Eduserv Symposium 2013 - Advice in the 21st century

@CitizensAdvice

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

2 2

Why are we doing so well?

The standard stuff

Some less obvious stuff

How fast can you get out of the blocks?

3 3

A simple mystery

We’re lovely (and trusted)

limited digital

sophistication

12.6m unique users

20% growth year on

year

4

Strangely, you can’t buy what we want off the shelf

4

Content tailored to user pro!les

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

Content tailored to user pro!les

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 !rst culture

6 6

Why are we doing so well?

The standard stuff

Some less obvious stuff

How fast can you get out of the blocks?

7

Traditional intranet

8

Personalised social intranet

9 9

policy expert

specialist journalist

10 10

policy expert

specialist journalist

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 in"uence

12 12

Why are we doing so well?

The standard stuff

Some less obvious stuff

How fast can you get out of the blocks?

13 13

making #CABlive @mikedixonCAB 300+ active accounts …a new engagement

800 social campaigners 1100 actions …a new role

@CitizensAdvice

making society fairer how to keep a 70 year old business model relevant today