Test The Theory

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

I was doing some work this week coming up with a pretty detailed upgrade testing plan for one of the housing associations I work with. It occurred to me that it's even harder to build the initial UAT when taking software for the first time. That process can be even harder if some ground work has not been done up front on the business case and PID (Process Initiation Document).

Early in July I am doing a set course for Rod Laird designed to help people understand how to choose the right application software, avoid some of the real 'gotchas' and generally remove a lot of the stress and uncertainty of the whole process. It's something that I think might help reduce the amount of investment wasted on the wrong software/failed implementations, also bring more in on time and to budget. More on that and a booking form at http://www.rodlaird.co.uk/default.asp?page=1469

One of the big gotchas is around knowing what you are purchasing in the first place. Unlike Excel or a washing machine, which is well understood, proven, with few bugs and problems, and in use at countless places, housing application software may only be in use in a few dozen places, or not actually anywhere at all. Did you read that last bit right? Yes you did.

I have known large and sensible RSL's purchase software solutions just on the strength of a great sales pitch, a PDF or some mock up screens. Often the sale is done via a department team, e.g. From the asset management (not IT) budget, with the first that IT know of it, far down the line when it's not progressing.

Know your software that's there to be purchased. Selecting software that's not been written yet or is still a prototype, is not a problem if you know and understand that from the start. It obviously represents a risk and in my mind higher risk should equal lower prices. IE If my organisation was to be the guinea pig to test and get a new piece of software working, for a commercial company, I would like to see some significant recompense.

So how do you establish if you are the testing guinea pigs, or just another customer? Start by asking and obtaining a list of all existing live and installing users, for the proposed application. This clearly separates the facts from the sales rhetoric. If a list was not forthcoming, possibly this application is not already out anywhere after all.

Then establish who is using this software in a similar situation to you. If you are medium to large, to reduce risk it would be desirable to see other RSLs using the application in that space. If you are specialist, e.g. very C&S not general needs, is it relevant that the software is already working in that area? How well will it integrate into your other core applications? Is that proven elsewhere. Obtain clear facts, user names, contact details.

Pursue these points carefully, to establish the risk that will be involved with your project. Ensure expectations are set internally. If you have spoken with, or visited many organisations that have already implemented and working with this application, your testing should be reasonable and expectations should be that our project timetable might be achievable. Previous installs and lessons learnt, should allow a reliable one to be drawn up. If you haven't, you might be involved in effectively helping to build an application from scratch, with all the trials and tribulations that that brings. Ensure you have the facts before signing the contract.

"Let the buyer beware" caveat emptor as the Romans once said. Know in advance if you will be testing a software product, not a prototype. If you can use that course, book it fast, places are limited - http://www.rodlaird.co.uk/default.asp?page=1469

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You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Related post: Are you making good application software choices?

Audioweb - Test The Theory.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Uptown Top Ranking

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

It was great this week to see Paul Taylor of Bromford put together the top 50 housing digital power players. You won't have missed it, but here is a link anyway - http://t.co/gC2WG7iWDW
It contained 4 out of 5 people I know from Twitter, good eggs one and all, real ambassadors for housing. It generated plenty of tweets & re-tweets and also a very interesting curmudgeonly response from @churchiechat (24dash's own Brian Church) , who simultaneously made me smile and wince at the same time. You can read his 'revealing the emperors new clothes' contribution at http://www.24dash.com/news/housing/2014-06-04-Opinion-The-darkness-of-digital#.U5Ol2CiahMh

It obviously rattled a few cages as a quick search on Twitter reveals.

It is great to shine a light on things however and I think there is a serious point to it. I have seen how the current political regime has tried on many levels to wear down social housing, demonise it, question its worth. In our 50 digital power players, we have a number of exceptional individuals, using social and conventional media to fight the corner. In a landscape of perhaps 800 RSL's in the UK, 50 disciples for me falls woefully short.

