Citizens Advice East Suffolk

Citizens Advice East Suffolk is an independent registered charity and is part of the Citizens Advice network.

They provide free, independent, confidential and impartial advice and advice cover the whole of East Suffolk with 30 paid staff and 100 volunteers.

They approached Satsuma following a merger of smaller Citizens Advice organisations which resulted in a new website, and recognised they needed a new strategy for cohesive social media to cover the whole geographical area and a large range of topics.

Our work involved improving their social media presence, developing efficient tools to manage output and training up a series of volunteers to take the project forward.

Results that speak for themselves

Requirements

Following a detailed review of existing channels to assess content effectiveness, platform performance, audience engagement, posting consistency and benchmarking against similar organisations for inspiration and best practices, we produced a comprehensive audit to structure delivery.

In just six months, we had transformed their social media approach with a 58% increase in Facebook views, a 77% increase in reach and 300% increase in content interactions.

On LinkedIn we had similar success with an 815% increase in impressions, 1,100% increase in reach and 1,900% increase in content interactions.

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Our partnership

As part of our strategy we profiled audiences and developed a content style to address them. We reviewed the diverse individuals facing financial, legal, or personal challenges – who are more likely to use Facebook, Facebook community groups and platforms like Instagram and TikTok.

We also explored the links to government officials, councillors, grant-giving bodies, and local business leaders who are more likely to be on LinkedIn, X, and read local government newsletters.

Finally, we explored partner organisations such as charities, community groups, and public service organisations (LinkedIn, X) looking at stories of successful collaborations, shared goals, and community initiatives.

In line with the strategy, we created a practical guide to empower the CAES team to manage social media efficiently and consistently.

Results

A snapshot of success

Since beginning our partnership with Citizens Advice East Suffolk, we’ve focused on building strong, consistent, and engaging social media foundations that support core messaging and reach community effectively.

We developed a suite of branded social media templates tailored to key content pillars for easy, consistent content creation and ensured visuals were on-brand, accessible, and adaptable for different formats and platforms.

We’ve held multiple interactive training sessions with the team as well as creating practical step-by-step toolkits.

Meeting objectives

“The social media team at Satsuma – Kayley, Ellen and Gemma – have been incredibly helpful, supportive and well-informed.

“Their guidance made a real difference and the resources they provided were clear and practical.

“The team’s detailed guides gave me the knowledge and confidence to actively contribute to our social media posts.

“I’m really grateful for their support and expertise!”

Kelly Larter – CAES

A numbers game

300% increase in content interactions on Facebook
815% increase in impressions on LinkedIn
1,100% increase in reach on LinkedIn
Delivery of 20+ toolkits

Satsuma took our team with almost zero knowledge of how to build our social media to a group that can create engaging content, adjust our strategy based on what is performing well, and most importantly, build relationships with our clients and stakeholders. Special thanks must be given to Kayley, who created easy-to-follow resources, helped us with any pain points we were experiencing and was readily available to give guidance when we were stuck. Because of Ellen and her team, we now have the confidence to keep building on what they taught us.