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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? <ul><li>Talking – Conversation  </li></ul><ul><li>Reading – Newspapers  </li></ul><ul><li>Listeni...
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  ...
Web 1.0    eGov Web 2.0    ????
eGov, iGov, we all Gov efficiency & invisibility
Web 2.0 Value for Government <ul><li>Wikis – 46.2% </li></ul><ul><li>Instant Messaging – 26.9% </li></ul><ul><li>Social Ne...
let’s dig deeper
The 5 Ws Who? What? When? Where? Why?
Who?
Web 2.0 is about  people .
Read-write Web  +  People Using It   Web 2.0
<ul><li>Collective User Value </li></ul><ul><li>Benefiting from massive traffic and use </li></ul><ul><li>The more users, ...
<ul><li>Harnessing Collective Intelligence </li></ul><ul><li>Wikinomics & Crowdsourcing </li></ul><ul><li>Architecture of ...
What?
Web 2.0 is about  data .
<ul><li>Data is the “Intel Inside” </li></ul><ul><li>Unique, hard-to-replicate data source = competitive advantage </li></...
<ul><li>Mashed Up </li></ul><ul><li>“ High-tech versions of Tinkertoys” </li></ul><ul><li>Individual pieces of data become...
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 ...
Quick Case Study iamcaltrain.com
www.caltrain.org
maps.yahoo.com
www.iamcaltrain.com
Web 2.0 is about  sharing .
What? <ul><li>Collaboration & Sharing </li></ul><ul><li>A  culture  of sharing </li></ul><ul><li>Old = knowledge managemen...
When?
Web 2.0 is  NOW .
When? <ul><li>Real-time, Always On, Immediate </li></ul><ul><ul><li>Real-time interactions among users </li></ul></ul><ul>...
Where?
Web 2.0 is about the  network .
Where? <ul><li>The Internet as a platform </li></ul><ul><li>Cloud Computing </li></ul><ul><ul><li>The  computer is every c...
Where? <ul><li>Positive Network Effects </li></ul><ul><li>“ Every true web 2.0 company is building a database whose value ...
Fax Machine   Social Networks
Why?
Government 2.0 is  here .
Future of eGovernment <ul><li>moving away from “one stop shop” portal </li></ul><ul><li>turning more towards mashups </li>...
“ 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 <ul><li>Who? Huge collective user value </li></ul><ul><li>What?   2.9b photos, 25m visitors / month </li></ul><ul><...
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 journalis...
UK Prime Minister’s Office
Michigan Governor
twitter <ul><li>Who? Network effects are massive </li></ul><ul><li>What?   1m+ users, 3m+ messages / day </li></ul><ul><li...
get satisfaction people-powered customer service
 
company help forum
 
 
some gov-related forums
Logan, Utah
Ann Arbor City Council
get satisfaction <ul><li>Who? Companies, experts, users, fans </li></ul><ul><li>What?   Help people help themselves </li><...
uservoice user-driven feedback loops
 
 
 
uservoice <ul><li>Who? Companies, organizations </li></ul><ul><li>What?   Feedback, support tracking </li></ul><ul><li>Whe...
Customer Service marketing happiness reduced support costs
policy
<ul><li>Wikify the Process </li></ul><ul><li>Draft –> Publish –> Review </li></ul><ul><li>Changes tracked, history saved <...
<ul><li>Make the Business Case </li></ul><ul><li>Perhaps instead of traditional “Acceptable Use Policies,” make the busine...
Your To-Do List No need to reinvent the wheel. Use available tools. Get your feet wet.
Increasing Efficiency & Productivity <ul><li>Shared project and team spaces </li></ul><ul><li>Live capture of streamed onl...
Start Small... <ul><li>Baby Steps </li></ul><ul><ul><li>Encourage use internally </li></ul></ul><ul><ul><li>Productivity g...
The Importance of Web Standards <ul><li>(X)HTML, XML, CSS, XSLT, DOM, etc. </li></ul><ul><li>Microformats </li></ul><ul><l...
What can you do right now? <ul><li>Be open to technology and existing services </li></ul><ul><ul><li>think outside the box...
“ At the end of the day, it’s not even about collecting information on your portals.  The best way to make yourself web 2....
Social Media Platform blogs & micro-blogs, wikis, podcasts, photo & video sharing, live video streaming, social networking...
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...
Thank you! Hillary Hartley [email_address] 415-573-2487 follow @quepol
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Web 2.0 - cutting through the clutter

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  • Transcript of "Web 2.0 - cutting through the clutter"

