Wednesday, March 12, 2014

Are you prepared for Australia's new privacy law?

Today Australia's new Privacy law comes into force, affecting Australian Government agencies, businesses with a turnover of more than $3 million or trading in personal information and all private health service providers.

As the first major change in Australian privacy law in 25 years, there's been numerous changes and updates to reflect the major changes in society over this period.

Since the last Privacy Act was introduced in the late 1980s we've seen the digitalisation of most records, the introduction of the world wide web, the rise of Web 2.0, the spread of mobile devices and the greatest increase in public expression by Australians in history.

The notion of privacy has also changed. I've always considered privacy as a transaction rather than an absolute - people trade aspects of their privacy in return for services, benefits or convenience. This has become far more widespread as an approach as organisations increasingly use personal information to shape peoples' experience of products and services, particularly online.

Generationally we've seen very different views of privacy take hold. Younger people are far more willing to share information that their elders consider 'private' and have new concerns around information that their elders share without a thought.

The new Privacy law (Privacy Amendment (Enhancing Privacy Protection) Act 2012) contains a number of stronger provisions on organisations to protect and communicate how they protect the privacy of individuals, as well as more ability for individuals to ask organisations what they know about them.

It also does a great deal to revalue personal privacy. Whereas Telstra was recently fined about $10,000 for accidentally releasing private information on about 12,000 people - valuing their privacy at 0.83c each, under the new law the penalties may be much higher - up to around $1.7 million.

If you're unfamiliar with the new privacy law, you're probably in the majority.

There's been little promotion of the change and limited information available for the public or organisations to test their current privacy approach.

There is a media release on the Office of the Australian Information Commissioner's (OAIC) site and the OAIC has done what it can - without a significant budget - to get the word out to those affected by the changes.

Unfortunately the changes haven't been promoted by any Ministers or the Prime Minister - the law was changed under the last government and the ownership may not be there.

However regardless of the promotion or not of the new law, it is now in effect. Every Australian has new rights and many organisations have new obligations they must meet in collecting, holding, sharing and protecting the private information of Australians.

To learn more about the new Australian Privacy law, visit the OAIC's guidance on the reforms at the following pages:

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Tuesday, March 11, 2014

Crowdfunding gaining strength as an FOI tool - but will governments seek a seat at the table?

As reported by Peter Timmins in his Open & Shut blog, and as I have commented on Twitter, crowdfunding is beginning to become an interesting tool for fundraising the cash requested by government agencies for fulfilling FOI responses.

Where governments are still using charging for FOI searches as a cost-recovery tool (and potentially occasionally as a barrier to releasing information), crowdfunding offers the advantage of spreading the cost across a range of people and organisations in a structured way.

Peter points to an article in FreedomInfo, Crowdfunding FOI Requests Gains in Use, Seems to Work, which highlights how this tactic is being used in four jurisdictions.

Where these crowdfunding approaches are public, which is the usual case, they also draw greater attention to these FOI requests, potentially marshalling a range of interested parties around the release request.

While it is still very early days for this approach, it does raise the prospect of a new wave of organising around areas where government is perceived to be secretive or evasive - where interested individuals, activists and even business interests can raise public and even media attention for a range of topics that otherwise would remain under the radar.

There's a few permutations of this approach likely to emerge involving 'crowd' but without always being about 'funding'. For example we've already seen crowdsourcing of insights from FOI responses (including by The Guardian in the UK and Fairfax in Australia) and have also seen FOI requests around a given topic being coordinated by grassroots groups seeking a full understanding of complex situations.

There's also the potential to establish collaborative funding models - where there's X dollars placed in a pool to fully or partially fund different FOI requests each month or year, and contributors to the fund can vote on which FOI requests these funds are applied to.

I also expect to see crowdfunding mechanisms built into more FOI platforms, such as Right to Know in Australia, and increasing use of 'crowd' approaches to FOI across by individuals, activists and media outlets.


The most interesting question is whether governments will seek to have some influence in these processes by implementing their own central platforms for crowdfunding FOI requests, or will continue to pursue a 'hands-off' fragmented process to FOI as the majority do today.

Given the success of the US and UK governments' ePetition platforms, and the steps into collaborative law making in Scandinavian countries, I would tip these jurisdictions as the most likely to take a step into providing an FOI request and crowdfunding platform.

