This document discusses the role of information professionals in government digital engagement activities. It argues that information professionals possess many of the core skills needed for digital engagement, such as communication, influencing, understanding business needs, and stakeholder management. The document outlines a skills profile for digital engagement and maps skills from the UK Government Knowledge and Information Management framework to common digital engagement tasks like devising strategies, developing skills, deploying tools, facilitating discussion, and creating content. It suggests that information professionals are well-positioned to be at the heart of government digital engagement efforts.

1. In the thick of it
why information professionals
should be at the heart of
government digital
engagement activity
#CILIPS14

2. Data inputterer at Scottish Office
Agriculture and
Fisheries Department
Various posts in Department for Work and
Pensions: front line service, IT support and
management, information security, risk
management
PGDip
Information
and Library
Studies
MA(Hons) History
and
Economic History
Various IT
qualifications
Website manager
at UK Trade and
Investment
Knowledge
Management
Officer with the
Scottish Centre for
Regeneration
Librarian in the
Scottish
Government
Library Service

4. "We will appear in more
places than we do now. […]
librarians are cropping up
everywhere, in weird and
wonderful little corners,
places….”
We will be in places that don't
initially always appear to be
information management
places.” (Cumming, 2004)

7. government KIM profession (and allied professions)

8. The Government KIM profession is
comprised of qualified civil servants
who enable the creation,
organisation and exploitation of
information and knowledge.

9. digital government

10. “Digital engagement uses digital tools and
channels to find, listen to and mobilise a
community around an issue, maybe getting them
to talk about it, give you their views or take action
in pursuit of a cause they care about.” (Gray, 2010)

11. digital engagement

12. digital engagement continuum
Deeper
engagement
Disseminating
information
More than just publishing huge strategy documents on the departmental
website (even if they are in an accessible format), it’s about using digital tools
to communicate better, explaining policies and services in accessible and
interesting ways.
Listening More than simply monitoring, but making people aware of and picking up
online conversations. More traditional forms of listening, through user research
and feedback, intelligent use of analytics and comparative data, are still
important.
Gaining insight The best decisions are based on genuine, evidenced insight. Effective
engagement depends on understanding what matters to people and how they
think. Insight comes from listening, observation, data analysis and involvement
in discussion.
Responding Government needs to be responsive to those who contact it with feedback,
comments and challenges. Responses will typically be more effective if they are
delivered using the channel through which they originated. Clear, quick
responses can help build trust.
Discussing Two way or multi way conversation. Government may join in a pre-existing
discussion, or initiate a discussion.
Consulting Process by which Government obtains input on specific issues, which is
analysed and used to inform policy. Used to collect qualitative and quantitative
evidence to support better policy and service development.
Collaborating The participation of multiple parties in generating ideas, creating solutions and
making decisions. Government’s role is facilitation, not to control the process.
Crucially, it means Government not always doing it – sometimes the
partnerships and the communities government can support are better placed to
meet the need efficiently and sustainably themselves.

13. Defining aims and objectives Understanding motivation Mapping influencers and online
landscape
Formulating requirements Project management Community management
Developing a strategy Evaluating impact Establishing contacts and
partnerships
Briefing agencies Refining and optimising Blogger outreach/pitching a
proposal
Assessing alternative strategies Listening to online debate Generating and prioritising ideas
Commenting and reviewing Collaborative writing and
drafting
Moderated discussion
Deploying simple social tools Structuring and syndicating data Developing new software
Mashing up data from different
sources
Managing servers, databases
and domains
Designing interfaces
Training and coaching Presenting and demonstrating Exploring and suggesting tool
options
Creating films and audio Interviewing Finding and sharing information
Informal writing Networking
digital engagement tasks (COI, 2010)

14. digital engagement role skills profile (Gray, 2010 )

16. skills and attributes for digital engagement (COI, 2010)
Tolerance Integrity
Empathy Objectivity
Creativity Good listener
Attentive Observant
Attention to detail Problem solving ability
Patience Cross-cultural awareness
Excellent researcher Communicator
Fluency in written language Confidence in group and interpersonal
communications
Composed nature

17. who does digital engagement in government?

