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.

Read full post...

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.

Read full post...

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?

Read full post...

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.

Read full post...

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.

Read full post...

Wednesday, April 27, 2011

Battle of the sockpuppets (part of the discussion at Media140 Brisbane)


I'm at Media140 in Brisbane today on the panel Web 2.0 or Web too far? where six of us will be discussing how the internet can be used to "distort, misinform and distribute propaganda" and how we should use the web to democratise scientific knowledge.

This is a key topic for governments as well. The internet is a fantastic mechanism for democratising communication, giving every citizen a voice. However it can also be used to create a choir of false voices to amplify a given point of view or drown out legitimate perspectives.


These voices are often referred to as sockpuppets, a term Wikipedia defines as "an online identity used for purposes of deception within an online community."

The first sockpuppets were used by individuals to pose as third parties in support of their views during a debate on an online forum or chat channel. This use, while annoying, was often detectable by other participants or administrators and often resulted in the perpetrator being named and shamed, suspended or even expelled.

With the growth of the internet as a mainstream media and with the rise of social media, sockpuppets  became important tools for people pushing particular views. By creating multiple personas, individuals were able to have a disproportionate influence over discussions on matters important to them, and sometimes matters of interest to the public.

As it has become easier to register domain names and build websites, generate hundreds - or thousands - of email addresses and program personas to provide differently worded statements supporting the same cause, sockpuppetry has grown from being the act of passionate or misguided individuals into a strategy used by groups seeking to amplify their voice beyond their active membership.

In the last few years sockpuppets has expanded into use by commercial and political interest groups. Sockpuppetry has become big business, with groups creating fake personas to emphasise points of view and influence government decisions and outcomes.

In some cases this approach has been embraced by governments, for example The Guardian recently revealed that the US military has tendered for the creation of sockpuppets to be used to spread particular messages online. Reported in the article, Revealed: US spy operation that manipulates social media, the article states that,
A Californian corporation has been awarded a contract with United States Central Command (Centcom), which oversees US armed operations in the Middle East and Central Asia, to develop what is described as an "online persona management service" that will allow one US serviceman or woman to control up to 10 separate identities based all over the world.
...
The Centcom contract stipulates that each fake online persona must have a convincing background, history and supporting details, and that up to 50 US-based controllers should be able to operate false identities from their workstations "without fear of being discovered by sophisticated adversaries".
These sockpuppets - or perhaps 'socksoldiers' - have been designed to go into battle against extremist and radical forces who, presumably, are using similar techniques to incite negative views and violence against the USA.

This specific approach is designed to target websites outside the US and the company involved has stated that the sockpuppets are not being designed to infiltrate Facebook, Twitter or US forums and blogs.

However there have been past claims and concerns that the US government has targeted citizens, such as in the below video regarding the possible use of sockpuppetry to deflect complaints about the Army Corp of Engineers after Hurricane Katrina.



Sockpuppetry may be illegal in certain countries, if you are impersonating a real (and usually living) person. However there may be loopholes regarding totally fake personas, 'anonymous' posts or people use pseudonyms, which could also be for legitimate purposes. I'm not a lawyer and can't comment on Australian law in this regard.

However, regardless of the legal position, it can be hard to detect well-executed sockpuppetry particularly where experienced operators are involved. It can also be difficult to prove offences and prosecute perpetrators, who may be based anywhere in the world.

While it may be very hard to detect the scope of sockpuppetry, its impact can be profound.

Imagine running an online government consultation on an issue where there's commercial interests and millions of dollars at stake. A business, or a lobby group representing them, could invest in the creation of a few hundred sockpuppets to emphasise a particular perspective or provide weak or offensive opposing arguments (known as a 'strawman sockpuppet' - used to discredit or weaken an opponent's argument by presenting an extreme or distorted view).

How about during the public (online) discussion of a policy initiative - such as a mining tax, carbon price, same-sex marriage, plain-packaging of tobacco products or limits on pokie machines. Lobby and pressure groups, political parties and corporations could all create hundreds, thousands or tens of thousands of sockpuppets to represent their views. Or maybe they already are using these, and similar, tactics to create the perception of having public support.

These sockpuppets could even become well-defined personalities, expressing a particular set of views across a set of topics, interacting with both real people and other sockpuppets to coordinate and amplify particular views through Twitter, Facebook, blogs, forums and newspaper comment columns.

Due to the sophistication of modern sockpuppetry techniques, some simple sockpuppets - partial personas - could be partially or completely computer-generated and operated, providing short sloganistic comments on a defined range of topics, or amplifying the statements of more fully-formed human operated sockpuppets.

We could see a virtual arms war erupt between groups to design and construct the most influential and cost-effective sockpuppets. At the same time social media, forum and blog sites will be working to design the most effective sockpuppet countermeasures - software that can identify sockpuppets and block them (probably blocking some legitimate human voices in the process).

So to preserve the integrity of online consultations and engagements, what do governments need to do?

Firstly there's the need to educate public servants and politicians about the risk of sock puppets and how they may be used in attempts to derail legitimate policy and program discussions and consultations. People need to be educated on how to recognize basic sockpuppets and on how to implement preventative policies and barriers to screen out fake voices and personas.

