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7 Digital Tools to Help Every Business

21 Jul

The whole digital marketing/social media/measurement thing takes time if you’re going to do them right – it’s one of the biggest things I hear people complaining about. But there are some excellent tools out there to make it a bit easier and also some quick wins you can do to increase your business exposure to customers.

So here’s a few digital marketer secrets!

Digital tools

Google is your friend – sign up for a Google account and you can set up the following:

1. Google Analytics
http://www.google.com/analytics

If you have a website you should be monitoring it; you can learn a lot about what marketing is working and who your customers are. All open source website platforms have some analytics offering but Google is king. Set it up right and you can monitor what channels are generating your web visits (social media, email, online adverts etc.)

You can also see what pages people are looking at, how long they stay, whether they’re on mobile, tablet or desktop. And all this can inform the rest of your marketing/digital strategy.

2. Google My Business
http://www.google.co.uk/business

What was called Google Places has been rebranded as Google My Business. You know when you search for something on Google and businesses in the area are shown on a map in your search results? That’s Google My Business. Sign up (it’s free) and you have an instant online sign post!

3. Google AdWords
http://www.google.com/adwords

There are two elements to search engine (Google, Yahoo, Bing etc.) marketing – search engine optimisation (getting your site on page one of the main area of search results), and paid search (the adverts that appear at the top and on the right in Google).

Google AdWords is Google’s paid search facility (Yahoo and Bing both have their own also). You can spend as little or as much as you want – that’s the beauty for small businesses. You set the budget! You may also hear this called Pay Per Click (PPC) – it’s the same thing.

The other good thing is that you can connect your AdWords to your Analytics account and see what keywords are most effective at driving customers to your site.

4. Google URL Builder
https://support.google.com/analytics/answer/1033867

If you do any online advertising (AdWords aside) you should be making sure the URL that accompanies the adverts can be tracked by Google Analytics – that way you can see how successful the advert is at driving traffic to your website and whether you should continue doing it, do less or do more.

This cool tool creates the unique URL for you.

Non-Google offerings include:
5. Hootsuite
http://www.hootsuite.com

Struggling to manage your various social media accounts? Hootsuite is one of a number of social media management platforms that can help.

You can create dashboards for each platform (Twitter, Facebook, LinkedIn, WordPress etc.) and set up ‘streams’ for all the things you want to see for each of those platforms. For example new followers, mentions, comments, replies, mentions of keywords.

You can also schedule tweets so you don’t have to always be at the computer or on your mobile when you want to send the tweet. Cool huh.

6. Klout
http://www.klout.com

If you ‘do’ social media you want to understand if all the effort is worth it. But how do you measure it? One way is with Klout, which measure your social media influence. You can link various platforms to it and track how your score goes up when people interact with you. It also goes down when you go on holiday without scheduling tweets!

7. Qwitter
http://www.useqwitter.com

Why would you want to know who’d unfollowed you on Twitter? Because it can give you an insight into who is finding you interesting (or not) and help you tailor what you say. If you post something and a load of people instantly unfollow, you know you’ve said something wrong!

It can also reveal people who have only followed you to get you to follow them (which is Twitter etiquette). If you keep an eye on this you can unfollow them if they are not appropriate to your business.

 

By Becky Reid, FIA Marketing Manager

Keep Social Honest

12 Jun

The Chartered Institute of Marketing has just unveiled its new campaign to encourage marketers everywhere to Keep Social Honest.
Keep Social Honest

The CIM recently did a survey with both marketers and consumers on what practices we think are acceptable on social media. The results were somewhat shocking; what marketers think is okay, consumers do not.
1 in 5 consumers have seen brands behaving unethically online. Nearly half of consumers questioned threatened to boycott businesses that manipulate social media. As marketers we have a responsibility to make sure we behave ethically across all social media platforms; if we don’t we will alienate consumers and we will run the risk of increased legislation.
The CIM has published a report with the full details from the survey. It’s well worth a read>>
And they have published the 10 Commandments of Social Media:
•    Define and capture the right policies for your organisation
•    Appoint and empower a champion and ambassadors
•    Embed social media policies internally
•    Share your social media position publicly (and proudly)
•    Adopt social media compliance as a professional development priority
•    Involve your employees in social media, but put signposts in place
•    Commit agency partners to shared ‘good behaviours’
•    Take an active role in the debate
•    Revisit your policies and standards (at least) annually
•    Commit to ‘no go’ practices
Read the detail of all these and more at the campaign website www.keepsocialhonest.com. Spread the word – we need to #keepsocialhonest

 

