Like many organisations, we have been gradually moving away from printed materials, such as leaflets, towards digital methods of communication, such as social media.
There are several reasons for this. We can reach people much more quickly using email, so communication will be more frequent as well as relevant. It will save our customers money, as the cost of design, print and postage is many times that of creating and sending an e-newsletter. It will also help to reduce our impact on the environment.
See our previous editions of 'working together' magazine here.
We wanted to make sure that customers were involved in the new format, as they will be the audience for the updates. We wanted to understand what they would like to hear about, how often and what their email habits are.
Thank you to everyone who took part in our focus group, which was held on 27 February 2020 at our office in Trowbridge.
We will ensure that all customers who will not or cannot use email will receive a physical version of the updates.
We used one of the focus group's suggestions for a name for the new digital updates in a poll on social media.
We were planning to launch the first update in late March 2020, just as the coronavirus outbreak took hold, so it was postponed.
However the focus group feedback was invaluable in guiding how we communicated with customers during the early days of the crisis, both via email and other means.