2009 GMIS International Conference - Web 2.0

the government 2.0 (r)evolution Hillary Hartley NIC Inc. GMIS International August 25, 2009

Web 2.0 is not… all about technology.

It is an era.

But how did we get here?
Talking – Conversation
Reading – Newspapers
Listening – Radio
Watching – Television
Browsing – Web 1.0
Searching – Web 1.5
Sharing == Web 2.0

Core tenets of Web 2.0 Openness Collaboration Community

MEMORANDUM FOR THE HEADS OF EXECUTIVE DEPARTMENTS AND AGENCIES SUBJECT: Transparency and Open Government My Administration is committed to creating an unprecedented level of openness in Government. We will work together to ensure the public trust and establish a system of transparency, public participation, and collaboration. Openness will strengthen our democracy and promote efficiency and effectiveness in Government. Government should be transparent . … Government should be participatory . … Government should be collaborative . … BARACK OBAMA http://www.whitehouse.gov/the_press_office/TransparencyandOpenGovernment/ Openness Collaboration Community

What does this mean for government?

incremental no “killer app” future-proofing

Social Media Platform blogs & micro-blogs, wikis, podcasts, social networking, social bookmarking, mashups, photo & video sharing, live video streaming, feeds, microformats

integrate aggregate track

Customer Service

A working definition... Data-driven solutions Encourage participation Enhance customer service

Data-driven solutions.

Data is the “Intel Inside”
Data trumps programming
Large amounts of data create their own algorithms & patterns

Mashed Up
“ High-tech versions of Tinkertoys”
Individual pieces of data become more valuable together

There are creative people all around the world…and they are going to think of things to do with our [data] that we didn’t think of. - Vint Cerf, Google Data-driven solutions.

Encourage participation .

Read-write Web + People Using It Web 2.0

Collective User Value
Benefiting from massive traffic and use
The more users, the better the system performs

Harnessing Collective Intelligence
Wikinomics & Crowdsourcing
Architecture of Participation
Culture of Collaboration & Sharing

Enhance customer service .

Enhance customer service .
Joy and Ease of Use
“ Surprise and Delight”
Usability & Accessibility
Satisfaction
Feedback Loops

marketing happiness reduced support costs

policy

Make the Business Case
Instead of traditional “Acceptable Use Policies,” make the business case and let that drive creation and interaction.
Address policy concerns.

Marketing
Social media participation is marketing.
a means to an end: getting people to your services
“ Google juice”

Customer service is marketing.
Enlisting users as co-contributors leads to efficiencies
Doing business online is personal
Developing those relationships is competitive advantage
Marketing

Examples Building your social media platform using available tools.

twitter What are you doing?

“ news river”

customer service

customer service 2

some gov-related twitters

Live Traffic Conditions 553 followers

Los Angeles Fire Department 5,157 followers

UK Prime Minister’s Office 970,521 followers

California Governor 655,207 followers

Maine.gov 1,975 followers

Utah.gov 2,497 followers

twitter
Who? Network effects are massive
What? 20m UVs in May; 1600% growth
Where? Literally all over the globe
When? Instantaneous, mobile, viral
Why? Future of hybrid communication Numerous ways to send & receive “tweets” – syndicated, IM, SMS, email, widgets, desktop software

flickr folksonomy-based photo-sharing

flickr
Who? Huge collective user value
What? 3 billion photos, 30m visitors / mo.
Where? No need for hard drives, backups
When? Conversational, real-time
Why? Flickr’s commodity is photos…files. Architecture can apply to anything that needs to be hosted, viewed, tagged, sorted, etc.

get satisfaction people-powered customer service

company help forum

some gov-related forums

Election Propositions

City Council FAQs

get satisfaction
Who? Companies, experts, users, fans
What? Help people help themselves
Where? Inside & outside the organization
When? Whenever there’s a question
Why? Meaningful engagement
People-powered architecture for Q&A, discussion, feedback, & the chance for users to share their expertise.

uservoice user-driven feedback loops

uservoice
Who? Companies, organizations
What? Feedback, support tracking
Where? From the bottom up
When? Whenever someone has an idea
Why? Empowered users, better products
User-driven feedback loops, support tracking, listen to users, build consensus, report

Your To-Do List No need to reinvent the wheel. Use available tools. Get your feet wet.

What can you do right now?
Be open to technology and existing services
think outside the box
Think about your data in “layers”
for google, twitter, iCal, web services
Start to embrace a culture of sharing and openness
Have conversations; build community

“ At the end of the day, it’s not even about collecting information on your portals. The best way to make yourself web 2.0 is actually to expose your data in ways that let other people re-use it .” Tim O’Reilly, Government Thinking about Web 2.0

Hillary Hartley Director of Integrated Marketing, NIC Inc. hillary@nicusa.com twitter @quepol embrace the shift

Photos & Concepts http://flickr.com/photos/dpwhitt/127977447/ http://flickr.com/photos/tookie/183503927/ http://flickr.com/photos/vonkinder/318622997/ http://flickr.com/photos/ryanr/142455033/ http://flickr.com/photos/adrian_s/8271860/ http://flickr.com/photos/thorinside/194806347/ http://flickr.com/photos/zeuxis/318242414/ http://flickr.com/photos/moonrising/211122147/ http://flickr.com/photos/tcp909/132665279/ http://flickr.com/photos/m_e_l_o_d_y/392265668/ http://flickr.com/photos/darwinbell/515431862/ http://flickr.com/photos/78364563@N00/34575328/ Many thanks to my friends Tara Hunt (http://horsepigcow.com) and Silona Bonewald (http://silona.com).

2009 GMIS International Conference - Web 2.0

by NIC Inc | EGOV on Aug 28, 2009

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