By Becky Reid, FIA Marketing Manager

Jackie Collins Existential Question Time

25 Apr

The Commercial Union claimed back in the 1980s that they ‘won’t make a drama out of a crisis’ which is a useful rule to follow in life given its sentiment is to deal effectively with a potentially catastrophic event and prevent its consequences from stretching to infinity. The CU was actually inaugurated back in 1861 following the Great Tooley Street fire in London which destroyed many warehouses and wharves along the Thames, with the existing insurance companies raising their rates and leading to local traders forming their own company. It merged with Norwich Union in 2000 to form the awkwardly-monikered CGNU before being renamed Aviva. We now have to put up with advertisements featuring Paul Whitehouse sending his comedic career on a downward trajectory by playing a series of unfunny idiots including a Welsh Goth, a Scottish ballroom dancer and someone who wanders around with a metal detector.

On the subject [just about] of acting, the longest dramatic performance according to the Guinness Book of Records is barely shy of a whole day and was a performance in 2010 of Ionesco’s ‘The Bald Soprano’ which is actually only a one-hour play but was repeated 24 times with the actors swapping roles. The audience were throwing toupees onto the stage long before the end. The Ensemble Theatre of Chattanooga has since beaten that in October last year with a 30 hour performance, oddly of the same looped play, so if you go to the theatre and you are advised of a long running time with no intervals, expect to see ’The Bald Soprano’ many times over.

If you’re looking for the longest single play, you may alight on ‘The Warp’ by Neil Oram which is a bum-numbing 22 hours but is actually a 10 play cycle performed continuously. We may have to end our search there, however, as no-one seems to have as definitive answer on what really is the longest theatre piece. As for the lengthiest continuous run of a play, it’s no surprise to find it’s ‘The Mousetrap’ which premiered in Nottingham in 1952 before starting a 22 year run at the Ambassadors in London and then on to St Martins where it continues to waste a perfectly good theatre. If you want to be difficult, you can claim it’s not an uninterrupted run as at the time of the transfer from the Ambassadors to St Martins, there was no performance on Sunday 24th March 1974.

There are, thankfully, shorter plays around and these include Samuel Beckett’s ‘Breath’ which the playwright indicates should run for about 25 seconds and which comprises breathing sounds bookended by birth cries and with the stage empty but for scattered rubbish. Its UK premier was in Glasgow in 1969, a tough crowd at the best of times and one that is renowned for leaving no turn un-stoned. I did attempt to see the play once myself but having dropped the little plastic spoon that came with my ginger and honey Loseleys ice cream, I scrabbled under the seat for it and missed the whole thing.

It’s perhaps no great surprise that the world’s longest and shortest performances by Ionesco and Beckett respectively come from the branch of drama termed the ‘theatre of the absurd’ which, according to Martin Esslin who coined the phrase, examines human reaction to a world devoid of meaning and controlled by hidden outside forces. This links to existentialism which takes the individual as its starting point and explores their position in a meaningless and absurd world and hence Ionesco and Beckett are often seen also as existential playwrights. And then of course we have existential nihilism probably practised by the Welsh Goth we mentioned earlier and it’s the one where you go into a café and ask for a coffee with no milk. The proprietor returns a few moments later and says they don’t have any milk so would you mind having it without any cream.

Jean Paul Sartre in 1946 described existentialism as a form of humanism while Albert Camus back in the 1930s played in goal for Universitaire d’Alger and when later asked whether he preferred football or the theatre replied ‘football, without hesitation’, thus marking himself out as a true man of the people. And he denied being an existentialist. It is tempting to think that much of life is played out as an existential nightmare, a common phrase that struggles to achieve real meaning rather like anything that a politician says or which appears on a job applicant’s personal statement. For me, it refers back to the description we saw earlier and defines a situation where things going on around us are out of our own control and appear ridiculous and devoid of meaning and there are no shortage of those types of scenario that we would readily place in that category.

Franz Kafka

Franz Kafka

And so we spend much of our lives as a modern-day Josef K from Franz Kafka’s The Trial who is arrested on his 30th birthday by two unidentified men from an unspecified agency for a crime that is also never specified. Of course, this wouldn’t happen in exactly the same way now because Josef K is the Chief Financial Officer of a bank and we know that those sorts of people are never arrested whatever the crime they may commit. But you get the idea. Nowadays, this lack of control by the individual in what becomes an absurd situation is manifest in a variety of circumstances that often include trying to deal with large organisations. I once bought a desktop computer and screen online from a company that shall remain nameless and when the screen failed to be delivered, the eye of suspicion fell on me before they conducted an investigation, during which time they did not replace the missing item and also lied about the existence of their complaints department. It was only when I referred to their obligation to complete the order in full within 30 days under the Consumer Credit Act that they sent the screen exactly 30 days after the original order was placed. I’m afraid it ended less well for Josef K.

