Local Gov Digital Engagement - in at the deep end!


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Local Gov Digital Engagement - in at the deep end!

  1. 1. Local gov digital engagement – In at the deep end!<br />Michele Ide-Smith<br />Paul Henderson<br />
  2. 2. Our challenge<br />Wisbech – market town in North Cambridgeshire<br />Poor Place Survey results – NI 1, NI 4, NI 17<br />High unemployment, economic deprivation<br />Large migrant community - Polish, Latvian, Lithuanian, Russian<br />Low educational attainment and IT skills<br />Slow broadband access, lack of computer ownership<br />Hard to engage migrant communities, youth, older people, disabled people, time pressured 25 – 40’s using neighbourhood panels, community fairs<br />
  3. 3. Our objectives<br />Use social media to help build stronger communities and improve cohesion – shared visibility of community issues and culture<br />Identify areas where issues are prevalent, in order to focus Agency service delivery and help set priority outcomes<br />Offer an alternative channel to communicate and educate communities on priority issues<br />
  4. 4. Partnership working<br />Rosmini Centre Wisbech<br />
  5. 5. What about hyperlocal?<br />Few active hyperlocal sites (we did an audit)<br />Some Parish Council sites – but not social<br />Facebook and Gadu-Gadu are the most popular social sites (from community survey)<br />We need to stimulate hyperlocal activity to build an active online community to engage with<br />
  6. 6. Community management – pro’s<br />Democratic and self-moderating<br />Sustainable model – owned by the community<br />Building community skills in social media, use of digital media and social reporting<br />Public service providers have less liability<br />Low / no cost technology and flexibility to try a range of different tools<br />
  7. 7. Community management – Con’s<br />Lack of control, service providers fear criticism<br />Reliance on a few motivated individuals, could be hijacked by one community group<br />Lack of motivation and interest from community<br />Lack of skills in digital and social media<br />Unclear how service providers intervene if there are tensions or conflict arises<br />Reliance on continuing existence of providers of free social media platforms / tools<br />
  8. 8. Using existing groups/networks<br />
  9. 9. Approach<br />Build on success of existing e-democracy models<br />Develop strong partnership working ethos<br />Use existing social media tools where possible<br />Co-creation and community ownership – engage community throughout the design process<br />Clearly defined roles and agreements<br />Community Manager<br />Community Champions – enthusiasts, voluntary and community sector, Parish Councils<br />Residents<br />Public Sector Agencies<br />Councillors<br />
  10. 10.
  11. 11. Outcomes<br />Reduced avoidable contact (NI 14)<br />More representative view of priority issues (NI 4)<br />Improved information, targeting of resources<br />Outreach reaches wider geographical audience<br />Better information for residents<br />Residents have visibility of issues raised by others (cohesion - NI 1) and can raise issues confidentially<br />Councillors can pro-actively engage residents<br />Increased social media literacy and skills<br />
  12. 12. Links with other projects<br />Talk2Croydon (CVS run e-democracy site)<br />E-democracy Forums<br />CitizenScape (Public-i EU funded project)<br />Harringay Online and other hyperlocal sites<br />Networked Neighbourhoods research<br />Local 2.0 (Young Foundation)<br />Citizens Advice Bureau Advicehub project<br />Any others??<br />
  13. 13. Process and techniques<br />Survey <br />Focus groups<br />Stakeholder workshop<br />
  14. 14. What do you think?<br /> Don’t like <br />Like <br />
  15. 15. What did they think?<br />Like <br /> Don’t like <br />
  16. 16. Blogs<br />Needs to be brilliant to catch attention<br />lots of information on progress <br />Informative<br />Easy to follow<br />Can see pictures of other people who write about problems and you can see how they were fixed<br />Keeping you up to date<br />impressed at how up to date it was<br />Doesn’t catch your interest enough, it’s too plain <br />Problem page would be better <br />How is it being made?<br />Like the layout<br />Very up to date<br />Dull<br />Impressed with site<br />Can groups and individuals set up blogs?<br />Notes problems and safety issues<br />Is it safe? Safety of my information<br />Nacro<br />Urban 25-40<br />Older people <br />
