Citizen Happiness Workshop Part 2: The Building Blocks

Slide 1: how to make people happy with the building blocks of happiness web 2.0 technology part 2 of 2

Slide 2: what does web 2.0 have to do with happiness?

Slide 3: a whole lot

Slide 4: the core principles of web 2.0 openness collaboration community

Slide 5: with a big dose of trust

Slide 6: openness collaboration community autonomy competence relatedness

Slide 7: how openness and autonomy are related openness means...open access to the information or material resources. autonomy...refers to a person's capacity for self- determination in the context of moral choices. wikipedia.org

Slide 8: exercise: name a situation where not having all of the information has led to a bad decision. name a situation where information helped you feel more confident about your decision.

Slide 10: without the information, we are dependent on the machine.

Slide 11: how collaboration and competency are related collaboration means...a process where two or more people work together toward a common goal by sharing knowledge, learning and building consensus. competence...is how a person feels about his or her abilities, accomplishments and rate of growth (self- actualization). wikipedia.org

Slide 12: exercise: you’ve heard, there is no “i” in team, but the truth is, collaborative projects can lead to far more possibilities. Let’s discuss some examples you are familiar with.

Slide 13: with collaboration, nothing is insurmountable, we learn from one another and we can feel good about what we are accomplishing together.

Slide 14: how community and relatedness are...related community means...a social group...sharing an environment, normally with shared interests. relatedness...is our desire to connect with other human beings. wikipedia.org

Slide 15: exercise: what ways are you seeing people connect through web 2.0?

Slide 16: all around us, we are seeing people full of joy because of the way they are connecting (and growing Social Capital) online.

Slide 17: the building blocks to creating citizen happiness • openness • collaboration • community

Slide 18: openness.

Slide 19: openness means...open access to the information or material resources needed for a diverse range of users/producers/contributors to contribute to projects. wikipedia.org

Slide 20: transparency.

Slide 21: one simple way to achieve transparency:

Slide 22: publish everything openly.

Slide 23: blogging.

Slide 24: blogging 101 • what to blog about: • talk about what the department is working on/thinking about • post meeting summaries • ask questions you need to find answers for • post progress and announcements on services projects. • interact with citizen blogs (post about interesting citizen initiatives, concerns and questions to get feedback) • speak in a human voice, not as a press release

Slide 25: blogging 102 • self-hosted platforms I’d recommend: • wordpress.org (open source + free + lots of great support and plugins + simple to install, skin and keep up) PHP • drupal.org (open source + free + more ‘control’ over permissioning, etc., but not as simple to install or user friendly) PHP • moveabletype.com (not free, but more control over permissioning and fairly simple to install) PERL • silverstripe.com (free + open source, haven’t used, but it’s won some awards lately) PHP

Slide 26: wikis.

Slide 27: wiki 101 • what to use a wiki for: • jotting down unfinished ideas/random thoughts • collaborating on projects that need loads of input • gathering random information and research • create a public reference encyclopedia

Slide 28: wiki 102 • self hosted platforms I’d recommend • MediaWiki.org (open source + free + extensible) • confluence/atlassian.com (not free or open source, but enterprise grade) • DocuWiki/wiki.splitbrain.org (open source + free + extensible) • For more: http://www.wikimatrix.org

Slide 29: discussion groups.

Slide 30: discussion groups 101 • what to use discussion groups for: • use it instead of emails with long cc’d lists. get everyone to join the mailing list and send EVERY SINGLE communication between members of that group on the topics covered. • make it publicly viewable and allow anyone to join (you can set first posts to needing to be approved to prevent spam) • link to these threads from blog, wiki and other correspondence

Slide 31: discussion groups 102 • software I would recommend: • Google Groups - groups.google.com (free, hosted, excellent interface)

Slide 32: group chat.

Slide 33: group chat 101 • what to use group chat for: • instant feedback and ongoing relationship building • condition 1: people have to be in the chat room pretty constantly • condition 2: the chat needs to be logged somewhere that people can go back and see the threads • there are many times you will need the synchronous communication allowed by chat

Slide 34: group chat 102 • software I would recommend: • Pibb.com (open source + free + loggable + embeddable in your website) • Skype channels (free, but logging can be a pain) • IRC (open source + free, but not as user friendly - good for developers. hint: bridges with Pibb) • Tangler.com (free, logs as both a forum and a chat, threads discussion, but not currently embeddable) • Meebo.com (free + embeddable, but doesn’t log) • Me.dium (free and open source, Firefox plugin)

Slide 35: other really cool tools

Slide 36: satisfaction.

Slide 38: twitter.

Slide 39: weather services.

Slide 40: twitterquake!

Slide 41: case study: san diego fires, a concerned citizen and Twitter

Slide 47: google docs.

