Humanising Systems

I woke up this morning to yet another example of what goes wrong when systems fail to perform as collectives of humans. There have been far too many of them to catalogue, and many of these failures are intensely painful to all involved, so I don’t intend to go into them here. The latest story was about attempts to replace the Liverpool Care Pathway end-of-life care system in the NHS with something a bit more personal and tailored to the needs of the individual. The previous regime was a prime example of bureaucracy replacing common sense and compassion, which has been all too common a feature of our lives for too many years.

I firmly believe that organisations work best when they function as groupings of human beings and when those humans are allowed to react firstly as people and secondly as bureaucrats. Many of the systems failures we have seen come about when people tick boxes rather than using their feelings, empathy, compassion, and judgement.

In recent times I have attended an event at which health and care professionals attempted to communicate their aims to engage the public in their work using PowerPoint slides with type too small to read, and one which even included an Excel Spreadsheet; and I have visited the offices of another organisation charged with public engagement which resides in a building at the far end of an industrial estate remote from public transport routes. Both of these are, to me, symptoms of systems failure. The thinking that led to those situations was wrong, and they lead to decision-making which is unhelpful.

And I wonder if it is a coincidence that the people who use these methods also don’t use social media in their work. Just as they hide away in their offices in inaccessible locations and couch their “explanations” in impenetrable language, they continue to shy away from modern methods of communication and transparency.

There are many laudable, conscious, efforts going on to promote transparency and “working in public” through social media, including the “Social Organisation” initiative in Leeds and the Bromford Lab in social housing. In many other cases, individuals have pushed the boundaries through their own personal use and have seen positive public reactions.

To me, there has to be a role for social media in breaking down the old, damaging consensus, that faceless bureaucracies are the most efficient kind of organisations, and leading the way to a new acceptance that transparency and human reactions are the best ways of getting things done. Social media reveals people’s motives, makes them open to scrutiny, and it helps them find like-minded people and supportive colleagues. This has to be a better way of doing things.

What do you think?

 

Preparing for the #HousingDay NewsRoom

I am really excited and grateful to Lewisham Homes who will be sponsoring the #HousingDay Newsroom.

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And I am even more excited that I will be joined in the NewsRoom not only by the guys from Resource, who, of course, are the people who bring you CommsHero, but also by Social CEO, Lisa Pickard from Leeds & Yorkshire HA, founder of #HousingDay, Adrian Capon, of Yorkshire Housing, Jenny Osbourne, CEO of TPASCaroline Chapman, from InCommunities, Beckie Kinsella from Plus Dane, and Hannah Jowett from Leeds Federated HA. But don’t worry, there’s probably room for you, if you still want to come along.

We’ll be curating and amplifying the best content from the day, as well as regularly live streaming news bulletins. And, of course there will be regular live linkups with our sponsor, Lewisham Homes.

I have been particularly impressed with Lewisham Homes’ Humans of Lewisham project, which has taken its inspiration from the world famous Humans of New York to celebrate tenants and their lives in photography with accompanying text. We’ve been discussing this in the Digital Storytelling sessions I’ve been doing recently with Riverside Group, and we’ve agreed that this model provides a fabulous format for telling positive stories about tenants.

And, as the theme of this years #HousingDay is #proudtenant; celebrating the lives and achievements of social housing tenants is exactly what we will be doing.

Announcement: – The #HousingDay NewsRoom

Sponsored by Lewisham Homes

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#HousingDay is approaching fast. The annual opportunity for people who live and work in social housing to celebrate what they do and show the world the positive sides of their lives and work is now in its third year, and, in 2015, it falls on Wednesday 18th November.

This year’s #HousingDay theme is “Proud to be a Tenant”, and social landlords are being asked to work with tenants to celebrate the positive aspects of being a social housing tenant and provide a platform to counter all the negative mainstream media stereotypes.

For #HousingDay last year, I ran the #HousingDay RoadTrip when I drove over 700 miles visiting social landlords from Leeds to West Kent and South Wales to highlight some of the great work they were doing. The trip was sponsored by Documotive, software supplier to the sector.

The RoadTrip was great, it was invigorating, inspiring, and educational. But it was also exhausting. So, this year, my plan is different…. and static.

For this year’s event, I am planning the #HousingDay NewsRoom. I am going to get together with some other social media users to run a news room which will curate, highlight, and amplify some of the best content coming out of the day. There will be an hourly, live-streamed news bulletin running through the events so far and providing a high profile platform for great stories emerging on the day.

I am already very grateful to the support of Comms Hero founders Resource for agreeing to provide the base for the NewsRoom at their offices in Leeds. What I need now is other social media users with an interest in social housing to come and join me on the day to help run the NewsRoom. It will be a lot of fun and we will all learn a lot. Come and join me in Leeds on 18th November.

A momentum is building from year-to-year and each #HousingDay can be more prominent and high profile than the last. Help me make the NewsRoom a success and contribute to the best #HousingDay yet.

This was not the social media election you’ve been waiting for

Several times during the General Election campaign I expressed my frustration and annoyance that the main use of social media by politicians seemed to be to tweet grinning selfies of themselves and their campaign teams accompanied by anodyne messages along the lines of “another great morning on the doorstep”. Apart from the fact that I never once saw anyone admitting to a difficult morning on the doorstep, I really don’t think this is a good use of social media at all. I have tweeted this to some politicians, and said it to others face-to-face. The response was usually that they considered this to be a good tool for proving to people that they were working hard on the ground. I disagree.

My alternative was to urge politicians to tell stories about what people said to them on the doorstep. I think this would be a much great contribution to political debate. And I have urged politicians to use social media to tell their own stories. Someone who did this was Naz Shah, the ultimately successful, Labour challenger to George Galloway in Bradford West. She told her story in public, and I think the public warmed to her as a result. Instead, most politicians prefer to pump out prepared versions of the party line. As Stephen Waddington has already suggested, this was not the social media election you have been waiting for.

