Thursday, July 12, 2012

Transforming public engagement though social media (almost live from Singapore)

This morning I presented at the Reading Room Digital Conversations forum to a group of Singaporean government officials on the topic of Transforming public engagement through social media.

I talked through how connected Australia had become, and pointed out that the goals of public engagement have not really changed (using the IAP2 model to illustrate), only our tools.

My presentation then went through a range of different engagement examples across the IAP2 spectrum, from Inform to Empower, and then pointed out that governments weren't necessarily the driving force behind Gov 2.0 - illustrating several Gov 2.0 initiatives created outside of government.

I concluded with Zombies (as all good presentations do) - demonstrating how governments can be more playful without being unprofessional, using popular culture and memes to stimulate public engagement with hard to reach audiences.


I've embedded my presentation below - enjoy!


View more presentations from Craig Thomler.

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Guest post: Public engagement: more customer service than comms

Today I'm featuring a guest post from Pia Waugh, former IT Advisor to Senator Lundy, convenor of the recent Canberra GovCamp and GovHack and one of the luminaries of the Australian Gov 2.0 scene.

As she plans to continue to update this post, for the latest version visit her blog at http://pipka.org/public-engagement-more-customer-service-than-comms/

Public engagement: more customer service than comms

I’ve been involved in online communities for many years. I’ve seen and been in projects that span every possible traditional barrier to collaboration (location, culture, language, politics, religion, gender, etc, etc). This experience combined with my time in government has given me some useful insights about the key elements that make for a constructive online community.

What I came to learn was the art and craft of community development and management. This skill is common in the technology world, particularly in large successful open source projects where projects either evolve to have good social infrastructure or they fail. There are of course a few exceptions to the rule where bad behaviour is part of the culture of a project, but by and large, a project that is socially inclusive and that empowers individuals to contribute meaningfully will do better than one that is not.

It turns out these skills are not as widespread as I expected. This is problematic as we are now seeing a horde of “social media experts” who often give shallow and unsustainable advice to government and companies alike, advice that is not rooted in the principles of community engagement.

The fact is that social media tools are part of a broader story. A story that sees “traditional” communications turned upside down. The skills to best navigate this space and have a meaningful outcome are not based in the outdated premise that a media office is the single source of communications due to the media being the primary mechanism to get information out to the general public. There will continue to be, I believe, a part for the media to play (we could all use professional analysis and unbiased news coverage, please). However, as governments in particular, we will have a far more meaningful and mutually beneficial relationship with citizens where we genuinely and directly engage with them on matters of policy, service delivery, democratic participation and ways that government can facilitate public and private innovation.

You might be lucky and have some media people who have adapted well to the new world order, but any social media strategy limited to the media office will have limitations in delivery that starts to chafe after a while.

It is when you get your customer service and policy people engaged online that you will start to see genuine engagement, genuine community building and the possibility to leverage crowdsourcing. It is when you start to get people skilled in community engagement involved to work alongside your media people and in collaboration with the broader organisation that you will be able to best identify sustainable and constructive ways your organisation can apply social media, or indeed, whatever comes next.

Below are some vital skills I would recommend you identify, hire or upskill in your organisation. Outsourcing can be useful but ideally, to do this stuff well, you need the skills within your organisation. Your own people who know the domain space and can engage with imprimatur on behalf of your organisation.

I’ll continue to build this post up as I have time, and would love your feedback :)

Herding Cats

In my time in online communities I came to understand the subtleties in what we in the geek world refer to as “herding cats”. That is, working with a large number of individuals who have each their own itch to scratch, skills, interests and indeed, vices. Individuals who have a lot to contribute and are motivated for myriad reasons to get involved.

I learnt how to get the best out of people by creating a compelling narrative, having a meaningful goal, uniting people over what we have in common rather than squabbling over what is different.

Herding cats is about genuinely wanting people to get involved, recognising you can’t “control” the conversation or outcomes, but you can encourage a constructive dialogue. Herding cats ends up being about leadership, building respect, being an active part of a live conversation, setting and encouraging a constructive tone, managing community expectations and being a constant presence that people can turn to and rely upon. Cat herding is about building community.

Finally, herding cats is about managing trolls in a constructive way. Sometimes trolls are just passionate people who have been burnt and feel frustrated. They can sometimes become your greatest contributors because they often care about the topic. If you always engage with trolls in a helpful and constructive way, you won’t miss the opportunities to connect with those who genuinely have something meaningful to contribute.

Community and Topic Research

You need to know the communities of interest. The thought leaders, where they are having their discussions, what one-to-many points (technical, social, events) can you tap into to encourage participation and to get your finger on the pulse of what the community really thinks. Community research is about knowing a little about the history and context of the communities involved, about the right (and wrong) language, about if and how they have engaged before and getting the information you need to build a community of interest.

