Read-write government: engaging citizens with social media

719 views
654 views

Published on

My talk at the Australian Government Social Media Toolkit Conference in Canberra on 17 April 2012

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
719
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Read-write government: engaging citizens with social media

  1. 1. read-write government engaging citizens with social mediaPatrick McCormickSpecial Adviser and MAMS Program DirectorDepartment of Premier and CabinetAustralian Government Social Media Best Practice Toolkit17 April 2012 - Canberra, ACT
  2. 2. the views expressed today are my own
  3. 3. read-write governmentengaging citizens with social media1 we are here now2 changing the rules3 terms of engagement4 case studies from Victoria
  4. 4. 1. we are here now
  5. 5. Australians are spending more time online according to ComScore State of the Internet 2010 • 18.8 hours per month online on average • 36.3% used Apple iTunes • 42.6% used online banking services • 81.6% used social networks
  6. 6. Australians increasingly access web on mobiles Australians with web capable mobiles • 43% - 2009 • 65% - 2010 Internet access via mobiles in Australia • 29% - 2009 • 52% - 2010 Nielson White Paper 2011
  7. 7. mind the analog divide
  8. 8. For these technologies will produce forgetfulness inthe minds of those who use them, because they willnot practice their memory. Their trust in onlineinformation, produced by external sources which arenot part of their learning, will discourage the use oftheir own memory within them. You have inventedan elixir not of memory, but of searching; and youoffer people the appearance of wisdom, not truewisdom.
  9. 9. For these technologies will produce forgetfulness inthe minds of those who use them, because they willnot practice their memory. Their trust in onlineinformation, produced by external sources whichare not part of their learning, will discourage the useof their own memory within them. You have inventedan elixir not of memory, but of searching; and youoffer people the appearance of wisdom, not truewisdom.
  10. 10. For this invention will produce forgetfulness in theminds of those who learn to use it, because they willnot practice their memory. Their trust in writing,produced by external characters which are not part ofthemselves, will discourage the use of their ownmemory within them. You have invented an elixir notof memory, but of reminding; and you offer yourpupils the appearance of wisdom, not true wisdom. - Plato 370 BC
  11. 11. citizen expectations are changing3 types of expectations - Charlie Leadbeater• I need – essential services government must provide• I want – discretionary services responding to demand• I can – option to self select, participate, co-producewhy now?• Internet 1.0 – low or no cost production and distribution• netizens 1.0 – surplus computing and doing capacity• web 2.0 - new tools, behaviours, expectations
  12. 12. the Internet has something to do with itit is compact yet immense, a ‘small world’• 10x growth adds ‘one hop’ power law distribution• growth is organic and ad hoc mostly below and above mean In Search of Jefferson‟s Moose - David G. Post • few with many links • many with few links power law distribution mostly below and above the mean •few with many links •many with few links
  13. 13. the public sector is evolving1. 20th century administrative bureaucracy read-only rigid, prescriptive, hierarchical2. new public management - performance3. triple bottom line – shareholders, stakeholders4. co-productive, shared enterprise, Gov 2.0 read-write agile, principled, collaborative
  14. 14. how do we define Gov 2.0? Gov 2.0government web 2.0 the new economy begins with technology and ends with trust - Alan Webber 1993
  15. 15. the public sector develops policy, deliversservices and manages goodslaws regulating drinking are enforced by police in parks public public sector policy public public services goods
  16. 16. we need to go back to first principles toidentify, agree on public purpose public purpose public public sector policy public public services goods
  17. 17. new tools, changing citizen behavioursand the Internet are driving change citizens technology internet PSI government
  18. 18. but trust is key to exploiting opportunitiesof collective public purpose public trustpurpose
  19. 19. 19Gov 2.0 begins with public purposeand ends with trust technology citizens public internet trustpurpose PSI government
  20. 20. the public sector needs to changea new approach• share (not cede) power, when and where appropriate• maintain authority in old and new models• government as a platform, providing a citizen ‘API’key challenges• culture of experimentation and collaboration• open access to public sector data and information• voice of authenticity, uncertainty and contestability
  21. 21. an emerging policy platformVictoria• parliamentary inquiry into PSI• VPS innovation action plan• government 2.0 action planCommonwealth• Gov 2.0 Taskforce report• APSC online engagement guidelines• declaration of open government
  22. 22. 2. adapting and evolving
  23. 23. the tragedy of the commonsthe situation in which multiple individuals, acting independently, and solely andrationally consulting their own self-interest, will ultimately deplete a sharedlimited resource even when it is clear that it is not in anyones long-term interestfor this to happen Wikipedia