Secondly government needs to consider its own countermeasures. Automated tools that can detect potential sockpuppets from their behavioral patterns, use of stock phrases and by who they follow, support and revile. These can provide flags for human moderation, after publication, of positively identified sockpuppets.

Finally, government needs to consider approaches to verify individual identities online (in its own consultation and engagement sites) which still permit anonymity and the use of pseudonyms, however present high barriers for sockpuppets to surmount. This can be done through human detection techniques, IP matching and semantic analysis, as well as by providing a facility for authenticated identities online while still protecting the privacy of participants.

For governments, still coping with moderation issues and the concept of consulting online, there needs to be significant thought and reflection put into the risk of sockpuppets - not to mention significant thinking on whether it is ever appropriate for government agencies to use their own.

Here's the panel presentation:

media140 Brisbane 2011 // Panel - Web 2.0 or Web too far? from media140 on Vimeo.

Read full post...

Tuesday, April 19, 2011

2011 Intranet Innovation Awards are now open for entries

The fifth annual global Intranet Innovation Awards have just opened and you have until Tuesday 31 May to submit your entry.

What I particularly like about these awards is that the judges aren't simply looking for the best Intranet, you can simply submit the best functionality or feature in your Intranet. This means that if you have a 'average' internet, but have one brilliant and innovative feature you can enter just that feature and have a chance at winning.

The four categories for the Awards include,

  • Core intranet functionality
  • Communication, collaboration and culture
  • Frontline delivery, and
  • Business solutions
Full details of the categories, with examples, and the scoring criteria is available on the entry page.

Read full post...

Monday, April 18, 2011

Advertising agencies, digital agencies, web developers & printers - you need to understand government's online requirements

It has been an interesting experience working with advertising and digital agencies, web developers and printers while in government - particularly having been on the other side myself for more than ten years.

While some are very good, others definitely 'need development' - particularly in the web delivery space.

Government has a number of requirements for websites and other online properties, however it sometimes appears that these are not always well understood by service providers - or maybe it is simply that some may occasionally seek to 'cut corners' on quality to increase profit margins.
 Service providers are expect to know the mandatory government web requirements when responding to government tenders. As AGIMO states in the WebGuide:
Service providers should be familiar with the Mandatory Requirements and the other guidance provided by the Web Guide when responding to Australian Government tender processes for relevant services.
Below is a list of things that service providers really, really need to know when building Australian Government websites:
  • Complying with WCAG's accessibility minimums is a mandatory requirement for government
    I've been told by supposedly experienced (private sector) web developers that the Disability Discrimination Act 1992 doesn't apply to government, and that it is optional for governments to meet WCAG requirements as it is a 'non binding international agreement'.
    I've also been told by web developers that they won't implement some accessibility features because they 'believe the site is accessible enough already' - despite not meeting WCAG standards.
  • A scanned document turned into a PDF isn't accessible under WCAG 2.0
    Telling me that a scanned document - essentially an image - is accessible to screenreaders if it is converted to PDF doesn't communicate that you're a 'web professional with more than 10 years experience'.
    A Microsoft Word document or InDesign file converted to a PDF also won't meet the Australian Government's minimum standards.
    When you provide PDFs to government, if you are not also providing the content in an alternative accessible format, you will often not meet your contractual requirements.
  • You must include a privacy statement, disclaimer and appropriate copyright notices on government websites
    Telling government staff that a 'Website privacy policy is only necessary if you're collecting email addresses or other information online' is incorrect and creates significant risk for your client.

  • Government Departments can use social media channels
    There is no stricture forbidding Government agencies from using social media channels for communication or engagement activities. In fact many already do - and often in more advanced ways than the private sector.
    There's also no 'conclusive study showing that Australians don't want to associate with agencies or government campaigns via social media channels'.
    There's also limited need for government to engage 'social media experts' who don't understand how to use social media services - such as having a Twitter account that doesn't use hashtags or retweet others or writing a Facebook strategy that just lists the standard Tabs and doesn't provide evidence of expertise in using 3rd party applications or iframes to customise a Page.