Topic research means your community engagement person needs to know enough about the domain area to be able to engage intelligently with communities of interest. Your organisation is effectively represented by these people so you need them to be smart, informed, genuine, socially and emotionally intelligent, “customer service” oriented and able to say when they don’t know, but be able to follow it up.

Collaboration & Co-design

This skillset is about intuitively trying to include others in a process. Trying to connect the dots on communities, perspectives, skills and interests to draw people from industry, academia and any other relevant groups into the co-design of your project. By getting knowledgable, clever and connected people in the tent, you achieve both a better plan and a community of (possible influential) people who will hopefully want to see your initiative succeed. Co-design isn’t just about creating something and asking people’s opinion, but engaging them in the process of developing the idea in the first place.

A little thanks goes a long way. By publicly recognising the efforts of contributors you also encourage them to continue to contribute but whatever you are engaging on needs to be meaningful, and have tangible outcomes people can see and get behind.

Real outcomes of your online engagement are key in managing public expectations.

Monitoring, Analysis & Feedback Mechanisms

It is vital that you have internally the skills to monitor what is happening online, analyse both the content generated and the context around the content created (the community, individuals, location, related news, basically all the metadata that helps you understand what the data means).

By constantly monitoring and analysing, you should be able to identify iterative improvements to your online engagement strategy, your project, policy or “product”. Most people focus on one of these three (usually the latest toy with pretty but meaningless graphs spruiked by some slick salesperson), but it is by turning the data into knowledge and finally into actions or iterative improvements that you will be able to respond in a timely and appropriate manner to new opportunities and challenges.

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Wednesday, July 11, 2012

In government in Tassie? Come along to the IPAA Forum on Transforming public engagement through social media

I'm headed to Tassie in early August and whilst there will be presenting at an IPAA forum on the topic of Transforming public engagement through social media.

If you're in a Tassie state agency or local government and interested in Gov 2.0, social media or community engagement, I'd like to invite you to consider coming along.

Details are available at the IPAA Tasmania website: http://www.tas.ipaa.org.au/events


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Monday, July 09, 2012

Mapping government policies online - Govmonitor, a great new aussie site

For all the attention on government policies, the various announcements and documentation on political party sites, it can be very difficult to compare and contrast where different parties sit on different issues and, for governments, difficult to keep track of whether they are sticking to their election policies or amending them for pragmatic, political or other reasons.

While the capacity to provide quick and easy insights and access to party policy statements online is technically possible, it isn't often done. Even traditional media outlets tend to turn it into a shopping list or a tool for punishing parties rather than a tool for informing the public and improving policy discussions within and outside parties.

That's why prior to last election I participated in a Google doc project to map the policies of various parties, which prompted some very interesting conversations, but has not been maintained.

I suspect it is also part of the motive behind the latest attempt to 'crowdmap' the policies of political parties at govmonitor.org

The Govmonitor site (http://govmonitor.org)
This, however is a far more visual, accessible and interactive approach than the prior collaborative document idea, providing for easier searching and visual identification of what policies and positions parties support, don't support and haven't made a decision on yet.

The site offers a range of ways to view content, by party, by issue and by topic, with a full text search as well.

It also provides an easy way for people to contribute, adding party policies or positions on issues complete with evidential links and references supporting the party positions.

This is an excellent example of Gov 2.0 in action, providing information and education through evidence-backed crowd-sourcing to support people to identify the parties their views most correlate with.

It is also a great first step as a site, with the potential to expand to support robust issue-based discussions and allowing individuals to state their positions and connect them to like minded people. There's also quite broad international potential as the same approach can be applied to any level of politics anywhere in the world where citizens have a role in selecting their leaders.

Chris Doble has done a great job with this site and I hope it gains increasing attention and traction as we move closer to the next federal election.

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Friday, July 06, 2012

If citizens can help explore galaxies, unfold proteins, track birds and transcribe texts, why can't they help analyse government data?

One area of Gov 2.0 I really think hasn't been thoroughly considered or adopted by many governments, including in Australia, is the process of having citizens help in the creation, exploration and analysis of data.

Is it due to a lack of time, money, imagination or courage?

I don't know, but I would dearly love to see more government agencies consider how they could engage citizens in crowdsourcing initiatives that could help society.

Let me give a few examples of what I mean.

Galaxy Zoo is a collaborative effort from a range of universities and astronomers to classify galaxies in our universe. The site launched in 2007 with a paltry one million galaxies visualised.

The site worked by allowing people to register to classify galaxies (as either spiral or elliptical), with multiple classifications used to verify that each classification was correct.

