Agenda item

To receive a presentation from the Corporate Communications Manager

The Committee received a presentation from Nicky Speed, Corporate Communications Manager on social media use and effectiveness.

Ms Speed detailed:-

·       UK social media usage across the different platforms such as Facebook, YouTube, Instagram and Twitter

·       The forecast number of people within Sefton using social media and that this provided the Council with a big audience to tap into as people from all communities and all ages were using social media in Sefton and it was recognised as a great way to talk to our communities and  to engage with them on the platforms they are using

·       The ways Sefton Council was already using social media to promote our key messages/priorities, grow our audience/reach, encourage customers to self-service, signpost to events and activities, consult on plans and to share key partners’ content

·       That plans for the future included a social media audit, video content creation, a support channel shift and reduced calls, more focus on engagement, use for social listening, work with influencers/community groups and the provision of  support for elected Members

·       And concluded by requesting Members to follow the Council on Twitter, Linkedin, Facebook, Instagram and YouTube to help the Council reach customers, by sharing our messages and promoting Sefton when out and about; and that if Members were not using social media but needed help doing so then the Corporate Communications Team could facilitate this 

Members of the Committee asked questions/made comments on the following issues:-

• Concern was raised about sections of the community who may miss out engaging in consultation exercises if there is an over-reliance on the use of social media; as not all people in our communities use social media. Furthermore for some members of our communities the cost of ICT equipment for social media use is prohibitive. Members were reassured that social media was one of a number of communications channels being used to engage with different audiences.
• Support from the Corporate Communications in the use of social media such as Facebook would be welcomed
• People expect instant responses to issues via social media; but concern was expressed that on occasions it is best to reflect on a response and obtain necessary facts before issuing a reply . Managing expectations is also important as people cannot always be on hand to answer instantly 24/7.
• Social media could be used, in a non-political way, to highlight the problems being experienced by the Council due to reductions in grants
• Sometimes it has been found that when complaints are made, via Twitter for example, the officer responding is not the officer from the service area that the complaint was about. Customer Services and the Communications team will try to answer queries on social media at the first point of contact if possible.
• A question was raised about whether  frequently asked questions database existed on the website. It was recognised that FAQs are available for some services on the website where appropriate, but there was not a general FAQ.

RESOLVED:

That Nicky Speed be thanked for her informative presentation.