Civil servant 2.0


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Civil servant 2.0 and Document Lifecycle Management: Trick or Treat. Presentation at the DLM Forum, Madrid, 25 May 2010

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Civil servant 2.0

  1. 1. Eric KetelaarCivil servant 2.0 and DLM: Trick or Treat? <br />Madrid<br />25-26 May 2010<br />1<br />
  2. 2. 2<br />
  3. 3. 3<br />Openness<br />Power to the People<br />7/7 24/24<br />
  4. 4. 4<br />mobile<br />digital<br />Unconfined<br />No FixedBoundaries<br />personal<br />virtual<br />
  5. 5. 5<br />Unconfined: No FixedBoundaries<br /><ul><li> of Organisations
  6. 6. of Workprocesses
  7. 7. of Documents
  8. 8. of Recordkeepingsystems</li></li></ul><li>6<br /> 2.0 - Best Practices Wiki / FrontPage<br />
  9. 9. 7<br />
  10. 10. 8<br />
  11. 11. 9<br />
  12. 12. 10<br /><br />
  13. 13. 11<br />Web 2.0 provides public servants with unprecedented opportunities to open up government decision making and implementation to contributions from the community. <br />Australian Public Service Commission<br />Agency activity implementing Web 2.0 technologies into their everyday business practices will be important if the government is to embed Government 2.0 cultural change in agencies. <br />Australian Government agencies should therefore enable a culture that gives their staff opportunity to experiment and develop new opportunities for online engagement. <br />Australian Government Response to the Report <br />of the Government 2.0 Taskforce <br />Engage: Getting on with Government 2.0 <br />3 May 2010<br />
  14. 14. 12<br /><br />
  15. 15. 13<br />© 2006<br />Forrester Research<br />
  16. 16. 14<br />© Jan Banning<br />
  17. 17.<br />
  18. 18. 16<br />Which 2.0-instruments is a CivilServant 2.0 using? <br />• collecting and savinginformation<br />Gmail, Netvibes, GoogleAlert, Twitter Search<br />• sharingknowledge and spread ideas<br />WordPress, Twitter, Delicious, Flickr, Picasa, YouTube, Vimeo, Slideshare<br />• contacts and communication<br />Twitter, Linkedln, Hyves, Facebook, Ambtenar 2.0, GoogleTalk, Tokbox<br />• collaborate and organise<br />GoogleGroups, GoogleDocs, Mindmeister, Twitter, Ambtenaar 2.0<br />
  19. 19.<br />17<br />
  20. 20. 18<br />
  21. 21. 19<br /><br />
  22. 22. 20<br />
  23. 23. 21<br /><br />
  24. 24. 22<br /><br />
  25. 25. Randall Stross, When History Is Compiled 140 Characters at a Time April 30, 2010<br />23<br />Christophe Vorlet© 2009 The New York Times Company<br />
  26. 26. 24<br />Accountability<br />The principle that individuals, organisations and the community are responsible for their actions and may be required to explain them to others.<br />ISO 15489.1 – 2002, clause 3.2<br />
  27. 27. Recordkeeping<br />Making and maintaining complete, accurate and reliable evidence of business transactions<br />Not province of records managers, archivists or system administrators alone - essential role of all employees<br />Includes:<br />creation of adequate records in course of business activity<br />design, establishment and operation of RK systems<br />management of records used in business and as archives<br />
  28. 28. 26<br />Recordkeeping System <br />Information system which captures, manages and provides access to records through time.<br />ISO 15489.1 – 2002, clause 3.17<br />
  29. 29. ISO 15489 characteristics of records & RK systems<br />Records characteristics:<br />authenticity (record is demonstrably what it purports to be), reliability (record content is full and accurate), integrity (record is complete and unaltered), useability (record is locatable, retrievable, renderable and meaningful), completeness (content, structure and context)<br />System characteristics:<br />reliability,integrity, compliance, comprehensiveness, systematic implementation<br />
  30. 30. 28<br />records<br />documents<br />information<br />data<br />
  31. 31. Steve Bailey, <br />Managing the crowd. Rethinking records management for the web 2.0 world (2008)<br />Records management 2.0 must be:<br /><ul><li>Independent of specific hardware, software or physical location
  32. 32. Potentially applicable to all recorded information</li></ul>29<br />
  33. 33. 30<br />
  34. 34. 31<br />
  35. 35. 32<br />Optional:<br />10.3.1 The ERMS should be able to manage electronic documents and records in the context of the same classification scheme, using the same access control mechanisms.<br />10.3.16 Users should be able to capture a document from within the EDMS.<br />10.3.30 The ERMS should be able to restrict users to viewing:<br />• only the latest version of a document;<br />• selected versions of a document;<br />• all versions of a document;<br />• versions that have been captured or registered as records,<br />the choice to be made at configuration or a later time by an<br />administrativerole.<br />10.3.31 The ERMS should allow users to have a ”personal” workspace fordocuments.<br />
