It's not often I leave a meeting and think 'I must write about that'

Although I knew we had tenancy services I don't think I'd considered what this actually meant. I don't really go to meetings where discussion about what we do comes down to individual cases but this meeting opened my eyes to what these services actually mean for our customers and why what we do really matters. 

Being at Bolton at Home for less than a year I sometimes think I'll never get used to the slower pace of change, the endless bureaucracy or ex-local authority culture. However I don't think there are many private sector landlords who would consider so carefully whether a tenancy was suitable for someone or not, make regular visits to ensure problems were addressed early on or create relationships with families to allow us to understand them and provide the right support. 

In the context of cuts and staff shortages there were extra meetings arranged to allow tenants to feel happy with services, time taken to arrange cleaning and food parcels and clean bedding left on the doorsteps of vulnerable people. Caseloads discussed seemed to me to be more than enough to do let alone allowing staff much time to be going the extra mile. 

From a communications point of view (which is of course why I was there in the first place) it was so important to hear how we are going the extra mile and also to get an insight into why so many people tell me they are too busy to spend time on social media when they attend the training. 

But before anyone in housing services think they're let off the hook I'm now keener than ever that they tell people about what they're doing. It's far more positive and more interesting than I thought it would be and although many people working in housing might think this is run of the mill there will be many more people out there to whom this would be news. 

And for me it was a useful reminder of why the bright lights of the private sector might not be all they're cracked up to be. 

Meeting people in supermarkets

As it is now just over two weeks until we leave for Quezon City, Manila it might be a good time to explain how all this came about...

So...  in August I spent three days standing in the foyer of Morrisons collecting for the charity. If you've never done this before I can't explain how incredibly boring it is and how it saps your enthusiasm for both your cause and human kind simultaneously.

If you have done this you can imagine how nice it was to meet someone who had time to stop for a chat, and was both interested and interesting. Peter turned out to be a member of Bury Rotary club and as we stood in the way of people getting their trolleys he gave me some tips and shared experience from his time managing the Rotary shoebox scheme.

It was a few weeks later Peter got back in touch and introduced me to the Rotary Group Study Exchange. This is to quote the website 'a unique cultural and vocational exchange opportunity' a chance for people working under the loose remit of 'local government' to stay in Manila for a month, make visits to work places similar to their own and gain an understanding of a new working culture.

After completing the forms and Peter securing the sponsorship of Bury Rotary club for my application I was put forward, interviewed and accepted for the exchange in December.

There's been a lot to do since then, with minor panic around my having to apply for a new passport, then visa and only getting the visa through this week, and the departure date has really crept up quickly. Still I've had almost all the jabs I need, have put my shiny new passport in a safe place and am beginning to think about what it might actually be like.

Again through Peter I've been able to meet a lovely couple who have lived and worked in Manila and get tips on what I need to do and see along with advice about what to take with me which has been great. The vocational visits are lined up but with no social housing as such it will be interesting to see how it all works.

Visits include the Quezon City Urban Planning Department, National Housing Department housing projects and the International Red Cross along with UNTV for Rotary Hour.

Having never been that way before I'm not sure what to expect but I'm going with my normal plan of do no research and hope for the best. I have however been promised excellent 3G signal so am hoping I'll be tweeting and blogging throughout.

If anyone does have any 'must see's in Manila please let me know.

Catching up

Watching a recording of last week's Creative Virtual webinar: 'A New Customer Service Paradigm: Customers are Now Demanding Self-Service Options and Why You Must Adapt' raised some interesting points about how far we should be taking our multi-channel approach.

Although I'm a huge advocate of us looking to global leaders not just leaders in UK housing there has to be a  limit. Although IVR (Interactive voice response) seems like a tool that is being widely adopted among the big corporates I'm not sure it would work for us at the moment.

This session also highlighted how far behind we are in terms of customer access with chat and email being incorporated into call centres in 1996.

This was incidentally the year I started secondary school and if I remember rightly a year or two before I had a mobile phone. I don't think at that point I had an email address and think web chat would have been far beyond my imagination. If memory serves me correctly this is only slightly after my mum professed the opinion that the internet would never catch on whilst we did homework on Encarta.

Another eye opener was social media being incorporated into call centres in 2008. A quick trawl of my timeline tells me it was July 2008 I joined Facebook making me a very late but enthusiastic adopter.

Now we can all agree the internet has caught on where now? Someone asked me at a project meeting what was the 'next big thing'. Having just been to a seminar on digital and comms I was able to talk about augmented reality and RFID both of which I can see becoming really useful tools for housing in the future.

But if we consider that we're only now looking at introducing live chat into our contact centre that puts us 16 years behind the leaders in this field. Given that I wouldn't have dreamed of some of the technology we now see as everyday I'm not sure I can imagine where we'll be in 16 years time.

I'll be keeping my fingers crossed that it will include the huge transparent video walls you see on CSI. And with creator Antony Zuiker putting this only two years behind the times four years ago I hold high expectations for our new offices!


@creativevirtual

Vicious rumours...

Getting staff on social media is throwing up some interesting dilemmas. With many users who are signing up to Facebook and Twitter not having used the platforms before they are vulnerable to what more internet savvy users would immediately recognise as scams or viruses.

I'm sure by now every regular Twitter user will have received a private message telling them that someone is spreading nasty rumours about them. Its a clever ruse - people who don't recognise it as a scam will immediately be anxious to see what is being said about them and as the message comes from someone in their network they are more likely to trust the information.

These messages have caused some anxiety among staff who didn't recognise it as a scam, call someone in communications for advice or Google the problem.

