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Web 3.0 & The Public Sector

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Darren Sharp’s presentation to the Web 3.0 & The Public Sector conference held in Canberra 25-27 October 2010.

Citizen Innovation: the future of online communities.

* Harnessing online communities for service delivery, innovation and policy development.

* How can government and public sector organisations turn citizen's ideas into actionable insight?

Published in: Technology, Business
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Web 3.0 & The Public Sector

  1. 1. Citizen Innovation: the future of online communities Darren Sharp Senior Consultant Resonate Solutions +61 (0)419 314 655 twitter.com/dasharp Web 3.0 & The Public Sector Canberra Tue 26 October 2010
  2. 2. Resonate Solutions • Surveys • Build & manage online communities • Strategy • Operations • Technology • Design
  3. 3. The promise of Gov 2.0 Creating opportunities for internal & external engagement between: • citizens and • government agencies; • public sector organisations; • public servants; • policy makers; • elected representatives/legislators
  4. 4. Social Media as Cocktail Party
  5. 5. Why online community hubs? Forrester recommends a community hub approach: a social media strategy that focuses on maximizing leverage from the corporate Web site and integrates with public community Web sites like Facebook, LinkedIn, and Twitter for greater reach, impact, and efficiency. Those marketing departments that adopt this approach will attract a wider audience, drive relevancy, and ultimately leverage community value throughout the department. Turning Your B2B Web Site Into A Community Hub. Forrester Research, September 2009.
  6. 6. Invite folks over to your place!
  7. 7. Why host your own community? • Public sites change • You can’t control public sites • You can’t adequately facilitate conversations • You still have a corporate website! • Public sites don’t provide brand context
  8. 8. How does it work? Online Communities
  9. 9. Framing the conversation… Customer initiated Ideas with voting and comments Iterative Survey – with customer generated answers, voting and ranking Comment Spinners – indicating community health Quick Polls – with immediate graphical feedback Blog Posts with comments www.everydaymatters.com.au
  10. 10. Customer initiated ideas… https://millionideas.com.au
  11. 11. Join the Burger Club... (Become an Insider!) www.hungryjacksonline.com
  12. 12. ECHOES Methodology
  13. 13. Online Communities: Resonate’s Approach Embededness Competence Help Objects Environment Story
  14. 14. Embededness http://www.flickr.com/photos/hans-on-experience/4922
  15. 15. Competence http://www.flickr.com/photos/janekm/215335219/
  16. 16. Help http://www.flickr.com/photos/markbek/2757239956/
  17. 17. Objects http://www.flickr.com/photos/newrambler/155191253 /
  18. 18. Environment http://www.flickr.com/photos/reiner/1528284969/
  19. 19. Story
  20. 20. Key Lessons • You need courage to make a start • Engage in an honest and transparent conversation with your community • Beware the monsters within
  21. 21. Key Lessons • Community hubs are a long-term resource • Be prepared to act (“close the loop”) • Recognise your most frequent contributors
  22. 22. Thanks! Darren Sharp Senior Consultant, Community Management darren.sharp@resonatesolutions.com.au +61 (0)419 314 655 www.twitter.com/dasharp www.resonatesolutions.com.au Conversations. Communities. Collaboration.

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