  36. 36. 33<br />In some situations, the ERMS may also need to capture other kinds of record such as:<br />• blogs<br />• electroniccalendars;<br />• electronicforms;<br />• instant messagingsystems;<br />• multimedia documents;<br />• records of web-basedtransactions;<br />• records which include links to other records;<br />• webcasts;<br />• wikis.<br />MoReq2 6.1.1<br />
  37. 37. 34<br />
  38. 38. 35<br />
  39. 39. 36<br /><ul><li> Excluding spam, all comments submitted to this blog need to be kept as Commonwealth records.</li></ul>Each comment published on the blog or caught in the automated moderation filter generates an email notification – including the author’s name, email address and the complete text of their comment – which is kept as a record.<br /><ul><li> If we edit a comment, we’ll also create a document showing both the original and the edited version.
  40. 40. We also create a document for each comment we remove from the blog.
  41. 41. We don’t keep records of spam comments outside of the WordPress backend and the occasional email notification when a spam comment slips through the automated filter. This comes down to issues of normal administrative practice and what counts as a significant record or not.</li></ul><br />
  42. 42. 37<br /><br />
  43. 43. 38<br />What kinds of records can an agency apply a NAP to?<br /><ul><li>Facilitative, transitory or short term items
  44. 44. Rough working papers and/or calculations
  45. 45. Drafts not intended for further use or reference
  46. 46. Copies of material retained for reference purposes only
  47. 47. Published material which does not form an integral part of an agency’s record</li></li></ul><li>39<br />Facilitative, transitory or short term items such as:<br /><ul><li> informal communications which do not support, or contribute to the business of the organisation, such as with compliments slips, personal emails, listserv messages
  48. 48. email in email storage systems (personal or shared drives, email folders for example) that has been captured into a corporate records management system, in either electronic or paper form
  49. 49. emails sent to multiple recipients, where another recipient has responsibility for capturing the message into a records management system
  50. 50. emails capturing a continuing discussion where the final email has been captured into a records management system
  51. 51. unsolicited email (spam)</li></li></ul><li>40<br />Information Management <br />is <br />Risk Management<br />
  52. 52. Steve Bailey, <br />Managing the crowd. Rethinking records management for the web 2.0 world (2008)<br />Basic premise: capturing and making use of the user voice as an integral part of the RM process<br />41<br />
  53. 53. Steve Bailey: Records Management 2.0 must be:<br /><ul><li>A benefits-led experience for users that offers them a positive incentive to participate
  54. 54. Self-critical and positively willing to embrace challenge and change</li></ul>42<br />
  55. 55. 43<br />Attributes of information ecology: <br />integration of diverse types of information,<br />recognition of evolutionary change <br />emphasis on observation and description<br />focus on people and information behavior.<br />Thomas H. Davenport with Laurence Prusak, Information ecology: mastering the information and knowledge environment (1997)<br />
  56. 56. 44<br /> The External Environment<br />Business • Information • Technology<br /> The Organisational Environment<br />Business • Physical • Technology<br /> The Information Environment<br />Staff<br />Architecture<br />Strategy Culture<br />Process Politics<br />An Ecological Model for Information Management Davenport (1997)<br />
  57. 57. Information Management <br />is <br />Change Management<br />45<br />
  58. 58. Quinn’s Competing Values<br />Innovation oriented<br />Support oriented<br />Goal oriented<br />Rule oriented<br /><br />
  59. 59. 47<br />47<br />
  60. 60. From<br />command & control<br />To<br />collaborate & connect<br />48<br />
  61. 61. 49<br /><br />
  62. 62. IM<br />Information/<br />Communication<br /> Business<br />Technology<br />Strategy<br />Structure<br />Operations<br />"Amsterdam framework for information management"<br />Source: RikMaes 1999<br />