    1. 1. government in the 2.0 era Hillary Hartley NIC Inc. Government Technology Events Fall 2008
    2. 2. What is Web 2.0?
    3. 4. Web 2.0 is not… all about technology.
    4. 5. It is an era.
    5. 6. But how did we get here? <ul><li>Talking – Conversation </li></ul><ul><li>Reading – Newspapers </li></ul><ul><li>Listening – Radio </li></ul><ul><li>Watching – Television </li></ul><ul><li>Browsing – Web 1.0 </li></ul><ul><li>Searching – Web 1.5 </li></ul><ul><li>Sharing == Web 2.0 </li></ul>
    6. 7. Core tenets of Web 2.0 Openness Collaboration Community
    7. 8. What does this mean for government?
    8. 9. 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 .
    9. 10. Web 1.0  eGov Web 2.0  ????
    10. 11. eGov, iGov, we all Gov efficiency & invisibility
    11. 12. Web 2.0 Value for Government <ul><li>Wikis – 46.2% </li></ul><ul><li>Instant Messaging – 26.9% </li></ul><ul><li>Social Networks – 11.5% </li></ul><ul><li>Blogs – 9.6% </li></ul><ul><li>Online Chats – 5.8% </li></ul><ul><li>Live, Streaming Video </li></ul><ul><li>- Federal Computer Week </li></ul>
    12. 13. let’s dig deeper
    13. 14. The 5 Ws Who? What? When? Where? Why?
    14. 15. Who?
    15. 16. Web 2.0 is about people .
    16. 17. Read-write Web + People Using It Web 2.0
    17. 18. <ul><li>Collective User Value </li></ul><ul><li>Benefiting from massive traffic and use </li></ul><ul><li>The more users, the better the system performs </li></ul>Who? Web 2.0 is about people .
    18. 19. <ul><li>Harnessing Collective Intelligence </li></ul><ul><li>Wikinomics & Crowdsourcing </li></ul><ul><li>Architecture of Participation </li></ul>Who? Web 2.0 is about people .
    19. 20. What?
    20. 21. Web 2.0 is about data .
    21. 22. <ul><li>Data is the “Intel Inside” </li></ul><ul><li>Unique, hard-to-replicate data source = competitive advantage </li></ul><ul><li>Large amounts of data create their own algorithms & patterns </li></ul>What? Web 2.0 is about data .
    22. 23. <ul><li>Mashed Up </li></ul><ul><li>“ High-tech versions of Tinkertoys” </li></ul><ul><li>Individual pieces of data become more valuable together than apart </li></ul>What? Web 2.0 is about data .
    23. 24. 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 .
    24. 25. Quick Case Study iamcaltrain.com
    25. 26. www.caltrain.org
    26. 27. maps.yahoo.com
    27. 28. www.iamcaltrain.com
    28. 29. Web 2.0 is about sharing .
    29. 30. What? <ul><li>Collaboration & Sharing </li></ul><ul><li>A culture of sharing </li></ul><ul><li>Old = knowledge management New = knowledge sharing </li></ul>Web 2.0 is about sharing .
    30. 31. When?
    31. 32. Web 2.0 is NOW .
    32. 33. When? <ul><li>Real-time, Always On, Immediate </li></ul><ul><ul><li>Real-time interactions among users </li></ul></ul><ul><ul><li>Real-time services based on your data </li></ul></ul><ul><li>Dialog </li></ul><ul><li>Viral, engaging </li></ul><ul><li>Barriers to entry have disappeared </li></ul>Web 2.0 is NOW .
    33. 34. Where?
    34. 35. Web 2.0 is about the network .
    35. 36. Where? <ul><li>The Internet as a platform </li></ul><ul><li>Cloud Computing </li></ul><ul><ul><li>The computer is every computer. </li></ul></ul><ul><li>Not tied to a specific device </li></ul><ul><li>“ Internet OS” </li></ul>Web 2.0 is about the network .
    36. 37. Where? <ul><li>Positive Network Effects </li></ul><ul><li>“ Every true web 2.0 company is building a database whose value grows in proportion to its number of users.” - Tim O’Reilly </li></ul><ul><li>Value increases as more people use it </li></ul><ul><li>You only get out of it what you put into it </li></ul>Web 2.0 is about the network .
    37. 38. Fax Machine Social Networks
    38. 39. Why?
    39. 40. Government 2.0 is here .
    40. 41. Future of eGovernment <ul><li>moving away from “one stop shop” portal </li></ul><ul><li>turning more towards mashups </li></ul><ul><li>reusability of content and web services </li></ul><ul><li>“ 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.” </li></ul><ul><li>Gartner, The Real Future of E-Government: From Joined-Up to Mashed Up </li></ul>
    41. 42. “ loosely joined pieces”
    42. 44. Trust  Empowerment Cooperate with your citizens. Reward collaboration. Loosen the grips of control.
    43. 45. Examples Some of my favorite sites. What they do, and how you might use them.
    44. 46. flickr folksonomy-based photo-sharing
    45. 52. flickr <ul><li>Who? Huge collective user value </li></ul><ul><li>What? 2.9b photos, 25m visitors / month </li></ul><ul><li>Where? No need for hard drives, backups </li></ul><ul><li>When? Conversational, real-time </li></ul><ul><li>Why? Flickr’s commodity is photos… files . Architecture can apply to anything that needs to be hosted, viewed, tagged, sorted, etc. </li></ul>