    Having an account illustrates you're aware of a channel, using the account well demonstrates your expertise.
  • Building a fake persona on a social media channel then revealing it as fake and a government promotion can be considered false and misleading practice
    Suggesting to a government agency that they should create fake personas and interact as though they were real, build a following or trusting friends and then unveiling the activity as a campaign at the end isn't good advice to provide any organisation.
    Sure there's LonelyGirl and the Jacket Girl, and several other instances of actors used to create fake personas - but never by government agencies. Providing the truth is important in government campaigns and being authentic is important to build trust and respect online. Creating fake personas usually isn't conducive to these and can also break the acceptable usage terms of services such as Facebook (which you should read).
Finally here's some tips - collected from discussions with my peers across a range of government agencies and jurisdictions:
  • We don't need you to build us a CMS and we don't want to finance the creation of your own 'you-beaut' in-house CMS and then pay you every time we need it upgraded. Consider building expertise in an off-the-shelf product - particularly an open source platform with global support.
  • Frontpage doesn't qualifies as a modern web development tool used by experienced professionals. It also leaves code in your pages if you don't edit it out (caught!)
  • We do often notice when you copy code and leave the original author's name and credentials in the (web page) source without appropriately compensating or crediting them.
  • Everyone knows that designers love arty fonts, but if the government agency doesn't own the rights to them they can't use them. 
  • Making all the text links in a website into images isn't a good idea - it makes them inaccessible!
  • Audience usability testing should almost always be a required step in web design. Even if your random sample of three staff really liked the design and could use the functionality, what does the website's audience think?
  • Background music is never acceptable in a website. Self-playing video is only acceptable where there's accessible alternatives and the video can be controlled by the user.
  • Government agencies don't want to pay for your custom reporting system that only you can access so you can give us interpreted results for web traffic. Use a standard web-based platform and give the agency access to the reports.
  • Don't tell agencies it will cost $5,000 per month to host a small government website via your ISP. Particularly when their website lists their prices (up to $30 per month) - oops!
  • When a government agency asks for an email newsletter system with double opt-in subscription, bounce detection, automated unsubscribe, open and click-through reporting, simply using a web-form to collect email addresses and sending emails via Outlook is not a quality outcome.
  • When asked to design a website for an agency to implement in-house, don't provide code or custom functionality that can't be used or build on the agency's platform.
  • It doesn't cost $10,000 to add a share button / reporting system / embed a YouTube video into the website - particularly when the agency is providing all the code for you.
  • You're not a 'Government 2.0 pioneer' if you've never heard of the Gov 2.0 Taskforce, the eGovernment Resource Centre or this blog. Knowing Obama used social media in his first Presidential campaign no longer earns brownie points.
  • Even if this is 'the first time' a government agency has asked you to make a website or PDF accessible to WCAG 2.0 standards, that doesn't mean that your previous standard will meet current government needs.
  • Just because your contact in government hasn't had previous experience developing websites doesn't mean they aren't supported by people who have a lot of experience.
Any other gems out there that people are prepared to share?

Read full post...

Wednesday, April 13, 2011

Round up from the Canberra Gov 2.0 lunch

Several people have blogged about today's Government 2.0 lunch, and I've linked to their posts below.

I also took some notes on Alison's talk, as follows:

Community Management
Tools/tech are not community. Community is about the people and their relationships and may, or may not, be formed using all different kinds of tools.

Three roles of community managers
  • Leader - guide, initiator
  • Participant - listener, curator
  • Advocate

Risks of communities
  • Legal - terms of use, copyright, etc
  • Departmental - reputation, internal rules
  • User risks - behavioural, personal attacks, bullying, suicide, self-harm

Risk mitigation
  • Timescale for non-permissible content being live (if post-moderation)
  • Community guidelines - separate to terms of use (impersonation, sock puppets - multiple accounts, etc)
  • Content assessment chart (what is permissible, not permissible)
  • Escalation policy
  • Internal community guidelines

Other notes
  • Community management is not a 9-5th role (what are you going to do with the other 140hrs per week, public holidays, staff holidays, etc)
  • Pre-moderation not recommended as it stifles discussion, but it may sometimes be useful in sensitive discussions.
  • Never delete content - just hide from public view (keep reasons, why removed, who did it)
  • Facebook can be a pain due to its lack of capability to hide comments rather than delete them
  • Don't pre-guess your community by deciding on the topics that should be discussed - such as in a forum. This can fragment the community into groups too small to be sustainable. Instead first build the community, then open up specific topics based on need.
  • Ensure you set context for the community, otherwise you might find the community takes its own direction without your influence.

    Project CODE
    Also at the lunch, Professor Rachel Gibson of the University of Manchester presented an overview of Project CODE (Comparing Online Democracy and Elections), a UK-funded project looking at the impact of social media use by politicians and citizens on the outcomes of elections, focusing on the US, UK, France and Australia.


    Other blog posts about the lunch

    Read full post...

    Tuesday, April 12, 2011

    The journey to social public service

    We often talk about the professional values of the public service - honesty, integrity, respect, courtesy, care and responsibility.

    These professional values comprise a major part of the Australian Public Service's (APS) Code of Conduct, and similarly are prominent in many public service codes and charters in Australia and around the world.

    They aim to define and shape the professional behaviour of public servants in the interest of better governance.

    However in many of these codes and charters, again including the APS Code, there's one extremely critical behaviour that isn't named. Communication.

    Perhaps this is because communication is assumed to be at the core of other professional values, perhaps it is believed that communication is implicit in any act of public service.

    Whatever the case however, communication - social interaction between individuals and groups - is necessary in virtually all public service activities. Improve communication and other improvements follow - understanding, information exchange, engagement, efficiency, physical outcomes.

    If we consider improving communication as one of the key ways to improve the effectiveness of any public service, then it is worth considering the impact of poor communication.

    What does this look like? Individuals that choose to not share their experience and learnings. Siloed teams that hoard information to preserve their jobs. Hierarchical structures with communication bottlenecks. Agencies that take the view that they own data collected with public fund and that cannot be shared with other government agencies, let alone the public.

    In all of these cases the solution isn't always to hold an enquiry, change processes, break structures apart (or put them together) or even change leaders.
    However the solution must also involve increasing communication - sharing data, information, experience and best practice so that individuals and teams alike can grow, adapt and improve their effectiveness.

    In the corporate sector this is often termed a 'social business', one that recognises that its survival and success is based on making every staff member as effective as they can be, tearing down any barriers that reduce their individual or collective prowess.