This takes us nicely to the issue of bureaucracy and the cutting of ‘red tape’ that is a central tenet of the current government. This is a dual-edged sword because many legislation and regulations are there for a very good reason and there are certain areas in fire safety where we would prefer to see more such as mandatory third party certification for fire alarm and suppression systems. There are, however, examples where the processes themselves may be simplified and made more fair and transparent and changes to EU procurement law are one such example of this.

The European Parliament, in a rare moment of lucidity, has agreed a revised package of EU Procurement Directives which provides for more transparent, fair and competitive procurement across member states. The new regulation will apply unilaterally across the EU and take place 60 days after its OJEU publication. While the Directives have to be implemented into national law within two years, the UK government has indicated that some reforms will be introduced in England, Wales and Northern Ireland as early as this autumn.

The changes are intended to make public procurement simpler, quicker and less costly for both buyers and providers. Among the changes are new criteria for the letting of concession contracts and these will enable bidding authorities including Fire and Rescue Authorities to place more emphasis on environmental considerations, social aspects and innovation in a bid to make competition fairer and ensuring best value for money. It could also see contractors that do not abide by EU labour laws excluded from bidding and all of this is excellent news for suppliers that continue to demonstrate best practice across a range of business practices, not least the members of the FIA.

Red tape for bidders has also been cut back, reducing the administrative burden on companies by around 80% according to European Commission estimates. The clue is in the word ‘estimates’ as this figure, like most that emanate from political bodies, is clearly made up and with the added advantage that if what might be achievable can only be a guess, its improbable that anyone looking at the actual reduction in the future will be able to do so with any level of accuracy. But, to paraphrase Henry Rollins, ex-singer of hardcore punk band Black Flag, let our optimism wear heavy boots and be loud and look towards a real benefit here. Or we could return to Albert Camus who said that ‘in the depths of winter, I finally learned there was in me an invincible summer’. The new rules also encourage the division of contracts into lots, making it easier for small and medium-sized businesses to bid for contracts and this has long been a concern for our fire-fighting members vying for major Fire and Rescue Frameworks.

Folk artist Robb Johnson who hails from my own home town of Hounslow wrote a fantastic song called ‘6B Go Swimming’ about his time as a supply teacher and it features the line ‘it’s not a bad world, just badly organised’. This sums it up for me rather well as it identifies the inherent chaos of modern times while recognising the fundament of the human condition which is one of love for our fellow travellers as we hurtle through space at 107,000 km per hour on a rock made of various combinations of iron, oxygen, silicon and magnesium plus a few other elements. I could at this point drift into musings on entropy and the inevitability of chaos but I did that a few blogs ago so you’re all saved. I leave you, therefore, with the thought that when bureaucrats cut red tape, they often do it along its length rather than across but most of us operate on the premise of making things easier if we can for our ourselves and others. Alexandre Dumas in ‘The Three Musketeers’ says ‘the merit of all things lies in their difficulty’ which is a nice sounding quote but when you actually have a think about it, it’s complete nonsense.

 

By Dave Smith, FIA, FIRESA Secretary

Golden Platitudes

20 Mar

Reports are something that we become aware of at a relatively early age through the chalk-dusted medium of the school report and what is worse, while it is not a matter of public record, it is written specifically about you and is intended to be scrutinised by your parents. I seem to recall that mine were, at best, smattered with faint praise…’Smith has made a significant contribution to the school over the past year, regrettably none of it remotely positive’. On Biology: ‘He has an adequate grasp of unicellular organisms but his most notable achievement was surely to avoid arrest on the recent field trip to Camber Sands’. Chemistry proved eventually to be my thing but even with that ‘Smith has shown some encouraging signs but further progress is in doubt following the loss of the science block to the incident involving 15 car batteries wired in series, several sacks of ammonium nitrate and an old water tank filled with a lethal combination of hydrogen peroxide and industrial duty bleach’. I used to imagine the world and everything in it made of balloons so that I could do around deflating the school and the teachers before turning the pin on myself just to hear the immortal phrase ‘you’ve let the school down, you’ve let your teachers down and you’ve let yourself down’.

Reports in magnifying glass

Reports

As we progress through life, we soon realise that reports usually serve a valuable purpose that is somewhat greater than catalysing a heated family debate and resulting in being grounded for a fortnight. There is a general rule that applies, however, and it is summed up well by Winston Churchill when he said ‘the length of this document defends it well against the risk of its being read’. There must indeed be an inverse relationship between the page count of a report and whether anyone will even start to read it and, if so, how far they will get before reverting to that saviour of the weighty tome, the Executive Summary.