    46. 53. twitter What are you doing?
    47. 54. a personal twitter page
    48. 55. “ news river”
    49. 56. customer service
    50. 57. customer service 2
    51. 58. some gov-related twitters
    52. 59. Los Angeles Fire Department
    53. 60. 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.
    54. 61. UK Prime Minister’s Office
    55. 62. Michigan Governor
    56. 63. twitter <ul><li>Who? Network effects are massive </li></ul><ul><li>What? 1m+ users, 3m+ messages / day </li></ul><ul><li>Where? Literally all over the globe </li></ul><ul><li>When? Instantaneous, mobile, viral </li></ul><ul><li>Why? Future of hybrid communication Numerous ways to send & receive “tweets” – </li></ul><ul><li>syndicated, IM, SMS, email, widgets, software </li></ul>
    57. 64. get satisfaction people-powered customer service
    58. 66. company help forum
    59. 69. some gov-related forums
    60. 70. Logan, Utah
    61. 71. Ann Arbor City Council
    62. 72. get satisfaction <ul><li>Who? Companies, experts, users, fans </li></ul><ul><li>What? Help people help themselves </li></ul><ul><li>Where? Inside & outside the organization </li></ul><ul><li>When? Whenever there’s a question </li></ul><ul><li>Why? Meaningful engagement </li></ul><ul><li>People-powered architecture for Q&A, discussion, feedback, and the chance for users to share their expertise. </li></ul>
    63. 73. uservoice user-driven feedback loops
    64. 77. uservoice <ul><li>Who? Companies, organizations </li></ul><ul><li>What? Feedback, support tracking </li></ul><ul><li>Where? From the bottom up </li></ul><ul><li>When? Whenever someone has an idea </li></ul><ul><li>Why? Empowered users, better products </li></ul><ul><li>User-driven feedback loops, support tracking, listen to users, build consensus, report </li></ul>
    65. 78. Customer Service marketing happiness reduced support costs
    66. 79. policy
    67. 80. <ul><li>Wikify the Process </li></ul><ul><li>Draft –> Publish –> Review </li></ul><ul><li>Changes tracked, history saved </li></ul><ul><li>Near final form in much shorter time </li></ul>Address policy concerns.
    68. 81. <ul><li>Make the Business Case </li></ul><ul><li>Perhaps instead of traditional “Acceptable Use Policies,” make the business case and let that drive creation and interaction. </li></ul>Address policy concerns.
    69. 82. Your To-Do List No need to reinvent the wheel. Use available tools. Get your feet wet.
    70. 83. Increasing Efficiency & Productivity <ul><li>Shared project and team spaces </li></ul><ul><li>Live capture of streamed online meetings & conferences for ongoing participation and feedback </li></ul><ul><li>Real-time collaboration channels </li></ul><ul><li>Collaborative document creation </li></ul><ul><li>Development & support of cross-agency Web sites and services </li></ul>
    71. 84. Start Small... <ul><li>Baby Steps </li></ul><ul><ul><li>Encourage use internally </li></ul></ul><ul><ul><li>Productivity gains </li></ul></ul><ul><ul><li>Learn to appreciate the technology </li></ul></ul><ul><li>Wikis, wikis, wikis! </li></ul><ul><ul><li>Organize and record notes from meetings </li></ul></ul><ul><ul><li>Central repository for login information/web tools </li></ul></ul><ul><ul><li>Storing contact information – staff, vendors, etc. </li></ul></ul><ul><ul><li>Various “one-stop” projects </li></ul></ul>
    72. 85. The Importance of Web Standards <ul><li>(X)HTML, XML, CSS, XSLT, DOM, etc. </li></ul><ul><li>Microformats </li></ul><ul><li>Plain ol’ semantic HTML (POSH)‏ </li></ul><ul><li>More than just “table-free” HTML. </li></ul><ul><li>When your site adheres to web standards, that semantic code becomes your API. </li></ul>
    73. 86. What can you do right now? <ul><li>Be open to technology and existing services </li></ul><ul><ul><li>think outside the box </li></ul></ul><ul><li>Think about your data in “layers” </li></ul><ul><ul><li>for google, twitter, iCal, web services </li></ul></ul><ul><li>Start to embrace a culture of sharing and openness </li></ul><ul><li>Have conversations; build community </li></ul>
    74. 87. “ 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
    75. 88. Social Media Platform blogs & micro-blogs, wikis, podcasts, photo & video sharing, live video streaming, social networking, social bookmarking, mashups, feeds, microformats
    76. 89. 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.
    77. 90. embrace the shift
    78. 91. 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).
    79. 92. Thank you! Hillary Hartley [email_address] 415-573-2487 follow @quepol

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