The business value of new communications channels in gov2.0 final no video2


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A presentation I gave for a Social Media in Government Conference in Vancouver April 5, 2011

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  • IntroductionWho am I …Not interested in technology in of itself but how technology can be leveraged to achieve business goals (in the corporation) and changes our lives (as groups and individuals).
  • 151 years ago, on April 3, 1860, the Pony Express began operating between St. Joseph, Missouri and Sacramento, California. It is difficult to imagine in this day of cell phones and Twitter just how isolated California was from the rest of the country. At that time, mail delivery between St. Louis and San Francisco took approximately 24 days. Riders were aged 11 to their mid-40s, and had to weigh less than 125 pounds. They carried leather sacks of mail (called "mochilas,") for 75-100 miles a day between 165 stations en route. The average speed on horseback was 10 miles per hour, and the 1,966-mile journey took 10 days. The service only lasted 18 months until the completion of the transcontinental telegraph in October 1861. I just spent some time in Hawaii. The fish and chips we ordered was wrapped in a clipping from April 1, 1901. The headline was Wireless Macaroni Arrives and described the arrival of telegraph. “We can now send messages without waiting for mail boats.”
  • The Telephone Way to a Happier DayTry it today when the dishes are done, beds made, clothes in the washer. You’ve earned a break.So relax a little and pick up the telephone. Enjoy a cheerful visit with a friend or loved one.It’s so easy to do, whatever the miles may be. For no one is ever far away by telephone.It helps to make any day a happier day at both ends of the line.“It’s fun to Phone”Bell advertisement – September, 1958 – National Geographic – for sale on eBay.
  • Traditional web 1.0 government to citizen one way communicationThis communication paradigm is about drafting a single message to be consumed by the masses.
  • Web 2.0 and the interactive web creates the possibility of having a dialogue with constituents
  • This where it gets really interesting!!!Not only are there open communication channels between government and its constituents, but also between constituents on the same issues and interests. Citizens create groups and facilitate discussion on matters such as government policy, direction and legislation. The voices of many not only influence, but can also direct government policy decisions.As human beings we have a natural tendency to want to build relationships, share experiences, broadcast preferences and contribute to our areas of expertise. The goal of technology is to fulfill on this tendency as naturally as possible.Traditionally in government/business, we have had vertically siloed and hierarchical groups that are fixed and rigid, but this structure is evolving into more dynamic and fluid organizational teams. Organic communities of experts will communicate and collaborate together to deliver higher business value and create solutions together. Self-organizing process is efficient, agile and flexible.Collaboration networks will be to enterprises what social networks are to consumers today.More about convening and supporting groups.
  • “From near to far, from here to there,Funny things are everywhere.” Dr. Seuss... Granted, but what values do the new communication channels provide for the your organization?Today I will talk about three benefits of social media and new communication channels in gov 2.0Engages citizens – why it does soEngages employeesImproves communication and collaboration – business transformation
  • Flash mob This is how government should be engaging citizens. We need to change our image …This one was “More than 200 dancers were performing their version of "Do Re Mi", in the Central Station of Antwerp. with just 2 rehearsals they created this amazing stunt! Those 4 fantastic minutes started the 23 of march 2009, 08:00 AM. It is a promotion stunt for a Belgian television program, where they are looking for someone to play the leading role, in the musical of "The Sound of Music".”
  • Celebrating the Olympics -
  • WaelGhonim“No one was a hero - All of the Egyptians completely changedEverything going downhillLack of freedom, Psychological barrier of fearYoutube, twitter, facebook - help us connectLot's of people who share the same dreamsFeeling the pain of Collaborate together - June 2010, brutally tortured to deathThis guy could be my brotherFacebook page (anonymous administrator) … bring them to justice (thousands of contributors) … back to street … silent stand dressed in black … from the virtual world to the real worldEgyptians attacked themManaged by the peoplePeople taking shots and photos and people were voting on ideas … there was no leaderThe fear is no longer fear … it was powerHow ugly such a regime was and how simple and amazing these people were.We are going to win because we don't understand politicsBecause we have dreams, believed in our dreams.I'm am breathing freedom , taxi driverPower of the people is much stronger than the people in power.
