peter marland director of housing services @petemarl jenna condie lecturer in psychology...
TRANSCRIPT
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Peter MarlandDirector of Housing
Services
@petemarl
Jenna CondieLecturer in Psychology
@jennacondieSocial Media: The Business Case & the Psychology
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1999The first stock transfer following the
Housing Act 1996ERCF funded (£5.5M) to address negative value of the stock and to offer a route to a
privately funded sustainable solution
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Stock Transfer 1999
• >300 empty properties (30%)• Rent Arrears >£160K (600
tenanted units)• High Crime• ASB very high (often
not reported)• Resident Dissatisfaction very
high• No demand for properties• People waiting to move out• Experiment expected to fail
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2013• Empty properties 0.1%• High demand for stock• Allocations – local lettings
policies• Arrears reduced by over
50%• ASB significantly reduced • Crime significantly reduced• Racial Harassment (almost
non existent)• Top 18 RSL (HQN, Inside
Housing) ....2007• Award winning company
“Impressive customer service improvements over the last year through a commitment to continuous improvement via the Pioneer Way”
“Openness and ease of access to its
services”
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The Pioneer Way…
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Social Media Luddites• Social media is No1 activity on the web• You tube is the worlds second largest
search engine• 39m Facebook users in UK (1 Billion Globally)
• 50% Worlds population is <30• 92% of <2’s have digital footprint• FB users…25% check accounts >5 times a
day• 50% internet access through phones• 1 Million websites integrated into
Facebook• Average FB user has 130 friends• Can we afford to be on the side-lines?• How can we influence our online
reputation?Think about the business case !!!
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Applying Psychology to Social Media
dullhunk
@ukmediapsych#mediapsych
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Facebook pages as ‘places’
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Places where people construct themselves in dialogue
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The daily dilemmas of
online community engagement
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Connect with Customers Cost effective
Manage our on-line reputation
Raise Awareness
Message customers immediately Challenges !!!
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• University-industry partnerships• MSc Media Psychology student
dissertations• Measures and methods• Future research projects – what next?
Evaluating social media for tenant engagement
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• Privacy, disclosure, and safety• For tenants and staff
Ethics
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• E.g. Analysing discourse to avoid positioning social housing tenants as ‘benefit cheats’:
Reflexive practice
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• Behaviour change e.g. energy use• Digital storytelling • Empowerment: person to person communication • From Complaining to contributing• Openness and sharing experiences
Enhancing Communication
Participatory Culture
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Social media is more about psychology and sociology
than technologyBrian Solis (2007)
Image: Flickr: Florin Hatmanu
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Thank you for listening
@petemarl@jennacondie
Peter Pioneer-HomesAshtonPioneer
[email protected]@salford.ac.uk