Skip to main content

Could standard hashtags work?

Back in May 2012 I wrote about public sector organisations using common hashtags on Twitter for the London 2012 Torch Relay. Since then I've been talking with a few people about how Local Government could use common hashtags to represent its most used services.

I'm thinking for example, #bin to represent anything to do with Waste Services, #road for anything to do with Highways and so on. Tweets might look like

@AnyCouncil my #bin hasn't been collected

@AnyCouncil when do the roadworks on Station Road finish? #road

Before I go any further I should say I'm not proposing that these tags should be mandatory before customers get a reply. We're trying to make things easier for them, not add red tape.

So what could be achieved if customers used tags like this in their tweets? One application is an auto-response which also forwarded the enquiry to the people who are most likely to have the answer.

When I tweeted about this Marc Schmid quite rightly pointed out that "Personal response makes a big difference" and he's quite right. I'm not talking about replacing a human reply, I'm talking about complimenting it.

To see how this might work tweet anything with #bin at this test account. You'll get a response with a link to more information. What happens in the background is that the tweet has been forwarded to Waste Services for a response, or would have been if it wasn't a test. You can also try this using #road.

This means that the customer gets a rely quicker, because it's removed the need for Comms, Cutomer Services or whoever manages the account to do this.

At present the back office need to send the reply to those who manage the Twitter account, but it would be quite easy to build the functionality for the back office to reply to the tweet. This opens up the potential for hundreds of people to be able to reply to tweets on one account without an expensive social media command centre or management software.

Of course this wouldn't stop Services having their own accounts too, but just as the majority of people phone the main Customer Services number, a majority of users follow and tweet at a main council account.

There are many other things you could achieve with standard hashtags and if you'd like to discuss this then you can find me at https://twitter.com/PhilRumens

Popular posts from this blog

Digital best practice checklist

This week I finished the draft of a digital best practice check-list. It's not digital strategy, in fact I'm increasingly thinking organisations don't need a digital strategy, they need a delivery strategy.

My draft has check-list of seven questions and recommendations, with one overall recommendation regarding best practice for delivering digital. Ideally it would be incorporated into a wider service and information delivery strategy.

Below I've omitted the bulk of the content, the reasoning behind arriving at the recommendation from the question because it's still in draft, but here are the seven questions and eight recommendations:

1. Is the council properly promoting its digital services and content, to reduce avoidable contact?

Recommendation: Establish a “digital first” ethos to the promotion of services and better targeting what, when and where they're promoted.

2. Are the digital services the council offers, especially where the design and development ha…

Pipeline Alpha

In September 2014, officers from 25 councils met in Guildford to discuss a platform to enable collaboration across Local Government. A "Kickstarter for local government" is the missing part to Makers Project Teams, a concept to enable collaborative working across different organisations put forward by LGMakers the design and development strand of LocalGov Digital.

Based on the user needs captured at the event, LGMakers created collaboration platform Pipeline and by October people from over 50 councils had signed up. Pipeline is an Alpha, a prototype set up to evaluate how a Kickstarter for councils might work. It is a working site though, and is being used as the platform it is eventually intended to be, at present without some of finer features a live offer might have.

So what have I've learnt in the eight months since we launched Pipeline?

There's a strong desire to collaborate 

LocalGov Digital isn't a funded programme. I wrote about how much it LocalGov Digita…

Defining transformation to a wider audience

For the past month I've been putting together a paper on the next steps of digital transformation, for the organisation I work for. I'm proposing we look at two capabilities and two business areas, and if approved I'll be writing more about it.

It's been a great exercise in gathering my thoughts and helping me to define digital transformation to a wider audience and how it fits into the bigger picture of service improvement.

Here's some of the stuff I've learnt or had affirmed:
Transformation, digital or not, starts with understanding the needs of the user through research. This should be obvious, but in local government too often I've seen "build it and they will come" approach applied.

It's unlikely a commercial operation would launch a new product without first researching the market, so why would a digital service be any difference?
A couple of years ago I wrote how the phrase "digital transformation" was hindering digital transf…

Superfast highways

You may have seen this slide I put together to help explain digital transformation

This week we launched a new beta service to report speeding traffic. It looks fairly simple but to give you an idea of what's happening in the background I thought it might be useful to show you the before and after.

So here's the before

and as you can see it's completely a manual process. Stuff might be recorded electronically but it takes someone to do something seven time to make the process work and send it to the parish or the district.

Here's the after

What this doesn't tell you is that it's basing whether the request is for the parish or district on three questions. It's also doing a spatial look up to find the parish and returning the parish clerk details using the Modern.Gov API.

Because these are already part of our platform this is data that we currently maintain, so there's no additional work to keep this up to date and we've reduced the human interactio…

Carl's Conundrum of Internal Influence

I'm writing this partly as a reply to an excellent piece that Carl Haggerty published about the disconnect between internal and external influence and partly due to various conversations over the past month about how to make using tools like collaboration platform Pipeline common practice.

This isn't really about Carl though, or Devon County Council, or any other council specifically, it's more a comment on the influence of digital teams in local governments, or lack of, and how to resolve this.

So here's the question that prompted this piece. How can someone who's been recognised nationally for their work, first by winning the Guardian's Leadership Excellent Award and who has more recently been placed in the top 100 of the Local Government Chronicle's most influential people in local government, "sometimes feel rather isolated and disconnected to the power and influence internally".

First, let's consider whether is this a problem to unique t…