  • Has anyone seen SimonSinke’sGolden Circle before?The general idea is that people are motivated by the why. Therefore, whether you are selling a car, a computer, or an idea, you should start with the why. The why is what inspires people. Think of Apple. Apple’s why: Everything we do we believe in …thinking differentlychallenging the status quo.How: The way we challenge the status quo is to make our products ….easy to use, beautifully designed user friendlyWhat: We make great computers … want to buy one?Starting with the why motivates and inspires people. So when we look at social media and what ask what motivates people to contribute to social issues ….Think of the open source movement – Linux, Apache, WikipediaWe should look at engagement in the same light. The why? People want …To contributeTo be part of something larger than themselvesTo make the world a better placeThe how? Social networksVirtual groupsTribesSharing – authentic, open, The what?Status updatesTweetsBloggingVideo/photosLikes/dislikesRating …Cultural revolution - People are coming together to solve problems and perform tasks, for little or no money, that were once the responsibility of corporations or government. E.g. and genesis in open source operating system Linux. Then Apache web server and FireFox browser. The best people to do a job are the people who most want to do that job and peers who pitch in to help simply for the pleasure of creating something beautiful from which they all will benefit.Government can show leadership and provide a venue and contribute to or facilitate these new tribes. They are already out there … we should be contributing.Global warmingPovertyDrug addictionInternational conflictEnvironmentRecyclingOverpopulationDisastersDemocracyEtc.
  • An environmental issue such as climate change is intertwined with economic and social issues. Social media and public engagement are ways of dealing with this kind of complexity.
  • Poverty reduction plan in New Brunswick:Hope is a Home Housing Strategy "In October 2008 the provincial government launched a public engagement initiative toadopt a poverty reduction plan for New Brunswick. A public engagement approach wasadopted in recognition of the fact that successfully reducing poverty in New Brunswickis the shared responsibility of every citizen of New Brunswick.”The result was Hope is a Home Housing Strategy and the housing of homeless people in NB
  • How it happened in BC (my version)May, 2009, the Ministry of Health started using twitter to provide updates on the H1N1 flu virus. The government CIO asked for a Social Media users guide to help ministries manage the new social media landscape while using social media to provide services to the citizens of BC
  • Meanwhile (summer of 2009) the Ministry of Forests starts using twitter to provide updates on forest fires in BC.Again, a really burning need. Excuse the pun.
  • Then the 2010 WinterOlympics media campaign kicked off using twitter, FaceBook, YouTube, Flickr. The Olympics were held from February 12–28, 2010, but the advertising and media campaign started long before that.It was very successful. We had some of the YouGottaBeHere videos go viral on YouTube
  • December 17th, 2009. In BC, there was Ministerial Order providing clarity to public bodies that using social media is safe and acceptable.As long as the personal information of the person was already disclosed on a social media site by that person.
  • DMCTT started about a year ago Provincial CIO provided this group content sessions including environmental scans on key topics, such as social media, identity management, open data, etc. …..The result was the Citizens @ the Centre, BC Government 2.0, a Transformation and Technology Strategy for the BC Public ServiceThe three transformational shiftsCitizen ParticipationSelf-serviceBusiness transformation“It is about using technology to change how citizens access the services they expect and todeliver those services efficiently. It is about giving citizens back some of their most valuable resource: their time.” Allan Seckel“It is also about how the BC Public Service must transform itself in response to all these factors. The operations of government and the delivery of public services are complex. Citizens’ access to their government and to public services should be simple.” A. SeckelT&T Planning – IM/IT Capital Investment Planning strategy
  • 20,000 interactionsThis year – twice the interactions in half the time, with no additional capital costMuch more cost effective than traditional consultation engagement processes with town hall meetings
  • Blog – travellers can post to blog – e.g. Texans comparing BC to Texan mosquito size …“Through the BC tourist official, we ended up going deep sea fishing off of Vancouver Island which was completely amazing. I kinda like fishing, but deep sea fishing is a whole adventure on its own (do not forget the Dramamine if you even get a little motion sick). I caught a silver salmon, red snapper, and a smaller halibut. We even found a storefront in the Fisherman’s Wharf that would smoke and vacuum seal our fish so that we could take our catch home with us!”
  • Facebook, Youtube“The Year of Science wants YOUR great ideas for cool science experiments, inventions or innovative methods for myth busting.”$25,000 scholarship
  • This app was started in the Apps for Climate action contest.It is scalable and flexible. Now it is used in Victoria, Saanich and Oak Bay. Will be rolled out in Greater Toronto. It is now available to 7 million Canadians – Open data initiative.
