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Online Communities at EuroPCom - Steven Clift KHub.Net and E-Democracy.org

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Online Communities of Practice presentation at EuroPCom - European Conference for Public Communication by Steven Clift. Mixes lessons from UK-based Knowledge Hub http://khub.net with a few relevant experiences via http://E-Democracy.org

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Online Communities at EuroPCom - Steven Clift KHub.Net and E-Democracy.org

  1. 1. Online Communities of Practice, EuroPCom Steven Clift, Global Engagement Lead, KHub.Net
  2. 2. Outline • Introduction – Groups and Individuals • Knowledge Hub – KHub.Net Overview • Online Communities of Practice – Do’s – Don’ts – With examples • Conclusion
  3. 3. Breaking the ice … going back in time
  4. 4. Happy Back to the Future Day #BTTF2015
  5. 5. Government by day, Citizen by night ... 1994 E-Democracy.org
  6. 6. Governments explore knowledge exchange to improve public services • Led to Knowledge Hub in the UK (decade of experience now) • Other below radar initiatives I once called “public net-work” • More attention to “e- consultation”
  7. 7. Then came “private life first” social media …
  8. 8. You are in the center “networked individualism” v. groups tension You Friends Family Communities Prof. Peers Public “Entities”
  9. 9. Back to the future with online groups – communities of practice
  10. 10. Outline • Introduction – Groups and Individuals • Knowledge Hub – KHub.Net Overview • Online Communities of Practice – Do’s – Don’ts – With examples • Conclusion
  11. 11. What is Knowledge Hub? • Digital collaboration space dedicated to the public and non-profit sectors • Where public service professionals connect, exchange knowledge, ideas, insight and experience to improve public services • 100,000+ registered professionals across 450 public sector organisations and 11 countries • Visit KHub.Net
  12. 12. million knowledge exchanges at your fingertips16 Knowledge Hub is the place where members exchange knowledge to improve public services and produce social value. It is where... 100,000+ PUBLIC SERVICE PRACTITIONERS GO TO WORK TOGETHER
  13. 13. © 2014 CapacityGrid Knowledge Hub Limited 13
  14. 14. Example groups and themes Social care Health care Environment Flood defense Voluntary services Transport Police & Fire Education Housing Benefits Foster care Community services Digital projects Technology National policy Regional initiatives Connect with over 1,500 groups working to improve public services – KHub.Net Who is using Knowledge Hub? Practitioners, elected members, civil servants, NGOs, researchers, policy makers, suppliers, volunteers, stakeholders … and many more.
  15. 15. KHub.Net includes Branding and management Content manageable, branded landing page and groups, plus access to create own open, restricted and private groups. Partnership working Any individual may join Knowledge Hub for free enabling easier collaboration with partners. Our API means you can populate your network more easily. khub.net | support@khub.net • Blogs (pictured here) • Library with search • People directory • Events • Groups • Forum, wiki, files and more • Help (pictured here) • Free to join and create public and listed groups
  16. 16. Network option Branding and management Content manageable, branded landing page and groups, plus access to create own open, restricted and private groups. Partnership working Any individual may join Knowledge Hub for free enabling easier collaboration with partners. Our API means you can populate your network more easily. khub.net | support@khub.net • Organisational branding • Self-managed • Paid service supports KHub overall – part of business model • KHub also host social style intranets for public service organisations
  17. 17. Outline • Introduction – Groups and Individuals • Knowledge Hub – KHub.Net Overview • Online Communities of Practice – Do’s – Don’ts – With examples • Conclusion
  18. 18. Online Communities of Practice - Dos and Don’ts • Do – Define purpose/focus – Do stuff – Learn together • Don’t – “Build it they will come” – Auto-pilot community connecting – Skip reminders
  19. 19. 1. Do: Define your Purpose/Focus • Examples: – A. Intergovernmental efforts – project/working groups – B. Professional focus/identity – classic CoPs – C. Stakeholder engagement (output side of gov) – D. Etc. – Training, Recruitment effort, peer review • Decide Access: Public, Request to Join, Unlisted • Key: Short description must clearly state the purpose/focus of the group to attract interest and use.