A particular point of interest is that the Labour Party claimed to have had 5 million doorstep conversations during the campaign.  5 million conversations; just think of the stories that could have come out of those conversations if they had been prepared to tell them. And yet, despite 5 million conversations, they still didn’t see the comprehensive defeat coming. How does that work? Maybe they weren’t conversations at all. Perhaps the way politicians behave on social media is a reflection of how they operate offline too. If so, that is a measure of the challenge ahead, for all of them.

General Election 2015 – Touring the Polling Stations

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It’s a matter of extreme frustration to me that the benefits that digital technology is bringing to all our lives are seemingly not allowed to touch the world of politics. And so it is that most of us will pick up a piece of card which came through the letterbox a few weeks ago and trudge off to a drafty school hall to place a cross on a piece of paper.

I think younger people in particular find this ridiculous, and it is a reason why many of them don’t vote. We need secure, online voting, and we need it well before the next General Election.

So, to highlight this absurdity, I have decided to spend a substantial part of this General Election Day touring the 10 nearest Polling Stations to my house. And I’ll be doing this on foot. I expect to have to buy a new pair of shoes by the end of the day. I’ll be recording my reflections on the way.

Watch out for the updates, on my Twitter account.

See you later. And, whoever you support, or don’t want to get in. Vote!

Here is the map of the polling stations. It is on Google Maps at https://www.google.com/maps/d/edit?mid=zPzr7KA767V8.khe9J9CRM4Dk

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Why I won’t be joining your Twitter Thunderclap

This is by way of explanation to the many people who ask me to join their Twitter Thunderclaps.

If you don’t know what a Twitter Thunderclap is, it’s a service whereby you can encourage people to sign up at a website, and then all the accounts which are subscribed send out the same tweet at the same time. It is used in support of campaigns.

I won’t be joining it because I hate it. I constantly tell people that social media is about being social. It’s about conversations. What happens when there is a Thunderclap is that people’s Twitter timelines get blitzed by hundreds or thousands of identical tweets. To me, this is a blunt instrument. It’s like loads of people running simultaneously into the room where I am and yelling at me. And what does it achieve? Only the people online at the time the Thunderclap goes out see it. The rest miss it completely. I suspect that only reason it persists is that most of the people who participate don’t actually see what happens. They are too busy doing other things.

To me, the essence of social media campaigning is engaging people in conversations about your cause. It is about building up momentum through posting different kinds of content over a period of time. It is about being engaging, being human, and being entertaining. I believe Thunderclaps are the antithesis of this. So I won’t be participating. And, I hope you will consider the impact of yelling at me in this way before you sign up for your next Thunderclap.

 

The First Digital Makeover

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Well, we did it! The first Digital Makeover is complete. Helen Reynolds and myself are offering organisational Digital Makeovers in which we go in and try to reach every part of the company with some digital magic over the course of 2 days.

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We had a great time working with some wonderful people at Yorkshire Coast Homes. The feedback was fantastic, the energy of the staff and board members we worked with was infectious, and it all carried us through the barrier of tiredness which hit us towards the end of the second day. We even managed to fit in a great Tweetup on the Monday evening, which allowed us to make further contact with some of the Scarborough digital community.

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Here’s the Storify of the 2 days http://sfy.co/a0Lbe

Having done one, we are desperate to do more. It’s such a fantastic way of working. If you’d like us to visit you next, please email us at enquiries@powerplayers.info

Cricket and Social Media – Finding the Stories

2015-02-03 20.10.36This week was the second Workshop in the Bradford element of the Cricket and Social Media project I am undertaking with the England & Wales Cricket Board (ECB).

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Towards the end of the workshop, I asked attendees to suggest their favourite cricketing stories. One person said, “well we did have a naked cricket match at our club once”. That was unexpected, and caused a fair degree of hilarity in the group.

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I’d like to thank Colin Beveridge for tracking down the Daily Telegraph report of the match for me. Just goes to show, you can never predict what kinds of stories you are going to uncover.

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Cricket & Social Media – Building on Community

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Last night was the first session of the Cricket & Social Media work I am doing with the ECB (England & Wales Cricket Board). I’m running 3 social media workshops for people involved in local cricket clubs and leagues in each of Bradford and Huddersfield. The intention of this work is to ensure that those who play cricket regularly can make the most of social media to engage those who might be casual players, in danger of dropping out, or not know where to go to join a club.

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The first session in each location takes place over a curry as a convivial start to the process which breaks the ice and gets the conversation flowing. And last night’s event, held at Omar Khan’s restaurant in Bradford proved to be a great kick off to the process. We had 25 people in attendance, from a wide variety of clubs, and the conversation was wide-ranging. It was evident that some people are already making use of social media, and there is much to build on in terms of experience, content, enthusiasm and ideas. There are so many benefits to be had from regular involvement in the game, and, over the next few weeks, we are working out the best ways to promote and sell these benefits to those who might be undecided about them.

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A key issue which came out of last night’s session was how to discourage people from inappropriate “banter” on public fora associated with the clubs. This kind of thing is a minority activity, but nonetheless important for clubs who are trying to build and maintain their reputation, and, in particular, who are trying to attract young people to get involved. And this presents particular issues for clubs whose members are volunteers and not in a position to monitor what takes place in their social media spaces 24 hours a day. Cricket clubs are essentially communities, and one our key aims in this initiative to extend this community spirit into online spaces.

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I think we’ve made a great start on this process, and I look forward to telling you more about our progress over the coming few weeks.