The document discusses the future of settlement work and the role of social media and technology. It outlines 12 core values of settlement work and a client bill of rights. It then discusses ideas around modernizing settlement services, including common contracts, outcome-based performance, flexible funding, and ensuring services are accessible, continuous, and responsive to client needs. The role of social media in connecting individuals, sharing knowledge, and engaging communities is explored. Challenges with funders' perspectives are also noted.
2010 ISAP Conference 2010 Using Internet and Social Media in Immigrant Settlement Work
1. The Internet and Social Media What's the future of settlement work? http://www.flickr.com/photos/tyla/2613836330 Marco Campana, OCASI @marcopolis ISAP Conference 2010
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7. 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.
10. Innovations Now: JSW, Newcomer Information Centres, Settlement Workers in Schools, LINC, Orientation materials Library 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 and Referral System, Occupation Specific Language Training – OSLT, Employment Related Services, Welcoming Communities, Capacity-building (focus on governance and needs assessment)
13. 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?
15. 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
16. Why Social Media? It’s happening now . With or without you. The people you want to reach are already using it.
17. “ 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
30. A service evolution doesn't happen when we adopts new tools. It happens when we adopt new behaviours (to paraphrase Clay Shirky) .
31. 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.
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33. 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?
34. 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!
35. Can you solve your social media problem by hiring a new generation of employees?
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37. It isn’t an age thing. It's a skill, attitude, innovation thing. And, that's ageless.
40. Be open to the possibilities of how technology can serve our work (instead of the reverse). Now, more than ever before, this is possible.
41. 1. Listen Up! 2. Target your audience 3. Develop an active idea 4. Produce engaging content 5. Distribute your content 6. Get social Engaging Online: A 6 Step Program http://www.fenton.com/watta/
How can you create a learning, innovative, welcoming organization? How can you leverage the strengths, differences and divides to build something better?
Word Association - What do you think of when you hear Gen Y?
How can you create a learning, innovative, welcoming organization? How can you leverage the strengths, differences and divides to build something better?
How can you create a learning, innovative, welcoming organization? How can you leverage the strengths, differences and divides to build something better?
Listening: Knowing what is being said online about your organization and the field you work in. You can listen with google alerts, technorati, twitter, and RSS readers. Key skill is pattern analysis. Link listening and analysis to decisions or actions. About 5 hours a week once you learn how to use the tools and make listening a daily habit. (5 hours per week) Participate: Is joining the conversation with your audience. By making a human connection with people online, you can influence their perception of your brand and help them find meaningful, relevant ways to support your mission. Tools to help you participate are Twitter and Co-Comment. You can also participate vicariously through bloggers by encouraging them to write about your organization. (10 hours per week - also includes listening tasks as they go hand-in-hand) Generate Buzz: Your raising your organizations profile and spreading awareness of your organization's programs or campaigns. What happens is that you share your message with enthusiastic supporters and they in turn may choose to pass it to others with a similar a interest in your organization or campaign. But first, you have to build trust, credibility and -- most importantly -- a relationship with those who might interact with your posted content. Buzz tools include FriendFeed, Twitter, StumbleUpon, and Digg - and of course you add many others to this category that are found in other categories. I'd also include your individual social networking profile which can be a great way to spread buzz (or spread yourself too thin.) (10-15 hours per week - also includes some listening tasks) Share Your Story: You share the impact of your organization's programs through blogging, podcasting, sharing photos on Flickr, or YouTube or other video sharing site. Once you have content created through these methods, it can be easily shared using the buzz tools above through social networks. But even better is getting your constituents to share their stories about your organization with others (which takes more time because it is more in the community building area) (15-20 per week depending on the type of content, number of different ways you're creating it, and skill) Community Building and Social Networking: You build relationships online, nurture a community, engage people and inspire them to take an action, or raise money using social networks and apps. If you want to build an online community for knowledge or skill sharing, using social network tools like Ning or LinkedIN will help you get there. If you're looking to engage and inspire new supporters, setting up an organizational presence on one of the larger social networks like Facebook or MySpace is the best step. Finally, consider how you can mix in fundraising. Note, this step goes beyond just setting up your individual profile or creating a fan page or profile -- to get results in this category - it requires heavy lifting. I wouldn't advise an organization to start here ... (20 plus hours a week) http://www.flickr.com/photos/cambodia4kidsorg/2906235414/ http://farm4.static.flickr.com/3027/2905389559_d3ec3e6530.jpg