Slide 48: and of course... • for events: Upcoming.org and Eventful.com • for photos: Flickr.com • for general social networking: Facebook.com (great groups and events features there) • for a different perspective altogether: Secondlife.com (if you need to have remote meetings, why not have them in second life rather than on conference call?) • for licensing: CreativeCommons.org

Slide 49: collaboration.

Slide 50: collaboration means...a process where two or more people work together toward a common goal by sharing knowledge, learning and building consensus. wikipedia.org

Slide 51: why collaborate?

Slide 52: teams that work collaboratively can obtain greater resources, recognition and reward when facing competition for finite resources.

Slide 53: there are a lot of citizens and customers like us who are really, really, really, really, really, really, really, really, really...

Slide 54: really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really, really,

Slide 55: really eager to collaborate with you.

Slide 56: 10 ways to encourage collaboration:

Slide 57: 1. be a platform

Slide 58: A \"platform\" is a system that can be programmed and therefore customized by outside developers – users – and in that way, adapted to countless needs and niches that the platform's original developers could not have possibly contemplated, much less had time to accommodate. –Marc Andreessen, http://blog.pmarca.com/2007/09/the-three-kinds.html

Slide 59: platforms 101 • sharing data is the most basic level of being a platform • supply feeds in machine-readable formats: microformats, rss, opml, kml, etc. • APIs credit: Matt Biddulph, Dopplr (FOWA fall 2007)

Slide 60: what are microformats?

Slide 61: a better way to mark up your data

Slide 62: my information without microformats http://www.horsepigcow.com Tara Hunt San Francisco California

Slide 63: my information w/o microformats, but with html <div > <a href=” http://www.horsepigcow.com”> <span > Tara </span> <span > Hunt </span> </a> <span > San Francisco </span> <span > California </span> </div>

Slide 64: my information with microformats <div class=\"vcard\"> <a class=\"url fn n\" href=”http://www.horsepigcow.com”> <span class=\"given-name\"> Tara </span> <span class=\"family-name\"> Hunt </span> </a> <span class=\"locality”> San Francisco </span> <span class=\"region\"> California </span> </div>

Slide 65: so what is an API? • an application programming interface (API) is a source code interface that an operating system or library provides to support requests for services to be made of it by computer programs. • in other words: it is the way you bring data from one source to display it in another. • this is the ‘magic’ behind cool mashups like:

Slide 66: chicago crime.

Slide 67: everyblock.

Slide 69: twittervision.

Slide 70: case study: an api, a couple of citizens and a desire to improve the Caltrain interface

Slide 75: platforms 101 • sharing data is the most basic level of being a platform • user identity is an excellent way to start sharing a person’s information between sites • OpenID.net is user-centric identity and it is being adopted more widely: AOL, Moveable Type, Orange/France Telecom, Plaxo, and hundreds of other smaller sites are IDPs (identity providers) credit: Matt Biddulph, Dopplr (FOWA fall 2007)

Slide 76: platforms 101 • sharing data is the most basic level of being a platform • user identity is an excellent way to start sharing a person’s information between sites • delegating authority is what needs to happen to allow 3rd party applications and mashups to use your data in cool ways • OAuth is another community project that is working toward a standard protocol to use for delegating authority credit: Matt Biddulph, Dopplr (FOWA fall 2007)

Slide 77: platforms 101 • sharing data is the most basic level of being a platform • user identity is an excellent way to start sharing a person’s information between sites • delegating authority is what needs to happen to allow 3rd party applications and mashups to use your data in cool ways • then you can even make your own cool widgets and use your own api’s to build cool stuff credit: Matt Biddulph, Dopplr (FOWA fall 2007)

Slide 78: 2. publish everything in open channels

Slide 79: we talked about this in regards to transparency.

Slide 80: the more information you put out there, the more opportunities you give for citizen and customer engagement.

Slide 81: 3. be available

Slide 82: call me IM me publish all of the ways for someone to contact you...with a preference to more public forums email me

Slide 83: 4. embrace the chaos

Slide 84: in other words...

Slide 85: you really must loosen the grips of control.

Slide 86: nobody wants to collaborate with a control freak.

Slide 87: 5. provide clear goals & purpose

Slide 88: concentrate on desired outcomes

Slide 89: without an understanding of the desired outcome, how can anyone help?

Slide 90: and...what if your proposed solutions aren’t ideal to get you there?

Slide 91: 6. reward collaborators

Slide 92: be careful to not change the reasons for why people are collaborating.

Slide 93: for those who contribute more, give them more trust and responsibility.

Slide 94: 7. show progress

Slide 95: another advantage of being transparent...people will see you making progress along the way.

Slide 96: ways to report along the way • display a countdown or a progress meter • a public to-do list (crossing things off...or allowing others ‘to do’ the stuff for you and cross it off) • twitter what you are doing right now • post wireframes, mockups, photos of cocktail napkin sketches, etc. on Flickr • add announcements to blog, notes to wiki, etc.

