Building Online Communities - Master class

Tom Gaskin, Service Improvement ManagerTracey Kember, Orbit South resident

Workshop outline

Quiz – featuring findings from Orbit’s own digital research

Orbit 2020 vision & our plans for transforming into a Social Digital Business

Experiences of using social media to engage customers – including residents’ perspective

Discussion

Ground rules

No question is a stupid question!

We’re not experts, but we’ll try to help (and so can you!)

Share your thoughts and experiences

Keep your phone on and tweet! @tomgaskinorbit @orbitgroup @CIH_events #CIHeastern2013

Access all areas Digital inclusion for Orbit customers

• Research into customers’ use of the internet and social media

• Explored what customers might want from us in the future

• 1,782 customers engaged

• Variety of research methods used

Trueor

False?

Q1

83% of British households have internet access

True

Trueor

False?

Answer: True, up from 80% in 2012 and 57% in 2006.

Q2

55% of Orbit tenants have access to the internet

False

Trueor

False?

Answer: False, Around 67% of Orbit tenants and 88% of leaseholders have access to the internet. Approximately 11,500 (33%) tenants across Orbit Living may not be online.

Q3

The most popular method of accessing the internet among Orbit customers is via laptop/PC

True

Trueor

False?

Answer: True, 90% of customers access the internet this way and they generally use it on a daily basis. (71%).

Q4

75% of adults use a mobile phone or portable computer to access the internet 'on the go'

False

Trueor

False?

Answer: False, 61%. The availability of both mobile broadband (4g) and wifi networks means the mobile Internet is now used by more people than ever before.

Q5

30% of Orbit customers use a mobile phone or smart phone to access the internet

True

Trueor

False?

Answer: True, smart phone access is higher for younger residents, a trend likely to increase over the coming years. Nationally over half of all adults (53%) access the Internet this way. This has more than doubled since the 2010 estimate of 24%.

Q6

50% of Orbit customers use Facebook

False

Trueor

False?

Answer: False, Use of Facebook is still popular with 63% of customers using the site. Use is especially high among our younger customers, 85% of 16-24 year olds use Facebook.

Nationally 56% of British adults have a Facebook account.

Q7

13% of Orbit customers use Google+

True

Trueor

False?

Answer: True and 9% use LinkedIn regularly.

Nationally 19% of British adults have a Google+ account.

Q8

30% of Orbit customers use Twitter

False

Trueor

False?

Answer: False, do you think it’s higher or lower? Lower- 16%.

Nationally 26% of British adults have a Twitter account.

Q9

15% of Orbit customers are aware of Pinterest

False

Trueor

False?

Answer: False 3%. Residents are less familiar with some of the more ‘specialised’ services including Flickr (3%) and Myspace (1%). Results show a clear connection between age and interaction, with younger residents indicating greater use and awareness of most platforms listed. Nationally 6% of British adults have a Pinterest account.

Q10

55% of Orbit customers felt it was important that we provided more online services

False

Trueor

False?

Answer: False, 93%. Customers also felt it was important that we make our websites more mobile friendly (85%)

References

ONS (2013) Internet Access Quarterly Update, Q2 2013. [online] Office for National Statistics. Available at: http://www.ons.gov.uk/ons/dcp171778_323333.pdf [Accessed 3 November 2013]

ONS (2013) Internet Access - Households and Individuals, 2013. [online] Office for National Statistics. Available at: http://www.ons.gov.uk/ons/dcp171778_322713.pdf [Accessed 3 November 2013]

Orbit Group Ltd (2013) Access all areas Digital Inclusion for Orbit Customers. [online] Available at: http://www.orbit.org.uk/mediaFiles/downloads/73325894/Access_all_areas_Digital_inclusion_for_Orbit_customers.pdf

Kantar UK (2013) British use of social media sites. [online] Available at: http://uk.kantar.com/tech/social/british-use-of-social-media-sites-2013/ [Accessed 3 November 2013]

Orbit 2020 vision

Building Communities - by working to improve the social, economic and environmental prospects of people and communities

3 key themes

Housing Choice Our new ambition is to provide 12,000 new homes by 2020

Community Investment Deliver 10,000 training/employment places Invest £30m in our communities Advise 20,000 households on energy usage

Customer Offer Deliver 90% customer satisfaction Achieve 75% of our customers accessing services online

Transforming into a Social Digital Business

We use collaboration and social technologies to improve the prospects of people and communities

Tools and technology only part of the solution

Purpose and meaning

Collaboration and engagement

Culture and structure

Our digital pledge

Please get in touchTom Gaskin, Service Improvement ManagerE-mail: tom.gaskin@orbit.org.ukTelephone: 01603 221921Twitter: @tomgaskinorbit