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Earlier tonight I gave a presentation at Parliament House about the workings and uses for Twitter in government.
I've shared the presentation below.
Monday, September 19, 2011
Twitter tactics - demystifying Twitter | Tweet |
Friday, September 16, 2011
Emergency brings out ESA on Twitter in Canberra - too late? | Tweet |
This morning, like many Canberra residents, I awoke to the news of the Mitchell fire.
Like most in the digital age (who weren't close enough to hear explosions), I learnt about it by reading news online, and hopped straight on Twitter to find the latest updates.
I was very glad (and surprised) to find that the ACT Government's Emergency Services Department had a twitter account. They had been providing official advice for the last half an hour from @ACT_ESA. I've added it to my list of government twitter accounts (yes I was unaware of it before).
I was not happy to see that while they'd been on Twitter since May, they'd not told anyone about the account and had only tweeted twice previously, saying 'coming soon' on both occasions.
Their Twitter was not listed or referenced on their website or on any official ACT government emergency documentation. It was not listed on act.gov.au, canberraconnect.act.gov.au or referenced in any of the official emergency announcements from the ACT government as a source of current information.
The account only had 156 followers (around 7am this morning) as a result - actually surprisingly high considering!
Tweets were not being coordinated with the information on the ESA website to direct people to the latest (prose) news. It only takes 10 seconds to tweet: "New update on our website at www.esa.act.gov.au #canberra #emergency #act"
On the plus side they have taken a leaf out of the work done by QLD Police Media, by starting to tweet mythbusters and use hashtags, such as: Myth buster - there is no report that the fire close to gas tanks #Mitchell
They are also now responding directly to people spreading incorrect information.
UPDATE 7.34am: @ACT_ESA have increased their following from 156 to 583 followers in the last 30 minutes (while I wrote this post).
UPDATE 7:47am: @ACT_ESA now at 769 followers. Still not mentioned in any official websites.
UPDATE 8:04am: @ACT_ESA now at 859 followers.
UPDATE 8:28am: @ACT_ESA now at 966 followers.
UPDATE 8:57am: @ACT_ESA now at 1,049 followers.
UPDATE 9:44am: @ACT_ESA now at 1,135 followers.
UPDATE 8:32pm: @ACT_ESA now at 1,401 followers
This is serious business. If governments across Australia are serious about supporting citizens in crisis, they need to get serious about social media.
They needs to integrate social media into their emergency planning, build channels online and tell people where to find them when they are needed.
They need to coordinate these channels effectively, managing them as they manage other emergency channels (though maybe not like the SMS channel, where the ABC reported that spelling mistakes in the text message had made some people wrongly believe it was a hoax - UPDATE: Image of the message here and at right).
A public service that no-one knows about is worthless. An emergency service that is not in place and trialled before the emergency is not as useful as one that is pre-prepared.
Governments also need to learn how to use these channels effectively. In this case (EDIT: at 7:00am) the account has not yet used a hashtag (even the standard ones for the ACT, #Canberra and #ACT). It had tweeted 'at' others, but not retweeted others.
It is not as though Twitter is new - it has been around for five years. Isn't that ample time for a government agency to learn the basics of how to use a tool to the benefit of citizens?
More news on the fire is available here.
Please heed messages from the emergency services and police, stay aware of the bus and school closures and don't go sightseeing. The most recent information is being published on ESA's website (though not being retweeted by their account at this time).
On Twitter, @ACT_ESA, ACTPol_Traffic, CanberraTimes and 666Canberra are worth following.
Like most in the digital age (who weren't close enough to hear explosions), I learnt about it by reading news online, and hopped straight on Twitter to find the latest updates.
I was very glad (and surprised) to find that the ACT Government's Emergency Services Department had a twitter account. They had been providing official advice for the last half an hour from @ACT_ESA. I've added it to my list of government twitter accounts (yes I was unaware of it before).
I was not happy to see that while they'd been on Twitter since May, they'd not told anyone about the account and had only tweeted twice previously, saying 'coming soon' on both occasions.
Their Twitter was not listed or referenced on their website or on any official ACT government emergency documentation. It was not listed on act.gov.au, canberraconnect.act.gov.au or referenced in any of the official emergency announcements from the ACT government as a source of current information.
The account only had 156 followers (around 7am this morning) as a result - actually surprisingly high considering!
Tweets were not being coordinated with the information on the ESA website to direct people to the latest (prose) news. It only takes 10 seconds to tweet: "New update on our website at www.esa.act.gov.au #canberra #emergency #act"
On the plus side they have taken a leaf out of the work done by QLD Police Media, by starting to tweet mythbusters and use hashtags, such as: Myth buster - there is no report that the fire close to gas tanks #Mitchell
They are also now responding directly to people spreading incorrect information.
UPDATE 7.34am: @ACT_ESA have increased their following from 156 to 583 followers in the last 30 minutes (while I wrote this post).
UPDATE 7:47am: @ACT_ESA now at 769 followers. Still not mentioned in any official websites.
UPDATE 8:04am: @ACT_ESA now at 859 followers.
UPDATE 8:28am: @ACT_ESA now at 966 followers.
UPDATE 8:57am: @ACT_ESA now at 1,049 followers.
UPDATE 9:44am: @ACT_ESA now at 1,135 followers.