    In the public sector I call this a 'social public service', one where there are open lines of communication across professions, programs and policy areas. Where both individual and team learnings are shared - not just within a team, but across the entire public service. Where individuals are valued not by the knowledge they horde, but the knowledge they share and their personal contribution to the net wisdom of their team, branch, agency, entire service and across multiple services at various levels of government and in different jurisdictions.

    I've glimpsed aspects of the social public service across the Government 2.0 community, where many people are willing to share their experiences with others in other agencies and at different levels of government. I have also glimpsed it in certain professional groups in government, where Fraud officers and Freedom of Information units share experiences across agencies in order to build their own capabilities, at conferences and at events.

    However once people return to their own agencies the budding social public service seems to fade almost into non-existence. Occasionally it is useful to know who to call in another agency for information or support, however the widespread and collaborative creation of knowledge and best practice still remains in its infancy.

    Over the next ten years, as the Government's Gov 2.0, APS reform and innovation agendas unfold, and as we see a new generation of public servants, digital natives used to social media interactions, take on increasing responsibility, I believe we'll also see an increasing trend towards a social public service.

    In fact I believe there's few ways that any of the 'old guard', who built their careers on silos and hoarded knowledge, can slow or stop this trend. As society and policy grows in complexity, individuals will increasingly specialise in smaller areas and, rather than forming new and smaller silos, will need to interact with each other to form a holistic policy and societal view.

    This mirrors the progression of the sciences, which started as an undifferentiated topic - 'scientists' who studied the entire world around them - and fragmented into specialised disciplines. These disciplines, similar to the public servants of today, formed silos defined by their area of speciality and then, over the last twenty years, have begun re-converging, with many major discoveries coming from the combination of specialists from different fields.

    Equally we're seeing more and more public policy issues that cross 'traditional' portfolios. There's more and more collaboration between government levels and increasing requirements for people to cross-skill.

    This progression will drive the impetus towards a social public service, supported and facilitated by an array of communications tools, amongst them - and possibly the most important - social media, used to collaborate, communicate and empower.

    So what will this future social public service look like?

    Possibly flatter and more fluid, with cross-functional groups formed as needed to develop a given policy, manage a project or program or deliver an outcome, less loyal to departments, divisions and branches and more loyal to the public service as a whole, more adaptable to change, less separated by portfolio or layer, more focused on customer service and definitely more communicative and social.

    Read full post...

    Friday, April 08, 2011

    Should the government be leading on computing energy-efficiency?

    As government increasingly digitalises, one of the hidden costs is the increase in electricity use by government computers and servers.

    More computers equals more power use, more cost and, ultimately, more strain on electrical generation across Australia.

    So a practical way for the government to prompt energy-efficiency, not only for the government itself but across the country, may be to mandate the electrical use of the computing devices and data centres it is willing to buy.

    We've been seeing some companies with a large data footprint looking to reduce their power use per device for a number of years now.

    Google has led a massive program to reduce power use across the hundreds of thousands of servers it needs to deliver the most popular website in the world. While search is the company's main business, their main cost is power, so it makes good economic sense, as well as good environmental sense, to minimise the power they need. Google unveiled their work several years ago and releases data quarterly on their data centre performance through its Google Data Centers website.

    Facebook, which has begun competing with Google for the top global site position, has now come out and made its data centre design open source, freely available for other organisations to use. As discussed in this article from ZDNet, Facebook open sources its server, data center designs: Hardware fallout to follow, the strategy is designed to reduce costs for Facebook, as well as prompt large hardware manufacturers to focus on improving the energy efficiency of their servers.

    More information is available at Facebook's new Building Efficient Data Centers with the Open Compute Project page and at OpenCompute. We're not talking small savings here - Facebook reports a 38% reduction in energy use coupled with a 24% reduction in costs in one data centre.

    Imagine if government took a leading position on energy-efficiency for computers and data centres. With over 162,000 staff in the Commonwealth public service and around 5,000 websites, there's massive scope to encourage positive structural change in the computing field.

    Like Google and Facebook, government's job is not to design the most cost and energy efficient data centres.

    However there's potentially massive cost savings and economy-wide efficiencies if we introduce policies which encourage data centres to continually reduce their energy costs.

    Read full post...

    Thursday, April 07, 2011

    How much would you pay for government transparency?

    After a fanfare opening around two years ago, the US government's proposed budget cuts may force data.gov and seven other Gov 2.0 and data sharing websites to close down or dramatically curtail their activities.

    When first launched data.gov was the first national website for providing centralised access to government data in reusable formats.

    The website was lauded globally for its role in supporting the US government to become more transparent, and allow citizens to analyse and repurpose public data.

    However in March the first rumblings appeared. Apparently the site's visitor levels had plateaued, and Congressional budget cuts threatened the ongoing survival of the website as well as a range of others including USASpending.gov, Apps.gov/now, IT Dashboard and paymentaccuracy.gov (as well as a number of internal government sites including Performance.gov and FedSpace) dedicated to making government policies, processes and information more accessible to citizens.

    When I first read about the closures in ReadWriteWeb's article, Data.gov & 7 Other Sites to Shut Down After Budgets Cut on 31 March, my first thought was that this was a clever April Fools prank designed to wind up open government advocates.