There have been several reports issued in the last year or so that have been of interest to the FIA Export Council and the first that I shall refer to goes back to April 2013 when the CBI published ‘The Only Way Is Exports’ which asserts boldly, if correctly, that UK exports have dramatically underperformed and have been instrumental in contributing to a trade deficit over each of the last 15 years. With UK exports almost halving as a percentage of the world market since 1980, it recommends, not surprisingly, renewed focus especially on high growth markets that includes the BRIC and MINT nations where other countries already have a far more impressive foothold.

The CBI’s other recommendations range from the eminently sensible to the more bizarre. Certainly, it’s quite right to place emphasis on several central government and UKTI initiatives that seek to place exports at the heart of our industrial strategy and put in place a viable tactical framework that assists both seasoned and fledgling exporters to achieve more in the global market. They also single out the need, as they put it, to ‘strengthen domestic supply chains’ which in normal parlance means that we should be making more of our own components and products rather than buying them in and selling them on. It starts to dip its toe in more contentious waters in my view when it calls for a lifting of restrictions on night flights and raises concerns on adherence to the Bribery Act, albeit that there are business implications when the straight bat of UK companies receives a curved ball in certain countries where corruption remains a way of life.

In October last year, the National Audit Office published its report ‘Supporting UK Exporters Overseas’ which examined the work of both the FCO and UKTI and, in particular, whether they are doing enough to realise government’s aim to double exports to £1 trillion by 2020. I’ve spoken of this target before [somewhat sceptically as you might imagine] and the NAO seems to agree, noting that exports have been flat over the last two years and that they must increase by 10% year-on-year to meet the clearly unachievable target. The ‘clearly unachievable’ is my bit but I suspect the NAO would agree as would any multicellular organism with any semblance of a nervous system.

Regaining ground will be a tough call because emerging markets are themselves increasingly bringing their own products to the world market, often with a lower cost base than their UK equivalents, and the erosion of our manufacturing capability leaves us in an intrinsically weak position to capitalise on the industrial goods demand of the less well-developed world. In 2011, the UK was second only to the USA in its export of services but tenth in terms of goods. There is also the thorny matter of the BRICs and other supposedly high priory export markets seeing their growth slowing and falling way below earlier estimates, contributing to a 17% fall in our non-EU exports.

The NAO report accuses the UKTI and FCO as having poorly-defined and misaligned roles in growing exports and lacking measureable targets. The report does feature some useful information on what these organisations do and how they might be more effective but it rather does what it says on the tin and attempts to audit internally rather than looking to the interaction of these bodies with the outside world. Given the paucity of KPIs as we might put it, the NAO report is left as more of a qualitative assessment than a quantitative one.

In January this year and undoubtedly in response to the NAO report, we saw the issue of ‘Open For Business; The Next Phase’ which reviews UKTI’s progress made against its Five Year Strategy launched in mid-2011 but which also initiates renewed focus in certain areas. In essence, government pledged to target export growth in small and medium sized businesses, provide focus on High Value Opportunities and build top-level strategic relationships, while the new document goes further in indicating enhanced support for SMEs, a widening of the definition of high growth markets, greater investment in ‘eight great technologies’ industry sectors and improving export finance.

My primary concern in all of this is how all the positivity radiating from UKTI and greater financial support for the UK’s export drive translates into tangible assistance for companies based in the UK, notably our wide range of SMEs. It would be wrong and certainly biased [see later] not to recognise a number of UKTI initiatives aimed at supporting SMEs, these including TAP funding and the Open To Export and Passport To Export schemes as well as a vast array of events across the UK. These are, however, aimed at individual companies rather than industry sectors collectively and their respective trade associations. A common thread in the export support discourse is to suggest that trade associations should do more to support their members in this respect but this requires government and its agencies to assist us more effectively. It is at this stratum where I believe that UKTI has started to lose direction and there are several examples that I have encountered where our links and material support from UKTI centrally have been cast adrift.

A further part of the problem I feel is that policy to boost UK exports places too much emphasis upon already huge multinationals selling into a few defined priority markets. It is often cited that our defence industry gains a 20% share of the global market as justification for continuing to support that sector, disproportionally as it turns out. Ann Feltham, a Liberal Democrat supporter, rounds on Vince Cable with figures that show that over 50% of UKTI’s industry-specific staff resource in 2010 was in defence when by her reckoning it accounts for only 1.5% of our total exports and 0.2% of our national labour force.

