Saturday, July 09, 2011

The world needs new forms of journalism and news distribution

While this post is a little outside the usual topics I cover in this blog, I thought it touched on enough to publish it. Also it is so long that The Drum may not publish it as a comment on their article Murdoch kills paper, bodycount continues - and note that if it is published, I am not the only one that uses that particular username either. Other comments at The Drum or other news sources under the same username may not reflect my views and comments.

As I am a former paid journalist and author and a card carrying member of the Media and Arts Alliance (my card says 'journalist' as their membership system doesn't yet support the term 'blogger') I reckon that I have as much right to comment on this topic as anyone else.

I have also made a few edits that I could not do in the system for The Drum, so it is not quite the same as my article comment. Call it journalistic license.


The world needs new forms of journalism and news distribution.

Past models, such as small independent papers in each geographic region and, more recently, large international centralized machines with a focus on revenue not facts, do not work in an age where every individual can report and distribute to a global audience.

What must be preserved is the goal of journalism, to inform and enlighten people about the important events shaping their futures. Not the formats - news 'papers', 'radio' 'stations' or 'television' 'channels' or the funding system - advertising.

Where advertising is focused on influencing people through half-truths, opinion and spin, bright colours and sounds, sitting it alongside responsible, factually-based reporting of news is particularly dangerous. In my view the dominance of advertising and the gradual degradation of factual 'news' into 'infotainment' has a lot to do with the difficulties of placing facts and spin side by side on a daily basis.

News collectors and distributors in the future need to have a commitment to truth.

They need to be able to get their content to a global audience. Use relevant channels.

Licenses for spectrum or for citywide news distribution are dead. Cross-media laws are dead. I watch more television on newspaper sites than on television channels.

Governments have (and continue to) push media laws and licensing schemes which attempt to avoid anyone gaining too much power across mediums. This brings them enormous revenue and gives them implicit control over who may criticize them (too negative and we revoke your 'license', then the facts you distribute are suddenly illegally distributed and you can be prosecuted for distributing them).

Governments need to change this position. Separate the functions of the infrastructure (bandwidth and broadband) and the news gatherers and distributors (journalists).

The public merely needs to do what it is already doing - voting with its feet.

Regardless of the efforts of media moguls to increase their global reach and build news empires to control the messages people receive, or the efforts of government to manage and message messages to reflect what they wish believed, people now have the means to bypass the massive journo-political machine and source their news from anywhere at any time via the web.

The reality is that media organisations, as they exist today, are zombies - dead but still walking from their momentum, in search of new brains.

Governments, particularly repressive ones, are resorting to more and more drastic means to control their populations' access to the true free media - the Internet. Today they shut down services or cut the Internet to prevent the truth from spreading. Tomorrow they might ban universal literacy to limit the number of people who can read or think. They will also fail to contain journalistic freedom - which involves the freedom for any individual at any time anywhere in the world to report and analyze the events and happening of today and distribute it to anyone else in the world.

Journalism has ceased to exist as a profession of the type typified by lawyers, doctors and engineers. Today 'professional journalism' is literally defined by whether you are paid to write news for distribution to others. It does not represent a critical set of skills, a body of study or work or even a quality level that is met and must be maintained. in fact more degree-qualified journalists work on what journalists often consider 'the dark side' - corporate or public communications, spinning messages to journalists rather than reporting news.

All the claims of journalists that they perform an important function of interpreting current events for the common person is simply a way of saying 'we are smarter and more articulate than you - you cannot understand your world without our intervention'. That kind of arrogance in an age of almost universal literacy and high school education, simply because paid journalists have more time to read and write news, is both ludicrous and affronting to 'common people'.

Journalists need a better way of defining their profession if it is to remain one (potentially based on the quality of their writing and thinking and their independence from commercial concerns).

Media is an amazing mess at the moment, and has an enormous transformation ahead. The question is whether governments, media organisations and journalists will write and carry out this transformation, or it will occur regardless, dragging them reluctantly into a new world that none of them would choose.

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Tuesday, July 05, 2011

Governments remain a long way away from citizen-centricity

Queensland's Office of the Information Commissioner recently released a new guideline, Accessing Government Information. A step-by-step guide for the general public (PDF).

This is a commendable publication, providing a plain English guide to the rights of consumers and explaining to citizens how to go about framing and asking for government information.

However...

Having guides for citizens on accessing government information, while useful, represents the old world rather than the new.

Employing Government 2.0 approaches we should reverse this approach. Rather than government telling citizens how to navigate agency processes to access public information, the public should be telling government how information should be presented to them.

The community should write the guidelines and have agencies follow them, rather than the current position where agencies act as the authoritative bodies and citizens the applicants.

Unfortunately I think governments remain a long way away from the goal of being citizen-centric. Particularly where it relates to public data.

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Monday, July 04, 2011

Should government agencies embrace co-production for policy and services?

Ovum has published an interesting article by Steve Hodgkinson on Co-production: the new face of public services.

In the article Hodgkinson concludes that,

Agencies now need to nurture and embrace co-production by design, or risk either failing to harness this new resource or being left behind like old-style monopolists in an increasingly dynamic and competitive public services market.

What do you think, do government agencies need to integrate the wisdom of crowds in the design of public policy and services?

Or do agencies need to focus on developing their own internal design capabilities, using tried and true engagement, consultation and test processes to fine tune public policies and services to community needs?

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Friday, July 01, 2011

UK central government spending data released on data.gov.uk

data.gov.uk has dramatically revised its layout (for the better!) and recently released 557 datasets (1.8 million entries) representing all UK government spending over 25,000 pounds under the section Open Spending.

This represents a new milestone in open data releases around the world and provide a new range of insights into the financial decisions of the UK government.

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Gov 2.0 Canberra lunch with Margaret Manning on 'beyond social media' - 13 July 2011

July's Gov 2.0 Canberra lunch will feature a presentation by Margaret Manning, global CEO and co-founder of Reading Room, a digital communications agency with offices in London, Manchester, Australia and Singapore.

Margaret will be speaking about what comes beyond social media.

Full details are below.

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Thursday, June 30, 2011

Twitter for newsrooms - useful for government media professionals

If you're not watching the #gov2au hashtag, you might be interested in the latest support information from Twitter - how to use the service effectively for newsrooms.

Twitter for Newsrooms provides information on using Twitter to search for news sources and breaking news, how to tweet effectively and engage an audience, branding, publishing via Twitter and support information.

It contains a range of examples of how media professionals and organisations are using Twitter for news-gathering, filtering and distribution.

I recommend passing on the link to your media people and Ministerial media advisors.

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Wednesday, June 29, 2011

Public Sector Innovation Toolkit released

Tonight the Department of Innovation, Industry, Science and Research has released the Public Sector Innovation Toolkit website.

The website is part of the APS-wide innovation agenda, designed to help public servants develop and apply innovative solutions.

Published under a Creative Commons Attribution license, the Innovation Toolkit is being used to,
  • provide information about the innovation process, tools and approaches that can support innovation in public sector organisations
  • provide updates on developments in APS innovation
  • provide links to relevant information and research
  • discuss issues relating to public sector innovation
  • ask for input
  • highlight examples of innovation in the public sector.
 As a living resource I expect to see the toolkit growing and maturing based on the feedback of its users as a world-class tool for public servants.

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Are telephones a natural medium for internet natives?

I wanted to share this interesting post discussing the challenges faced by people used to online communications technologies when attempting to use old technologies like the telephone.

Technology’s Child: Why 21st-Century Teens Can’t Talk On the Phone discusses how phones conversations are "both too slow and too fast" and don't provide mechanisms for thinking about and carefully editing what is said.

Will telephone ettiquette become a victim of the internet revolution, replaced by new skills?

Time will tell.

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Tuesday, June 28, 2011

European Union requires websites to make users 'opt-in' to website cookies

The EU Government's 2009 Directive banning "unnecessary" cookies in websites (if the site doesn't ask users to accept the cookie first) has just begun coming into effect - causing havoc and distress amongst European webmasters.