    This was followed by the GovFresh post on 1 April, Congress weighs deep cuts to funding for federal open government data platforms and assorted coverage across a range of government IT and news websites.

    However over the last week it has become clear that this is a legitimate issue, due to budget cuts the US Congress is proposing.

    In response the Sunlight Foundation has launched a campaign to Save the data and a range of influential open government advocates have weighed in, such as Tom Steinberg, the founder of the MySociety charity in the UK who is now working in the UK Cabinet Office to support the UK Government's open data initiatives.

    Apparently the collective cost of all the websites is around US$32 million (just over a dollar a year per US citizen) - representing 0.09% of the US budget and only 7.7% of the US government's Freedom of Information Act costs. Some commentators have pointed out that other methods of releasing government data are far more expensive and less inclusive or effective.

    With parts of the Government 2.0 program (particularly the IT Dashboard and TechStat process) credited with saving the US Government billions in IT costs, the cuts of US transparency initiatives may cost the US enormously.

    The proposed cuts raise several very important questions.

    How much are nations - and citizens - prepared to pay for government transparency?
    And how much transparency are we prepared to trade off for short-term tax saving?

    How should the value of transparency be measured?
    By the number of people accessing government data, or by the flow-through impact on harder to measure government cost savings and economic benefits?

    How can transparency become embedded in government for the long-term?
    Particularly when it may be elements of the political or administrative system who wish to constrain transparency for various legitimate, or otherwise, reasons.


    It will be a fascinating, and perhaps deeply troubling, process to see how the US answers these questions - and how Australia answers them as well.

    Read full post...

    Tuesday, April 05, 2011

    Ignorance (of social media) is risk

    I still encounter a large number of public servants - from a variety of agencies and at a range of government levels (local to federal) - whose experience of social media is limited to Facebook and Twitter - or less.

    Most appear to be unaware of the steps the Government has taken to integrate social media into business practices - mentioning the Gov 2.0 Taskforce and Declaration of Open Government provoke blank looks. Few have heard of the many civic tools and government initiatives that have taken place online - and even fewer appear to actually participate.

    Some of these people are senior decision makers. Others provide advice and operational leadership in support of senior decision makers.

    I find this a very disturbing situation for the public service and government in Australia. To me the largest and most damaging risk facing any activity is ignorance. When you don't know what you don't know there is rich ground for poor decisions, human error and missteps.

    The situation provides opportunity for 'snake oil' salespeople - sometimes masquerading as well-paid consultants - to provide dangerous advice and poorly considered ideas about the use of social media which cannot be accurately assessed and considered where staff experience is lacking. These ideas have the potential to seriously damage reputations in the public service, agencies and governments.

    Social media has been immensely popular in the community for at least five years and some government departments have supported internal collaboration through forums for at least twenty years.

    Surely there has been enough time to expect more active learning by people who seek operational and strategic leadership roles.

    There are a plethora of seminars on social media, volumes of information online and excellent case studies of Australian and international best practice.

    Understanding where social media fits into the media mix for communication, engagement, collaboration and productivity improvements needs to stop being the preserve of a relatively few specialists and become a core capability, skill and toolset for many public servants.

    Perhaps that is what is needed - to make an understanding of the strategic use of social media communications and engagement channels a core part of public service capabilities.

    It certainly touches on a range of capabilities we already expect public servants in the Australian Public Service to master in the Integrated Leadership System. For example, at the EL2 level, looking at only the 'Shapes strategic thinking' capability, there are a multitude of ways in which social media enables and extends the ability of a public servant to perform their duties:
    • Encourages others to provide input and comment on the strategic direction of the business unit.
      (social media channels may be an effective means for supporting provision of this input)
    • Communicates with others regarding the purpose of their work and the relationship between work unit objectives and organisational goals.
      (social media channels may be an effective method of supporting this communication)
    • Considers a wide range of issues and their implications for the business unit.
      (to consider any issues presented by social media you must have a good understand of social media channels)
    • Identifies critical information gaps and asks a range of questions to uncover valuable information.
      (as a major channel for engagement and communication, public servants without a working understanding of social media have critical information gaps)
    • Sources information on best practice approaches adopted in both the public and private sectors.
      (there are many examples available of best practice social media use to address a wide range of business needs in both public and private industry)
    • Scans the internal and external environment for new trends and recent developments that are likely to affect own business area.
      (how can you effectively scan the environment today without monitoring social media channels and online peer groups)
    • Gathers and investigates information and alternate viewpoints from a variety of sources through formal and informal means; explores new ideas with an open mind.
      (social media leverages the capability to gather and investigate information and viewpoints - both formally and informally. The use of social media in any initiative must be considered with an open mind, based on best practice examples, rather than media spin)
    • Draws accurate conclusions and presents logical arguments that address key issues.
      (drawing accurate conclusions and presenting logical arguments involves understanding the underlying material. Public servants need a working understanding of social media in order to do this for initiatives which could be supported by its use)
    • Explores various possibilities and generates innovative alternatives.
      (social media is a key tool for exploration and the discovery and support of innovative alternatives)
    Whatever system is used in your public service, there will be key ways in which social media knowledge and capability will empower and support staff to perform their roles effectively.



    Read full post...

