Can social media improve service quality? #NCF2014

Last week I had the absolute pleasure to attend #NCF2014, the annual conference of the National Care Forum. This year’s conference saw a room full of Chief Execs, Trustees and colleagues from care provider organisations debating the eternal question of how best to focus on Bringing Quality to Life.┬áThe conference opened with this film, made […]

How to handle disgruntled customers – Ollie style

Last night I reached my tolerance of the First Great Western website’s new booking system and fired out a despondent tweet venting my frustration. You can read more about the concerns I have with this new system and the apparent lack of user testing (because I refuse to believe that anyone did test it) on […]

Social media and citizen engagement

Over the past week I’ve blogged an argument as to why people should be taking notice of social media and have also worked up a discussion of the analogy of social media as a vehicle, so today I thought it was time to consider what journey the social media vehicle could take us on, and […]

Social media: why you should take notice

Back in October I facilitated a workshop at the National Children and Adult Services Conference in Eastbourne. NCASC 2012 brought together leaders from across health and social care in the UK to discuss, debate, learn and network around the pressing topics of the day. There was much talk of the challenging financial situation, the (then) […]