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

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

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?

Who?

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 .

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 Who? Web 2.0 is about people .

Harnessing Collective Intelligence

Wikinomics & Crowdsourcing

Architecture of Participation

What?

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 .

Data is the “Intel Inside”

Unique, hard-to-replicate data source = competitive advantage

Large amounts of data create their own algorithms & patterns

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

Mashed Up

“ High-tech versions of Tinkertoys”

Individual pieces of data become more valuable together than apart

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 .

Collaboration & Sharing

A culture of sharing

Old = knowledge management New = knowledge sharing

When?

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 .

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

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” Web 2.0 is about the network .

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 Web 2.0 is about the network .

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

Why?

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

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.

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

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.

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

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.

Wikify the Process

Draft –> Publish –> Review

Changes tracked, history saved

Near final form in much shorter time

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.

Make the Business Case

Perhaps instead of traditional “Acceptable Use Policies,” make the business case and let that drive creation and interaction.

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

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

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.

(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

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