We would add to this a cultural difficulty in that UKTI centrally has always been and continues to be almost exclusively a government-to-government organisation in its ethos and hence its global activities, something that they readily admitted in a recent meeting I had with them. Again, defence is the main beneficiary of this while the great majority of business-to-business sectors fail to attract an adequate level of co-ordinated activity.

What we are experiencing, therefore, is a greater concentration of effort in a limited number of pre-determined sectors and markets, with SMEs in most sectors finding their own way through the range of often-chargeable services on offer. The FIA Export Council is not alone in having to reposition itself and look beyond UKTI in order to deliver its objectives but also to re-establish itself within the UKTI hierarchy.

Whatever report crosses our desks on its way to the recycling bin, we all must remain aware that there are few, if any, that are wittingly or unwittingly devoid of some element of bias. The dossier on the Iraq WMD threat clearly featured blatantly incorrect information and debate still simmers on whether the original evidence was ‘sexed up’, the Labour government at the time and Lord Hutton saying it wasn’t and pretty well everyone else thinking it was. The same jaundiced eye should be applied to all forms of communication in an age where so much can be transmitted and received and where there is not just more misinformation out there in absolute terms but also proportionally. It is just much easier in many ways to deploy abject nonsense into the media and, with the press going along for the ride, implant perceived wisdom across all four corners of the globe that has no basis in fact. In so many cases in the political arena alone, controlling the agenda comprises getting your version of the truth out first via friendly media and then repeating it at every available opportunity. It’s surprising how well this works and if challenged by inconvenient facts, you simply need the chutzpah to deny them. When Iain Duncan-Smith was questioned by John Humphrys about homelessness in the UK, he claimed the figures had ‘hardly moved’; official data shows it has increased by 27% under the current administration. In the same interview, Duncan-Smith claimed that the benefits cap had been responsible for getting 8,000 into work and when informed that the UK Statistics Authority had said this figure was unsupported, he simply replied ‘I believe this [my figures] to be true’. So that’s alright then.

The export-related reports we have referred to here can all be judged in relation to their sources and hence their ultimate purpose and inherent bias. The CBI casts a realistic eye on the challenge ahead, identifying problems and, in some cases, suggesting solutions but even then, their preferred solutions hint at the claim made in the documentary film ‘The Corporation’ that big businesses are basically sociopathic. The NAO is funded by parliament and so while their view on UKTI and the FCO is critical, it offers a rosy view on improvements already happening and so their report treads a typically neutral path of which they are often accused. The ‘Britain Open For Business’ document is a publication which, like most government pronouncements on UK exporting, is carefully positioned to reflect what it is hoped will be achieved rather than what is actually possible. This is the Ministry of Truth writ large in a world where 2+2=5 and in the Radiohead song of that name, ‘it’s the devil’s way now, there is no way out’ just may be true.

Anyone wishing to read an excellent critique of how the global media is subject to falsehoods, distortion and propaganda is referred to Nick Davies’ book entitled ‘Flat Earth News’. Actually, I’m currently in the throes myself of writing a mystery novel…or am I?

By David Smith, FIA Export Manager

The Year Of Purification

27 Feb

The term neoliberalism was coined back in the 1930s, fell from common currency in the 1960s and has made a dramatic return in more recent years. Its trajectory is not entirely different, therefore, to big band music provided that you count Jools Holland’s Rhythm & Blues Orchestra as a resurgence of the form. It describes the paradigm of governance in much of the developed world, including in the UK, and refers to the tendency towards privatisation, deregulation, free trade and a capitalist framework in which economies are driven by the market with minimal government interference. Despite miscellaneous free market crises, it has emerged unscathed as the political doctrine of choice and as unshakeable as a banker’s bonus.

Its effects are obvious whether it’s the recent sell-off of Royal Mail, the sale of the Fire Service College to Capita or the deregulation of the banks with the consequences we all know about. These are but a few of the ways in which successive government policy has impacted on the way that we live our lives, or what we might describe as the socio-economic consequences of the neoliberal monoculture. It would be true to say that it has had a profound effect on our Fire and Rescue Services and continues to do so and, in fact, 2014 has the potential to be at least the start of a radical realignment of the FRSs.

Cutters

Cutters

This is thankfully not intended to be a history lesson and so we shall leave vivid descriptions of the sucking worm engine [yes it really did exist], Green Goddesses and even the Fire and Rescue Act 2004 to the pages of Wikipedia. We do start, however, in 2005 with the then Labour administration’s National Procurement Strategy for the FRSs which was largely ignored by Local Authorities and which ably demonstrates national government’s inability to impose national policy upon local government. The Coalition government allowed the Strategy to wither on the vine in a ‘Yes Minister’ sort of way, not rescinding the still active  policy but certainly not supporting it either before eventually consigning the body set up to run it to the bonfire of the quangos and appointing administration of the resulting Frameworks to a private company.

