Jon Cohen is the Vice President of Survey Research at SurveyMonkey. Jon Cohen has a long history of experience in surveys and research. Jon was the Associate Survey Director of the Public Policy Institute of California, Assistant Director of Polling Unit for the American Broadcasting Corporation News, Director of Polling for The Washington Post, the list goes on. Before he started at Survey Monkey, Jon was the Vice President of Research at the Pew Research Center, an independent research organisation. Jon’s experience in survey design is extensive. In this episode, you'll learn why you should think of research as a strategic investment, how do you get people to understand the value of research, why research is part of the process of effective content marketing, and how you should invest in research.
Kristen Kavalier is the Senior Director of Research and Analytics at Sprinklr, a social media software company valued at over US$1 billion. Kristen Kavalier has worked on technology projects for government, non-for-profits and the private sector as a Consultant, Manager, and Product Manager for Acumen Solutions. Previously, Kristen was the Vice President of Customer Relations for NewBrand, a social media intelligence company. NewBrand went on to be acquired by Sprinklr last year. Kristen’s expertise is in listening and understanding customers and citizens to help organisations make better decisions. This interview explores how the District of Columbia pioneered a transparent government by publishing the good, the bad, and the ugly feedback of local government agencies.
David interviews two people who are doing amazing work at the London Borough of Bexley. Anne-Louise Clark is the Head of Organisational Development and Internal Communication for the London Borough of Bexley and Ellen Care is the Internal Communications Officer. Anne-Louise and Ellen discuss how design thinking has changed the way their local government operates.
In this episode, you'll learn:
2:20 What is the Bexley Innovation Lab? (And how it is different from anything they have done before)
3:51 Why is design thinking different to government's business-as-usual? And what are the steps in design thinking?
6:35 How was design thinking received by the London Borough of Bexley?
9:25 A problem design thinking solved which traditional processes could not (and saved the Borough of Bexley money)
11:56 How to increase the use of government services
14:41 What is User Research? (And why it can be better than surveys and focus groups)
18:32 How do you know if you're solving the right problem?
22:20 How does design thinking change the way internal communications is run?
26:58 The struggles of getting government to adopt design thinking (and how you can overcome these challenges)
29:23 How User Research overcomes survey fatigue
Scott Alexander is the Digital and Content Marketing Lead at the City of Boroondara in Melbourne, Australia, a local government with a population of over 170,000 residents. Scott Alexander manages a team of 9 content creators for both internal and external communications. Prior to working for local government, he worked in content creation and social media management in the production industry for companies such as Madman Entertainment and Media World Pictures. Scott has written and produced multiple award-winning short firms. In this episode, you learn: the marketing funnel of local government, how to target content to the right part of the funnel, and the types of content and channels which are getting the City of Boroondara the best results.