Cookies are small text files that websites store on a user's computer in order to reduce the need for users to enter information again and again. They are used in ecommerce sites to 'remember' what is in your shopping trolley, in social media sites to remember that you're logged in, to personalise content or advertisements based on your preferences and by many sites to provide anonymous website reports.

It is estimated that around 92% of websites use cookies. In fact it is hard to imagine the modern web without them.

However in 2009 the European Union decided as part of a 2009 amendment to their Privacy and Electronic Communications Directive that even though all modern web browsers allow users to choose to accept or refuse cookies, cookies may pose a privacy threat to individuals.

While the Directive doesn't explain why they may pose a threat, it states that cookies can be a useful tool and,
their use should be allowed on condition that users are provided with clear and precise information in accordance with Directive 95/46/EC about the purposes of cookies or similar devices so as to ensure that users are made aware of information being placed on the terminal equipment they are using. Users should have the opportunity to refuse to have a cookie or similar device stored on their terminal equipment.

In other words, when cookies are used for a legitimate purpose (though 'legitimate' is not clearly defined in the Directive), they can be used by websites provided that users are provided with an up-front method to view what each cookie is for and 'opt-out' of each cookie.

This directive was to be interpreted into law by European states by May 2011. So far only three countries have complied, Denmark, Estonia and the United Kingdom. The UK has also given webmasters twelve months to introduce appropriate opt-out controls on their websites, recognising the impact of their law. Other countries in the EU will introduce their cookie laws soon.

So OK, European websites using cookies now must have an opt-out provision for UK, Denmark and Estonian users and soon for all Europeans in the EU.

So where is the sting in the tail?

Firstly, these laws may apply to all websites that are viewable in European countries, as existing European privacy laws already require. This would mean that Google, Facebook, Twitter and other social media sites hosted in the UK, Asia or anywhere else in the world would need to change how they functioned due to European-only laws.

Under this interpretation (yet to be tested in court), all (hundred million plus) websites, whether ecommerce, news, information or government would have to comply.

That includes Australian government websites using cookies, including any using Google Analytics, 'share' tools, shopping carts or otherwise using cookies to store (even non-identifiable) information on users - even for a single session.

There is an alternative. Non-European websites could simply block Europeans from viewing their sites and therefore would not need to comply with the European law. That would present a very interesting geographic freedom-of-information ban, as well as damaging the businesses of many organisations and governments who want Europeans to access their websites.

The second concern is around how the opt-in approach to cookies must work.

There's no clear approach in the Directive and plenty of confusion on how the opt-in control should work. The suggested approaches in the UK are to use pop-ups (which most modern browsers automatically block) or to use an 'accordion' that appears at the top of all webpages, as is used by the UK's Information Commissioner's Office (ICO) - the ugly block of text at the top of the website.

A more humorous implementation of a pop-up opt-in control is used on David Naylor's website - read the text.

The BBC has introduced an opt-in approach that accidentally managed to break the law while implementing it - by using a cookie to hide the message asking you to opt-in for cookies. Oops - they needed to have an opt-in for that too.

The third issue with this European directive is the impact on useful things websites do. It will become much harder to personalise content for users or report on websites. Indeed the impact of people opting out of cookies, therefore rendering all cookie-based reporting significantly more inaccurate, is already being tracked. The ICO's website has itself seen a 90% fall in recorded (tracked) traffic. This indicates that the ICO will no longer know what site users are doing and cannot as effectively optimise and improve their website. Magnify this across millions of websites.

For those who wish to learn more about European Cookie Laws, check out the short video below or read the The definitive guide to the Cookie law.

And, as always, I'd appreciate your thoughts - particularly on the questions below.

Has Europe become the Cookie Monster? Or is this a reasonable and appropriate step to improve user privacy?

Should Europe have the right to impose laws in their jurisdiction on the rest of the world? If not, should the rest of the world stop Europeans visiting our sites?

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Monday, June 27, 2011

Turning open government petitions into policies in Latvia, using online banking to authenticate citizens

It can be difficult to get a perspective on the Government 2.0 activities in non-English speaking countries.

However thanks to Francis Irving, who posted an account in the My Society email list in the UK, forwarded to the OpenAustralia Community list in Australia, here's a very interesting mini case-study on one initiative in Latvia.

In this case the initiative was created outside of government, however has become part of their parliamentary and law-making process.

It involves using online banking accounts to identify users, in partnership with the major local banks. This is an approach I've not seen used anywhere else in the world.

It is a well-structured open government initiative and one that I think Australia could do well to model similar activities on.

I've quoted Francis' email below. To learn more, join the OpenAustralia Community list.

Francis Irving (posted 24/6/2011):
I just met Kristofs Blaus, who spent a year researching petition / online initiative projects across the world. i.e. things where citizens propose and vote on new laws.

He launched ManaBalss.lv (Eurosay.com) in Latvia two weeks ago. Already two laws are going into force entirely because of the site.

Six things you ought to know about it:
  1. 2 days after launch, the president of Latvia promoted an initiative on the site because 20,000 people had signed it. It is to open the owners of offshore companies. Within 1 week of launch (i.e. last week!) it was passed in to law.  http://eurosay.com/atveram-of-orus/show

    You can watch for future ones being signed into law on this page: http://eurosay.com/initiatives/signed

    (What self respecting e-democracy site doesn't have a specific, high profile page, just showing things it has got passed into law!) 

  2. Within 2 weeks, a second initiative got enough support that both major groups in Parliament now support it (it'll become law after the recess in September). It's a meta-law - it makes the platform itself mandatory, so if any petition gets 10,000 authorised signatures, then the creator gets 5 minutes in Parliament to present it.
    http://eurosay.com/atveram-saeimu-/show

  3. There is a workflow process for making sure the initiatives that get through are sensible (rather than tabloidy stuff that tends to be popular on the UK's no. 10 petition site)
    1. You write an original draft
    2. Comments by skilled volunteers tell you what is wrong with it.
    3. You can fix it up.
    4. Then you gather support. You get a URL. The initiative doesn't appear in an index on the site, you have to promote it yourself.
    5. When you get 100 people (they're going to up it to 1000 due to popularity)
    6. Some real volunteer lawyers make it into a proper, viable legal text in a PDF on the initiative page.
    7. It goes on the public site, where large numbers of people can back it.

  4. That process ensures that:
    - It is a real proposal rather than aspirational
    - It can regulated by legislation
    - Technical details, such as if it requies a constitutional change it is written in the right form

  5. It's social. The GroupOn/PledgeBank nature of gathering support, and then later the petition nature of getting people to back finalised initiatives, both encourage spread. It links to your Facebook/Twitter so the initiatives can have a montage

  6. To ensure it can't be gamed, you authenticate yourself to the site using your online bank account (via your social security numebr). It launched (undemocratically!) with just one bank, but the others were then deseparate to be added.

  7. The site is now wildly popular. It trends all the time on Latvian Twitter. Politicians fall over themselves to back it. The media love it, as articles they publish about it get traffic from the site.
An article in English about it, but rare. Nobody has heard of this thing yet. Except you for being smart enough to be on this list ;) http://bnn-news.com/latvia%E2%80%99s-society-enormous-power-30587

Notably the two people who made it are businessmen rather than programmers. The coding was done by staff at Kristofs's company.

Kristofs Blaus - business strategy, inventing new products
Jānis Erts - marketing (he made this fake metorite http://news.bbc.co.uk/2/hi/8326483.stm)
 
Obviously, the above formulae is easy to critique in the UK. But I'm not really interested in that kind of stop energy.

What is extraordinary is that the right combination done in the right way can be wildly successful. That is almost certainly true here.

If anyone on the list wants to help Kristofs do that, please email me privately.

Francis

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Sunday, June 26, 2011

How much risk is really attached to cybercrime and hacking?

As a follow-up to my post last week Familiarity trumps understanding (dealing with Neophobiacs), John Sheridan has made me aware of a Sydney Morning Herald article by Chris Berg on One hack of a crime wave, or so they say.

The article argues that while claims have been made that online hacking and cybercrime industries are up to the size of Germany's economy (US$3 trillion per year), these are often made by consultants and, as a Microsoft report discovered, "the bulk of what we know comes from tiny surveys. The authors found at least 75 per cent of losses were extrapolated from just one or two unverified, cases."

