In this series of podcasts, we’ve been hearing advice from experts and talking to voluntary organisations about what they’re learning and how charities can make use of digital and tech to reach and help people.

In this final episode, Ross McCulloch and Maddie Stark chat through their highlights from the season.

Resources mentioned:

SCVO Digital

Beth Kanter on remote working

Lou Downe on Service Design

Sarah Richards on Content Design

Connecting Scotland

DigiSafe

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You can find the main COVID-19: Digital service delivery for charities hub here.

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Advice and information charities have made a seismic shift from frontline in-person services to online channels during the Coronavirus outbreak.

In this podcast, Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with Stuart Pearson and Kate Wallace,  who talk us through the culture shift required to move advice and information online, looking at best practices in how advisors now work with service users online.

We highlight some of the digital tools and channels used including how online self-help such as website content, bots and more is an integral part of the jigsaw.

Speakers:

Stuart Pearson, Chief Digital Officer, Manchester Citizens Advice Bureau.

Stuart explores how Manchester CAB uses a variety of tools for online advice and information, including Twilio, SMS, WhatsApp, Facebook Messenger and bots.

Kate Wallace, CEO, Victim Support Scotland.

Kate joined Victim Support Scotland as Chief Executive Officer in 2017. Prior to VSS, Kate led Visualise Scotland, a service delivery charity that provides services to people living with disabilities and complex needs from across Scotland.  Kate is talking about the move to delivery service model, and live chat.

Key resources from this week include:

SCVO Information on Service Design

We Are With You (Formerly Addaction) 

Conversocial

Twillio

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You can find the main COVID-19: Digital service delivery for charities hub here.

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It is a common misconception that accessibility is all about those with limited vision. Making a website or mobile app accessible means making sure it can be used by as many people as possible.

Making your charity's website more accessible also means you will be following best practice with mobile web design, usability and SEO (Search Engine Optimisation). This improves your search engine results and makes for a faster user experience that can be experienced by everyone.

In this podcast, Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with Gareth Ford Williams, Head of User Experience Design at the BBC, where he took us through 10 benefits of accessibility and how the BBC builds their products with accessibility at the core.

Key resources from this week include:

BBC GEL (bbc.co.uk/gel) 

The BBC's shared design framework. A system of reusable interaction patterns used to assemble the BBC's entire online output.

GEL for developers: bbc.github.io/gel

Accessibility Tools & Guidelines

Web Content Accessibility Guidelines (WCAG)

A simpler user-friendly checklist of the WCAG guidelines is available at the a11y project

Check the contrast ratio of different colours on your website 

Further reading/viewing

SCVO - Step-by-step info to get started 

This years ID24 conference

Recent SCOPE study

The social model of disability

Content Accessibility Guide from Sarah Richards at Content Design London

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You can find the main COVID-19: Digital service delivery for charities hub here.

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In this episode we will be taking a deep dive look at DigiSafe, the new free step-by-step digital safeguarding guide for charities.

The DigiSafe guide helps you build safeguarding into each stage of your journey into digital services; building foundations, assessing risk, applying principles, designing for safety and educating everybody.

Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with four of the creators of the guide who talk us through the key principles and how to use the guide.

Speakers:

Charné Tromp, CAST

Joe Robertson, Working with Joe

Jo Sharpen, AVA (Against Violence and Abuse)

Cordelia Ruck, AVA (Against Violence and Abuse)

Key resources from this week include:

DigiSafe 

AVA’s original resource pack

NSPCC course on how to recognise signs of abuse

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You can find the main COVID-19: Digital service delivery for charities hub here.

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In this episode, Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with tech privacy and ethics expert Ivana Bartoletti.

Ivana is a sought-after international commentator on headlines stories where the tech economy intersects with privacy, data law and politics. In 2019 Ivana was awarded ‘Woman of the Year’ in the Cyber Security Awards in recognition of her growing reputation as an advocate of equality, privacy and ethics at the heart of tech and AI. In her day job, as Technical Director for Privacy at Deloitte, Ivana helps businesses harness the data they hold and is passionate about privacy and ethics by design in AI, the Internet of Things and blockchain technology. In May 2018 Ivana launched the Women Leading in AI Network, an international lobby group of women advocating for responsible AI, garnering mass interest from international institutions. Ivana is co-editor of the Fintech Circle’s AI Book on how AI is reshaping financial services, and published her first book, ‘An Artificial Revolution: on Power, Politics and AI’ last May. You can find out more from her website

Key resources from this week include:

Ivana’s book

Nesta - Artificial Intelligence

ODI - The Data Ethics Canvas

Gov.uk - CDEI AI Barometer

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You can find the main COVID-19: Digital service delivery for charities hub here.

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This week’s podcast covers the topic of Flexible and "no code" technology..Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with experts who have been building services using no code solutions.

They discuss how charities can harness the power of technology to automate repetitive processes, free up staff time and deliver better service.

We explore existing tools which you can use to build powerful solutions to your existing problems. These are called “no code” tools as they require little or no technical knowledge, and definitely no coding, with many using simple drag and drop components. We will explore some key 'no code' concepts and we will look at a few simple tools, such as IFTTT and Zapier.