  • Interview - The Citizens Voice Blog – Kathleen Ham-Rowbottom, Citizen Services along with Beth Collins and Mary Partridge, BC Stats Also an intranet for service employees to suggest better ways to do things.The first comment was very negative: stating that 85 service employees were being laid off and this is a bad time to be thinking about social media to improve service.Before the moderator had begun to draft a response someone from the service community responded that this initiative was important. That there was no way that the moderators could have know about the lay-offs and that social media and asking front line workers how to improve service is an important step. – Powerful, authentic response from within the community. Self-moderation.Launched Jan 19th7 posts – running until the end of the post48 commentsHoping for more comments – Advertised by emailing to research groupPostStay ConnectedHard to get it going … hard to get people there and hard to get them to come back. Every citizen Talk with
  • The British Columbia Climate Action Secretariat invites you to participate in the December 20 to January 24 “King Tide” photo initiative. This is the second year for the initiative. Its objectives are to: 1. Identify and catalogue coastal areas currently vulnerable to tidal inundation; and2. Gather compelling graphics and pictures, so we can promote awareness of the specific potential impacts of sea level rise on the British Columbia coast to support climate change mitigation and adaptation. This season, extreme high tides are predicted for late December and again in late January. This initiative is part of a West Coast partnership with Washington State (website, flickr) and others in Oregon and California (San Francisco Bay Area website, flickr).HOW CAN I PARTICIPATE?We are inviting you to submit photographs of coastal areas such as beaches, roads, parks and estuaries, known to be subject to flooding and erosion or areas where the high water levels can be gauged against familiar land marks, such as sea walls, jetties, bridge supports, dikes, buildings or other coastal infrastructure. “Before and after” pictures showing average water levels and the extreme high water levels for the same location will also be useful.HOW WILL THE PHOTOS BE USED?The photographs and associated information will be used to build a geo-referenced catalogue of coastal areas that are currently affected by extreme water levels. Photographs with a creative commons licence may be used in presentations, websites and publications on sea level rise impacts, coastal initiatives and climate action.
  • Talk about the new internet presence of the Province of BC becoming much more citizen centric
  • Drawn by Leah Howard – Ministry of Social Development on a 4’ x 7’ sheet of paper with markers and chalk. She did this for Public Service Week and this image was displayed for staff when they walked into the building. Ikonik Ideas - Providing graphic recording, graphic facilitation & consulting services, including custom chartwork for special events & meetings.
  • Flash mob for Public Service Week. Made it to YouTube, CBC radio, in a nice stereotype-busting piece. Public servants are not boring!
  • Posted by an analystThis story starts with a cage containing five gorillas and a large bunch of bananashanging above some stairs in the center of the cage. Before long, a gorilla goes tothe stairs and starts to climb toward the bananas. As soon as he touches the stairs,all the gorillas are sprayed with cold water. After a while, another gorilla makes anattempt and gets the same result—all the gorillas are sprayed with cold water.Every time a gorilla attempts to retrieve the bananas, the others are sprayed.Eventually, they quit trying and leave the bananas alone.One of the original gorillas is removed from the cage and replaced with a new one.The new gorilla sees the bananas and starts to climb the stairs. To his horror, all theother gorillas attack him. After another attempt and attack, he knows that if he triesto climb the stairs he will be assaulted.Next, the second of the original five gorillasis replaced with a new one. The newcomer goes to the stairs and is attacked. Theprevious newcomer takes part in the punishment with enthusiasm.Next the third original gorilla is replaced with a new one. The new one goes for thestairs and is attacked as well. Two of the four gorillas that beat him have no ideawhy they were not permitted to climb the stairs or why they are participating in thebeating of the newest gorilla.After the fourth and fifth original gorillas have been replaced, all the gorillas thatwere sprayed with cold water are gone. Nevertheless, no gorilla will ever againapproach the stairs. Why not?“Because that’s the way it has always been done.”