This would also allow governments to realise cost benefits through standardising and streamlining FOI request and review processes within and across agencies as well as aggregating similar FOI requests and providing centralised access to already released information, thereby saving agency time and money in attempting to discover this or telling people manually that information is already in the public domain.

Establishing their own FOI management and crowdfunding system may also allow the governments concerned to allocate a monthly budget offsetting legitimate FOI costs, which could be accessed by individual FOI requests through approaches such as collaborative budgeting or an 80/20 approach (if 80% is funded, the government contributes the other 20%), as has been used in the UK successfully for other crowdfunding.

If governments decide not to enter this space, larger civic groups will, leading to a situation over time where governments will increasingly find increased public scrutiny over what is released, to whom and for how much - as well as what is refused release or where charges appear high.

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Wednesday, February 26, 2014

Eight ways to craft a top government tweet

Often the issue today is no longer how an agency or council gets a message or response approved for release via social media, but rather how to cut through all the noise.

I analysed the top tweets by Australian governments and councils over the last two months, as reported by Great Oz Gov Tweets.

Out of this I identified eight ways in which agencies and councils could stand out from the crowd.

I blogged about it over at Delib Australia's blog and wanted to draw my eGovAU audience's attention to it as well as I think there's some very helpful ideas in the mix.

To read my post visit: http://delib.com.au/2014/02/eight-ways-create-top-government-tweet/

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Monday, February 24, 2014

Eight ways to create a top government tweet

I was pleased to hear last week at the Social Business conference in Melbourne that an increasing number of Victorian government agencies were competing to reach the highest place in the Great Oz Gov Tweets daily Top 50 Government Tweets list.

When this competition is healthy it helps encourage agencies to compare themselves against their peers, exchange tips and improve their tweeting style. This can result in greater reach and better outcomes as more people read the important messages government is distributing on Twitter.

At Delib we’ve also been keenly interested in the daily Top 50 Government Tweets. Of the hundreds of government tweets each day, these are the messages that have successfully cut through the white noise.

Recently we analysed the top five tweets each day this year, as rated by Great Oz Gov Tweets, to understand what made them stand out from the crowd.

Analysing the cut-through tweets from the 53 government Twitter accounts that have made it to the top five so far this year, we’ve identified eight things that make a government tweet stand-out.

1. Gorgeous photography

People like images, so it is no wonder than the majority of top 5 tweets feature some form of picture.

And the more gorgeous the photography the better – which gives tourism accounts like @Australia@Melbourne@sydney_sider@southaustralia and @WestAustralia an advantage.

Each of these accounts makes excellent use of images to capture the spirit of their region and attracts a high number of retweets and favourites as a result.

Top Tweet from 6 February 
(within its first day received 61 retweets, 78 favourites and reached potentially 130,198 people)

2. Disaster news

Living in a natural disaster-prone country, it’s no surprise that tweets about the latest fire or flood situation attract a lot of attention.

Whether it be @CFA_Updates@MFB_NEWS@NSWRFS@AmbulanceVic@SAPoliceNews or @ACTPol_Traffic, when disaster strikes many Australians get onto Twitter to get the latest information on where to go and what to do from government.

So in the unfortunate event you have a disaster to manage, get on Twitter – and tweet regularly – to ensure that you’re getting the reach you want, with the messages you need to send.

Top Tweet from 20 February 
(within its first day received 76 retweets, 0 favourites and reached potentially 42,950 people)

3. Special events

Australians love a party.  Provided that governments are agile enough to tweet as things happen, people will happily retweet and favourite images and information about special or exclusive events.

This has worked well for accounts ranging from @ausoftheyear@OzDay@SydOperaHouse and @AuHCSouthAfrica.

Top Tweet from 16 February 
(within its first day received 25 retweets, 20 favourites and reached potentially 289,599 people)

4. Get edgy

This can be a tough approach for an agency or council to pull off, however if you can send a tweet that’s a little unusual or surprising you can often get a lot of attention from the public.

The standout in this area is @2011Census, however @CSIROnews’s dragon tweets and the ‘#shelfies’ from @Library_Vic have also done well.

Top Tweet from 3 February 
(within its first day received 61 retweets, 21 favourites and reached potentially 49,375 people)

5. Feel good

If you can’t do edgy, try for feel good instead.