I work with over a dozen organisations involved in providing or servicing social housing. Just about them all, have a comm's team. Often they do a great job generating content for quarterly newsletters or get involved in TP groups. Some are in our 50 and live and breathe the cause. I know some staff in comm's teams who are active on Twitter, but far more that are not engaged, do not see it as their job, do not understand it. Just like @churchiechat. He is not a bad man, just one of his generation I guess.

Now, I have substantial experience in communication, drafting news releases for software/services, a revived community library enterprise and a successful camera club. All of those utilise Facebook, Twitter, local and regional newspaper reports, brochures, posters on the back of toilet doors. I see the value in digital media as well as traditional means. Its "different strokes for different folks", as Gary Coleman used to say. I am used to making the mundane a bit more exciting, just like your comms team. They are skilled communicators. Honest!

If our 50 can invigorate just 5 comm's team people each. We have 250 more digital heroes, spreading the good news that @CouncilHomeChat manages to get across by busting myths about Social Housing by providing a platform for people's stories/experiences. I have deliberately changed 'Council' to 'Social'. I grew up in a 'Council House', but even that house now is a 'High Peak Community Housing' property (..and better for it too than what it was, I am sure). many places where I work, twitter provides KPIs as well as repairs and arrears. Number of staff on Twitter, No of tweets, RT's, followers etc.

With 300 more ground troops, we can really change hearts and minds. So a question to the 50, how can you motivate and invigorate your comm's professionals? I don't mean just getting them to just sign up on Twitter either. A user signed up with a hundred or less tweets for a year, labelled as 'Housing Comms Professional' doesn't cut it for me.  These people need help, guidance to see social media as worthy an avenue as the quarterly newsletter, to shape opinions and redress the balance.

We need to work fast. A big press and political machine is trying to remove Social Housing from the UK landscape. We need a machine as big as theirs and 50 trusted ambassadors, is a good way to start. Discuss.  

Read on to : Love and improve your repairs customer journey 

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You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Althia & Donna - Uptown Top Ranking.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Living Wills (In A Box)

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

Living Wills are the latest thing for housing asset management professionals to be thinking about, and your wider board. There has been a growing interest in a number of regulated sectors in the benefits that can come with the use of formal recovery and resolution plans, which are commonly known as living wills.  These are documented plans to ensure an effective recovery or a rapid and orderly resolution in the event of material financial distress or business failure.

A number of my customers in the housing sector are analysing assets in a pre-emptive look at how to prepare for future uncertainty. Housing IT can assist in this area, by identifying poorly performing areas of stock. Also by correlating other local data, such as local ward crime maps, susceptibility to floods, radon or other hazards, desirability, amount of void churn etc. It is possible to rate these factors to easily identify stock outside of the norm, the first resort for sale in the event of uncertainty. A number of legal organisations are attempting to provide advice on this area. Trowers' overview can be viewed here http://www.trowers.com/uploads/Files/Publications/2013/Bulletins/HCA_discussion_paper_final_response_document.pdf

The housing organisations most at risk are those that have diversified beyond the conventional housing remit. Many organisations these days are looking to shore up revenues, by expanding repair service, service charges or as is becoming more and more popular b2b (business to business) services. The degree of these on an organisations balance sheet is an indicator to the degree to which living wills should be considered. It has been suggested that 5% would be a suitable figure, although many forward thinking housing groups, I suspect will be way beyond that level.

Preparing an active 'Living will' plays an important role in securing tenants interests. This is assurance that social housing assets would be protected in the event of a landlord getting in to financial distress or a business/governance failure. Moves to implement this were started over a year ago - http://www.insidehousing.co.uk/hca-sets-out-plans-for-tougher-regulation/6526446.article . Julian Ashby, chair of the HCA regulation committee, back in April 2013, said the regulator is ‘open-minded’ about how to achieve its objectives. Mr Ashby, in his foreword to the document, says: ‘This document is designed to start a period of intensive dialogue with the sector.’