  • Answered by the Head of the BC Public Service
  • Why? People want …To contributeTo be part of something larger than themselvesTo make the world a better placeThe how? Social networksVirtual groupsTribesSharing – authentic, open, The what?Status updatesTweetsBloggingVideo/photosLikes/dislikesRating …
  • Flying WestJet from Hawaii. “Why do WestJetters care so much? Because we are also WestJet owners.”Why I joined the public service two and a half years ago.In the Public Service, the work we do benefits citizens.May not be directly but enable others to serve citizens“What Fortune magazine called “The world’s most modern management idea” when companies implemented policies that focused on staff satisfaction, after research linked happy employees to investor profits. The most interesting findings by BC Stats were that (a) a two-way relationship does indeed exist between employee engagement and client satisfaction; and that (b) a two point change in employee engagement scores is associated with a one point change in service satisfaction scores. The results also show that by improving citizen satisfaction scores, we can generate greater employee pride and commitment. These are very important research findings for public managers, because they document the existence of the link between people and service results in the Canadian public sector, its two-way nature, and the strength of the relationship. They also represent a call to action for public sector managers.The Service to Public Trust LinkThe PS Service Value Chain also posited a one-way link between organizational service outcomes and public trust and confidence. This second link has now also been confirmed by Canadian research. The biennial Citizens First surveys of Canadians and the Taking Care of Business surveys of Canadian businesses – both conducted by the Institute for Citizen-Centred Service on behalf of sponsoring governments – were designed to determine (a) whether service was an important factor in creating trust and confidence in public organizations and (b) what other factors influenced public trust and confidence.”
  • Wikilumbia – the more we use it the better it will beThe government wikiGoal: To combine all of our collected knowledge to create a resource bank of Public Service related informationAble to View, Edit and look at revisions made on a topicFeatured, most popular, and most recent, SearchStart a new topic – request a new topic – to read and add to in years to come.
  • How to use twitterBest practices
  • BC Government Network of Yammer:As of April 3, 20113,400 Members93 Groups28,000 messages
  • Communication and Collaboration
  • Load information to wikipedia
  • Bruce MacKenzie using MS LiveMeetingBusiness Problem: Agriculture and Lands had to find a way to communicate the areas of interest between Canadian Forest Service (CFS) and the agrologists. CFS staff are mostly using satellite imagery from different dates to detect changes in land cover, but in some instances it is difficult to tell why land has been cleared - is it for timber harvest, building, or agriculture ?so I set up a Live Meeting between CFS and the regional staff. While we all spoke on a phone conference call, I started up Google Earth on my computer, and added it as content to the Live Meeting so that all of the call participants could see what I was seeing on my computer screen. I double-clicked on the e-mail attachment file, and it opened in Google Earth showing the appropriate area within BC.  As we spoke, I was able to click on one of the outlined areas and view the comments from CFS specifying what information they wanted. Everyone could see the same thing, so the regional staff could ask questions from CFS and in some cases answer the questions right on the spot.It's difficult to quantify the time savings with this technique. In years past, we would have been printing and faxing maps around, but they also could have been e-mailed as PDF files. Live Meeting and Google Earth made it all more interactive and sped up the process. They are just the next steps in evolution of communications technology. As a result, the CFS deforestation estimates are much more accurate this year, and the amount of land use change attributed to agriculture has been reduced significantly. This is reflected by a lower estimate of greenhouse gas emissions from deforestation in the Provincial GHG Inventory.
  • The DM at MoFR really understood how the ACCS tools could transform the way they do business: Instead of printing 1.5 to 2 inches of paper a day in an Executive day binder that took 1.5 to 2 hours a day to put together, they now use Groove and OneNote. He now has real time access to the information he needs, makes more informed and more timely decisions and could mandate a paperless office. He has done something similar now that he is at Ministry of Environment.
  • At MARR, they greatly reduced travel and improved the quality of remote negotiation with the videoconferencing capability of Office Communicator and LiveMeeting. Travel, when required, is much easier with a tablet in place of multiple briefcases of treaty background documentation.  One First Nations Chief commented that with the videoconferencing he had much greater confidence in believing the intention and position of the counterparty, when he could “look them in the eyes”.  
  • Many communication media choices but TelePresence is the closest thing to a face-to-face meeting - Face-to-face meetings will always have their place.BC (and other Canadian governments) already use a variety of communication media... No right way to communicate ... Each medium has its business application.Past investments in traditional videoconferencing technology have been a useful addition to the basket of communication tools available to the BC government; however, it has not significantly reduced travel or improved productivity. Recent advances in e-communications technologies like Telepresence (shown here on the right of the chart), however, are creating opportunities to reduce travel (and associated costs), as well as improve productivity/efficiency, increase collaboration, and reduce the government’s carbon footprint.