    Friday, April 01, 2011

    'Keeping the bastards honest' - government's new role in combatting mainstream media mistakes

    Traditionally one of the roles of the 'free press' is to keep governments honest, to shine a light on inappropriate conduct, poor decisions and uncover corruption, falsehoods and backroom deals.

    With the advent of social media I've been watching this role slowly twist into new forms and relationships.

    One of the more interesting developments has been the take-up of social media by government to correct media mistakes.

    Last century, when the 'big three' traditional media were the primary conduit of information to the public, often it was hard for government to challenge incorrect statements in the press. Politicians and agencies had to rely on 'friendly' media to carry the facts, and sometimes their voices were drowned out by commentators repeating a mistaken line.

    With the growth of social media channels into highly effective news collection and distribution platforms, there is now a more even playing field.

    Traditional media outlets can trumpet their view of the news and facts, just as they have for the last century or so. However government is also able to build and mobilise its own media distribution networks - at low cost and with massive reach.

    This has led to a sea-change in the relationship between media and government which is still being worked through by all of the players involved.

    Possibly the first strategic use of social media channels to correct media reports was by the US White House's Press Office several years ago. The Press Office naturally began to follow journalists via Twitter, 'listening' to their public messages as they discussed breaking stories, formulating their angles and swapping information.

    However the Press Office did more than listen, President Obama's Press Secretary also engaged directly with journalists, correcting mistakes they tweeted and offering new information where warranted and appropriate.

    Suddenly the US government was able to respond to news reports before they were reported, influencing and shaping stories through injecting facts and correcting misinterpretations.

    Why did they do this? Correcting a journalist's facts before they publish is much more efficient then attempting to correct the facts in the public's eye after a journalist has published. You only need to influence a few people, rather than influence an entire nation.

    Note that this approach wasn't effective for closing down legitimate stories (or even illegitimate ones), and the White House's Press Office did not use it in this way. The approach did, however, reduce the number of errors in stories, allowed better media preparation ahead of time (therefore allowing the government to research and provide more complete answers) and it saved public time and money - more efficient for citizens.


    However this process only really targeted journalists. After a little longer, government organisations, again led by the US Press Office, began to also use social media to directly address misinformation and myths put about by media outlets.

    In Australia this was seen most prominently recently in the Queensland floods, where the Queensland Police Service released a series of 'mythbuster' tweets and Facebook posts to counter misinformation being published in traditional media.

    For example:











    The same approach is now being undertaken by Sandi Logan, who tweets for the Department of Immigration and Citizenship.

    The same approach is being used widely overseas during crisis or when particular topics are being discussed - or ignored - by the media.


    I see this as a lasting change in the balance of power between media and government.

    Media still has an important and significant role to report, analyse and dissect the events and issues of the day. It is still critical for investigating matters which organisations or individuals are sometimes reluctant to bring into the public eye.

    However government now has a new and even more important role, keeping the media honest - ensuring that citizens are able to access factually accurate information that, sometimes, the media overlooks, gets wrong or even suppresses in order to create a sensational, controversial and, most importantly, commercial story.

    Agencies resisting the use of social media channels may be doing themselves, the public and their Ministers, a disservice. By waiting passively for media to contact them, or reacting to media reports rather than proactively listening to journalists and communicating the facts, they may be allowing the level of misinformation in the community to spread unnecessarily.

    This makes it harder and more expensive to correct mistaken impressions - particularly in emergencies - and increases the reputational risk for agencies and their Ministers.


    Openness and transparency in government fostering accuracy in the media. Who would have thought?

    Read full post...

    Thursday, March 31, 2011

    Gov 2.0 Canberra lunch with Alison Michalk on Community management - 13 April 2011

    At the next Gov 2.0 Canberra lunch we're taking a look at a topic rapidly growing in importance for government agencies - managing and moderating online communities.

    Quiip Director and Community Manager, Alison Michalk, will provide her insights into online community management, user-generated-content moderation and risk mitigation within the Web 2.0 space.

    The presentation will draw on Alison’s experience with a range of private & public sector clients; demonstrating the various roles within community management along with strategies to enhance peer-to-peer dialogue and foster campaign support.

    Alison Michalk is a respected practitioner in the online community management field. Based in Sydney, Alison has been working with online communities for over eight years. Her specific areas of interest include community governance and engagement, user behaviour and user-generated content moderation. Her experience building and managing online communities extends from start-ups through to large corporations, where she has managed a team of 30 moderators on Australia’s largest parenting website, Essential Baby (Fairfax Digital).

    Alison has been featured in the ReadWriteWeb Guide to Community Management and Communities of Purpose white paper, and is a respected blogger on community management issues. Alison Michalk and Vanessa Paech (Lonely Planet/BBC Community Strategist) co-convene the Australian Community Management Roundtables, founded in 2008.

    In mid-2010 Alison launched Quiip, an Australian-based community management and moderation business where she works with private and public sector clients including the Department of FaHCSIA’s youth initiative ‘The Line’.

    When is the Gov 2.0 Canberra lunch?
    13 April from 11.45 to 2pm.

    Where is it being held?
    The Gov 2.0 Canberra lunch in April is back at the Members' and Guests Dining room at (new) Parliament House hosted by Minister Gary Gray, Australia's Special Minister of State. Please note the special instructions in the event page.