At the time of voids becoming active, the costs of refurb, preparing to let etc, coupled with other environmental factors, might mean that your Living Will policy may trigger a sale. More on that herehttp://tonysmiththathousingitguy.blogspot.co.uk/2014/08/love-in-void.html

Being prepared is no bad thing and easier with some forward planning. Do you really know your assets from different angles? Would you be able to quickly identify a few million pounds worth of assets to divest if needed, and know they were the optimum ones to unload? Why not speak to your asset team and see how they are using IT and available data to develop a picture of your assets? Your managers may be well on top of it, alternatively they may need some help, soon. Living Wills may be required by more lenders into the future, all RP's and RSLs need to be prepared.

Read On To : Keystone Sold

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You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Living In A Box.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

Turn To (Key)Stone

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

One for the asset managers out there, using third party housing applications. Today (23rd May 2014) a marriage of two SQL Server and Silverlight centred packages was announced with UK's Civica snapping up Keystone Asset Management for an undisclosed sum. A housing software insider had mentioned as much to me a few months ago and swore me to secrecy.

It must be said that it's probably a better based marriage with more in common than Northgate/Codeman or Orchard/Promaster. So maybe not needing a pre-nup' this one. Two thoughts spring to mind for me. Firstly, will Capita or Aareon now snap up PIMMS, Asprey or Real Asset Management and secondly, will Keystone be now shaped into the new Cx HTML 'have it anywhere' format? Also, will Civica be as flexible with Keystone integration, now the product is joining its stable? Certainly it puts pressure on traditional HMS providers to up their game in their own 'built in' asset / planned maintenance modules.

On the Keystone website, Rob Hewes, Keystone’s Client Relationship Director said, “We are obviously delighted to have secured this new partnership with one of the leading providers in the housing management sector. Civica’s decision to partner with us endorses our commitment to excellence in product development and customer service, and reflects the reputation that we have worked hard to build in the marketplace. Equally, we are also delighted to be working with a software and services partner who matches our commitment to supplying closely integrated systems, delivering both innovation and cost savings to our mutual customers.”.

Keystone will certainly give Cx a quick 'leg-up' in the asset department, probably integrating quite easily.  Civica have of course recently worked with Keystone on pretty tight integration at St Leger (Doncaster) and Thames Valley. Both parties in the marriage were quoted when cutting the cake; Simon Dowling of Civica outlined the complementary skill sets, promising that customers will "do more, do better and spend less". Good news for finance directors then. Joshua Warren of Keystone outlined it was a "positive step for customers, partners and employees", while "continuing to respond to growing market needs".

I could guess that elements of Keystone will become 'Keystone-Lite' for Cx. If it were my baby, I would guess that Keystone tables could be populated for Cx, this giving users a leg up if they wish to go for a full blown version of Keystone, with all the bolt on possibilities, Component Accounting etc. I should see if Ladbrooks would give me odds on that one.....  

Its an acquisition I will watch quite closely. It will be interesting to see if Civica start to offer better value to customers (particularly UH (Universal Housing) ones and how both parties will share the marital home! Also, lets see if Keystone is rectified before its MS Silverlight de-support date arrives, or a full replacement is on the table by then?

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Read on to The end of the typewriter:

http://tonysmiththathousingitguy.blogspot.com/2013/07/the-letter.html

ELO - Turn To Stone .


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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(Hey Landlord) Don't Ask Me Questions

If you do the Twitter thing, follow me at @hotpixUK

or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

Satisfaction surveys. We all should be doing them in housing, but how and why? Well the why a pretty simple one, particularly with regard to repairs. Knowing where we fall short, brings us to the areas where we fail, identifying waste and places to improve. Now this is an area bound to generate criticisms. Readers of this blog will be familiar with my standard repost to that one, the customer journey meeting. For a primer, check out http://tonysmiththathousingitguy.blogspot.co.uk/2014/04/love-travel-on-customer-journey.html

Now there are some interesting solutions appearing on the block for customer surveys. The Housing Contact Company are an interesting one. Low cost, high hit rates that only automated telephony can achieve. This technology has been proven in automotive. Drive a Beamer, Merc' or an Audi? Well you have probably encountered this type of survey before. If you are happy, you hit the zero button, otherwise the '1' key. End of story.

