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2009 GMIS - Web 2.0


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Presentation given at the 2009 GMIS international conference in Newport RI on August 25, 2009

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2009 GMIS - Web 2.0

  1. 1. the government 2.0 (r)evolution Hillary Hartley NIC Inc. GMIS International August 25, 2009
  2. 3. Web 2.0 is not… all about technology.
  3. 5. It is an era.
  4. 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>
  5. 7. Core tenets of Web 2.0 Openness Collaboration Community
  6. 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 Openness Collaboration Community
  7. 9. What does this mean for government?
  8. 10. incremental no “killer app” future-proofing
  9. 11. Social Media Platform blogs & micro-blogs, wikis, podcasts, social networking, social bookmarking, mashups, photo & video sharing, live video streaming, feeds, microformats
  10. 12. integrate aggregate track
  11. 13. Customer Service
  12. 14. A working definition... Data-driven solutions Encourage participation Enhance customer service
  13. 15. Data-driven solutions.
  14. 16. <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.
  15. 17. <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.
  16. 18. 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.
  17. 19. Encourage participation .
  18. 20. Read-write Web + People Using It Web 2.0
  19. 21. <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 .
  20. 22. <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 .
  21. 23. Enhance customer service .
  22. 24. 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>
  23. 25. marketing happiness reduced support costs
  24. 26. policy
  25. 27. <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.
  26. 28. Marketing <ul><li>Social media 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>
  27. 29. <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>Marketing
  28. 30. Examples Building your social media platform using available tools.
  29. 31. twitter What are you doing?
  30. 32. “ news river”
  31. 33. customer service
  32. 34. customer service
  33. 35. customer service 2
  34. 36. some gov-related twitters
  35. 37. Live Traffic Conditions 553 followers
  36. 38. Los Angeles Fire Department 5,157 followers
  37. 39. UK Prime Minister’s Office 970,521 followers
  38. 40. California Governor 655,207 followers
  39. 41. 1,975 followers
  40. 42. 2,497 followers
  41. 43. 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>
  42. 44. flickr folksonomy-based photo-sharing
  43. 49. 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>
  44. 50. get satisfaction people-powered customer service
  45. 52. company help forum
  46. 54. some gov-related forums
  47. 55. Election Propositions
  48. 56. City Council FAQs
  49. 57. 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>
  50. 58. uservoice user-driven feedback loops
  51. 63. 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>
  52. 64. Your To-Do List No need to reinvent the wheel. Use available tools. Get your feet wet.
  53. 65. 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>
  54. 66. “ 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
  55. 67. Hillary Hartley Director of Integrated Marketing, NIC Inc. twitter @quepol embrace the shift
  56. 68. Photos & Concepts Many thanks to my friends Tara Hunt ( and Silona Bonewald (