Mike Dixon, Citizens Advice presents 'Advice in the 21st century: how to make a 70 year old business model remain relevant', at the Eduserv Symposium 2013: In with the new.

1. @CitizensAdvice
making society fairer
how to keep a 74 year old business model relevant today
@mikedixonCAB

2. 22
Why are we
doing so well?
The standard
stuff
Some less
obvious stuff
How fast can you
get out of the
blocks?

3. 33
A simple mystery
We’re lovely
(and trusted)
limited
digital
sophistication
12.6m
unique users
20% growth year on
year

4. 4
Strangely, you can’t buy what we want off the shelf
4
Content tailored
to user profiles
Integrated social
functions, including
peer to peer sharing
Assisted-digital-ready content driving
core processes across channels
Flexible digital
publishing
Truly accessible,
responsive design
Devolved content creation
and management
Easy out-of-box solutions
for local Bureaux

5. 5
Content tailored
to user profiles
Integrated social
functions, including
peer to peer sharing
Assisted-digital-ready content driving
core processes across channels
Flexible digital
publishing
Truly accessible,
responsive design
Devolved content creation
and management
Easy out-of-box solutions
for local Bureaux
5
agile approach / pruning into a new CMS / updated branding / digital first culture

6. 66
Why are we
doing so well?
The standard
stuff
Some less
obvious stuff
How fast can you
get out of the
blocks?

7. 7
Traditional
intranet

8. 8
Personalised
social intranet

9. 99
policy
expert
specialist
journalist

10. 1010
policy
expert
specialist
journalist

11. 11
SLOW WEB
Downloads,
projects,
serious pieces
TWITTER &
FACEBOOK
Amalgamated
feeds
INTEGRATED
TEAM AND
PEOPLE BLOGs
Pointed takes
on hot issues
TUMBLr
Snappy, rolling
short cuts,
including daily
data take
Provides dynamic ‘sidebar’ content
Gives intellectual steer and heavy content
Fast-moving digital content and debate is as important in our work
as more traditional forms of influence

12. 1212
Why are we
doing so well?
The standard
stuff
Some less
obvious stuff
How fast can you
get out of the
blocks?

13. 1313
making#CABlive
@mikedixonCAB
300+ active accounts
…a new engagement
800 social campaigners
1100 actions
…a new role

14. @CitizensAdvice
making society fairer
how to keep a 70 year old business model relevant today