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Saturday, June 25, 2011

Familiarity trumps understanding (dealing with Neophobiacs)

Arthur C. Clarke, a famous science fiction and futurist once said,

Any sufficiently advanced technology is indistinguishable from magic

I believe we reached that point quite some time ago in our civilisation. While most people watch television, drive cars, use electrical appliances, fly in jet aircraft, use computers and surf the internet, few understand how any of these technologies actually work, or the science that sits behind them.

In some cases many in society actively deny or denounce the science behind their everyday tools while still partaking of its benefits. They simply don't recognise or understand the disconnect.

Over in the Gov 2.0 Australia Group, Stefan Willoughby recently stated, in reference to Eventbrite and other online tools,
I just don't understand why it is so hard to convince people that these tools are valuable and not nearly as risky as they think.

Many of us working in the online space have encountered similar attitudes over the last 10-15 years, often from otherwise highly intelligent people.

I can't legitimately call this behaviour 'risk-aversion'. Those refusing to consider the use of online tools or expressing concern over the 'risks' often have little or no understanding of whether there are any risks (and of what magnitude), or whether the risks of these tools are less than the risks of the tools they are using now.

It is simply a 'fear of things new to me', without any intellectual consideration of the relative risks and benefits. This is a known phobia, Neophobia - the irrational fear of anything new.

I've thought about this issue a great deal over the years and tried a number of tactics to educate people on the uses and actual risks of online tools.

After 16 years I've come to the conclusion that explaining how online tools work simply isn't the right way to overcome irrational fears in most cases.

People don't really want to understand how the tools of our civilisation function - they just want to feel confident that they work consistently and in known ways.

In other words, familiarity trumps understanding.

To begin experimenting with a technology many people simply want assurance that 'others like me' have used it previously in a similar manner safety and successfully. Their comfort with its use then grows the more they use the tool themselves and the less new it feels.

They don't really care about the science or machinery under the hood.

Therefore as internet professionals our task isn't to share knowledge on the mechanics of online tools. It is to build a sense of comfort and familiarity with the medium.

This doesn't mean we shouldn't use evidence, explain how online tools differ and can be used for different goals or effectively identify and mitigate the real risks. This remains very, very important in familiarising people with the online world.

However we should spend less time on the technical details, explaining the machinery of how information is transmitted over the internet, how servers secure data, or how dynamic and static web pages are written and published. These things 'just work'.

Instead we need to focus on helping people use the tools themselves, provide examples of use by others and demonstrate practically how risks are managed and mitigated. Support people in understanding and trusting that each time they push a particular button a consistent result will occur.

Once people are familiar with a particular online tool and no longer consider it new it becomes much easier to move on to an accurate benefit and risk assessment and move organisations forward. Even if they don't really understand how it all works.

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Friday, June 24, 2011

ACT (finally) outlines open government plan

I am writing this piece as a resident in the ACT, with shades of my Gov 2.0 advocacy cap. And I should say, as a partially disappointed resident.

The ACT Chief Minister, Katy Gallagher, has finally laid out the ACT Government's vision for open government.

It's about time. The ACT has been a tailender at the State and Territory level for quite some time in the open government space, with occasional sparks of excitement quickly fading back into embers.

However rather than an auspicious start focusing on the benefits of openness to citizens and the Territory, Gallagher's media release focuses on political benefit.

"The plans outlined in a Ministerial Statement to the Assembly today, are set to make the ACT Cabinet the most open in the nation"
The most open cabinet in the nation... Not the most open government, or even the most effectively and sustainably open government.

I commend the step the ACT government is taking to establish an "open government website" - although a three month timeframe, if the website is starting now, leaves little room to build something meaningful or matching citizen expectations. I hope that the developers can pull off a miracle and develop something of substance, however I feel for them and the timeline they've been given.

I get worried at the announcement of a "commitment to hold a Virtual Community Cabinet on Twitter next month".

Twitter is not an effective mechanism for this type of endeavour. I would prefer to see a liveblog, supported by moderation, through a tool with strong archival and management mechanisms and on a more broadly used medium - such as CoverItLive.

And the step to "release a weekly report on key issues discussed and decisions taken by the Cabinet, starting in the first week in July" is a classic Gov 1.0 tactic transferred online.

The government could have been doing this type of informing at any time using other mediums - newsprint, radio or even television. Placing a transcript or list of topics and decisions online doesn't add much and certainly isn't in the spirit of Gov 2.0.

ACT has the highest concentration of Government 2.0 talent in Australia - with many Commonwealth agencies now launching and successfully managing these initiatives.

We should be the most advanced open government jurisdiction in Australia.

However this announcement by the Chief Minister doesn't support this view.

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Thursday, June 23, 2011

Empowering citizens to lead public governance reforms in developing and developed nations

One of the assumptions often applied to government funding for aid and governance reform programs is that the funding must be granted to established corporations, NGOs or not-for-profits that have hierarchies, governance structures, offices and methodologies for achieving outcomes.

It only makes sense - when investing government money into development activities there needs to be ways to mitigate risks and ensure accountability.

Surely a well-established organisation, with structural integrity and processes, must be well-equipped to manage and deliver change outcomes.

A ten-year research study from the Development Research Centre on Citizenship, Participation and Accountability (Citizenship DRC), has found that the assumption that an established organisation is better equipped to deliver governance reform is just that - an assumption.

As reported by Nick Benequista in the website of the Institute of Development Studies, the Citizenship DRC's report, Blurring the Boundaries: Citizenship Action Across States and Societies (PDF):

"argues that "the 'good governance' agenda that has persisted in international development since the early 1990s is itself due for a citizen-led upheaval."

Benequista's article, How a citizen-led approach can transform aid to governance, points to over 150 cases highlighted on the Citizenship DRC website where bottom-up citizen-led initiatives have been effective in achieving governance change in different countries, circumstances and on different issues.

Perhaps this is an area we need to explore more of in Government 2.0.

How can we rebalance the relationship between governments and citizens through development funding to achieve better outcomes.

Is giving money to established organisations the best approach, or do governments need to listen more directly to citizens and listen less to intermediaries.

With the emerging knowledge and experience in this area around the world it will be interesting to see whether Australian governments are willing - or able - to reframe their approach to development.

To finish with Benequista's words,

The good governance agenda of the 1990s has already overstayed its usefulness. The question now is whether what comes next will finally give citizens the role they have been demanding.

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Monday, June 20, 2011

Could the fear of adopting social media be due to a fear of death?

Dr Travis Kemp of the Teleran Group presented at the National Stakeholder Engagement and Community Relations Officers' Forum 2011 in Melbourne a couple of weeks ago.

He provided an interesting view on how people identify for or against certain policies and worldviews, how bad humans are at accessing risks, and illustrated how it was possible to for someone to move from a position of 'this is new and different' to 'It will kill me' in less than ten steps.

He discussed how this type of powerful fear can dramatically influence how willing people are to consider new ideas, accept change or adopt new approaches, as well as how it distorts risk management processes, greatly exaggerating the risks of the 'new and different' and underrating the risks of the 'tried and true'.

One of his points was that the resistance to the use of social media may be due to a fear of death.

Here's an example of how a typical thought process for a senior official in a government agency might go...
  1. Social media channels are new and different
  2. I don't understand these channels well enough to understand the risks and pitfalls
  3. As I don't understand the risks and pitfalls, I could make mistakes, or allow mistakes to be made
  4. Mistakes could embarrass or diminish the reputation of the agency or the Minister
  5. If the agency or Minister are negatively impacted by use of social media in my area, I will be held responsible
  6. If I am held responsible for a social media mistake I will lose the respect of my manager and confidence of my agency and Minister
  7. If I lose the respect and confidence of my manager, agency and Minister, I could lose my job
  8. If I lose my job I could lose my house, family and friends
  9. If I am left homeless and friendless, I am likely to die.
  10. Therefore, if I use or allow the use of social media channels I am likely to die.

What do you think - is this a far-fetched or realistic explanation for fear of social media?

And what is really at the root of this fear?


By the way - I also presented at the forum (not on as dramatic a topic) and you can see my presentation on Slideshare here.