  • Telepresence is a set of technologies that creates the illusion that all the participants in a virtual meeting are in the same room or environment. The “shared illusion” of telepresence makes communication much more natural. Telepresence removes the emotional separation that is part of the video conference experience. Telepresence is going to provide a much more enjoyable and productive experience.TelePresence address 3 major problems we have with videoconferencing today:Eye Contact: Eye contact plays an important role in communication (conversational turn-taking, perceived attention and intent, and other aspects of group communication). While traditional telephone conversations give no eye contact cues, videoconferencing systems are arguably worse in that they provide an incorrect impression that the person on the screen is avoiding eye contact. Telepresence systems have cameras located in the screens so that eye contact is natural and the communication is not strained. Appearance Consciousness: Another problem with videoconferencing is that people feel uncomfortable being on camera, especially when they are the point of focus for a large group of people. TelePresence provides the illusion that you are stepping into a meeting room with other people. You quickly lose the feeling that you are on camera. Technology gets in the way: The last major obstacle that we see with videoconferencing is that the technology often gets in the way of the communication experience. Successful videoconferencing meeting require a facilitator who is technical and experienced with using the videoconferencing software so that he or she can troubleshoot problems as they come up. TelePresence is easy to use and does not require any technical knowledge.Gartner report – telepresence has a much higher utilization than videoconferencing.The voice of the person speaking comes from that area of the room of their virtual presence, even if that person is thousands of miles away.
  • “Minister Yap and Environment Minister Barry Penner joined representatives from the California Air Resources Board to acknowledge the signing of a Memorandum of Understanding that commits B.C. and California to move forward in partnership in the implementation of greenhouse gas emissions standards for new cars, SUVs and light-duty trucks. Vehicle emissions standards mirroring California’s are projected to reduce greenhouse gas emissions from light-duty vehicles in B.C. by 30 per cent in2016, relative to current models. The parties came together for this carbon neutral, video-conference event from CISCO TelePresence facilities in Sacramento, Los Angeles, Vancouver and Victoria. Note: James N. Goldstene (pictured) is the executive officer of the California Air Resources Board. Mary D. Nichols (not pictured) is the chairman of the California Air Resources Board.”
  • Growth of twitter due to unexpected uses invented by the users themselves.The initial idea was that with twitter, people could share moments of their lives whenever they wantFor example @opportunitykncksUsing twitter to keep people updated on H1N1 outbreak, forest firesNot just individuals, businesses use twitter to build relationships, find new clients and sell productsMedia outlets use twitter to broadcast newsOpen API so that programmers can write software that interacts with twitter – e.g., Summize – twitter search, or a plethora of software that can send twitter updates to BB, iPhone, Mac, etc.Raising money to dig wells in Africa or for a family in need.Revolution in Egypt
  • The business value of new communications channels in gov2.0 final no video2

    1. 1. The Business Value of New Communications Channels inGov 2.0<br />Kieran Harrop<br />Twitter: @opportunityknck <br />Ministry of Labour, Citizens’ Services and Open Government<br />Province of BC<br />
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    9. 9. Social Media? …<br />So what???<br />Engage Citizens<br />Engage Employees<br />Communication and Collaboration<br />
    10. 10. Engage Citizens<br />
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    15. 15. Simon Sinek’s Golden Circle<br />
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    26. 26. 20,000 interactions <br />This year – twice the interactions in half the time, with no additional capital cost<br />
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    34. 34. Engage Employees<br />
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    39. 39. Simon Sinek’s Golden Circle<br />
    40. 40. Staff Satisfaction<br />Client Satisfaction<br />Citizen Trust & Confidence in Government<br />Public sector Value Chain<br />
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    47. 47. Communication and Collaboration<br />
    48. 48. Strategic Business Drivers<br />Reducing carbon emissions<br />reducing the need to travel to meetings<br />Supporting an anticipated smaller workforce<br />demographic trends: retirements, recruitments<br />attract and retain a younger workforce<br />Enabling better service outcomes<br />more timely decisions<br />business process automation<br />easily working together across organizational and regional boundaries <br />saving money<br />
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    52. 52. Real-time<br />Tele-<br />presence<br />Web<br />Meeting<br />Richness of Media<br />Audio<br />Confer-encing<br />Voice<br />IM<br />Email<br />Text<br />
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    55. 55. “When you give people easier ways to share information, more good things happen” <br /> - Evan Williams (co-founder of twitter)<br />