  20. 20. KHub Global Showcase • Project and Programme Management CoP • Improvement and Performance • Climate Local Network • Education Connects • Community Safety - crime prevention • Local Democracy Bytes Club - better local democracy • Information Graphics and Visualisation • Social Media and Online Collaboration • Web Improvement and Usage Community • Public Sector Communications • Knowledge Hub Global - Building international engagement KHub.net/showcase
  21. 21. 2. Do: Do Stuff • A. Online groups often connect to working groups, in- person meetings, trusted networks, etc. – Get things done more effectively and efficiently – A work product - a report, recommendations, implementing local policy from national legislation, etc. helps motivate use. – Example: Food Safety Group • B. Facilitator leadership is key: – Seed topics, update members, share summaries widely (if a more open group), etc.
  22. 22. Case study Food Standards and Labelling The Food Standards and Labelling Focus group is a small advisory panel of about 35 people that supports the wider Food Standards and Labelling community. Operating costs of focus group WITHOUT Knowledge Hub: • 35 people, £60 average train fare • 4 face-to-face meetings pa • £500 day rate for 35 people – 4 days a year Operating costs of focus group WITH Knowledge Hub • 35 people, £60 average train fare • 2 face-to-face meetings • £500 day rate for 35 people – 2 days a year (Avoidable cost formula applied % attributable to group & % degree of certainty in that) Group owner: “The focus group has enabled us to progress opinions and guidance virtually so that we are not waiting for the next meeting to discuss issues.” 2groups 1400members Key purpose: To ensure a consistency of approach across food standards and labelling regulation. £78,400 £39,200 Estimated savings of £39,200 & avoidable cost of £28,224 khub.net | support@khub.net
  23. 23. 3. Do: Learn Together • A. Explore, engage, learning many to many - kindred curious peers • B. Ask Questions, Share Answers • C. Example: Fostering Information Exchange
  24. 24. Fostering Information Exchange – Stakeholder Engagement/Comms • Example discussions: – Fostering allowance – Staying Put government initiative – Combining fostering and other work • Example announcements – Directory of case studies – Survey link • Promotional Flyer – Note partners
  25. 25. 4. Don’t: “Build it they will come.” • Outreach is essential. • Who are the key 10 people you need to participate? The next 20, etc. • If public engagement – What is your online advertising budget? Who/where will you target? • Example: Open Government Facebook Group outreach • Related: “Why not just use Facebook/LinkedIn, etc?” • Example: E-Democracy Neighbors Online
  26. 26. E-Democracy’s outreach Slides Video More
  27. 27. 5. Don’t: Auto-pilot community connecting • Facilitation is key, human to human focus • KHub’s 700+ member online facilitator group, training on new groups • Example: Poplus.org round of introductions
  28. 28. 6. Don’t: Skip reminders and notices • Email is not dead – Why does Facebook and Twitter send so many email alerts? They work. – Hyper competition for attention online • Forum discussion notices • Personalized alerts • E-updates from group leaders
  29. 29. Additional Resources • Facilitators Cookbook http://po.st/KHubFacilitatorsCookbookPDF • Prep Hangout Recording http://po.st/KHubEuroPComPrepHangoutE • Public Sector Communications KHub Group http://po.st/psc • Art of Online Groups that Work in Public Services Q and A http://po.st/onlinegroupsthatwork • Wikipedia – Virtual community of practice (further links) • Search “online community management guide”
  30. 30. Conclusion: Build trusted spaces for listening, reflection, understanding, and collaboration … slowcial media for getting things done with stakeholders
  31. 31. Join in on KHub.Net For more information contact: support@khub.net khub.net | support@khub.net
  32. 32. Additional Slides For possible use in Q and A if required.
  33. 33. City Hall In-person Conversations Shared on Facebook Your Networks Local Media Y o u Local Biz Neighbor#1 Local Online Groups Join Group Created “real” online public space in local communities
  34. 34. Can everyone talk? Where to ask ?s
  35. 35. In the center … feeling overwhelmed?
  36. 36. Knowledge Hub Vision The digital public service space where members go to give and get help, co-create and share innovation, and drive growth; securely, freely and easily.
  37. 37. Intranet Extranet Trusted spaces Employees Partners Professional networks WWW Social media Stop working in silos: Embrace the ‘mega’ enterprise social network
  38. 38. Groups Branding and management Content manageable, branded landing page and groups, plus access to create own open, restricted and private groups. Partnership working Any individual may join Knowledge Hub for free enabling easier collaboration with partners. Our API means you can populate your network more easily. khub.net | support@khub.net • Over 1500 groups • New Showcase lists groups of special interest for new “global” members: • KHub.net/showcase • Groups are feature rich • Discussion forums for Q and A and more • New features including web conferencing in development
  39. 39. Group home page Branding and management Content manageable, branded landing page and groups, plus access to create own open, restricted and private groups. Partnership working Any individual may join Knowledge Hub for free enabling easier collaboration with partners. Our API means you can populate your network more easily. khub.net | support@khub.net • Access all the most recent group activity • Search group contents • See group members • Read group announcements • Access all sections of the group
  40. 40. Group discussions Branding and management Content manageable, branded landing page and groups, plus access to create own open, restricted and private groups. Partnership working Any individual may join Knowledge Hub for free enabling easier collaboration with partners. Our API means you can populate your network more easily. khub.net | support@khub.net The forum enables members to discuss issues, share good practice and knowledge and help each other solve problems.