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Thursday, June 16, 2011

Ignoring social media is a 'strategic error of the most basic nature' - Chief of US Naval Operations Adm

Fierce Government IT reports that Chief of US Naval Operations Adm. Gary Roughead says Ignoring social media is a 'strategic error of the most basic nature'.

In the US the military has been an active adopter of social media, with online channels seen as a critical theatre of influence. Most members of the US armed forces (with a few necessary exceptions) are encouraged and guided on how to communicate, collaborate and represent their nation and US forces in a effective manner through social media channels.

The article reported that,
"When you empower your workforce to be communicators, you must understand that you won't always agree with what they say or perhaps how they say it. You can certainly set reasonable boundaries--we tell our Sailors not to disclose classified information, and we expect everyone to treat everyone else with dignity and respect. But you can't dictate everything your people say," said Roughead.

The article also touched on the challenges of integrating social media into a hierarchical organisation,
Roughead said leaders must help the workforce navigate the blurring line between professional and personal, set policies that strike a balance between accountability and empowerment, and guard against the temptation of "making it about you," and not the organization.

It will be very interesting to see what the current review of social media use in Australia's armed forces says in comparison - and how they execute.

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Delib's downunder digital democracy documentary deliberations definitely defining

Delib's Chris Quigly has released the edited Australian digital democracy mini-documentary that he recorded earlier this year with a number of Government 2.0 leaders (plus myself) across Australia.

The nine minute mini-documentary provides an interesting perspective on Gov 2.0 approaches and trends in Australia. It also provides a defining view from the outside - how people in other countries might view what is happening in Australia.

I have not embedded the video below as it is worth reading Chris' post about the mini-documentary for context.

I cannot wait for the blooper reel! (well OK I can)

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Tuesday, June 14, 2011

Dutch Civil Servant 2.0 books now available in English

Davied van Berlo's two books "Civil Servant 2.0" and "Civil Servant 2.0 beta" have finally been translated into English and are available online for free.

I've admired and followed the work of Davied, a Dutch Civil Servant, for several years now. Davied has been using the internet for about as long as I have and (at least in my opinion) is one of the leading thinkers regarding Government 2.0 in Europe.

Davied was named Dutch Information Professional of the Year in 2009 and voted second most influential person in local Dutch government in 2010.He participates broadly in global discussions on Government 2.0 through sites such as Govloop and is active on Twitter as @Davied in both Dutch and English. Davied also runs the 6,500 member Civil Servant 2.0 network in The Netherlands and is an active proponent for Pleio, a free open-source system for governments to rapidly roll out Government 2.0 initiatives.

Over 25,000 copies of Davied's two books have been circulated in The Netherlands and Belgium. Now they are in English, I expect to see this increase rapidly.

To paraphrase Davied's blog post Dutch Civil Servant 2.0 books translated in English,

The book "Civil Servant 2.0" (originally released in Dutch in 2008) explains the significance of web 2.0 for government in terms of its internal organisation, its relationship with the public, and the working methods of the civil servant. It also contains a lot of examples from the Netherlands.

"Civil Servant 2.0 beta" (2009), is an extension of Davied's first book, providing a practical interpretation of the concepts expressed in the first book, and contains action points and ideas for government organisations to develop their own strategies for government 2.0.

I regard both books a must-read for Government 2.0 practitioners and would-be practitioners in Australia.

Download Civil Servant 2.0 and Civil Servant 2.0 Beta for free

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Friday, June 10, 2011

AGIMO launches Government 2.0 Register for Commonwealth government

I've been a bit behind on blogging in the last two weeks due to my new job, however expect to get back into the flow next week.

In the meantime, this week has seen the important announcement of the Government 2.0 Register from AGIMO, which attempts to collect all of the Australian Government's social media initiatives into a single place.

The Register makes it much easier for agencies to compare and contrast executions, learn by others' innovation and build business cases for their own activities (where decision-makers are unaware of how much is actually going on).

While any list of this type is almost certainly going to miss a few initiatives, AGIMO has done an excellent job of identifying what is going on and is supporting user updating - meaning that agencies can self-report activities (or third parties can report for them).

Given the struggle I've had at time maintaining lists of Australian Gov 2.0 initiatives - as many agencies don't announce their public activities as publicly as they could - I'm very happy to see AGIMO taking on this challenge with their much greater resources and as they're actually paid to know what's going on so they can advise people effectively.

It is vital for Australian Governments to have internal self-knowledge of what their various agencies are doing, and sharing, collaborating and borrowing from the successes of others.

Otherwise we'd constantly be reinventing the wheel and waste public money hand over fist.

I hope we'll see similar initiatives outside of Gov 2.0 as well, enabled by Gov 2.0 platforms. Such as agency recruitment sites, research activities and reports, procurement practices, financial systems, organisational policies (starting with social media policies) and other areas where government agencies can share information in ways which improves collective knowledge and skills, reduces redundant work and saves money.

Who knows - maybe in the future new agencies will simply be able to pick from a 'shopping list' of best practice policies and approaches across government!



I'll keep updating my Twitter list with all the additional accounts AGIMO has identified, and with a bunch of others I've found - when I have spare time to do so.

Read full post...

Monday, June 06, 2011

Talking about Twitter

Thanks to links from John Sheridan (@sherro58) and Kerry Webb (@kwebb), I've been reading some of the latest articles and blog posts talking about Twitter.

They attempt to analyse and 'place' Twitter on the spectrum of human communication - discussing whether the service is more like text or like speech.

They also discuss the potential impacts of Twitter and other digital mediums on our brain chemistry and behaviour (which, incidentally, are affected by everything we do and learn).

I personally believe the best analogy to Twitter is thinking, not speech or text.

Twitter involves millions of individuals sharing small pieces of data at irregular intervals.  Taken together they form a mechanical stream of consciousness, layers of data, thoughts and experiences, most of it occurring outside of the conscious level of Twitter users (who don't follow these accounts or simply aren't looking at Twitter at the right time).

Many tweets - pieces of data - simply flow through the system and disappear, much like random thoughts.

However some contain data with interesting information pieces, such as news stories and events. These trigger some individual to click through to the full article in a webpage or video - a 'memory'.
 At other times Tweets form into conversations, between individuals or groups - frequently under a hashtag. While many of these conversations end unresolved, some build new knowledge on existing information or otherwise generate new ideas, leading to a further cascade of realisations.


The goal of all of these tweets is not necessarily to be lasting monuments to human achievement, or even to be relevant to most Twitter users. Some are signposts to more comprehensive content, memory markers for the web, others are processes of rationalisation, realisation or decision-making, or instant reports and analysis on 'now'.

If humans developed mechanical telepathy and connected several hundred million people together I believe the flow of content would not be dissimilar to the flow of information and dross across Twitter.

In fact, if we invented mechanical telepathy, Twitter might be a excellent medium for the transition of ephemeral and fast changing thoughts, using tools like hashtags to tie together sequences.


I've attached links to the pieces John and Kerry brought to my attention below, together with several student views on Twitter and several interesting infographics:

Thoughts about Twitter from several students in the Advanced Broadcast Journalism course at the University of Canberra:
Twitter Infographics:

    Read full post...

    Thursday, June 02, 2011

    Coping with the challenges of two-speed government agencies

    A couple of weeks ago I blogged about 21st Century society vs 19th Century laws and policing. My post discussed the interview and arrest of Ben Grubb, an Australian Technology Journalist, by Queensland Police in the context of the challenges for legislators and law enforcement in remaining current and relevant in a quickly digitalising world.

    A second issue arose on Twitter related to a response by @QPSMedia to a question. The QLD Police Media Unit stated publicly that Grubb had been interviewed but not arrested.

    Unfortunately this was untrue at the time. Grubb had been placed under arrest. @QLDMedia corrected their statement as soon as they were made aware of the changed situation (and took a little flak over their correction for "being too informal" - but that's the value of Twitter, short, fast and personable).

    My understanding in this case is that the Queensland Police Media Unit had checked and obtained high level clearance for the original 'interview' tweet. As far as they had known the original information was correct at the time of tweeting.