Now as we all know, if you drive one of those cars, the manufacturers would like you to see your service (for £650) an experience, not a transaction. for that price I can see then logic. In social housing, unfortunately, our response repairs can often be more of a transaction than an experience, it's got to be said. Still, we are keen to learn how to improve our customer service to improve what we deliver and reduce our costs (as strangely, it's been comprehensively proved, those factors do correlate.

Last week I was doing some work at a customer in the Midlands looking to start surveying using this technology. I had a lovely chat with the customer services manager, she was open to improvement, keen to be part of my customer journey meetings, but with some concerns. A super-positive lady, I took to her straight away.

How would older customers take to this automation, how should communication be handled, will telephone numbers be accurate, will dissatisfaction responses swamp the customer service centre?
Working through these, her eyes glistened and the mood lifted. We could limit to just under 45's to start with, we could adjust scripts to collect accurate telephone numbers, we could inform or opt-in each resident as we logged the repair, so they could be prepared for that post repair call. Maybe we could also ask if the customer thought they were satisfied, not satisfied or really satisfied, calling them with a follow-up for the last two.

I am really looking forward to getting this process started quickly, and so is that lady. I can see us feeding off each other to improve the repairs service and processes around it. Change is good. Improvement is good. To ask is good, and act on it afterwards. Make sure you act, otherwise you are just asking for asking's sake. Also, when your compliments do come in, don't just pin them on the staff noticeboard. Total them up and offset them against complaints, shout about them. They prove that you are doing things right. Now do more of it!

Read on to : Are you ready for Universal Credit HB Switchback in your area?

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You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Graham Parker and The Rumour - Dont Ask Me Questions.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Last Call 0845

If you do the Twitter thing, follow me at @hotpixUK

or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351

Just about every business, council, banking or insurance company these day seems to have an 0845 or other number that clocks up profit at your expense, while on hold.  If your organisation runs a customer service centre with a non geographic number, you need to be aware of some of the changes ahead, just over a month away.

Most housing organisations that I work with have already (or are) moving to an '03' style number. Residents are under enough pressure without having to waste money while on hold to their landlord. Many supplier helpdesks seem to have them these days too. Many of those might need to take note too.

During the winter storms, the Environment Agency justifiably came under fire for charging flood victims up to 41p per minute (via an 0845 number) to get through to the designated helpline service, and have since changed to a standard-rate 0345 number. They have also changed their general enquiries number from 0870 to 0370.

Shortly, it will be illegal to provide an 0845 number for a customer service line. From Friday the 13th June 2014, it will be a legal requirement that businesses provide a standard rate number for their customer service lines. That's one that starts 01, 02 or 03. This law has been passed to ensure that no customer is forced to pay an additional charge, frequently incurred with 0845 and similar numbers. This law was passed as part of “The Consumer Contracts Regulations 2013″ on 13th December 2013 (Part 4, section 41). More info here - https://www.gov.uk/government/uploads/... regulations-2013.pdf

Your customers & tenants may be within their rights to take such companies to court and successfully reclaim the excessive charges made to them. Trading Standards are also at liberty to get involved in bringing non-complying companies to justice. So check on your current arrangements, to put any telecoms changes into effect and communicate with your customers as soon as possible. Don't get caught out!

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect. Join as a follower here and don't miss any housing IT news and banter. have all that goodness delivered to you, as soon as its posted! 