  17. 17. Google maps<br />Easy/clear instructions<br />Amazing details<br />you can get directions straight away where you want and it shows by car, walking and on public transport<br />Don’t like someone seeing my own back garden<br />Very clear and detailed pictures<br />Had used it for directions but didn’t know about public transport times<br />Easy to understand and use<br />Liked you could zoom right into your house<br />Easy to use<br />love it<br />I like this site<br />All had used it<br />Nacro<br />Urban 25-40<br />Older people <br />
  18. 18. FixMyStreet<br />very good<br />Probably better off reporting straight to the Council/police etc<br />Very good easier than traipsing to somewhere to report a problem <br />No-one heard of it<br />Does it really work?<br />Now I know about it, will probably use it <br />Easy to use<br />easy to use and a good site<br />Like it, good to know it’s there <br />Very good for people who want to move to an area<br />could be useful<br />you can’t see when the problem is likely to be fixed<br />not much being fixed <br />Basic (very)<br />Why do they want my email to report a pothole?<br />Anonymous settings confusing<br />Not always sorted in good time, my report is still waiting to be dealt with after 6 months and even a year<br />I like this site<br />Nacro<br />Urban 25-40<br />Older people <br />
  19. 19. Pledgebank<br />helps you if you have a problem<br />Not interested<br />No-one heard of it<br />Not used an online petition<br />You can write your own things, problems and chat to people to get things done<br />Very good idea and needs more publicity<br />bad pledge fails to get enough subscriptions <br />Never heard of it<br />Good idea<br />Basic- no confusion<br />Easy to use/understand<br />Only loudest voices being heard, not the majority<br />Wouldn’t use it <br />A do-gooders website <br />Don’t think I would join in <br />Nacro<br />Urban 25-40<br />Older people <br />
  20. 20. WhatDoTheyKnow<br />Positive: none, unless you want information from a specific authority<br />Never heard of it<br />No-one heard of it<br />Don’t believe you would get the real information<br />Slow/boring<br />not what I expected <br />very plain boring site<br />Not sure that you could trust statistics from the council<br />Wouldn’t use it, boring<br />Don’t think we would use it<br />Not interested<br />Nacro<br />Urban 25-40<br />Older people <br />
  21. 21. Twitter<br />What’s the point?<br />Never been on it<br />irrelevant information<br />Annoying- what’s it for? <br />Need to be careful what you say on there –especially politicians<br />Interested in it – but not got time for it<br />Everyone heard of it/ no-one used it<br />Very childish<br />Nacro<br />Urban 25-40<br />Older people <br />
  22. 22. Any trends?<br />Normal people:<br /><ul><li>Haven't heard of this stuff (FixMyStreet etc)
  23. 23. Will and do use simple, well designed sites (eg Google Maps)
  24. 24. Don't turn to social media if they've got a problem - yet
  25. 25. Need a hand
  26. 26. Think Twitter is rubbish</li></li></ul><li>Stakeholders help &apos;Design&apos; the site<br />
  27. 27. Stakeholders help &apos;Design&apos; the site<br />(Hat-tip to @davidwilcox <br />and the Social Media Game)<br />
  28. 28. Throw scenarios at the sitee.g.Parksafety<br /><ul><li>Families are afraid of going to play areas in the park because of drinking and drug-taking
  29. 29. CCTV cameras have been put up, but this has just moved the problem to another area of the park
  30. 30. Would like more patrols or something to be done to make it safe even during the day
  31. 31. Roles
  32. 32. Stacy: mum who lives near the park
  33. 33. John: partnership member who receives the query via the site
  34. 34. Mary: councillor/contractor who has respond to the problem and do something about it</li></li></ul><li>&apos;Test&apos; the site<br />
  35. 35. Matters arising<br /><ul><li>Processes and procedures outside the site
  36. 36. Marketing & communications planning
  37. 37. Roles and responsibilities of partners
  38. 38. Not (too) many technical challenges</li></li></ul><li>What next?<br /><ul><li>Refine user stories
  39. 39. Prioritise functions
  40. 40. Build and test in the real world</li>