    I'm not about to criticise @QPSMedia for providing information they believe is correct at the time and then amend as soon as the error is recognised - that's actually very good practice. Frankly, considering the Queensland Police is a 24-hour organisation with 15,000 staff and over 5.2 million interactions with the public each year, it is unreasonable to assume that every interaction will be perfect.

    Even if you could effect a communications accuracy rate of 99.999% (with humans mind you, not machines) this would still leave room for one mistake each week (52 per year).


    What this particular situation does highlight for me is a major challenge for government agencies as they begin adopting social media. They are becoming two-speed organisations.

    The small teams in agencies that manage online channels and engage via social media are developing the culture, systems and processes to support rapid, open and less formal communication. They have, or are becoming, attuned to how to communicate effectively online and often provide broader advice and support to other teams in using these channels.

    However the areas that haven't embedded social media in their toolkit - the much larger 'rumps' of these agencies - are still operating on pre-internet systems and timeframes. Their focus isn't speed, but quality and diligence. They seek to ensure that information is triple checked before it is announced and that policies and communications are carefully deliberated and crafted to be precisely accurate in every particular.

    This means that whenever there is a need to respond quickly to public needs in a crisis or event, the social media team is ready and able to rise to the challenge (as @QPSMedia did in the Brisbane floods). However they may still struggle to source relevant, accurate and timely information from the rest of their organisation (as did @QPSMedia in the example I first provided).

    This may create communications and engagement breakdowns or slowdowns, leave agency social media teams looking ineffective or evasive and damage their ability to manage online relationships and incidents in effective ways.

    These slowdowns may ultimately impact on the overall reputations of agencies, leaving them looking slow or ineffectual.

    So how do we manage these two-speed government organisations?

    In the long-term we might see agencies capable of operating at internet speeds, with systems and processes that allow them to manage their data flow and quality needs while also meeting the public's desire for fast information.

    In the short-term, as our organisations evolve, it is critical to consider bridging tactics to allow agencies to operate at both speeds - deliberative and internet.

    These tactics can include preformatting messages wherever possible. For Twitter a former staff member in my team termed these 'Tweetplates', which could be pre-approved by management and then reused without additional approval requirements.

    Material or entire websites that aren't time sensitive can be prepared, reviewed and approved ahead of time, then used as needed in crisis (such as a list of hospital locations or standard emergency instructions). They should be reviewed periodically to keep them up-to-date.

    It is also possible to use delaying tactics - to a point. Rather than answering a question immediately it is acceptable to acknowledge the question, indicate that you're working on an answer and that you will provide the answer as soon as possible. Of course it remains necessary to actually answer the question when you said you would.

    Are there other tactics I've missed? Add them in the comments below.

    Read full post...

    Wednesday, May 25, 2011

    Where's the carrot for accessibility?

    Possibly the hottest topic for Australian government web managers this year is 'accessibility', following on from the release of the Web Accessibility National Transition Strategy by AGIMO (the Australian Government Information Management Office).

    The strategy confirmed the Australian Government's adoption of the Web Content Accessibility Guidelines version 2 (WCAG 2.0) from the World-Wide Web Consortium (W3C), the premier global standards setting organisation for the Internet, as well as the mandatory timeframe for accessibility compliance by government agencies.

    In speaking to people within agencies who are not directly in web areas, but who are commissioning, funding and filling websites with content, for the most part I have found they were unaware of the government's accessibility requirements. A regular question was, "is this a new requirement?" and when told that accessibility requirements had been around for more than ten years and the Disability Discrimination Act since 1992, the reactions varied from surprise to anger - that they'd never been told before.

    There's also uncertainty and some anxiety about meeting the requirements, which still look like black magic to those new to the topic. Is an accessible PDF good enough? How do we know if it is a decorative or meaningful image? Can we use Facebook if it isn't accessible? How do we add closed captions or transcripts to unscripted user-generated videos? Do we have to convert all PDF submissions to consultations into HTML? Are we funded for accessibility?

    Agencies are coming to understand the need for accessibility, and the risks. However where's the carrots?

    At the moment there's no real kudos for agencies that meet accessibility requirements. No recognition for complying, public mention of best practice examples or awards for high achievement.

    Of course it could be argued that meeting the accessibility requirements is a given and no-one should be rewarded for complying with legal requirements they need to meet.

    However humans are complex creatures and respond both to punishments and rewards. Public servants need acknowledgement for good work as much, if not more, than they require chastisement for bad.

    I would like to see more opportunities to recognize the agencies who are best at meeting their accessibility obligations as well as mechanisms to identify and name the worst.

    Do you agree - should there be acknowledgements for good accessibility practice?

    Or is it a given that all agencies should meet without reward?

    Read full post...

    Tuesday, May 24, 2011

    Crowdsourcing serious government policy - now not only thinkable, but desirable

    Crowdsourcing is often used in government for 'light' topics, such as selecting a logo or sourcing audience-created videos or photos.

    However it also offers enormous potential for informing and developing government policy in areas that are considered both sensitive and serious - such as security.

    About a year ago the Atlantic Council released its recommendations report from the 2010 Security Jam.

    Unlike previous closed-room security discussions, the Security Jam ran on an open basis, bringing 4,000 military, diplomatic and civilian experts from 124 countries together online to thrash out the challenges facing global security.

    Held from 4-9 February, the Jam, run by Security and Defense Agenda in partnership with the Atlantic Council and with support from IBM, was supported by both the European Commission and NATO.

    The thousands of participant included defense and security specialists and non-specialists in order to broaden the security debate beyond purely military matters.

    According to Robert Hunter, former US Ambassador to NATO, "The Security Jam has done something that NATO's Group of Experts has not - to reach out beyond the ‘usual suspects’, to people who have truly original ideas and a range of analysis that goes to the heart of today's and tomorrow's security issues."

    Imagine applying the principles of the Security Jam to Australia's Commonwealth and state policy issues.

    With the comments in Terry Moran's speech last week it is clear that this type of approach is not only becoming thinkable, but desirable.

    Read full post...

    Monday, May 23, 2011

    Defence's social media review

    A few weeks ago the Department of Defence announced it had selected the advertising agency, George Patterson Y&R to conduct a review of social media risks.

    This followed the Skype scandal in April this year where several male Defense Force cadets conspired to broadcast a female cadet having consensual sex without her knowledge to half a dozen other (male) cadets. The female cadet reportedly went to the media after being told that there was no possibility of police action.

    On some exploration I found a reason why George Patterson Y&R was selected - their long association via the Defence Force recruitment advertising contract. A trusted working relationship and a 'known quantity' would have decreased the review's risks from Defence's perspective. The existing contract may even have simplified and expedited the procurement process whilst remaining within government guidelines.

    However I still found this choice surprising. In my view traditional advertising agencies in Australia haven't demonstrated a sound understanding of how to use social media effectively, particularly for government purposes.

    I'm not the only one who thinks this. Laurel Papworth, a social media specialist, also had doubts about the choice, summed up in her post, Australia Defence Force ADF and social media. This included comments made to Crikey, reported in the article, ‘No conflict’ over Defence Force social media probe.

    My concerns about the choice were heightened by the coverage this weekend over the personal comments by senior George Patterson Y&R staff,

    Alongside this, there are a growing number of people within Australian government with a sound understanding and experience of using social media effectively for their agencies. This is evidenced by the rising number of social media policies and channels in use by many agencies. There's even a few staff in Defence who are very experienced social media practitioners.

    Externally there's a growing number of specialist digital agencies and social media specialists in Australia who are able to provide effective risk assessment, support and training.

    There is also quite a lot of experience in Departments similar to Defence in other countries, such as the US Defense forces.

    The US has provided a great deal of effective and well-structured guidance for US sailors, soldiers and air force personnel, from the Navy Command Social Media Handbook, Social Media and the Air Force guidebook (2nd Edition) and the 2011 US Army Social Media Handbook (a follow-up from their 2010 handbook).

    There's also the fantastic Web Posting Response Assessment flowchart from the USAF and even the Marines have embraced social media use.

    They've even indexed their official social media channels to make them easier to discover. US's Defense forces have social media directories, the US Navy's social media directory, the US Army's directory and a similar directory for the US Air Force.


