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Peter Marland Director of Housing Services @ p etemarl

Peter Marland Director of Housing Services @ p etemarl. Jenna Condie Lecturer in Psychology @ jennacondie. Social Media: The Business Case & the Psychology. 1999. The first stock transfer following the Housing Act 1996

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Peter Marland Director of Housing Services @ p etemarl

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  1. Peter MarlandDirector of Housing Services @petemarl Jenna Condie Lecturer in Psychology @jennacondie Social Media: The Business Case & the Psychology

  2. 1999 The first stock transfer following the Housing Act 1996 ERCF funded (£5.5M) to address negative value of the stock and to offer a route to a privately funded sustainable solution

  3. Stock Transfer 1999 • >300 empty properties (30%) • Rent Arrears >£160K (600 tenanted units) • High Crime • ASB very high (often not reported) • Resident Dissatisfaction very high • No demand for properties • People waiting to move out • Experiment expected to fail

  4. 2013 “Openness and ease of access to its services” • Empty properties 0.1% • High demand for stock • Allocations – local lettings policies • Arrears reduced by over 50% • ASB significantly reduced • Crime significantly reduced • Racial Harassment (almost non existent) • Top 18 RSL (HQN, Inside Housing)....2007 • Award winning company “Impressive customer service improvements over the last year through a commitment to continuous improvement via the Pioneer Way”

  5. The Pioneer Way…

  6. Social Media Luddites • Social media is No1 activity on the web • You tube is the worlds second largest search engine • 39m Facebook users in UK (1 Billion Globally) • 50% Worlds population is <30 • 92% of <2’s have digital footprint • FB users…25% check accounts >5 times a day • 50% internet access through phones • 1 Million websites integrated into Facebook • Average FB user has 130 friends • Can we afford to be on the side-lines? • How can we influence our online reputation? Think about the business case !!!

  7. @ukmediapsych #mediapsych Applying Psychology to Social Media dullhunk

  8. Social Groups Community zarrion101

  9. Facebook pages as ‘places’

  10. Places where people construct themselves in dialogue

  11. The daily dilemmas of online community engagement

  12. Connect with Customers Cost effective Raise Awareness Manage our on-line reputation Message customers immediately Challenges !!!

  13. www.pioneerpanel.net

  14. Evaluating social media for tenant engagement • University-industry partnerships • MSc Media Psychology student dissertations • Measures and methods • Future research projects – what next?

  15. Ethics • Privacy, disclosure, and safety • For tenants and staff

  16. Reflexive practice • E.g. Analysing discourse to avoid positioning social housing tenants as ‘benefit cheats’:

  17. Enhancing Communication • Behaviour change e.g. energy use • Digital storytelling • Empowerment: person to person communication • From Complaining to contributing • Openness and sharing experiences Participatory Culture

  18. Social media is more about psychology and sociologythan technologyBrian Solis (2007) Image: Flickr: Florin Hatmanu

  19. Thank you for listening @petemarl @jennacondie Peter Pioneer-Homes AshtonPioneer Peter.Marland@ashtonpioneerhomes.co.uk J.M.Condie@salford.ac.uk

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