Speakers:

Max Haining - 100 days of no code

Ian Delworth - The Lens

Lizzie Wrobel - Sue Ryder

Russell Findlay - Speakers Trust

Key resources from this week include:

No Code Tools:

Zapier 

IFTTT

PieSync

Landbot

Glide

Carrd

Airtable

Gyana

Webflow

No Code Articles

Where next for no-code?

WebfFlow - The no code revolution

The Future is No-Code

#NoCode Future

Zapier - How it works

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You can find the main COVID-19: Digital service delivery for charities hub here.

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This special DigiListen is all about Good Services with service designer and author Lou Downe.

Most of the services we use every day are not designed to meet our needs. In fact, most of the services we use every day weren’t designed at all.

In the rush to create new and innovative experiences, many services today have overlooked the one crucial thing we need from them: to be able to do what we set out to do with as little friction as possible.

In this episode, Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with Lou, looking at how you can design services that work.

About Lou Downe

Lou is Director of Housing and Land transformation for the UK Government, based at Homes England.

Former Design Director of the UK Government, and founder of service design in the UK Government

Voted one of the UK’s top 50 creative leaders by creative review and one of world’s 100 most influential people in digital government by Apolitical.

Key resources from this week include:

Get the book - Good Services: How to design services that work

The Principles - 15 Principles of Good Service Design

Service Design in Crisis - 10 principles for design in a crisis

CAST - Service Design for Charities - 10 digital design principles to help UK charities build #BetterDigitalServices

Scottish Digital Academy Training - Service Design Champions

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You can find the main COVID-19: Digital service delivery for charities hub here.

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Understanding your data can give you a competitive edge. Our focus for this episode is all things data. Ross McCulloch and Maddie Stark chat through highlights from our Zoom call with experts, looking at how to use your existing data to make decisions.

Speakers:

Brian Hills, Deputy CEO & Head of Data, The Data Lab

Brian has 17 years experience in analytics and software engineering, across domains including Telecoms, IT and Digital.

Steve MacLaughlin, Vice President of Data & Analytics - Blackbaud

Author of the highly acclaimed book Data Driven Nonprofits, Steve has spent 20+ years driving innovation with a broad range of organisations.

Giselle Cory, Executive Director - DataKind UK

Giselle oversees the running of DataKind, empowering the community of volunteers in their use of data for social good.

Key resources from this week include:

The Data Lab - Full Circle Case Study

Data for Children Collaborative - Impact Collaborations 

The Data Lab Master Programme

Steve's book - Data Driven Nonprofits

Citizens Advice Live Tracker

Why we’re calling for a data collective - The Catalyst blog

How we’re working to transform the way we work with data - Citizens Advice

DataKind UK - Programmes

Driving Value from Data - Future Learn Course

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You can find the main COVID-19: Digital service delivery for charities hub here.

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This special DigiListen is all about working better during Coronavirus and beyond.

We are joined by Bruce Daisley the author of Sunday Times No.1 Business Bestseller 'The Joy of Work: 30 Ways to Fix Your Work Culture and Fall in Love with Your Job Again' 

Bruce Daisley is obsessed with making work better. He has dedicated the last few years to chatting to the leading experts in workplace culture - and using evidence to find a way to improve it. As the former European Vice-President for Twitter and current host of the UK’s number one business podcast, Eat Sleep Work Repeat, Bruce is in the centre of the debate about the way work and communication is evolving.

And by Ally Hunter, Development Director of Be More Human. Ally is passionate about evidence backed innovation in human behaviour and leadership.

Key resources from this week include:

Bruce's newsletter 

Jo Cox Commission on Loneliness - A Call To Action

VIA Institute on Character 

The Permah Wellbeing Survey

Automattics tools for remote working - case study

The Silent Meeting Manifesto

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You can find the main COVID-19: Digital service delivery for charities hub here.

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Charities have been designing services for years. Whether digital or in-person, good service design ensures people are supported and empowered to actively participate in the definition, design and delivery of the services they access. New approaches give simple techniques and processes to involve beneficiaries, staff, volunteers and partners in even more effective ways.

Here, Ross McCulloch introduces highlights from our Zoom call with global experts in the service design field.

Our speakers include:

Tom Norman - Head of Service Design, Barnardo's Innovation Lab

Tom has worked in the design space for 25 years, the last 6 years being dedicated to designing services for people and vulnerable communities within the public sector and charity space.

Cat Macaulay - Chief Design Officer, Scottish Government

For over 25 years Cat has helped people and organisations learn to make sense of the social world, and put that sense to work in product, service and technology design and innovation contexts.

Ben Holliday - Chief Design Officer, FutureGov

Ben has over 20 years experience of design, working extensively with public sector, not-for-profit, charity and arts organisations.

Liam Hinshelwood - Senior Service Designer, Snook

Liam will be sharing his years of experience working in the field of service design with us. Liam will focus on how to run remote sessions with users.

Key resources from this week include:

Barnardos - The 5 Es framework

The Catalyst - Working alongside young people to help them deliver peer-to-peer support

Barnardos4U Google Folder

Gov.scot - The Scottish Approach to Service Design (SAtSD)

Accessibility.scot - Accessible public services - Are we there yet?

SCVO - What's your problem?

Service Design Scotland Slack workspace

FutureGov - How to prioritise your services

Bath Kanter Blog - Five Tips for Nonprofits to Avoid Virtual Fatigue

You can find the main COVID-19: Digital service delivery for charities hub here.

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