    The social media report is due in July - I look forward to seeing it released publicly.

    I hope that George Patterson Y&R are able to provide useful findings and actionable recommendations - and that they particularly consider the social media expertise and experience of the groups above.

    Read full post...

    Friday, May 20, 2011

    1,000th post at eGovAU - looking backwards and forwards

    It is hard for me to believe that I've reached 1,000 posts on eGovAU - all talking about Government 2.0 and related topics.

    That's well over half a million words I've written on the topic in around three years - around 5 decent-sized novels.

    Now I'm here I'm indulging in the opportunity to look back and forward.

    Think on the world a decade ago, in early 2001.

    The twin towers still stood, Australia had just celebrated 100 years of Federation and John Howard was soon to be re-elected.

    The Internet bubble had collapsed a year earlier, leaving people deeply suspicious of investing in dotcoms and creating a global tech depression. There was no Google, YouTube, Facebook, Myspace or Twitter.

    Microsoft's Internet Explorer 6 web browser (still used 10 years later by some government agencies) ruled the web with around 90% market share. The web was dominated by brochureware and surviving ecommerce start-ups like Amazon and eBay.

    There was no such concepts as social media, Web 2.0 or Government 2.0 (only eGovernment) and the Australian government had only recently mandated accessibility standards for government websites. Some Departments didn't have websites yet.

    There were about 458 million internet users globally (in March 2001) - compared to today's 477 million internet users in China alone, or over 500 million active Facebook users.

    The world has changed a great deal since 2001, geographically, politically and socially. Every living individual in the world has changed - some more than others.

    Governments have also changed - however much has remained the same.

    The next ten years promises to only bring more change, at a faster pace, than the last ten.

    The challenge for all of us is to consider these changes strategically, their opportunities and consequences, whilst still living through them. The future has always belonged to those who can anticipate, act, react and adapt - and the future of government will equally belong to those who embrace and drive positive change, not to those who let it happen to them, or despite them.

    We live in a singular moment in human history, a moment ripe with potential for humanity and the planet.

    We've thrown off the shackles of distance with cheap communications technologies and given more than 2 billion humans access to a global mind - a database filled with much of the world's knowledge and thoughts, a conduit to discover, create, share and collaborate to build empowered, engaged and effective societies and institutions.

    How should we use this moment in time?

    How will YOU use this moment?

    Read full post...

    Thursday, May 19, 2011

    21st Century society vs 19th Century laws and policing

    Laws have always struggled to keep up with society, however rarely in such a vivid and public way as in Wednesday's arrest of Sydney Morning Herald journalist, Ben Grubb, and the confiscation of his iPad.

    The incident, well reported in the SMH, occurred when Queensland Police responded to a complaint regarding a photo hacked from one security expert's private Facebook page and displayed in a presentation at the AusCERT conference in Brisbane as an example of a major security hole in Facebook's system.

    Grubb was attending the conference and received a briefing about the security hole. Seeing the public interest in telling the community that their supposedly private Facebook photos could be easily accessed, Grubb reported the matter in an article featuring the image, which I can no longer find on the SMH site.

    The following day police questioned Grubb about the matter and then demanded he hand over his iPad on the basis that police wanted to 'search' it for evidence of a crime. When he was unwilling to do so, he was arrested and his iPad confiscated for a complete image of its content to be taken and analysed by police (let's not even explore the potential conflict with Australia's Shield laws, which incidentally also cover bloggers and tweeters).

    The basis of police concern was that the image retrieved by the security expert and used in the SMH article was 'tainted material', stolen from a Facebook account and then passed on to others.

    What is more worrying is that the Queensland police, in a press conference, then equated receiving an email containing a stolen image as 'like taking stolen TVs'. To quote:

    Detective Superintendent Hay used an analogy to describe why Grubb was targeted.

    "Someone breaks into your house and they steal a TV and they give that TV to you and you know that TV is stolen," he said.

    "The reality is the online environment is now an extension of our real community and if we go into that environment we have responsibilities to behave in a certain way."

    Let's think about this for a moment.

    Firstly, when someone 'steals' an image - or music, movies, books or other online content - it isn't stealing if the content remains at the point of origin for the original owner to continue using. It may be a copyright infringement or privacy breach, but unlike stealing a television, where the owner of the television is left without it, there is no theft, simply replication.

    On that basis any laws around theft simply don't apply online. You can copy my idea, my words, my images. However unless if you somehow delete the originals, you are not stealing them, you are breaching my copyright.

    Secondly, when an email is sent to our email address it gets delivered regardless of the legality of its contents. We have no say in whether we receive legal or illegal messages and images. Sure there's spam blockers and the like, however these automated tools can't tell if content is legal or not, only if it violates certain rules, such as containing certain four letter words or phrases.

    However, according to the QLD Police, if someone sends you an email containing a 'stolen' image, you are breaking the law. This is even though there is no way possible for you to refrain from receiving the email in the first place. You don't even have to open the email. If it has been stored on your device, based on the QLD Police's interpretation of Commonwealth law, you are a potential criminal.

    This has enormous ramifications for society. Anyone can frame someone else by sending them an email. As it is relatively easy to set up a disposal email account, you can do so anonymously. This could be used against business rivals, political opponents, or even against the police themselves simply by sending them an anonymous email and then making an anonymous complaint.

    Equally, if the person receiving the email is a potential criminal, then what about all the organisations whose mail servers were used to transmit the message?

    When an email is sent from one person to another it can pass through a number of different systems on its journey. At each stop, a mail server copies and saves the email, checks the route then sends the email on.

    In most cases these mail servers delete these emails again for storage reasons, however at a point in time each of them has received the email, making the organisations and individuals who own them liable, again, under the QLD Police's interpretation of the law.

    Given the number of emails sent each day in Australia it's clear from the QLD Police's legal interpretation that most ISPs must be operated by criminals, receiving, storing and transmitting illegal content all day and night.

    Applying this type of 19th Century policing and legal approach clearly isn't going to work in the 21st Century.

    When everyone can publish and illegal content can be received without your consent or knowledge, laws need to change, as does police training and practice.

    Without these changes government bodies will become more removed from the society they are meant to serve, unable to function effectively and efficiently in today's world.

    By the way, the security analyst who originally 'stole' the Facebook images hasn't been questioned, arrested or charged. And Ben Grubb still hasn't received his iPad back.

    Read full post...

    Wednesday, May 18, 2011

    Gov 2.0 Canberra lunch with Allison Hornery on Gov 2.0 around the world - 27 May 2011

    For May's Gov 2.0 Canberra lunch we're joined by Allison Hornery, co-founder of CivicTEC and co-host of Gov 2.0 radio

    Allison will be speaking about the Government 2.0 trends and activities that she's observed around the world in recent travels and projects.

    Note that due to issues caused by no-shows at previous lunches, I am now charging for Gov 2.0 lunches on registration.

    Read full post...

    Tuesday, May 17, 2011

    How much do your agency websites cost - and are they cost-effective?

    I have long struggled with techniques for costing websites in Government. Due to how resources and budgets are allocated - with program areas funding and conducting some content work, corporate areas other and infrastructure and network costs often rolled into a central budget in IT teams (which provides excellent economies of scale, but makes costing individual web properties harder) - it can be very hard to come to a complete and accurate figure on what any government website costs to launch or maintain.

    Regardless, we are all driven by budgets and must determine ways to estimate costs for planning new websites and set management, improvement and maintenance budgets for existing ones.

    A step further than costs is value, a necessary part of any cost-benefit equation. In order to assess whether a website is cost-effective - or at least more cost-effective than alternative tools - it is vital to be able to demonstrate how websites add value to an agency's operations.

    Unfortunately value is an even more nebulous figure than cost as it often has to measure qualitative rather than quantitative benefits.

    Sure you can count the number of website visits, visitors or pageviews, or in social media terms, fans and followers, however this is much like judging a meeting's success by the number of people who show up - the more people, the more successful the meeting.

    This metric works when you can place a commercial value on a visit - so this may work effectively for ecommerce sites, but not for most government sites.

