard to get them excited about the potential for access to the online world to open up new vistas and opportunities for them;
  • The pressures to use online services are getting to the point where some can no longer resist. This was certainly a factor for a number of participants. The trick, from my point of view, is to prevent these pressures from making internet use seem a chore, rather than a pleasure.

All these issues means that we have to stop trying to push people through systems designed around numbers of outputs, listen to their needs, wants and fears, and address them patiently and sympathetically.

Please get in touch if I can help you work with your clients to address similar issues

The Christmas Advert for Social Good?

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It’s that time of year again when the retailers are releasing their Christmas adverts, their intention being to tug at your heartstrings to persuade you to spend your hard-earned money with them rather than their rivals. And, for the last few years at least, they’ve been crafting them in ways designed to ensure that lots of people want to share them via social media.

All this effort, all this time, all this money put into making us want to buy things. Wouldn’t it be great if similar resources could be put into persuading people to be kind to each other, to help those in need, and to build a better society. Could you do it. Could you tell your story, the story of the good work you do, and of how you are making lives better, in the style of a Christmas advert? Go on, have a go!

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.

PS.

Sorry about the creepy video

 

Love, Care and Happiness: Telling The Story of Great Social Care

2016-09-20-13-45-21As you may know I’ve been doing some work with Calderdale Council‘s Adult Social Care service to tell the story of how Social Care is being delivered in the district in very trying times.

There can be no denying that Social Care is suffering due to the twin pressures of budget tightening and increasing demand. In many areas this is resulting in collapse of services which are buckling under the pressure. And yet, wherever I go in Calderdale, people keep telling me that things are different, that difficulties are being overcome, and that good quality social care is being made to work. As far as I can tell, this is being achieved by a combination of imaginative and flexible commissioning by the Council and managers and staff of providers who are prepared to go the extra mile. And, in the main, they do this because they care. A good friend of mine, Mike Chitty, once said to me “people can’t be paid to care”. I think he is absolutely right, but it is also true, in some cases, at least, that caring professions attract caring people, i.e. people with heightened degrees of empathy and a mission to help their fellow humans. Could it be that there are more of these kinds of people in Calderdale than elsewhere? I suggest this is unlikely, but from my experience, they do seem to be harnessing more of such people’s talents and enthusiasms in pursuit of common goals.

And I think it is vital that we tell the story of how this is all happening so others can learn from it. As I often say – if people doing good work shy away from telling their story (often shrugging and saying “I’m just doing my job”), they leave the way open for others to distort what they do (look at TV programmes like “Benefits Street”, “On Benefits and Proud”, etc.).

So, here is the video diary I shot after visiting Valley View Care Home in Halifax. This is where I started expounding my view that the ultimate aim of social care providers is to ensure the happiness of the people they care for, and that, thus, Social Care is the Happiness Business.

And then I met Mark Coup, Owner of Welcome Independent Living, based in Hebden Bridge, who told me some great stories about how his staff go beyond the call of duty to show they care.

At the end of a day when I had flitted around the District visiting providers and advocates in Halifax and Todmorden, I paused before getting back on the train to record this video diary in which I, a bit off the cuff, tried to sum up what I had seen and what I thought summed up a great Social Care provider. I think the basic agreements are Love, Care and Happiness.

And so, here is the video I was making, which kind of sums all this up in the words of those running great social care organisations, and some of the self-advocates who work with Lead the Way, and the Council.

If you’ve got a great social good story to tell, and would like me to help you tell it, please get in touch.

 

Millom Really Gets Digital

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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.

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

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.

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.