the government 2.0 (r)evolution Hillary Hartley NIC Inc. Maryland Digital Government Summit June 24, 2009
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
MEMORANDUM FOR THE HEADS OF EXECUTIVE DEPARTMENTS AND AGENCIES SUBJECT:  Transparency and Open Government My Administratio...
What does this mean for government?
Web 1.0 -> eGov Web 2.0 -> ????
eGov, iGov, we all Gov efficiency & invisibility
incremental no “killer app” future-proofing
Social Media Platform blogs & micro-blogs, wikis, podcasts, social networking, social bookmarking, mashups, photo & video ...
integrate aggregate track
Customer Service
A working definition... Data-driven solutions Encourage participation Enhance customer service
Data-driven  solutions.
<ul><li>Data is the “Intel Inside” </li></ul><ul><li>Data trumps programming </li></ul><ul><li>Large amounts of data creat...
<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 ...
Encourage  participation .
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 ...
Enhance  customer service .
Enhance  customer service . <ul><li>Joy and Ease of Use </li></ul><ul><li>“ Surprise and Delight” </li></ul><ul><li>Usabil...
marketing happiness reduced support costs
policy
<ul><li>Make the Business Case </li></ul><ul><li>Instead of traditional “Acceptable Use Policies,” make the business case ...
Marketing <ul><li>Social network participation is marketing. </li></ul><ul><ul><li>a means to an end:  getting people to y...
Marketing <ul><li>Customer service is marketing. </li></ul><ul><ul><li>Enlisting users as co-contributors leads to efficie...
Examples Building your social media platform using available tools.
twitter What are you doing?
a personal twitter page
“ news river”
customer service
customer service
customer service
customer service  2
some gov-related twitters
Live Traffic Conditions
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
California Governor
Maine.gov
Utah.gov
twitter <ul><li>Who? Network effects are massive </li></ul><ul><li>What?   20m UVs in May; 1600% growth </li></ul><ul><li>...
flickr folksonomy-based photo-sharing
 
 
 
 
flickr <ul><li>Who? Huge collective user value </li></ul><ul><li>What?   3 billion photos, 30m visitors / mo. </li></ul><u...
get satisfaction people-powered customer service
 
company help forum
 
some gov-related forums
Election Propositions
City Council FAQs
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...
Your To-Do List No need to reinvent the wheel. Use available tools. Get your feet wet.
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....
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 Hillary Hartley, NIC Inc. hillary@nicusa.com  twitter: @quepol
Photos & Concepts http://flickr.com/photos/dpwhitt/127977447/ http://flickr.com/photos/tookie/183503927/ http://flickr.com...
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2009 MD Digital Government Summit - Web 2.0

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Web 2.0 and Government - June 24, 2009

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2009 MD Digital Government Summit - Web 2.0

  1. 1. the government 2.0 (r)evolution Hillary Hartley NIC Inc. Maryland Digital Government Summit June 24, 2009
  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. MEMORANDUM FOR THE HEADS OF EXECUTIVE DEPARTMENTS AND AGENCIES SUBJECT: Transparency and Open Government My Administration is committed to creating an unprecedented level of openness in Government. We will work together to ensure the public trust and establish a system of transparency, public participation, and collaboration. Openness will strengthen our democracy and promote efficiency and effectiveness in Government. Government should be transparent . … Government should be participatory . … Government should be collaborative . … BARACK OBAMA http://www.whitehouse.gov/the_press_office/TransparencyandOpenGovernment/ Openness Collaboration Community
  8. 9. What does this mean for government?
  9. 10. Web 1.0 -> eGov Web 2.0 -> ????
  10. 11. eGov, iGov, we all Gov efficiency & invisibility
  11. 12. incremental no “killer app” future-proofing
  12. 13. Social Media Platform blogs & micro-blogs, wikis, podcasts, social networking, social bookmarking, mashups, photo & video sharing, live video streaming, feeds, microformats
  13. 14. integrate aggregate track
  14. 15. Customer Service
  15. 16. A working definition... Data-driven solutions Encourage participation Enhance customer service
  16. 17. Data-driven solutions.
  17. 18. <ul><li>Data is the “Intel Inside” </li></ul><ul><li>Data trumps programming </li></ul><ul><li>Large amounts of data create their own algorithms & patterns </li></ul>Data-driven solutions.
  18. 19. <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 </li></ul>Data-driven solutions.
  19. 20. 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 Data-driven solutions.
  20. 21. Encourage participation .
  21. 22. Read-write Web + People Using It Web 2.0
  22. 23. <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>Encourage participation .
  23. 24. <ul><li>Harnessing Collective Intelligence </li></ul><ul><li>Wikinomics & Crowdsourcing </li></ul><ul><li>Architecture of Participation </li></ul><ul><li>Culture of Collaboration & Sharing </li></ul>Encourage participation .
  24. 25. Enhance customer service .
  25. 26. Enhance customer service . <ul><li>Joy and Ease of Use </li></ul><ul><li>“ Surprise and Delight” </li></ul><ul><li>Usability & Accessibility </li></ul><ul><li>Satisfaction </li></ul><ul><li>Feedback Loops </li></ul>
  26. 27. marketing happiness reduced support costs
  27. 28. policy
  28. 29. <ul><li>Make the Business Case </li></ul><ul><li>Instead of traditional “Acceptable Use Policies,” make the business case and let that drive creation and interaction. </li></ul>Address policy concerns.
  29. 30. Marketing <ul><li>Social network participation is marketing. </li></ul><ul><ul><li>a means to an end: getting people to your services </li></ul></ul><ul><ul><li>“ Google juice” </li></ul></ul>
  30. 31. Marketing <ul><li>Customer service is marketing. </li></ul><ul><ul><li>Enlisting users as co-contributors leads to efficiencies </li></ul></ul><ul><ul><li>Doing business online is personal </li></ul></ul><ul><ul><li>Developing those relationships is competitive advantage </li></ul></ul>
  31. 32. Examples Building your social media platform using available tools.
  32. 33. twitter What are you doing?
  33. 34. a personal twitter page
  34. 35. “ news river”
  35. 36. customer service
  36. 37. customer service
  37. 38. customer service
  38. 39. customer service 2
  39. 40. some gov-related twitters
  40. 41. Live Traffic Conditions
  41. 42. Los Angeles Fire Department
  42. 43. 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.
  43. 45. UK Prime Minister’s Office
  44. 46. California Governor
  45. 47. Maine.gov
  46. 48. Utah.gov
  47. 49. twitter <ul><li>Who? Network effects are massive </li></ul><ul><li>What? 20m UVs in May; 1600% growth </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” – syndicated, IM, SMS, email, widgets, desktop software </li></ul>
  48. 50. flickr folksonomy-based photo-sharing
  49. 55. flickr <ul><li>Who? Huge collective user value </li></ul><ul><li>What? 3 billion photos, 30m visitors / mo. </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>
  50. 56. get satisfaction people-powered customer service
  51. 58. company help forum
  52. 60. some gov-related forums
  53. 61. Election Propositions
  54. 62. City Council FAQs
  55. 63. 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, & the chance for users to share their expertise. </li></ul>
  56. 64. uservoice user-driven feedback loops
  57. 69. 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>
  58. 70. Your To-Do List No need to reinvent the wheel. Use available tools. Get your feet wet.
  59. 71. 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>
  60. 72. “ 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
  61. 73. 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.
  62. 74. embrace the shift Hillary Hartley, NIC Inc. hillary@nicusa.com twitter: @quepol
  63. 75. 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).

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