    Another approach is to look at the cost per visit, with a presumption that a lower cost is better. However this relies on fully understanding the cost of websites in the first place, and also assumes that a cost/value ratio has meaning. For some websites a high cost might be appropriate (such as a suicide prevention site), whereas for other sites a lower ratio might be appropriate (such as a corporate informational site).

    Perhaps the key is related to that ecommerce site example, where the sales of goods is an outcome of a visit, therefore the commercial value of a visit is effectively a site outcome measure.


    The next challenge is assessing the outcomes agencies desire from their websites and giving them some form of quantitative value. Completing an online form, rather than an offline form might be worth $5 to an agency, reading an FAQ and therefore not calling or emailing an agency might be worth $30, reading FOI information online rather than making an FOI request might be worth $500, whereas reading emergency news, versus having to rescue someone might be worth $5,000.

    Of course this quantitative measure of values for outcomes is relative and has very large assumptions - however it does provide a model that can be tweaked and adjusted to provide a fair value of a site.

    It also has a far more valuable purpose - it forces agencies to consider the primary objectives of their website and how well their most important outcomes are satisfied by site design, content and navigation.

    If the main purpose of a site is to provide information on a program such that program staff aren't responding to calls from media and public all day, then the appropriate information needs to be front and centre, not hidden three levels deep in a menu. If the main purpose is to have people complete a process online, then the forms must be fillable online and back-end systems support the entire process without having gaps that force people to phone.


    Are there other more effective ways of measuring cost and value of websites? I'd love to hear from you.

    And for further reading, the posts from Diane Railton at drcc about UK government website costs are excellent reading, How much does your website cost?

    Read full post...

    Monday, May 16, 2011

    Omega to Alpha - a new start for UK government online

    The UK government last week launched alpha.gov.uk, an experimental site that explores different ways of presenting government information online to better support citizens.

    Designed based on recommendations from the 2010 Review Report led by Martha Lane Fox, which was intended to revolutionise the UK Government’s online services, the site provides a glimpse into a citizen-centric future that takes a very different direction to Directgov.

    The site is designed to seek comment and feedback from citizens and public servants. As the site's about page states,

    What Alpha.gov.uk does do is trial a selection of new, simple, reusable tools aimed at meeting some of the most prevalent needs people have from government online. The aim is to gather feedback on these new approaches from real people early in the process of building a new single website for central government.

    The site does away with the crowded index-based navigation approach of Directgov (which is internally the more common approach for central government sites) and instead focuses on a search-based mechanism for most enquiries, with top enquiries listed below the main search window.

    Search results are formatted in more useful ways, such as calendars (which you can add to your own), such as this one for a search on "Holidays" and instant forms - such as this result for "Lost passport".

    Note that many searches will not currently provide relevant results as the site is a prototype, however there's already an impressive range of 'top of mind' searches supported.


    Below the fold is a set of 'latest news from government', however laid out with lots of white space and with a simple, well-structured side menu.

    The note stating 'EXPERIMENTAL PROTOTYPE - This section will almost certainly not be up to date after 10th May, it is for illustrative purposes only' demonstrates how experimental the site truly is.

    The site blog talks about the aims of the site and allows comment and discussion and there's a tool for providing feedback enabled through the GetSatisfaction service.

    All in all this site is an excellent research tool and it will be very interesting for governments around the world to view the public comments and criticisms of the site to inform the future development of their own central government and departmental sites.

    Read full post...

    Tuesday, May 10, 2011

    Harper Collins limits library eBook use to 26 lends before repurchase

    There's lots of interesting debates going on about ownership at the moment.

    Are the products and content you buy and enjoy owned by you? Do you have the right to switch formats, modify hardware, install software or make a personal copy?

    Sony has been fighting for years to prevent customers from modding their Playstations, arguing that customers do not have the right to install unauthorised hardware or software (even accepting you void the warranty).

    Movie and music distributors have long held the position that if you bought a cassette tape or video you have no right to the DVD version of the movie or song at simply the cost of the medium. You must buy the content again. Equally, in moving from DVDs to online, people in Australia do not have a legal right to download a movie or music they have already bought.

    As more content is digitalised, this ownership debate is spreading, with the latest areas of contention being ebooks. It seems that at least one book publisher is arguing similarly that libraries may not enjoy unlimited lending rights to ebooks they purchase, despite being allowed to lend out a paper copy as many times as they like.

    In response to fears that people will simply borrow these ebooks online, thereby cutting into book sales (which are already heavily moving online), Harper Collins has locked ebooks sold (via the OverDrive service) to libraries in the US and Canada. After 26 lends each ebook becomes unusable and the library must repurchase it to keep lending it out.

    This move has prompted outrage amongst librarians across North America, and a number of libraries have already boycotted Harper Collins, refusing to buy any further books they publish, in any format, until the policy is changed.

    If Harper Collins' decision is upheld, it may have major cost implications for public libraries in the future - as well as for organisations that maintain their own libraries, that buy business books for staff training purposes or even for citizens.

    Imagine only being able to read a book, watch a movie or listen to music you'd purchased a publisher-designated number of times before being forced to re-buy it.

    Oh - and I didn't mention that Harper Collins also wants to collect information on all readers borrowing ebooks from public libraries, so it can better understand and market to them.

    That's not a particularly open or transparent world.


    Here's some further articles discussing Harper Collins' decision:
    And there's also now a petition with over 60,000 signatures opposing the plan.

    Read full post...

    Monday, May 09, 2011

    Public Service 2.0 - reflections on Terry Moran's latest speech

    The Secretary of Prime Minister and Cabinet, Terry Moran, gave a speech last week to the Graduate School of Government, University of Sydney. Titled Surfing the next wave of reform, his speech discussed the public service's critical role in supporting and enabling government reform and good governance, and what would be expected of the APS into the future.

    Without mentioning Government 2.0, Moran's speech touched on many of its elements. He argued that the public service needed to improve how it engaged with citizens - particularly through the use of new tools enabled by technological improvements in IT and communications,

    The bedrock of government engagement with citizens is through the institutions of our representative democracy. At its simplest, citizens vote every three years or so to elect Members of Parliament who choose a government to make laws and decisions.

    But that alone is far from the extent of the links between citizens and government. Governments will achieve their goals better if they also use other ways to engage with citizens to complement and reinforce our fundamental democratic institutions.

    The remarkable advances in information technology and communications over recent decades have changed and expanded citizens’ expectations, but have also given governments much better tools for engaging with citizens.

    We need to do much better at this task.

    Moran said that the public service had to improve its use of technology in policy and program delivery to service citizen needs,
    Second, in implementing and delivering the decisions of Cabinet, we need to do better at designing policies and programs in ways that take full advantage of modern technology and that are designed with flexibility and creativity, to meet citizens’ needs. The NBN will permit a step forward in this area.

    And he said that the APS needed to become better at listening to citizens, particularly through the use of modern technology,
    Government needs to empower individuals and communities in ways that allow it and public servants to have effective exchanges with citizens.

    Perhaps most telling - and most personally exciting to me - Moran said that,
    Our processes should allow the community to provide input throughout the policy and service delivery process. Information technology can play a crucial role facilitating communication between citizens and governments.

    I understand this as Moran saying that to meet the challenges in the APS's future, the Australian Public Service needs to use appropriate tools and techniques to collaborate with the community throughout the policy and service delivery process, not just consult them at the beginning and deliver to them at the end.

    Moran finished with the statement that,
    To be successful, the reform agenda will need to embrace the best, frank and honest strategic advice, and it will have been based on the fullest engagement with citizens. I am confident we can meet the challenge.

    The proposal put forward by Moran is a vision of a Public Service 2.0, one trained and equipped to embed a citizen-focus into their work, to be strategic (as well as frank and fearless) in their advice to government, to design policies and services that take full advantage of the technology at our disposal, making appropriate use of Government 2.0 tools and techniques to achieve the goals of the duly-elected government.

    I believe it is a vision that will serve Australia well.

    Read full post...

    Friday, May 06, 2011

    Does the personalisation of the internet threaten citizen participation in democracy?

    Yesterday evening I watched an interesting TED talk by Eli Pariser, Beware online "filter bubbles".