Slide 97: 8. take simple steps first

Slide 98: tackle problems from the simplest to the hardest where you can.

Slide 99: 9. reach out to people from different backgrounds & industries

Slide 100: 10. be part of the community

Slide 101: interact with people as they use the services

Slide 102: use them yourself.

Slide 103: compare that experience to your most awesome customer experiences.

Slide 104: (there is this commonly opined theory that people that design transit systems have never rode a bus.)

Slide 105: 11. view the public as a partner, not a recipient

Slide 106: empower. enable. hand over lots of responsibility.

Slide 107: the more agency you give others, the more responsible they will be.

Slide 108: introducing: barcamp

Slide 109: Ryanne Hodsen - “What the heck is Barcamp?”

Slide 110: case study: barcamp, a group of citizens and the desire to make the better way a better way (TransitCamp)

Slide 111: toronto transitcamp in the news http://transitcamp.org/

Slide 112: 12. run real open betas

Slide 113: how to encourage collaboration [summary] 1.be a platform 9.reach out to people from different backgrounds and industries 2.publish everything openly 10.be part of the community 3.be available 11.view the public as a partner, not a 4.embrace the chaos recipient 5.provide clear goals and purpose 12.run real, open betas 6.reward contributors 7.show progress 8. take simple steps first

Slide 114: community.

Slide 115: community means...a social group...sharing an environment, normally with shared interests. wikipedia.org

Slide 116: stuff that connects us: • common goals • common experiences • common passions • common enemies

Slide 117: we call this purpose.

Slide 118: when you open yourself up to partnerships with the community, you find those purposeful points of connection.

Slide 119: how do you help people connect?

Slide 120: easy.

Slide 121: accelerate serendipity.

Slide 122: there are all sorts of ways to encourage serendipitous meetings.

Slide 123: simple things to accelerate serendipity • the ability for people to leave comments on every announcement, article and information page

Slide 124: exercise: let’s take a look at a couple of your sites and see where we could add some social touches.

Slide 125: simple things to accelerate serendipity • the ability for people to leave comments on every announcement, article and information page • DIGG for citizen issues/ideas

Slide 127: simple things to accelerate serendipity • the ability for people to leave comments on every announcement, article and information page • DIGG for citizen issues/ideas • a widget for ‘who is talking about this...’ on pages

Slide 128: exercise: let’s see if there’s anyone talking about your sites on their blogs...

Slide 130: simple things to accelerate serendipity • the ability for people to leave comments on every announcement, article and information page • DIGG for citizen issues/ideas • a widget for ‘who is talking about this...’ on pages • a Flickr photo gallery that pulls in everyone’s photos tagged properly

Slide 131: exercise: let’s look at social media (photos, video, Twitter?) out there... why isn’t this stuff on your sites already?

Slide 132: simple things to accelerate serendipity • the ability for people to leave comments on every announcement, article and information page • DIGG for citizen issues/ideas • a widget for ‘who is talking about this...’ on pages • a Flickr photo gallery that pulls in everyone’s photos tagged properly • the menu item ‘Community’ actually show some community life in it

Slide 135: in summary...

Slide 136: to achieve this

Slide 137: (or in the case of gov’t), this...

Slide 138: you need to help your customers and constituents get to this...

Slide 139: and you get to happiness by helping your customers and constituents achieve:

Slide 140: autonomy

Slide 141: competence

Slide 142: relatedness

Slide 143: which are promoted through the web 2.0 principles of...

Slide 144: openness

Slide 145: collaboration

Slide 146: community

Slide 147: these are the building blocks that will drive the happiness and health of your customers and constituents

Slide 148: (which is totally in your best interest)

Slide 149: and besides, we know you wanna...

Slide 150: make someone happy

Slide 152: exercise: any more questions? stories?

Slide 153: http://www.slideshare.net/missrogue

Slide 154: About those rockin’ images • Many of them were purchased from iStockPhoto.com • Those borrowed from Flickr are: • Trust: http://www.flickr.com/photos/red_devil/51964471/ • Transparency: http://www.flickr.com/photos/laimagendelmundo/753794095/ • Beta Wallpaper: http://www.flickr.com/photos/tomstardust/246840641/ • Transit Waiting Area: http://www.flickr.com/photos/mag/374819180/ • conehead puppy: http://www.flickr.com/photos/klapow/39693385/

Slide 155: sites of note: • creativecommons.org • wikipedia.org • coworking.info • barcamp.org • getsatisfaction.com • twitter.com • microformats.org • openid.net • oauth.net • dellideastorm.com • flickr.com • technorati.com

Slide 156: Tara Hunt tara@citizenagency.com 415.694.1951 skype: tarahunt747 Chris Messina chris@citizenagency.com 412.225.1051 skype: factoryjoe www.citizenagency.com www.horsepigcow.com (tara) www.factoryjoe.com/blog (chris)