    How to register: Go to the Eventbrite page and request a ticket.

    Read full post...

    Monday, March 28, 2011

    A cartoon history of social media (via PeopleBrowsr)

    Many people I encounter consider social media as Twitter & Facebook - which is pretty much all that gets reported on via traditional media.

    However the scope and history of social media is much richer and deeper than this.

    PeopleBrowsr recently commissioned a cartoon history of social media, which starts with the first robot messageboard - in 1930.

    Even this cartoon merely skims the surface and doesn't go further back to pre-digital social media channels that existed before the 'big three' traditional medias grew up during the 20th century (newspapers, radio and television).

    However it does go deeper than the Twitter/Facebook view of the social media universe.

    For a commentary on the cartoons, visit the PeopleBrowsr blog

    Read full post...

    Friday, March 25, 2011

    Is it practical for government agencies to block web-based mail?

    The Australian National Audit Office has just released a report 'The Protection and Security of Electronic Information Held by Australian Government Agencies' based on a review of the approaches to information security by four agencies, the Office of Financial Management, ComSuper, Medicare Australia, and the Department of the Prime Minister and Cabinet.

    Amongst other recommendations was one which has been much discussed on Twitter this morning, "emails using public Web-based email services should be blocked on agency ICT systems, as these can provide an easily accessible point of entry for an external attack and subject the agency to the potential for intended or unintended information disclosure."

    This reflects the recommendation in the Defense Signal Directorate's Information Security Manual, the 'bible' for Australian Government agencies when it comes to ICT security, which states on page 100 that:
    Agencies should not allow personnel to send and receive emails using public web-based email services.

    The concerns are very clear and relevant - web-based email systems can easily be used, inadvertently or deliberately, to distribute large quantities of citizen's personal information, or an agency's In Confidence or other classified information rapidly and to large numbers of people, making it impossible to contain the spread of the information.

    Web-based email is also a potential source of attacks against an agency, through viruses, worms and trojans in email attachments (which may not be able to be scanned at the same level as Departmental email can be) and through web-links in emails to compromised websites.

    I don't dispute these real concerns. They are concerns for corporations as well.

    However, I do ask - what is 'web-based email'?

    Most people are aware of the classic web-based email services, Windows Live Hotmail, Yahoo mail and Gmail amongst many, many, many similar services (here's a list of 18 web-based email services - and that's just a start!)

    These services follow a standard email model - an inbox, outbox, capability to send and receive email, with attachments and some ability to organise and file emails into folders. Most have automated spam-checkers too, some exceptionally good.

    However while they LOOK like email software, they aren't really email software. They are simply web pages providing access to text, links, file upload/download and some buttons.

    Any webpage can be designed the same way. In fact it would be hard to find any webpage without at least two of the same features.

    In other words, while they look like email and act like email, they're really no different from going to any website which allows people to click on a link or download a file.

    Regarding the risk of downloading or clicking on a link with a malicious payload (virus, trojan, etc), web-based email web pages provide no additional risk to standard web pages except, perhaps, that they have content targeted to an individual with a government email address.

    There may actually be less risk in using popular and widespread web-based email services as they do employ sophisticated scanning techniques to limit spam and malicious payloads. It is in their interest to not allow their users to become infected with viruses as their business would suffer as a result.

    In fact, in some cases the large web-based email providers may offer more security in preventing spam and viruses than a corporation or government agency can offer to its staff using official email accounts. The large web-based email providers have hundreds of millions of users and their business is providing web-based email, meaning they hire the best talent, employ leading edge solutions and invest far more into their email security than most corporations or government agencies can afford.


    I've only talked about the identifiable web-based email systems so far, there's also several broader considerations.

    More and more online services are implementing systems like web-based email for sending and receiving messages within a web browser.

    This includes services like Facebook, LinkedIn, YouTube, Slideshare, Ning, Amazon, all forum systems and micro-blogging services like Twitter (allowing direct messages). Most ISPs offer web-based access to home email accounts. Even your bank probably does it.

    In all cases these services provide you with the ability to send and receive messages, including links and sometimes also attachments.

    They effectively act like web-based email services, without having the same name.

    To block web-based email systems can be tricky without blocking access to the provider's other services, such as Google's analytics and webmaster systems. However it is (mostly) possible.

    To block these other pseudo-web-based email services without blocking their service is most probably impossible in most cases. That would mean blocking staff from being able to monitor or interact (officially) over social media services, or even from accessing their bank accounts from work.


    Another consideration is the vast array of services that could not remotely be described as having web-based email qualities but still allow people to share information online.

    These services, like YouSendIt, DropBox, Scribd and a host of others (including web-based FTP services provided by ISPs and others) allow people to upload a file, or often many files, and share them widely. There are also services for making comments - every newspaper has one - and many services for anonymising where the data is coming from to prevent detection.


    Now all of this may still be manageable if it were only defined organisations who provided all these services. However the barrier to setting up a new service that looks and performs like web-based mail, or allow files to be transferred is almost invisible.

    Open source software exists to allow any person to create their own service in a matter of hours. Web-based systems allow you to create a web-based email facsimile in a matter of minutes. These services are widespread, easily discoverable and cheap.