This financial autonomy of the individual FRSs was reinforced in an operational sense by the 2004 Act [whoops, I wasn’t going to mention that] which assigned responsibility to each FRS to deliver services appropriate to local need and hence the arrival of the Integrated Risk Management Plan.

When the current coalition government came to power in May 2010, we were bombarded with a number of sound-bites that included ‘the big society’, ‘we’re all in this together’ and ‘localism’, only the latter of which has proved to have any real basis in government policy but it is a very important one given its impact on Fire and Rescue Services. This devolvement in decision-making from central to local government is something of a master-stroke strategically because if you’re cutting dramatically financial support to local authorities, what better than to wield the axe at source, leaving the Councils to make the difficult decisions about which services to curtail and, of course, to take the blame for it all. A further cause for trebles all round at Number 10 is that you don’t even have to deliver the cuts proportionally but decide which local authorities are to be effectively ring-fenced and which are to be hammered into the ground. Treatment of the Fire and Rescue Authorities is a key example of this as in the first year of the cuts 2012/13, Hampshire, Cheshire and Dorset were actually awarded small increases while most Authorities saw reductions of between 2-12% with the worst affected including Shropshire, South Yorkshire, Cleveland, Merseyside, Greater Manchester, West Yorkshire, Derbyshire and Humberside.

Ask pretty well anyone in our industry and they will point to a hands-off approach by this government in respect of fire safety policy and legislation and we might argue that this non-interventionist stance is in itself a policy. Indeed it surely is and we can quite readily relate what we have said already and what will follow as part of a neoliberal agenda, and it is no coincidence that the Department of Communities and Local Government is the most trimmed-back government department because it has so much less to do than it used to.

The ‘Fire Futures’ report was prepared by the sector and published late in 2010, featuring a host of recommendations that were considered by the then Fire Minister, Bob Neill. DCLG’s  response in April the following year discounted a handful of the recommendations then categorised the others into those that the sector itself may carry forward, those where the sector would be supported by government and those where government would act to ‘free the sector’. It is indicative of the arms-length approach of DCLG that they identified 22 ways in which they may unleash the sector, just 7 actions in which they may participate [but not lead] and a hefty 113 points that were handed back to the sector to progress as they see fit. The four Working Groups that contributed to ‘Fire Futures’ effectively coalesced into one, took FOBFO along with it and became the Fire Sector Federation in the middle of 2012.

This ‘power to the people’ as John Lennon and Wolfie Smith would have it [or ‘power to all our friends’ if you prefer Cliff Richard’s more laid-back tones] appears to be a good thing but there are difficulties here from both a fire safety and a Fire and Rescue perspective. The Fire Sector Federation has carried out some outstanding work but it is not government nor is it a government body and, as a result, has no legislative or regulatory jurisdiction. The problem with the FRSs is less that they cannot implement change but that they are principalities that function largely independently from each other and are therefore perpetually divergent, thereby proving the second law of thermodynamics that entropy [i.e. disorder] increases in a spontaneous change. Other examples would include the expansion of the universe and the fact that it was much harder to get carbon dioxide into a fire extinguisher than it is to discharge it while taking part in the office chair on wheels rally [don’t try this at home or indeed the office for that matter]. This individuality of the FRSs is a real problem both to the premises owner who may not be sure how their local FRS will respond to an automatic fire alarm and will find it will differ for branches of their business in different parts of the country and to suppliers to the Fire and Rescue sector who, for example, will have to spray paint the fire engine a different shade of red depending on who is buying it.

Fire and Rescue suppliers continue to operate in market conditions that are subject to an increasingly divergent and complex narrative and it is easy to understand the magnitude of the purely technical issues alone when taking the above example and multiplying it across a wide range of products and their specifications. We may add to this positive entropy the ever-growing and sometimes competing Framework contracts where supposed mini-contracts or call-offs from the Frameworks, far from being the simple processes that they were intended to be, simply act as a starting point for a full re-visitation of the terms and conditions of the original Framework. Then we have the evaluation of fire-fighting equipment by a multitude of FRSs at significant cost to both the manufacturer and each of the Services involved and certainly in need of rationalisation. As Edward de Bono [no relation to the U2 singer] has said, ‘dealing with complexity is an inefficient and unnecessary waste of time, attention and mental energy’ and I often ponder this myself when attempting to set the TV recorder.