Read on to getting your IT in motion:

http://tonysmiththathousingitguy.blogspot.com/2014/03/houses-in-motion.html

 
David Lee Roth - Last Call.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Housings Best Kept Secret, HousingsBestKeptSecret, Housing'sBestKeptSecret, Housings'BestKeptSecret, ImpactResponse, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , list of housing systems , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Southview, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas,Gaydon, Mobileworking, SAP, ERPSAP, SAPERP, forhousing, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

(not) 24 Hour Party People

If you do the Twitter thing, follow me at @hotpixUK

or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

I know many people who read my posts here, particularly in and associated with housing, are also active on Twitter. It’s becoming an important additional means of communicating with tenants, leaseholders and other customers, which these days can no longer be ignored. With some RSLs I work with, I am spotting new KPIs, relating to number of staff on Twitter, active users, monthly tweets, new follows and re-tweets. It's good to see housing associations taking that channel seriously.

Some landlords I notice, even capture repairs & complaints via Twitter, moving them sensibly to a DM, where issues can be moved on.

Only this week, we hear that Bromford Group are now only recruiting people to their Innovation lab, only via Twitter. See http://paulbromford.wordpress.com/2014/05/09/why-the-bromford-innovation-lab-is-only-recruiting-via-twitter/. Not surprising from one of the housing organisations fully out there on Twitter, but imagine that, your history, views and feelings about work, innovation etc, assessed not from your CV, but from your Twitter feeds?

I was talking with some staff from one of the more forward thinking Housing system suppliers last week about this. Software solutions are out there to automatically reply and filter received tweets or ones utilising defined hashtags/search terms. For example search Twitter for 'house plumbing landlord' which will give you a feel for the vitriol that can be whipped up. If a tweet is received, it could be filtered and an alert generated to a designated member of staff. One of the points of twitter is that it is a 24 hour / 365 phenomena. Also it is not the same as a website or a sales account.

I have many followers on Twitter at @hotpixuk and in general, the most active are those from people rather than organisations. E.G. person A at the CIH or person B at WM housing. If I had a complaint for Virgin Holidays, I might tweet the company, but then a personal Virgin twitter account will reply, probably to take that query off-line. The response will be timely too, maybe in minutes, certainly within half an hour. Twitter is expected to be immediate. If not, depending on the number of followers that complainant has, or hashtag used, others will reply quickly instead.

Housing Organisations who think their Twitter account can be only 9am-5pm weekdays, particularly mentioning that on their profile page, are missing the point and a massive opportunity. Tweets are public too. Its like shouting your issue with a loud hailer in the town square. I will not name any RSL tweeters, but go check your ‘corporate’ Twitter account, see if yours states 9-5. If it does, I suggest you look into it. Even worse, do you open the day with a “Morning, how is everyone today” and close the day with a “Have a good evening, everyone” tweet.

If a number of your staff are on Twitter, are they empowered to use their initiative to respond to a tweet to help? If they are, they can quickly provide outstanding customer service. Ask yourself are your staff enabled to do this? Do they need to go through a comms team and does it take hours or days to reply? Maybe you have too many rules in place? Alternatively should you not be trusting your staff more?

This great diagram from @hackofalltrades I think illustrates the dilemma well.



As can be seen, our problems probably do not relate to social media, they may relate to our organisations. In my experience, give people the tools to excel, encourage them, and they will deliver. Let them drive the bus and we might get to a really wild new destination. If they can't or won't maybe driving or riding on our bus is not actually their bag. *More methods of public transport are available....

A Twitter-storm can easily kick off in an hour or so with a few hundred or thousand people seeing the issue. Witness how fast the Easter Creme Egg for bedroom tax advice story, at V2C got around. Search Twitter for ‘Bedroom Tax Creme Egg’ and you will see how such a vast number of tweeters got in on the act. That included Joe Halewood (prolific bedroom tax tweeter), Rick CampbellInside Housing, BT UK, ITV News, 24Dash and about a thousand more.

Business and commerce is no longer 9-5, nor is housing if you are on Twitter. If you are not equipping, supporting and empowering your staff to go beyond the 9-5, maybe just the managers and directors maybe, then you are missing a trick. If your culture inhibits you doing that, best to leave Twitter until you can go beyond the 9-5. that's what everyone will expect.

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect

Related Post: I Want To Take You Higher

The Happy Mondays - 24 Hour Party People.

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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