Digital and social technology seems to advance exponentially. People have smart phones; APPs for this and that; and a multitude of friends and business acquaintances that they have never met. We’re also all a bit more demanding and expect information and services to be available at our fingertips. What do you think people say when they are told that someone from the Council will get back to them within the next 5 working days? (By Michael Eade of ENcentre) (Video Embedded Below)
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On top of this budgets are diminishing and local authorities have to constantly do more with less money. Over the last 5 years the third and private sectors have become actively engaged in social and digital technology and are using it to tackle some traditional local authority responsibilities, allowing them to bypass local authorities. So for regulators the necessity may also be part of the solution.
Improve outcomes and efficiency
How many service requests end up in formal action being taken? In truth, it is a small percentage but, in the meantime, a lot of time is spent providing information, for example, through the clarification of roles and responsibilities. A significant proportion of this information can be provided more effectively through digital media without throwing money at it. Complainants can be provided information through YouTube; businesses can be educated through Flickr; and people can be kept up-to-date and participate in local initiatives through Twitter or Facebook. Not only can digital media help you tackle key issues and improve health but can also help you engage with local people. What’s more is that the tools provided by these networks will even help you measure your online success.
It’s not a replacement.
Internet & social media use is mainstream and now half of 50-60 year olds are active social media users. Of course there are people, particularly very elderly or disadvantaged groups, who may not be able to access digital media and it is therefore important that traditional methods of service delivery are maintained. If you needed, for example, to inform vulnerable elderly adults about door-step crime or scams then digital media would be unlikely to be your first choice. However, if you wanted to launch a local campaign to encourage people to look up scores on the doors then digital communication would definitely need to be involved.
Email should be the starting point for every regulator.
The majority of service requests are being delivered through email and web submission forms and most registration or application forms will (or should!) contain a space for operators to place their email addresses. Regulators should be careful not to spam or ‘dilute’ information through repeated contact via email . However, at the very least, reports and letters can be sent (or copied) via email and links to individual sources of visual digital communication used to emphasise your message.
Social Media Video
This video explains how environmental health departments can benefit from the use of email and multimedia resources. It provides examples of how video can be used as a first response or to convey key messages. If you would like any more information please contact us at theEHP or quote theEHP when ordering.
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