It’s been a while since we’ve talked about what the overarching vision should be for our community, and while our community is in a good place at the moment, it’s always a good idea to set ambitious goals to make sure we’re the best we can be.
I've been doing a lot of thinking and research about this in the last few months to try and get all the ideas and thoughts we have seen together and unify it behind a vision for community. I would love to run you though where we are now, hear your thoughts and and see how we can bring it to life.
We have always been in the business of connecting people. We do that in two ways; through providing the actual mobile service to our members phones but also through our forum, social channels and pioneers where we try and connect with our members but also have our members connect with each other whether it is asking a question, collaborating on a project or just having a nice conversation.
As you might imagine, the part that excites me and everyone in the community team more is the second one, connecting with our members and providing a space for our members to connect with each other in a way that makes sense to them.
I believe there will be no surprises when I will say that our end ambition is for giffgaff to be known for its community as much as it is known for having no contracts. I would like us to take being ‘run by you’ to the next level and put a bit more focus on how we create the best environment we can. An environment where everyone feels welcomed regardless of who they are, there is always a conversation you can be a part of and have loads of opportunities to get involved and collaborate with other members as well as us. A place where giffgaff can be a state of mind as well as your mobile network.
So, considering all of that, we thought there are a few obvious areas that can help get us started on this journey:
- Labs: We know we need to regroup and see what does Run by you mean in today’s world when it comes to product development and we know you are all keen on being a part of the conversation so I will open up a thread shortly where I can share some ideas and observations i’ve gathered so far and jump start a convo of what we can do about it.
-Social help: Another focus that came after seeing all your feedback on it over time - we are in the process of recruiting 2 social educators and Henna is putting together a plan for how could this work and what can we do to make the most out of our help model when it comes to social channels, so watch this space.
-Inclusion: If we truly want to make sure everyone feels welcomed then we should make sure we open up the conversation around how we get there and what are the things we need to change or improve on whether it is our website or our forum. You met Uzma already and she will be the one to lead the conversation and ask for your thoughts.
-Social purpose: We have always believed in the power of people and doing mobile differently. There is more to us than just the service we provide. Now is the time to regroup, pull it all together and reignite this flame for us and our members. Ria will be speaking to you soon about that.
These are 4 chunky projects that we will be focusing on this year but there will be other bits that will pop up alongside them, like: Helper’s Toolbox, general improvements to our forum, increase the knowledge our helpers have around refurbished, charity nomination improvements, Knowledge base-ways of working after migration, helping the loyalty team gain insights into what Payback means for our members and how can we improve it and anything else that might pop up along the way. Did I miss anything here?
Hope all of this makes sense and gives you an idea of what we are up to. The next step is for us to open up threads about the various topics and start brainstorming and planning with you on how do we make all of that happen and what is the best way to involve everyone that is interested. So if you already have some thoughts on any of those and are ready to share, you will get a chance very soon.
This is a very condensed version of the vision, I did not include all other details as the thread would have been massive. There are so many thoughts, ideas and research we have done that I am happy to share with you to give you even more context.
Looking forward to hearing your thoughts on all of this,