Cutesy stories about lost teddy bears (@AusCustomsNews), of firefighters meeting Snoop Dog during a call and getting a photo (@MFB_NEWS) or of the many organ donations Australians make (@DonateLifeToday) humanise government agencies and make people feel good at the same time.

Top Tweet from 24 January 
(within its first day received 75 retweets, 27 favourites and reached potentially 63,474 people)

6. Iconic

What makes Australia Australia? There’s a raft of iconic places, foods and experiences that Australians, and often the world, associate with our country.

Using these icons in tweets is a sure way to gain the patriotic retweets, as @TroveAustralia found with the anniversary of the Tim Tam. This has also helped drive photos of Australia Day and the Sydney Opera House to the top – helping @OzDay and @SydOperaHouse reach the top five.

Top Tweet from 17 February 
(within its first day received 33 retweets, 9 favourites and reached potentially 79,569 people)

7. A chance to win

If you can give people an opportunity to win something they’ll flock to favourite your account (though the retweets may suffer).

@ZoosVictoria used this to good effect, topping the daily tweets lists for 9 January.

Top Tweet from 9 January 
(within its first day received 138 retweets, 18 favourites and reached potentially 36,131 people)

8. Follower frenzy

It is no surprise that the government Twitter accounts with the most followers are far more likely to be retweeted and favourited when sending out interesting tweets.

The classic example is @Australia, which made up 48.9% of the top 270 government tweets between 1 January and 23 February. While they do have great content, dominated by gorgeous images, their reach is magnified by having over 100,000 followers – far more than any other Australian government account.

If you’ve got a low follower count it’s a good idea to spend some time cultivating and building your following, forming alliances with other government accounts and otherwise growing your potential for reach.

Top Tweet from 1 January 
(within its first day received 2,399 retweets, 2,509 favourites and reached potentially 199,954 people)

In conclusion

If you aspire to cut through the noise of Twitter, try to cover off on as many of these eight things as possible.

The more you can manage in one tweet, the more likely you are to attract the attention and engagement of Australians.

We hope to see your tweets at the top of the Great Oz Gov Tweets list soon!

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A good community engagement professional understands their tools - and picks the right ones to meet their goals

I had an interesting conversation via Twitter with @hughstephens of Dialogue Consulting on Friday regarding how and when different consultation and engagement tools should be used by government.

His view was that online surveys should not be the default consultation method for government,
I found this a rather unusual thing to say - though I did agree with his follow-up tweet that,

There was an interesting discussion between Hugh and myself after this point, which you can follow via my Storify or directly on Twitter.

However I can boil my position down to one point: focus first on the goals of your consultation or engagement, then select the tools based on which will best suit your needs.

This approach works whatever your goals and whether you're consulting online, offline or both.

It causes me no end of concern when senior management, communication or community engagement professionals start from a position of which tool they prefer to use and then justify it within the goals they seek to achieve.

This can lead to distortion of the goals, poor outcomes and, potentially, significant pain for agencies, councils and governments or councillors when there's substantial pushback on the decisions arrived at via this process.

I'm also concerned when I hear engagement professionals state personal biases for or against specific types of tools. This can also bias an engagement process.

Someone who doesn't like, is unfamiliar with, or out-of-date on the capabilities of certain types of consultation and engagement tools may not be able to provide the best advice as to which tools and approaches will best meet an organisation's engagement goals.

I've been talking about this issue for around eight years now within and with government, exposing public sector professionals to a range of online approaches now available to them for engagement purposes to deepen and broaden their toolkit.

Only by understanding the capabilities, strengths and weaknesses of a good cross-section of the tools available today can communication and engagement professionals provide good advice to their senior management and elected officials regarding how to achieve their goals.

So for everyone involved in community engagement from the public sector - don't focus on the tools you like or dislike, focus on your goals.

Use your breadth of experience with different engagement and consultation approaches, together with evidence of past successes and failures, to select the right tools to meet your goals, whatever they happen to be!

PS: I'll shortly be crowdfunding a product designed to help community engagement and communications professionals to understand and select the right online tools for their goals. It is based on the training tool I developed and have been using successfully around the world for the last eight years.

Keep an eye out for more information in my blog and at socialmediaplanner.com.au

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