Learning from Better connected 2010: New challenges for local government websites
This event will review the findings of Better connected 2010 and relate them to the imminent financial crisis facing the public sector.
Better connected 2010 highlighted the fact that visits to council websites are increasingly ending in failure (up to 40%, according to Website take-up service data) , while visitor satisfaction is declining. In view of the financial pressures, developing self-service should be high up every local council's strategic plan, and the trend for websites to create increasing amounts of 'avoidable contact' must be reversed. That means major changes for most councils in the way the website is directed and managed. Equally important challenges are how to respond to the open data agenda, and to opportunities to work with social media and hyperlocal community sites as means of engaging with local people in a completely new way.
Programme
| 09.30 | Refreshments |
| 10.00 | Chair's opening remarks |
| 10.10 |
How web task management will lead to higher customer satisfaction Managing web tasks - Martin Greenwood, Socitm Insight Analysing the results of top tasks - Margaret Fisher, Lancashire CC Designing a task-based information architecture - Lamorna Spry, BC2010 reviewer |
| 11.10 | Refreshments |
| 11.30 |
How did we do it: case studies from two high performing websites. Case study 1 - becoming a Better connected'top 20' website: Wendy Pain, North Yorkshire CC Case study 2 - achieving high standards with limited resources: Vicki Lamburn, Worthing BC |
| 12.30 | Lunch |
| 13.15 | Using Twitter and Facebook to respond to service disruption - Alison Hook, Coventry City Council; Helen Williams, BC2010 reviewer |
| 14.00 | What's new and what's coming next - Dane Wright, Brent Council |
| 14.45 | Refreshments |
| 15.00 | Web professionals - latest developments of Socitm's initiative - Vicky Sargent, Marketing advisor, Socitm |
| 15.30 | Issues facing web managers in next 12 months - panel session |
| 15.50 | Review of day |
| 16.00 | Close |
| Date/Time | Region | Venue |
|---|---|---|
| 18 May 2010 at 09:30 | North West | The Manchester Conference Centre |
Duration: 1 day
Type: Conference
Category: Socitm Insight
Cost: £195 + VAT for delegates from Socitm Insight subscriber organisations.
£295 + VAT for Socitm members.
£345 + VAT for all other delegates.
Open to: Web managers, ICT managers, Customer service managers, Corporate communications managers, Corporate and service transformation managers, E-communication and e-service managers
Organised by: Socitm Insight
Contact email: Martin Greenwood