The team behind the site thought it might take two years to classify all million galaxies, however within 24 hours of launch, the site was receiving 70,000 classifications an hour.

In total more than 50 million classifications were received by the project during its first year, from almost 150,000 people.

This effort was so successful that the team took a selection of 250,000 galaxies and asked people to analyse them for more detailed information, calling this Galaxy Zoo 2. Over 14 months users helped the team make over 60,000,000 classifications.

This work has led into a number of lines of research and supported scientists in understanding more about how our universe works.


Planet Hunter takes a more focused approach, looking for planets around other stars. A collaboration between the group behind Galaxy Zoo and Yale University, it works on a similar basis whereby users register to look for signs of planets based on data from radio telescopes.

Users mark likely targets and, over time, when sufficient users have marked a star as a likely target, the professional astronomers analyse that star in depth.

The site is an experiment, and there's no indication of how many planets have been found using the process, however as the human eye is particularly good at detecting patterns or aberrations, while computers can struggle, it has a good shot at success. The classifications by humans may also help in improving the computer algorithms and therefore make computers better at detecting patterns in data which may indicate planets, or could be used for detecting patterns in all kinds of other data as well.


eBird is an initiative from the Cornell Lab of Ornithology and National Audubon Society launched in 2002. What it does is aggregate bird sightings by location from professionals and amateurs to better match the range, migration patterns and changing distribution of bird species.

The system is the largest database of its kind in the world and in March 2012 alone participants reported more than 3.1 million bird observations across North America - data that is valuable to educators, land managers, ornithologists, and conservation biologists amongst other groups.

The data can be viewed on maps by species or as bar and line charts to explore when in the year particular birds are in a particular region. The site also supports gamification elements, listing the top 100 eBirders and tracking each user's personal record of sightings.


Fold.it is a site where users can solve scientific math problems through playing games. The site is most famous for the speed at which gamers solved an AIDS protein puzzle that had stumped traditional scientific approaches. Gamers solved the puzzle in less than three weeks while scientists had been struggling with it for thirty years.

Supported by both universities and corporate interests, the site is exploring many biological puzzles related to protein folding that offer hope for solving many of the worse diseases and conditions afflicting humans and our domesticated animals and plants.

Again the site includes a ranked ladder of the most successful players and offers ways to socialise and share information.


Whale.fm is a great site for whale lovers as it's a place where people can listen to whale songs from Killer and Pilot whales in order to match their patterns. Supported by Scientific America, the site contains thousands of samples of whale songs.

Users can listen to snatches of song and listen for patterns, providing data that help marine researchers answer questions such as how large is the call repertoire of pilot whales and do the long and short finned pilot whales have different call repertoires (or ‘dialects’)?


Teamsurv also has a watery focus, involving mariners to help create better charts of coastal waters, by logging depth and position data whilst they are at sea, and uploading the data to the web for processing and display.

The information collected by the site helps improve nautical maps and thereby reduces risks at sea, helping sailors and reducing rescue costs.

While still in early stages and very european focused, this crowdsourcing site has great promise. I'd like to see a similar concept extended onto land, using cars with GPS as the collection point of atmospheric and traffic data that can be used to map microclimates and plan traffic measures.


BlueServo, on the other hand, focuses on collecting land-based data on the movements of illegal immigrants across the Mexican-US border. Using a range of web cameras, users are asked to watch for movement and report people crossing the border to the Texas Border Sheriff.

Called the Virtual Border Watch, the approach currently involves twelve cameras and sensors at high risk locations, though the site doesn't actually list how successful the project has been (though why would it).


reCAPTCHA is the crowdsourcing tool that people don't notice they're participating in. In fact you've probably participated in it yourself.

The system, now owned by Google, uses snippets of digitalised books and documents as 'CAPTCHA codes' - those images of letters and numbers used to help stop spambots, programs designed to break into systems to send spam messages.

Whenever you verify you are human by retyping the letters in a reCAPTCHA image you are contributing to the preservation of millions of vintage books through digitalisation, with a 99.5% accuracy rate. In fact, the accuracy of reCAPTCHA matches that of human "key and verify" transcription techniques in which two professional human transcribers independently type the data and discrepancies are corrected.



Trove is last crowdsourcing project I'll mention, but definitely not the least, the project by the National Library of Australia to digitalise old newspapers, using people to correct errors in digital scanning. I've discussed Trove before and it continues to go from strength to strength, judging from the Hall of Fame of content correctors.

Tens of millions of lines in newspapers have been corrected, improving the accuracy of Australia's historic record (the Trove site even lists my blog in its archive.


If you're interested in finding more examples of crowdsourcing, a good first stop is the Wikipedia page listing crowdsourcing projects.

Can't governments, with all that data sitting in archives, find uses for crowdsourcing too?

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