Web 2.0 - cutting through the clutter

government in the 2.0 era Hillary Hartley NIC Inc. Government Technology Events Fall 2008

What is Web 2.0?

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

What does this mean for government?

The productivity gains from Web 1.0 have been used up. The efficiency gains and the real value of Web 2.0 will come from collaboration .

Web 1.0  eGov Web 2.0  ????

eGov, iGov, we all Gov efficiency & invisibility

Web 2.0 Value for Government
Wikis – 46.2%
Instant Messaging – 26.9%
Social Networks – 11.5%
Blogs – 9.6%
Online Chats – 5.8%
Live, Streaming Video
- Federal Computer Week

let’s dig deeper

The 5 Ws Who? What? When? Where? Why?

Web 2.0 is about people .

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
Who? Web 2.0 is about people .

Harnessing Collective Intelligence
Wikinomics & Crowdsourcing
Architecture of Participation
Who? Web 2.0 is about people .

Web 2.0 is about data .

Data is the “Intel Inside”
Unique, hard-to-replicate data source = competitive advantage
Large amounts of data create their own algorithms & patterns
What? Web 2.0 is about data .

Mashed Up
“ High-tech versions of Tinkertoys”
Individual pieces of data become more valuable together than apart
What? Web 2.0 is about data .

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 Web 2.0 is about data .

Quick Case Study iamcaltrain.com

www.caltrain.org

maps.yahoo.com

www.iamcaltrain.com

Web 2.0 is about sharing .

What?
Collaboration & Sharing
A culture of sharing
Old = knowledge management New = knowledge sharing
Web 2.0 is about sharing .

Web 2.0 is NOW .

When?
Real-time, Always On, Immediate
Real-time interactions among users
Real-time services based on your data
Dialog
Viral, engaging
Barriers to entry have disappeared
Web 2.0 is NOW .

Where?

Web 2.0 is about the network .

Where?
The Internet as a platform
Cloud Computing
The computer is every computer.
Not tied to a specific device
“ Internet OS”

Where?
Positive Network Effects
“ Every true web 2.0 company is building a database whose value grows in proportion to its number of users.” - Tim O’Reilly
Value increases as more people use it
You only get out of it what you put into it

Fax Machine Social Networks

Government 2.0 is here .

Future of eGovernment
moving away from “one stop shop” portal
turning more towards mashups
reusability of content and web services
“ The ability to integrate information and services more easily with Web 2.0 technologies will cause a fundamental rethinking of how government services are delivered online and of what constitutes government data and processes.”
Gartner, The Real Future of E-Government: From Joined-Up to Mashed Up

“ loosely joined pieces”

Trust  Empowerment Cooperate with your citizens. Reward collaboration. Loosen the grips of control.

Examples Some of my favorite sites. What they do, and how you might use them.

flickr folksonomy-based photo-sharing

flickr
Who? Huge collective user value
What? 2.9b photos, 25m visitors / month
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.

twitter What are you doing?

a personal twitter page

“ news river”

customer service

customer service 2

some gov-related twitters

Los Angeles Fire Department

It takes reporters time to set up and get the story, but Twitter turns thousands of regular people into citizen journalists – all of whom are on the scene.

UK Prime Minister’s Office

Michigan Governor

twitter
Who? Network effects are massive
What? 1m+ users, 3m+ messages / day
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, software

get satisfaction people-powered customer service

company help forum

some gov-related forums

Logan, Utah

Ann Arbor City Council

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, and 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

Customer Service marketing happiness reduced support costs

policy

Wikify the Process
Draft –> Publish –> Review
Changes tracked, history saved
Near final form in much shorter time
Address policy concerns.

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

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

Increasing Efficiency & Productivity
Shared project and team spaces
Live capture of streamed online meetings & conferences for ongoing participation and feedback
Real-time collaboration channels
Collaborative document creation
Development & support of cross-agency Web sites and services

Start Small...
Baby Steps
Encourage use internally
Productivity gains
Learn to appreciate the technology
Wikis, wikis, wikis!
Organize and record notes from meetings
Central repository for login information/web tools
Storing contact information – staff, vendors, etc.
Various “one-stop” projects

The Importance of Web Standards
(X)HTML, XML, CSS, XSLT, DOM, etc.
Microformats
Plain ol’ semantic HTML (POSH)‏
More than just “table-free” HTML.
When your site adheres to web standards, that semantic code becomes your API.

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

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

Web 2.0 is not just about the technology… It is the emergence of a new era, a shift in ideals, enabled by the technology.

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).

Thank you! Hillary Hartley [email_address] 415-573-2487 follow @quepol

Web 2.0 - cutting through the clutter

by hillary hartley on Oct 02, 2008

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