18. “many of these core digital engagement skills are
routinely held by communications, operational and policy
staff without prior digital media specialism. Although it is
advisable to have team members with professional digital
media experience, clearly digital engagement is not the
preserve of specialists”. (COI, 2010)
But roles like this aren’t really about the tools,
they are about people. We need people in our
team who can personally engage and influence
(sometimes reluctant) policy colleagues on
their own terms, and sell the practical benefits
of digital engagement.” (Hale, 2011)

20. UK Government KIM framework (National Archives, 2009)

21. Main skill area Specific skills Digital
engagement
skills profile
Strategic planning for knowledge
and information management
Has a clear understanding of the business requirements of the
units they support, and can explain the rationale behind the
policies, procedures and services in place
Devising
strategies
Strategic planning for knowledge
and information management
Understands the internal and external drivers for engaging
with the local user community in the development of services
Devising
strategies
Demonstrating the value of
knowledge and information
management
Is aware of quality measures and metrics in place to measure
the performance, value and impact of their relevant KIM
service and reports any feedback to management accordingly
Devising
strategies
Professional development of the
knowledge and information
management community
Shares learning with colleagues, formally and informally Developing
skills
Understanding information
needs and behaviour
Appreciates the different ways in which people interact with
electronic environments
Developing
skills
Education and training Engages with users to improve and develop access to
information sources
Developing
skills
Selection and procurement of
knowledge and information
management resources
Develops effective day to day working relationships with
external suppliers and account managers to ensure successful
delivery of products and services to achieve outcomes
Deploying tools
mapping KIM framework to digital engagement tasks

22. Collection/repository
management
Understands the different approaches to managing and
sharing information needed for physical and electronic
systems
Deploying tools
Supporting collaboration and
promotion of a knowledge
sharing culture
Understands the practical and cultural issues of networks
and communities, knowledge sharing and re-use
Facilitating
discussion
Supporting collaboration and
promotion of a knowledge
sharing culture
Co-ordinates knowledge sharing opportunities and enables
collaboration
Facilitating
discussion
Facilitating knowledge transfer
and organisational learning
Understands the way in which knowledge is shared,
transferred and re-used between individuals and groups
across the organisation
Facilitating
discussion
Search/information retrieval Understands the sources available to fulfil an information
need and makes efforts to present the results in a form
convenient to the user
Creating content
Content creation and
maintenance
Supports users in creating content that is suitable for the
intended audience and communication channel
Creating content
Web/new media publishing Creates web pages/websites that conform to accessibility
legislation and best practice in content, retrievability and
navigation.
Creating content
mapping KIM framework to digital engagement tasks

23. Skills
Communication Negotiating
Influencing Understanding the business/industry
Stakeholder management Customer focus
Attributes
Collaborative Innovate/imagination
Vision Attention to detail
Analytical Pragmatic/realist
Versatile/agile
mind/flexible/adaptablity
Lateral thinking
Critical thinking/questioning Well organised/methodical approach
Logical Patience/perseverance
Dedication Enthusiasm
Initiative Resilience/resourceful
Team player Ability to learn new concepts
Work to deadlines Ability to relate theory to practice
KIM skills and attributes (Abel at al, 2011)

26. http://sglibraryservices.wordpress.com/aboutus/

29. • Abell, Angela, Davies, John and Hordle, Julia. 2011. Connecting Information With
Innovation. TFPL’s 2011 Survey of Skills and Roles.
• Central Office of Information. 2010. **DRAFT** Core Applications and Skills for
Digital Engagement. Digital Engagement Essentials Guide 3.
• Central Office of Information. 2009. Engaging Through Social Media.
Civil Service. 2011. Professional Skills for Government.
Cummings, Maewyn. 2004. A vision of the future. State Librarian, Autumn Issue,
2004
• Gray, Steph. 2010. Some definitions. Helpful Technology Blog. [blog]
Retrieved from: http://www.helpfultechnology.com/helpful-blog/2010/09/some-
definitions/ [accessed 1 July 2013]
• Hale, Stephen. 2011. Digital engagement manager. Health Conversations. [blog]
Retrieved from: http://hale.dh.gov.uk/2011/06/13/digital-engagement-manager/
[accessed 1 July 2013]
• National Archives. 2009. Government Knowledge and Information Management
Professional Skills Framework
References