If hope springs eternal, even the most impervious pessimist might concede that in the field of Fire and Rescue, there are signs of a more concerted and rational approach to their collective operations, albeit that it appears to be driven by pecuniary considerations as opposed to some mass psychogenic epiphany. As a pessimist myself or, as I prefer to call it, an informed optimist, even I am looking to 2014 as a year of purification where real progress can be made on several fronts. Much depends on the implementation of some of the discussion points featured in Sir Ken Knight’s ‘Facing The Future’ report [Sir Ken himself distanced himself from referring to them as recommendations] and there were indeed calls for greater collaboration within the FRSs, including on procurement and product evaluations, and more widely between the ‘blue light’ services. At the time of writing, we await government’s own significantly delayed response which will fall somewhere on a scale that goes from a strictly hands-off stance to a regulatory iron fist and while no-one is going to be placing any bets on the latter, a degree of proactive encouragement is possible and, in my view, welcome.

Already, we have seen DCLG commissioning PA Consulting to gather data on FRS procurement and strong interest from CFOA in progressing FIRESA Council’s proposal to develop at least a regional product evaluation regime. The runes, tea leaves, extrapolation methodology [there are, of course, two types of people, those that can extrapolate and…] or other predictive techniques seem to point to some measure of regionalisation within the FRSs and moves to attain some form of collaboration between the FRSs, ambulance and the police.

What we have, therefore, is a fragmented picture which looks a bit like Picasso’s Guernica but which we hope will turn out more like a Mark Rothko canvas if hopefully somewhat easier to comprehend and a bit less boring. In an earlier blog, our CEO, Graham Ellicott, referred to green shoots in the fire sector in an economic sense and I think the same is true of change in the Fire and Rescue sector to the extent that this year really has the potential to define a new direction of travel among our FRSs. We can only trust that the green shoots that we see emerging may eventually blossom and do not turn out to be bindweed or similarly strangulating foliage that simply acts to smother some initial good ideas and good intentions.

By Dave Smith, FIA FIRESA Secretary

Get Smarter About Your Marketing Emails

21 Jan

I attended a very interesting seminar last week on integrating (that word again) marketing emails with databases for better marketing returns and customer service. To be more precise it was on using the dotMailer email service platform and Microsoft Dynamics – two platforms I have been busy connecting and integrating over the past few months.

Whether you use these platforms or not you may find some of my take aways from the day useful, insightful and inspiring…

learning

Did you know?

34% of email users access their emails via mobile

So you should make sure your emails are mobile responsive! And not just your emails…make sure the relevant landing pages (whether on your main website or on a dedicated microsite) are also mobile responsive. Think your way through the whole process and make sure it meets the mobile customer’s needs.

The average value of an email address is £9.11

More than you might expect (it certainly was for me) so appreciate that value when a customer gives you their address. And use it with respect. And don’t forget that figure can help you calculate ROI on your email activity if you are focusing on gathering leads (a good email address is a lead after all).

61% of customers feel better about a company that sends them customised content and are more likely to buy from that company

Connecting your database/CRM and email systems will allow you to personalise beyond ‘Dear {first name}’. It will allow you to include dynamic content (as it’s known in dotMailer terms), which is when one email can reveal different content depending on how you have segmented your customers (e.g. by geographic location, interests or purchases).

Those three facts alone reinforced my belief that marketers should be focusing on integrating marketing systems to provide a tailored and relevant experience to each customer. If you want to know more about my thoughts and experiences then you can download my Joining the Dots Presentation (along with my Joining the Dots notes) I gave late last year at the Associations Congress on this very subject.

Oh and if you are looking for an email service provider I can recommend dotMailer and also Microsoft Dynamics as a CRM system that integrates with it.

By Becky Reid FIA Marketing Manager

Stop Press: FIA Social Media Activity Hailed as Best Practice

5 Jul
Caricature of Becky Reid, Marketing Manager

Caricature of Becky Reid, Marketing Manager

Earlier this year I was flattered to be asked to speak at the inaugural Association Technology Congress on the subject of social media (pronounced ‘meedya’ if you’re a true marketer!).

It would appear that people in the membership and association industry have been noticing what we’ve been achieving at the FIA and are keen to understand what and how we’ve done it. Organised by Association Resource, the Congress is one of a series being developed, and the day had a truly international feel with delegates and speakers from all over Europe and the Americas jetting in.

…Cut to yesterday and me wandering around a stage with a microphone headset on like some pop star eulogising about social media and how to integrate and measure it. For half an hour I ranted and raved about developing a strategy BEFORE you create your first social media account, thinking about what you’ve got to talk about, working out what your objectives are so you can then work out how to measure the success of your tweets/posts/shares/likes and generally giving some of my top tips for setting out in social media.

