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Adult Social Care – DMBC website Parminder Gill E-Communications Officer DACHS

Adult Social Care – DMBC website Parminder Gill E-Communications Officer DACHS. Background. The new DMBC Council website was launched in November 2012

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Adult Social Care – DMBC website Parminder Gill E-Communications Officer DACHS

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  1. Adult Social Care – DMBC website Parminder Gill E-Communications Officer DACHS

  2. Background • The new DMBC Council website was launched in November 2012 • The DMBC homepage was re-designed to include persona based navigation benchmarked from a 2011 SOCITM report and top performing Council websites • Personas: • Resident • Business • Things to see and do • About the Council • Kids • Media • Community

  3. Where does Adult Social Care (ASC) fit in? • The current route to the ASC site • DMBC homepage – Tier 1 • Residents – Tier 2 • Care and Health – Tier 3 • Adult Social Care homepage – Tier 4 • Direct links to the ASC homepage are available from each tier

  4. ASC web analysis • A web analysis of ASC pages was carried out with the following aims: • To establish top accessed ASC pages to give an indication of where relevant • signposting should be made • To assess how users are referred to top ASC pages. This may be through: • - internal referrals: accessing the DMBC homepage and navigating • through to respective pages • external navigation: direct referrals through links within documents, • email etc. • - search engines: Google, Yahoo etc. • other websites: DirectGov, DCID etc. • To analyse referring behaviour to identify where improvements can be made • to enable greater access

  5. Key findings • The ASC homepage was the most viewed ASC page in 2012 and 2013 • The majority of referrals were internal, with the majority of hits through the • DMBC homepage and minimal hits from the Resident and Care & Health • pages • There was minimal traffic from search engines and external websites • The ‘How to contact ASC’ page was the 2nd most viewed page in 2012 and • 2013 • The majority of referrals were from search engines • The most popular keyword/phrase used in search engines was ‘Dudley • Social Services’ • This search phrase produces the link to ‘How to contact ASC’ page as the • number one listing in search results

  6. What does this mean? • Search engine results are directing users to contact the Access Team in the • first instance • It is important to change this so users are directed to more appropriate areas • before they feel the need to contact front-line staff by phone or face-to-face • Internal and external traffic should be optimised to ensure the ASC • homepage is the first point of access • Clear and appropriate signposting must be present on the ASC homepage • to direct users to relevant information

  7. What we will do • ASC homepage to provide clear, image based signposting to relevant areas • Increase internal referrals through higher level promotion within Resident • and Care & Health pages • Increase external referrals through use of ‘Dudley Social Services’ and • back-end descriptors • Increase traffic to the ASC homepage through linkages within publications, • emails and external websites • Monitor future activity to evaluate the impact of changes to assess • positive/negative outcomes to aid future development

  8. Workshop • Dudley Community Information Directory • How can we encourage providers to engage with the directory and take responsibility for keeping their entries up to date? • Website • What do you think we can do to improve the council’s website? • Often we couch adult social care language and use technical terms/industry speak, for example domiciliary care, intermediate care etc. • How can we help the public find information relating to their specific needs? What terms should we use? What are the common terms that we need to incorporate into our language on the web and other information vehicles?

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