The Internet and Social Media
What's the future of settlement work?
http://www.flickr.com/photos/tyla/2613836330
Marco Campana, OCASI@marcopolisISAP Conference 2010
Our Focus Today
• Intro• Looking back before we look forward• Social Media – the pitch• Some great• It’s not just about technology• Should you hire a new generation of
employees?• Time• Orgs and Funders
1) Services are accessible to all who need them.
2) Services are offered in an inclusive manner, respectful
of and sensitive to diversity.
3) Clients are empowered by services.
4) Services respond to needs as defined by users.
5) Services take account of the complex, multifaceted,
interrelated dimensions of settlement and integration.
6) Services are delivered in a manner that fully respects
the rights and dignity of the individual.
12 Core Values of Settlement Work
Canadian Council for Refugees
12 Core Values of Settlement Work
7) Services are delivered in a manner that is culturally
sensitive.
8) Services promote the development of newcomer
communities and newcomer participation in the wider
community and develop communities that are welcoming of
newcomers.
9) Services are delivered in a spirit of collaboration.
10) Service delivery is made accountable to the communities
served.
11) Services are oriented towards promoting positive change
in the lives of newcomers and in the capacity of society to
offer equality of opportunity for all.
12) Services are based on reliable, up-to-date information.
1) Anonymous and/or confidential access to information.2) Be empowered to the extent possible.3) Assistance based on the inquirer's personal value
system.4) Treatment based on respect and sensitivity to cultural,
generational and age/disability related differences.5) Self-determination and the opportunity to access the
most appropriate service available in the human services system.
6) Accurate and comprehensive information about services.
7) An appropriate level of support in obtaining services.8) A grievance procedure if they feel they have not
received satisfactory service.
Client Bill of Rights
Alliance of Information & Referral Systems
Help people explore and make the most of what they need.
Communicate and connect with people.
Connect them with the information and people they
need.
Be Trusted Sources.
Do it all WITH our clients, not TO them.
Settlement Modernizatio
n
Operating Vision
9
» Common Contract – Outcome Based Performance
» Flexible funding model to support innovative and dynamic programming
» Capacity building» Report results and trends / needs
Service Provider Perspective – Strategic partnerships with other service providers/responsive to emerging needs
Local needs addressed through local planning and community-wide coordination (LIPs, RNEN, Local Labour Market Planning tables)
Ministry Perspective – Government priorities; oversight and policy development
Client Perspective – Continuum of services; no eligibility gaps; alignment with core programs (e.g. health, education, housing, employment)
» Immigrant Services – clear entry points/access to services/multi-channel
» Multi-service locations/province-wide coverage/services mobile and dynamic
» Deliver immigrant services based on defined client needs & outcomes
» Refer to other support services as required
» Manage provider relationship» Monitor performance» Develop streamlined processes to
support integrated service delivery
Innovations Now:
JSW,Newcomer Information Centres,Settlement Workers in Schools,LINC,Orientation materialsLibrary Settlement Partnerships,Youth-centered programming,Professional Development conferences for IEPs,Higher level language training, LT in the workplace,Occupation-specific language training,Local Immigration Partnerships.
Future Innovations:
Enhancing pre-Arrival Services, Coordinated Language Assessment andReferral System,OccupationSpecific Language Training – OSLT,EmploymentRelated Services,Welcoming Communities,Capacity-building (focus on governance and needs assessment)
Social Media
12
What if increased use of online tools could save us time, free us up to do more
interesting work, get us the information we needed to do our jobs and engage our
community more efficiently, effectively?
Working Smarter?
Silos
Synergies
http://www.flickr.com/photos/dailypic/1459055735/
FROM
knowledgeable individuals
ad hoc information sharing, if at all
short-term knowledge capacity
Less than optimal performing organization
TO
knowledgeable individuals and organizations
Information and knowledge sharing
systematic, formal, strategic sharing
generating new knowledge
continuity in knowledge retention
tools and processes to support an even better performing orgs
RESULTS IN
greater access to information
better program planning & delivery
more effective and efficient service to clients/members/stakeholders
better partnerships with service providers and stakeholders
stronger organizational systems
Why Social Media?It’s happening
now.
With or without you.
The people you want to reach are already
using it.
“Among people born in Canada, 75% used the Internet,
compared with 66% of those born elsewhere.
However, the rate was 78% among immigrants who arrived in Canada during the last 10 years. Most of these recent immigrants live in
urban areas.” Statistics Canada
39,778 members
50,932 members
1,502 members
17,538 Members
and many more...
eLearning
Online Video
Learning Portals
Current Examples
5 Pillars• Ease of Use (tech becoming boring, easier)
• Trusted Networks (that's you!)
• Everyone Can Publish (if you can send
an email, you can use social media)
• Actively Passive (set it and forget it – well,
almost)
• Media Rich (use pictures, video to inform, educate,
serve)
Social Media
Your Org Here
Your Service Platform
Other?
It’s Not Just About the
Technology
A service evolution doesn't happen when we adopts new tools.
It happens when we adopt new behaviours (to
paraphrase Clay Shirky).
Connect and integrate your online work with your offline work
For e-service delivery, technology is valuable when it complements or maximizes a relationship currently in progress.
Important principles:
• No loss of human service interaction with clients
• Minimal increase in workload for staff; instead, a change in how we do our work with some of our clients
• E-services must complement existing services
• Online work must contribute to meeting client service targets
• E-services is not for all clients• Privacy and confidentiality are essential• Maintaining a high level of client-centric
service focus
How can we complement existing service delivery to offer clients another way to get help?
Can on-line, interactive access to and connection with counsellors, information, mentors and advisors, peers, and other learning resources be part of a service solution?
Service Evolution: S.Org Example
The site started with a discussion forum. No uptake. Took it off the site.
We responded to emails from site users. 1 to 1.
We were getting very similar emails from multiple people. Started creating form emails. 1 to many - kind of, but not really.
Trend increased. We brought back the discussion area. Posted the question and answer, then email them back with the address where their answer could be found. 1 to many.
Eventually, we restricted the places where people could send us email, and directed them to our discussion forum to ask questions. Discussion forum membership and postings increased. No one was answering questions but us. All postings were moderated (funder pressure, very much the right decision!) Still 1 to many.
At some point, after some time, for some reason, people started not only posting questions, but also answers!
Some users became frequent contributors, site experts.
Some threads now include dozens of replies, thousands of reads. Some of them are not even questions, but discussions about experiences, opinions on issues, etc. We have a full time discussion area facilitator. We could use another!
Can you solve your social
media problem by hiring a new
generation of employees?
36
It isn’t an age thing.
It's a skill, attitude,
innovation thing.
And, that's ageless.
They bring• Energy• New Skills• Attitude• Creativity• Innovation• Facebook• Social media
You have• Experience• Structure• Awareness• Community• Introspection• Face time• Social connection
New Hires
It’s Not Just About the
Technology
Be open to the possibilities of how technology can serve our work (instead of the reverse).
Now, more than ever before, this is possible.
1. Listen Up!2. Target your audience3. Develop an active idea4. Produce engaging content5. Distribute your content6. Get social
Engaging Online: A 6 Step Program
http://www.fenton.com/watta/
How much time?
Orgs and Funders• Lack of control and
understanding• Banning access – social
media as waste of time• Reportable stats (the all
important PR Card number)• Do funders get this?
The future of settlement work is
a culture of innovation,
creativity, learning, serving.