We've all become more aware of bogus doorstep callers, suspicious phone calls and emails containing dodgy links. Social media offers a new set of scams and opportunities for hackers.

Is the best thing to do to alert people to all the potential mishaps?

To tell them not to click on links that don't seem right?

A warning about vicious rumours from a friend or colleague wouldn't fall into this category. There are new scams and viruses all the time - it won't always be that the Comms and Marketing team are the first to receive the bogus messages in time to alert other staff.

We can however advise people stick to the basics and advice (from Dell and also available in an infographic): 

• Don't post that you're going on holiday and leaving the house empty. 
• Don't post too much personal information.
• Use a secure password so you are less likely to be hacked automatically
• Keep computer security settings up to date
• Be aware that apps and add ons may be accessing your personal information

The only way to learn to recognise these scams is to become more savvy generally. The more people use these channels the easier it will be for them to recognise the potential for misuse.

This method of learning will however favour the younger 'have a go' generation who tend not to worry so much about the consequences over the older generation who are used to being taught how to do things in a specific way with specific parameters and are less experimental in their approach.

As the social media 'leaders' within the organisation we can't stay up to date with every scam going and sending out warning emails will only make new users fear everything, preventing them from being able to use the channels successfully.

For those who want to know what's out there here are some lists of scams that you might fall victim to:

Maximise Social Media: Scam Alert!
Network world: 15 Social Media Scams
Times Colonist: Top 10 Scams
Consumer Affairs New Zealand: Social media scams

If nothing else there could be some useful marketing lessons to be learned from these about incentives to click through!

Who defines 'good' customer service?

Our charity clients are some of the strongest people I've met. How they manage to persevere through the bureaucratic nightmare that is seeking asylum, deal with what has happened to them in their home country and then battle through applications through family reunion visas is beyond me.

In theory our part in the process is the easy one. Once all the hard fought for documents are in place we simply book the flights and they travel to be reunited as a family.

We don't provide emotional support (we are neither trained or experienced in this area) but from our communication with clients we understand how the flight is the pinnacle of what, for some, amounts to years of separation.

Imagine then that you have come to the airport. You are scared of authority in a country where you do not feel safe. You have been through years of trauma. You have a small child with you and are leaving behind another who, having turned 18, does not meet the criteria to travel to the UK.*

It is late at night. The check in staff refuse to accept the travel visa you have spent so long jumping through hoops to acquire. They tell you to go back to the issuing embassy and sort it out but you cannot travel tonight.

If this was you or me we'd make a fuss. We'd be confident in our documents and in our rights as their customer. We'd be asking to see a manager, for them to phone head office, making something happen. How many times will this be all that's needed to resolve the situation?

But if you're scared and worn down and unable to properly communicate you can't do this.  Should the airline staff recognise this and make sure they've tried all the channels that they would have done if the customer had made a fuss?

For example look at this story in Inside Housing about asylum seekers who are scared to complain about sub standard housing in case they are deported.

Is it our responsibility as a customer to make sure we get the level of service we expect? In some cases, such as our clients, expectations will be that the situation will go against them as it has done so many times before. For us, and especially those who care about delivering high levels of customer service, we will expect and demand much more.

Having previously worked with wealthy customers who felt entitled to the world I have been used to meeting and aiming to exceed these demands and expectations. It is a concern that when customers are less confident and empowered might be settling for second best as companies lower their standards to meet expectations.

It is important that when we're considering how we provide customer service we not only meet our customers expectations but look at what we'd expect in their position.

* All case studies referenced from any clients, of Bolton at Home or the Refugee Welcome Trust are amended to be representative of the situation but not true to any one case or client. Details are either general descriptions or an amalgamation of different client's stories.

Social media training

Back in November when we began the social media training the list of 1079 staff that needed to be scheduled in seemed more than slightly intimidating. Two months on and 36 people in the task appears no easier. With so many staff with busy schedules, and in some cases a reluctance to attend, filling up the sessions is proving difficult. And whilst running 108 sessions is a mammoth undertaking we're currently averaging a 50% capacity effectively doubling our time investment.

The sessions themselves are proving interesting. Its great to meet people from around the organisation and share my excitement at the way we're moving forward. With all the best intentions of providing a consistent base line of knowledge each session changes depending on who is there. With three tech savvy users we would run through the basics quickly to confirm understanding and then discuss the protocols and guidelines for use. For those less acquainted with the basics discussion around potential misuse is slightly more complicated.

If someone doesn't understand how Twitter works its nearly impossible to explain how quickly things can get out of hand generating the stories they've heard in the press. Having people understand the basics is essential. On the plus side the press coverage has piqued people's interest in the platforms and raises good points for discussion.

Discussions are generally based around the way we want people to be using social media at work and when and how 'big brother' will be watching. From the beginning it proved impossible to set out guidelines and setting out rules for what is and isn't acceptable has been put aside in favour of these face to face conversations. After hearing people's suggestions about the potential for mishaps this approach would appear to be the right one. I don't think I could have come up with all the suggested 'faux pas' other staff have. Although I would hasten to say these have been hypothetical and (touch wood) we've had no problems so far.

I'm sure when people grow in confidence there will be more mishaps and as more staff join and become active the monitoring will become a much larger task but for now its just great to be getting people started.

Off to the Philippines

I will admit there is something that has spurred me on in getting up and running on the whole blogging thing. In December I was accepted onto Rotary International's Group Study Exchange, a fantastic opportunity to spend a month in Manila learning about how people work out there.


More to come on this but for now thankyou very much to Bury Rotary club for sponsoring my application.