So here are my slides, although they won’t offer you much help being mostly visual aids while I wittered on. The supporting notes will sum it up better…

Association Technology Congress

Association Congress Presentation Notes
I hope this gives some help to anyone still uncertain about using social media in business – if you want to know more feel free to email me at breid@fia.uk.com.

Becky

Learning more about the FIA

17 Jun
Caricature of Monica Keats

Above: Monica Keats Caricature

In an effort to make fire safety advice more accessible we’ve produced three informative videos which have been released throughout June.  I’m pleased to say that these videos have been well received and today, last but not least, I’ve released our final video – An Introduction to the FIA.

This video is a short (but sweet) explanation of why trade associations are important and what the FIA can do for you. By coming together we can give fire protection companies a loud voice through lobbying activities and Standards committees.

With contributions from CEO Graham Ellicott, Compliance Manager Vicky Keeble, Training Manager Ian Gurling and Sales Manager Michael Gregg – the video highlights our wide range of training courses, membership benefits and services to help members become Third Party Certified. Our main criteria for membership is Third Party Certification which helps up to guarantee that FIA members are a cut above the rest but also encourages other companies to aim for Third Party Certification.

So, why not watch now and find out more about who we are and what we do:

If you missed our other video releases see:

Construction Products Regulation: Is this the end of quality marks?

Fire Risk Assessments: An Introduction

By Monica Keats, Marketing Communications Executive

If anybody nos what this is, step forward

25 Feb

A bad pun, I know, but it sums up a broad problem.

If you’re aware that the National Occupational Standard (NOS) for Electronic Security Systems has successfully undergone its periodic review, been accredited by UKCES and that it includes detail for electronic systems in the fire sector as well as security, raise your hand. If you’re not familiar with any of these points you’re certainly not alone.

National Ocupational Standards Logo

To clarify, NOS are a set of standards drawn up by Sector Skills Councils in consultation with industry practitioners that aims to set out the knowledge and skills required for an individual to do their job. They are relatively broad brush in both the range they cover and their detail but provide a common starting point for qualification setting, training needs analysis and career development planning. The problem is that much of the industry which NOS serves is entirely oblivious to its existence. As a result without justification, particularly through use, the will to maintain NOS will wane until eventually it is discontinued.

Now, there will be many out there who say if we’re not using it anyway, where’s the problem? In short the main user of NOS are the awarding organisations setting qualifications for vocational and higher education. Without NOS we wouldn’t have a common understanding of what job roles require.  Without NOS we wouldn’t have NVQ or QCF qualifications, in turn no apprenticeship.

Without NOS training providers will either have to draw industry consultation groups together, increasing costs, or rely on in-house levels of knowledge and understanding, reducing the quality of learning available.  Without NOS job descriptions would be locally subjective making it harder for both employers and employees to fill vacancies.

By Ian Gurling, FIA Training Manager

Energise your buildings

1 Feb
Vicky Keeble Caricature

Above: Vicky Keeble

I was recently given the opportunity to attend a 2Degees Live event, ‘Raising the Energy Performance of Your Property, which I attended last Friday. 2Degrees Live events are run by the 2Degrees network which is a forum for companies and individuals to communicate about sustainability issues.

It was a very energetic event and really showed how cooperation between people from different sectors and organisations can work for the common good. A teammate from the day mentioned that they thought that this open and honest collaborative effect seems to be more widely and enthusiastically used within the sustainability community; where the benefits are shared for the planet, and it’s not just about improving a business for commercial reasons.

The presentations and discussions that we heard were valuable in learning about other businesses’ experiences of using various technologies to reduce their energy use and looking at the more radical ideas of selling light as a service, rather than light bulbs as products, which is a business plan that Phillips is moving towards. The Environment Agency has also taken the decision to not heat their offices above 19°C or cool below 24°C, which has required effective staff engagement.

One of the many points I took from the day was that buildings need to have some sort of assessment (not necessarily complicated, but appropriate to the building type) to look at how a hierarchy of measures can be implemented. This can start with making the more affordable energy savings and efficiencies (turning lights, printers and equipment off, turning the temperature down in the office) before putting in appropriate technologies according to how you use energy.

Our member companies could consider how they might make energy savings through staff behavioural change and implementation in new technologies. Here at the FIA we are putting in a more efficient lighting system (using LED panels instead of the old fluorescent tubes) and we’re currently looking at the feasibility of solar PV panels for electricity. What we could improve on is encouraging staff and visitors to reduce energy use, to ensure that these measures aren’t mitigated by people’s belief that by implementing these technologies, the burden of responsible energy use is taken off their shoulders.

Vick Keeble, FIA Compliance Manager