  24. 24. the bounty of a peer to peer digital commons• close to zero marginal cost of production• close to zero marginal cost of distribution• scale not scarcity
  25. 25. focus on outcomes over processes „the cathedral and the bazaar‟ – Eric Raymond• new tools demand less structured approach• business cases need iterative, adaptive methodologies to respond to unexpected challenges, benefits
  26. 26. follow rules of disruptive innovation•think big•start small•fail fast
  27. 27. avoid inflexibility of massive projects•think big•start small•fail fast • think small • start big • fail slowlyValberg Lárusson, Flickr
  28. 28. deliver fast wins with rapid prototyping • time and budget constraints • eliminate technical and bureaucratic barriers • select team with diverse expertise, experience
  29. 29. agile approach rewards innovation• co-located ‘skunk works’• all ideas valid, fast decisions• draw upon external expertise
  30. 30. permission to rate, comment, contest
  31. 31. supporting a culture of collaboration
  32. 32. seeking and rating ideas openly
  33. 33. built for knowledge sharing
  34. 34. video socialises important information
  35. 35. inviting content creativity
  36. 36. walking the talk, use of social mediahttp://www.youtube.com/watch?v=8iQLkt5CG8I&feature=youtu.be
  37. 37. 3. listening to the crowd
  38. 38. co-production with or without us“information wants to be free” - Stewart Brand at first Hackers Conference 1984
  39. 39. making government accountable
  40. 40. the wisdom of 100 million phone calls
  41. 41. peer to peer support in real timeCNNhttp://edition.cnn.com/2011/WORLD/asiapcf/07/14/india.blasts.help/index.html?hpt=hp_bn2 2011 Mumbai bomb blasts spark social media response
  42. 42. governments find new authentic voices
  43. 43. re-imagining government as a platform• Veterans Job Bank – worked with industry on job matching service• FDA 90 day challenge - to speed medical device approval• DOT Regulation Room - airplane passenger bill of rights• DARPA design challenge - new XC2V design by unemployed Mexican immigrant, saved $50M
  44. 44. establishing trusted presence onnew platforms
  45. 45. new channel with no middle men• re-purpose existing content• unfiltered and direct• reaches public and traditional media simultaneously• Low cost, ever
  46. 46. listening for citizen pain points (cc @justice_vic) Working with Children check was 90% done (almost 11 weeks), lodged an Employ instead, and it will restart and take another 12 weeks. What a stupid system… @deonwentworth Deon - thx for your feedback. Dont know right now what happened or why its like that - but will have someone look into ^D
  47. 47. exceeding expectations by following up @deonwentworth Have chased up and have an answer for you. Pls dm your email addy or contact # as response wont fit in 140 spaces. Thanks ^J @justice_vic No need, got the check yesterday, start 2morrow. Thx a lot 4 following this up, thought Youd forgotten. If you still need to, you can email me at…
  48. 48. building trust through open an exchange @deonwentworth Simple answer: starts over when changing categ. - makes extra sure no charges after applying. Annoying yes, but we err on side of extra protection for kids. ^D @justice_vic thanks. Got my card earlier in the week. #goodjob @justice_vic for not giving up on customer enquiries and following through right to the end
  49. 49. CFA, Black Saturday, Flickr 4. delivering on expectations
  50. 50. sharing emergency information intimely, convenient way
  51. 51. going where people are to build trustand improve access to information 15,450 fans x average of 150 friends = 2,317,500 people
  52. 52. citizen engagement takes many forms
  53. 53. FireReady mobile apps enable citizensto help themselves and their neighbors
  54. 54. changing community expectations• 31,852 followers - Victoria Police on Twitter• 51,133 downloads - CFA FireReady mobile app• 261,270 likes - Queensland Police on Facebook 54
  55. 55. seeking citizen input, educatinginteractively
  56. 56. fostering shared responsibility throughcitizen engagement and content creation
  57. 57. adding a game layer to water safety
  58. 58. greater transparency can reduce costs
  59. 59. and confirm public safety objectives
  60. 60. RHoK Melbourne: thinking globally,collaborating locally
  61. 61. read-write governmentengaging citizens with social media1 we are here now2 changing the rules3 terms of engagement4 case studies from Victoria
  62. 62. Thanks! Questions?Patrick McCormickpatrick.mccormick@dpc.vic.gov.au@solutist
  63. 63. re-using this presentation? the fine print…• Parts of this presentation not under copyright or licensed to others (as indicated) have been made available under the Creative Commons Licence 3.0• Put simply, this means: – you are free to share, copy and distribute this work – you can remix and adapt this work• Under the following conditions – you must attribute the work to the author: Patrick McCormick - paddy@post.harvard.edu – you must share alike – so if you alter or build upon this work you have to keep these same conditions• Unless stated otherwise, the information in this presentation is the personal view of the author and does not represent official policy or position of his employer

×