The smart phones in our pockets, the tablets on our laps and the laptops on our desks, the software inside them, the web that connects them, and the online platforms built atop all of these, have transformed how we discover and consume creative content and services, and empowered many of us to express our creativity in ways that would have been unthinkable even only a few years ago.
In the sixth blog in our Destination Local series, Dave Williams from MyTown Media discusses how hyperlocal media has the opportunity to take advantage of the “media black hole” that exists in many rural areas across the UK.
Complaints provide the feedback from our consumers of services that we don't want to hear, yet provide the strongest source of improvement. At the same time 45% of consumers are unhappy with how their complaint is handled - so are we learning or ignoring?
We've been advocating for some time that governments should take evidence more seriously. Where possible, data should be opened up to public scrutiny, and policies should be tested to see whether they actually work. The recent announcement of new 'What Works' centres is an important step in the right direction towards more intelligent, and competent government.
Research from the Institute of Customer Service supplies signposts to how the public sector can invest to save in customer service.
In the fifth blog in our Destination Local Series, Grant Gibson, Digital Innovation Manager, Herald & Times Group discusses how OurTown has helped the residents of Johnstone to find a powerful and effective online voice for their community to share locally relevant content, develop skills and allocate resources. He looks at how this approach offered an instant means of connecting community groups, businesses and local services.
The publication of Nesta's report on complaints and innovation has prompted me to finally get round to writing up an idea.
In the fourth blog in our Destination Local series, Simon Zimmerman from The City Talking discusses some of the challenges that he faced when bringing local media to a younger audience.
The field of big data has been a triumph – and also a disappointment. It’s a triumph in that thousands of data sets have been made open to the public; that new industries have grown up around reuse of that data (particularly in fields like transport); that some forms of abuse and corruption have been revealed and contained; and that it’s quickly become conventional wisdom that (anonymised) public data should be open by default.
What providers can learn from the way in which online complaints and feedback platforms connect with people.
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