Has anyone got any experience of using Skype for repairs / general contact calls? I think it would be a great communication channel for tenants to contact us here at Herefordshire Housing but I'd love to hear from anyone with experience of implementing this, pitfalls, statistics etc. I've had some good response from Twitter but any more information would be much appreciated.

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Comment by Finn Woodhill on April 8, 2014 at 12:48
Hi Ben,

To follow on my tweet. I have been using Skype to allow residents who are volunteering as Digital Champions to contact me. Generally it has been an incoming calls and is only preferred by a few (oddly it is the less tech savvy - perhaps as it allows things to be explained clearer than over the phone). I think with more 'event' based Skype promotion it will become more popular as is definitely seen differently than phoning/email/text that they would do more out of the blue - not sure if this is a general view of Skype or age related (Hanover being 55+)

I usually email out times/days that I am available in the office which will lead to an increase in Skype calls. I plan to do group calls through Skype or Google Hangouts in the coming months as a way of holding focus groups with resident volunteers.
Comment by Ben Roberts on April 8, 2014 at 14:49
Thanks Finn and for your reply to my tweet. Great that you are having success with Skype as a communication method. I use it myself to take calls from our involved residents taking part in our digital inclusion project which sparked the idea of our contact centre using it as a communication method. Obviously some people will be more comfortable with it than others but as you said it adds that face to face element which you don't get with a telephone call.
Comment by Lisa Duffy on June 29, 2014 at 21:58

Hi I have been using skype with my customers during lessons.  We talk to other uk online centres in other areas of the country and share knowledge and best practice.  We use Skype to share information and to chat outside of lessons. We have a forum and we share information between one another.

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