    People can set one up from home, or any public access computer and then access it at work. That's if they are not amongst the nearly 40% of Australians with personal smartphones, or the millions of others with laptops, netbooks and tablets and 3G connections to the internet. Personal internet connections at the office, every day.

    I don't envy the job of ICT Security Advisors.


    If an agency wished to prevent staff from sending files and information online to unauthorised recipients, or prevent the possibility of staff clicking on links or downloading files from the web that may carry viruses, there are only three solutions.
    • Whitelist a bare minimum number of sites that staff can access,
    • turn off internet access completely, or
    • establish effective policy guidance and education for staff, have managers monitor use and ICT Security advisers provide support and training.
    While it may be easier for organisations to pick one of the first two options, they will experience staff backlashes, have difficulty recruiting younger people (now including people in their 40s) and be unable to effectively engage and respond to changing global and national events.

    These approaches won't necessarily limit the use of personal internet-connected devices at work, many more staff might bring them in to get around the security settings (so they can do their banking and respond to critical personal events). These approaches may even increase the incident of information leakage as disgruntled staff use the fax or photocopy and walk out the door.


    The third option, which requires extensive senior leadership and support, is more effective in the long-run, however a harder sell due to the time and ongoing education commitment. However it is, in my view, the only approach to managing the use of web-based email and all similar services - in effect the entire internet - which serves the long-term interests of governments, agencies and staff.

    Read full post...

    Tuesday, March 22, 2011

    Attorney-General's Department supports research into social media use during disasters

    As reported in Mumbrella, the Attorney-General's Department is supporting research by the University of Western Sydney into how the public seeks and shares information via social media during natural disasters.

    To complete the survey go here.

    Read full post...

    Monday, March 21, 2011

    Why don't advertising budgets match audience behaviour?

    For a very, very long time (more than ten years) I've been asking marketers and communicators in commercial and public sectors why they invest so heavily in producing and showing advertisements for channels which fewer and fewer people are watching and invest so little in the newer channels emerging.

    In most advertising budgets there's still a massive amount for free-to-air television, moderate for radio and newspapers, a comparative small amount for online, cable or mobile advertising and virtually nothing for social media engagement.

    Of course there's price differences - the cost of producing and screening a single television advertisement is far greater than that to produce and screen a web video for a month.

    There's also a difference in how advertisements are developed. Television and radio are one-way mediums, with the focus on gaining attention and communicating a simple message in 1 minute or less - whereas cable advertising can be more interactive and online even more so (except for display advertising online, which doesn't have a good record of success in Australia).

    The last few years of research on Australians have demonstrated that the internet is our number one medium, particularly for under 35s, however advertisers are still focusing their efforts on television - perhaps because that's what the older decision-makers watch.

    This discrepancy has been brought home to me again by the Mumbrella piece, Natalie Tran: Bigger than free TV, on Natalie Tran, a 24 year old student on YouTube who, in the second week of March, received 876,106 views.

    As Mumbrella pointed out,

    If she’d been on free TV, she’d have been the 42nd biggest show of that week, based on OzTam’s data.

    She had more viewers than Nine’s Customs (876,000), Sunday’s edition of ABC News (872,000), RPA (868,000), The Mentalist (863,000), RBT (856,000). And indeed Top Gear (818,000).

    A couple more interesting figures comparing Top Gear's channel on YouTube with Natalie's Community Channel:
    Top Gear’s YouTube channel uploads have delivered 193m views. Natalie Tran’s Community Channel channel 357m.

    To Gear’s direct channel views – 15m; Community Channel, 47m.

    Top Gear’s channel’s most viewed clip – 5.9m; Community Channel’s 34m. And no, I haven’t got the decimal point in the wrong place.
    Surely it is time to begin shifting the budget a little further, and trialing out more interactive initiatives than Simply. More. Display. Advertising.

    Read full post...

    Saturday, March 19, 2011

    BarCamp lineup (at 10am)

    Here's the current line-up for BarCamp Canberra presentations today.

    LT1 - Big Theatre
    9.30 How to deliver a kick ass presentation
    9.50 Make Hack Void Community Update
    10.10 Interact, robotics, wearable computing
    10.30 Minecraft
    10.50 Communication Science and Skepticism
    11.10 E-Dialogue
    11.30 Possible Skeptitechnical Improv
    11.50 Enabling Digital Society - the gov part
    12.10 Web apps enabling social inclusion
    13.30 Web typograph or Jeckyl
    13.50 Agile business management
    14.10 Tweeting for your country
    14.30 ABS, Open Standards, Metadata and how to win an iPad
    14.50 Open Transit in the ACT
    15.10 Zombie preparation for Disastro

    TR06 - Tute room
    9.30 Architecture for collaboration
    9.50 Designing big complex things
    10.10 Finding better ways to develop standards
    10.30 Startups
    10.50 Convergence TransMedia and the whole shebang
    11.10 what do you do with a hole in the ground?
    11.30 Video accessibility and HTML with JavaScript
    11.50
    12.10 Drupal - what would you like to know
    13.30 Legal liability of open wireless for users and providers
    13.50 SigInt
    14.10 Open data - discussion of data.gov.au
    14.30
    14.50 Mapping a datavis
    15.10 Gov 2.0 - where are we heading?

    Read full post...

    Bookmark and Share