  41. 41. Group library Branding and management Content manageable, branded landing page and groups, plus access to create own open, restricted and private groups. Partnership working Any individual may join Knowledge Hub for free enabling easier collaboration with partners. Our API means you can populate your network more easily. khub.net | support@khub.net • Upload a vast range of file types • No data storage limit • Single file upload up to 133MB • Upload multiple files in one go • Organise files into folders • Version control • See number of downloads
  42. 42. Group admin Branding and management Content manageable, branded landing page and groups, plus access to create own open, restricted and private groups. Partnership working Any individual may join Knowledge Hub for free enabling easier collaboration with partners. Our API means you can populate your network more easily. khub.net | support@khub.net Tools to manage your group: • announcements • messages to all members • accept/reject members • invite members • remove members • auto-accept members • add/remove facilitators • add/remove group features • make pages public • import blogs • add/edit/remove polls
  43. 43. Case study Local Government Association The Knowledge Hub concept began at the LGA. 2006 – Communities of Practice (CoP) for local government – practice sharing. 2012 – re-platformed & branded Knowledge Hub. Open source technology. 2013 – new partnership with private sector to continue to deliver the service. 2015 – LGA network of groups used to deliver: LGA Facilitator: “Knowledge Hub is all about connections. It allows me to fully communicate and engage with councils from an LGA perspective to support, improve and promote their concerns. Problems and issues can all be discussed on a broad level and solutions are found more easily. Knowledge Hub is a great tool that allows you to ‘dip in and out’ when you need it for something specific and is great for a ‘case by case’ analysis.” 124 groups 30,000 members Key communities: • Adult safeguarding • Troubled families • Planning • Flood risk • INSPIRE directive Best practice Expert networks Ideas & initiatives National Communities of Practice Leadership development programmes Peer reviews Central-local government partnership projects Funding application support
  44. 44. Case study Scottish Improvement Service Working with the Knowledge Hub since its inception in 2012 and before that with its predecessor the Communities of Practice. Scottish Public Services Network • A collaboration network of open, restricted and private groups to support the improvement and delivery of public service in Scotland. • Helping members find groups, content and people across the network more easily and quickly. • Showcasing innovative Scottish practice and ideas. • Scottish groups can still benefit from the wider Knowledge Hub too. Scottish Facilitator: “Due to the fact that we are situated in a rural area, an online platform was needed for welfare reform and Knowledge Hub was the clear winner due to its potential in accessing multi agency platforms. It’s innovative and especially unique due to the fact that you are not just talking to people, but talking with them. The information is important but Knowledge Hub allows the information to be used in the most valuable way.” 60 groups 28,000 members Key communities: • NHS Procurement • Sustainable Scotland • Contaminated land • Empty Homes • Local government benchmarking
  45. 45. Creative collaboration Our members tell us they use Knowledge Hub in a variety of ways to fulfil a whole range of needs. Connecting people Developing skills Saving time Gathering insights Developing professional reputation Innovating “My Knowledge Hub membership has made me more efficient as an officer and helped raise my profile and build my reputation internally and externally.” Stacy Cosham, Broadland District Council (East of England Scrutiny Network) “The group helps us to make better use of our resources, spending much less time responding to enquiries than we would likely do without it.” Robert Johnson, Department for Transport (Concessionary Travel – England Group)
  46. 46. Fiscal position Rising Demand Be engine for growth Do better for less Re-think Government Customers want to know more Funding redirected to front-line services Cost pressures in all areas of public service Open data The Digital Agenda • Redesign services • Encourage collaboration • Stop re-invention • Work smarter The Public Service Challenge
  47. 47. Your Challenge Funding Pressures Rising Expectation Be engine for growth Share Innovation Re-design Offer Investment return on funding Work smarter – lead the way Fiscal position across member states Share best practice faster The Digital Opportunity • Repackaged offer • Modernisation • Virtual boundaries • Expert networks • Showcase for growth • Greater resilience

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