    The talk discussed the increasing personalisation of search engines, news sites and social networks, using algorithms to selectively present or hide search results, content and comments based on a user's actions.

    Pariser raised the importance of the flow of information and news in enabling democracies and questioned whether the fragmentation of the internet into individual views would likewise erode democratic society.

    I share his concerns over this trend. When our major news sources only show us the news we wish to see and our social networks only highlight comments from people who share our views it becomes much harder to have inclusive discussions, debates and decisions.

    I'd be interested in your thoughts. Are these concerns misplaced? If not, what can or should we be doing individually or collectively to defend our right to be presented with information and news which makes us a little uncomfortable, but well-rounded and able to participate effectively in our democracy.

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    Thursday, May 05, 2011

    Is this the first eGovernment research paper? Published 1954

    I've been reading the excellent blog post by Richard Heeks in ICTs for Development on The First e-Government Research Paper.

    He discusses a research paper by W. Howard Gammon on "The Automatic Handling of Office Paper Work" published in 1954 that looks that the impact of ICT on government - noting at the time that there were approximately 40 computers in use by the US Federal public service.

    What I find very interesting is that many of the points raised in Gammon's article - and highlighted by Heeks - reflect the situation we are in today with eGovernment and Government 2.0.

    In a most insightful paper, Hammon identified the importance of understanding how and when to employ technology over understanding how to create or maintain technology, the need to re-engineer business processes rather than simply automate existing processes, the importance of 'hybrid' skills that combine an understanding of the ‘business’ of government with knowledge about the application of technology and the need for top management support, particularly to resist the politics of entrenched interests.

    These factors remain of overwhelming importance today in government. We still have to contend with individuals and groups who struggle to effectively employ technology in the service of organisations, siloed business units who seek to protect their current practices out of fear of the consequences of change and there is an ongoing need to expand the ranks of strategic thinkers who can use their combined understanding of government business and technology to create positive change.

    It is worth reflecting on why, after more than 50 years, we're still dealing with the same people issues despite having completely changed our environments.

    Perhaps we need to collectively spend more time focusing on how we educate and empower our people to bring them along with us into the future.

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    Wednesday, May 04, 2011

    Dumbing down or lifting up - writing in plain English respects your readers

    It makes me really upset when I visit a government website and find it written in dense technical or bureaucratic language.

    I can appreciate the desire of public servants to be precise and accurate in their choice of words, but often the language chosen is incomprehensible to people without two degrees and ten years experience in government.

    I've heard about - and witnessed - instances when experienced writers or communication professionals have translated complex text into plain English and been told 'you're dumbing it down'.

    No they're not. They're lifting the language up.

    Writing in plain English is about respecting your readers - writing for them, not for yourself or your boss.

    When writing complex multi-syllabic diatribes, the writer is not demonstrating their intellectual superiority or eloquent grasp of sophisticated phraseology.

    The writer is showing they don't have the writing skill and experience to lift their language out of government-speak to a level used by society, by their audience - a level used every day to share and explain some of the most complicated concepts and thoughts imaginable.

    The writer is hiding behind their words, using them to conceal a lack of appreciation and respect for their audience and a lack of understanding of their topic. They are revealing their limits and fears - and they are not getting their message across.

    One of the core capabilities for the Australian Public Service is to 'Communicate with Influence'.

    'Influence' doesn't mean using big words, it means using effective words - words that can overcome the gaps in communication between writers and readers to convey meaning and understanding.

    So when writing your websites and developing your documents, think about the invisible people in the room - your readers. Is your choice of words appropriate for their experience and education?

    Will they be uplifted by your simple and clear language or left feeling 'dumbed down', lost and frustrated by your turgid turns of phrase?

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    Tuesday, May 03, 2011

    AGIMO announces finalists for 2011 Gov 2.0 individual innovator award

    On Monday AGIMO announced the finalists for the 2011 Gov 2.0 individual innovator award, building on the award originally issued by the Gov 2.0 Taskforce last year.

    I'm very proud to see the three finalists have all made significant contributions to Government 2.0 practice in Australia.

    It is interesting to note that all three finalists are from state governments (not having seen the full list of entrants), however two have had roles which took on significant national interest - both through disaster management (Victorian bushfires and QLD floods and cyclones).

    I feel that in the last year there hasn't been the same stand-out performance from individuals at a Federal level. While there are some fantastic Gov 2.0 projects and innovators in Canberra, often projects are quite large, requiring teams all doing their part, have long timeframes, or can face significant approval and scrutiny hurdles that may dilute of defy individual innovative activities.

    Local government also struggles with scale, being smaller and more resource limited innovators often have a broader range of duties and may struggle to find the time to innovate, plus many innovations impact on a local level and, while often very significant, often don't attract a broader level of attention.

    In my view state government in Australia is in a 'sweet spot' for many innovative Government 2.0 activities - large enough to be resourced and focused on direct citizen engagement to a greater extent than Federal - though, as always, time will tell.

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    Sunday, May 01, 2011

    Australian internet users more social, connected and politically aware than non-users

    As reported by ARN in the article It's official - the Internet is good for you: ANU poll, the eighth ANUpoll, The Internet and Civil Society (PDF), shows increased use of the Net is leading to a more politically engaged and socially inclusive Australian society.

    The report asked whether virtual contacts (made over the internet) are less important than personal ones in building a strong society, and whether a reliance on virtual over personal contact had implications for the quality of citizenship.

    In his foreword to the report, ANU vice-chancellor, Professor Ian Young, stated that,
    “The results from ANUpoll are largely positive, and counter the pessimistic view that the Internet is undermining effective social relations and good citizenship.

    Frequent Internet users are not more socially disengaged than their counterparts who rely on personal interaction. They are at least as good citizens, and report similar or higher levels of social capital."

    Some of the key findings from the report included:

    Household Internet use
    • A total of 82 per cent of respondents reported having broadband access with only two per cent saying that they have dial-up access (2 per cent did not know and 12 per cent did not have internet access at home)
    • Around two-thirds of respondents said they use the Internet at least once a day.
    • Nearly two-thirds of Australians reported knowing how to use the Internet to download audio,
      video and image files.
    • 21 per cent of respondents indicated they had used the Internet to design a webpage or a blog.
    Internet use and social capital
    • 35 per cent of respondents said that the Internet helped them interact with people of a different race from their own.
    • Just over half (54 per cent) of respondents said that the Internet helped them interact with people from other countries.
    • A relatively small percentage of respondents (15 per cent) felt the Internet helped them interact with people who share the same political views.
    • 59 per cent of respondents felt the Internet helped them interact with people who they shared hobbies with.
    Internet use and good citizenship
    • The report concluded that frequent Internet use does not necessarily lead to a more atomised and individualistic society.
    • 70 per cent of frequent Internet users felt that to be a good citizen it was very important to support people who are worse off than themselves.
    • 86 per cent of frequent Internet users felt that to be a good citizen it was very important to report a crime if they witnessed one.
    • Only 15 per cent of frequent Internet users felt that to be a good citizen it was extremely important to be active in politics, compared to 25 per cent of infrequent users and 21 per cent of rare users.

      However:
    • Frequent Internet users were less willing than infrequent Internet users to accept that traditional norms of citizenship such as obeying laws and regulations, serving on a jury if called and being active in voluntary organisations are very important in order to be a good citizen.

      For example, only 38 per cent of frequent Internet users believe that to be a good citizen it was important to always obey laws and regulations, compared with 51 per cent of infrequent Internet users.
    Internet use and political involvement
    • Those who use the Internet more frequently are more likely to be involved in offline political activity such as contacting a local politician, signing a petition or buying products for a political reason. The findings showed that Internet use was linked with promoting offline and online political engagement.

      On that basis the report drew the general conclusion that online political activity complements, rather than replaces, traditional forms of political activity.
    • Around one in four (27 per cent) respondents said they had visited the websites of political organisations or candidates and one in five said that they had forwarded electronic messages with political content (28 per cent of frequent Internet users).
    • Those who use the Internet frequently are significantly more likely than those who use the Internet sparingly to be involved in political activity through virtual interactions.

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