UPDATE 8:32pm: @ACT_ESA now at 1,401 followers
This is serious business. If governments across Australia are serious about supporting citizens in crisis, they need to get serious about social media.
They needs to integrate social media into their emergency planning, build channels online and tell people where to find them when they are needed.
They need to coordinate these channels effectively, managing them as they manage other emergency channels (though maybe not like the SMS channel, where the ABC reported that spelling mistakes in the text message had made some people wrongly believe it was a hoax - UPDATE: Image of the message here and at right).A public service that no-one knows about is worthless. An emergency service that is not in place and trialled before the emergency is not as useful as one that is pre-prepared.
Governments also need to learn how to use these channels effectively. In this case (EDIT: at 7:00am) the account has not yet used a hashtag (even the standard ones for the ACT, #Canberra and #ACT). It had tweeted 'at' others, but not retweeted others.
It is not as though Twitter is new - it has been around for five years. Isn't that ample time for a government agency to learn the basics of how to use a tool to the benefit of citizens?
More news on the fire is available here.
Please heed messages from the emergency services and police, stay aware of the bus and school closures and don't go sightseeing. The most recent information is being published on ESA's website (though not being retweeted by their account at this time).
On Twitter, @ACT_ESA, ACTPol_Traffic, CanberraTimes and 666Canberra are worth following.
Thursday, September 15, 2011
"Last in first out" - is this a risk for social media expertise and channel use in government? | Tweet |
I've seen (and spoken with colleagues about) a number of austerity measures taken in government agencies around Australia over the last few months.
With various governments across the country looking to cut spending to balance budgets, or at least reduce debt levels, lower 2011-12 budgets require many agencies to look long and hard at what they can trim or where they can do more for less (without affecting services to the public).
I wonder whether digital channels and expertise has been firmly enough established in many agencies to survive any cuts. Will management focus on their established infrastructure, maintaining their legacy IT systems and 'tried and true' communications and service channels at the expense of newer and more cost-effective, but less mature digital, channels?
In other words will we see the "last in, first out" rule apply for social media channels and expertise in many agencies?
(this is slightly rhetorical as I'm already seeing this in action in a few places)
I hope agencies will use any budget tightening as an opportunity to look long and hard at their operational effectiveness and select the channels which deliver the most 'bang for the buck' and long-term sustainability and viability.
Of course even if this means cutting non-digital channels in preference to digital, there is still a loss of expertise and corporate knowledge - though potentially a more sustainable one into the future.
Do you see signs that budget pressures are impacting on your agency's online capability? (feel free to respond anonymously & keep the relevant public service code of conduct in mind)
Monday, September 12, 2011
When will we see true my.gov? | Tweet |
I've been watching, and participating, in some of the discussions around whether government agencies and entire governments should centralise or decentralise their web presence.
For some reason a number, such as the UK government, South Australia and the ACT, have decided that centralising all their websites into a single portal is the right approach, although I've seen little in way of clear benefits to citizens or government.
At the same time some agencies still follow a route of rolling out a new website for every initiative, program and event, leaving some agencies with hundreds of websites to manage.
Totalling the number of websites can be deceptive. With a single content management system at the back-end, single set of servers and bandwidth and nothing more than different design templates it is possible to release many websites with little additional cost impact. In this situation, whether the content is in one site or many, it requires almost the same effort to create and maintain.
I believe that the argument over one or many websites really misses the entire point of the exercise - to serve the public.
If we stop thinking about centralise/decentralise and begin thinking audience, how would we build and maintain the web presence, not web site(s), for a government or agency?
I've been thinking about this recently with a view to the capabilities that web 2.0 brings.
Rather than building websites around agencies, portfolios, topics or governments, why not simply provide a my.gov.au framework which can be customised to every individual citizen's needs and demographics?
Agencies could publish information in 'fragments' or 'parts' with appropriate metadata. This would allow my.gov.au to selective and display the content, services, social channels and news from government appropriate to an individual.
With this approach the entire equation is flipped. No longer are agencies or governments solely deciding what they want citizens to see. Instead citizens are presented with what they need, based on their age, gender, location, work status, interests, past behaviour and other characteristics.
Individual agencies would not need to each collect information about individuals to provide a custom online experience. They simply become content providers, with the central my.gov.au portal storing any personal information and pulling the right content (as tagged by agencies) without sharing the information with other agencies.
This approach could expand beyond a single government, integrating local planning alerts, state government services and other relevant content in a single seamless interface.
This would remove the need for citizens to go to multiple 'single sites' for different government levels. As the user is in control of my.gov.au there's no need for agencies at different levels to have their systems working together for content or sign-on - the my.gov.au framework would simply pull content and services into the common personalised interface for each person.
The system could also expand beyond government - integrating your banking and medical records and more into the same view. This would become a real killer application. See your bank and salary information as you figure out how much you need to pay government over the year ahead. Of course, none of the services viewed through the personalised page would 'talk' to each other, only to my.gov.au, preserving privacy and security.
The my.gov.au service wouldn't even have to be built and managed by governments - competing services could be developed commercially and compete - through enhancements and features - for the 'business' of citizens, all drawing on the same set of government content and data feeds.
So perhaps it is time for government to stop talking about 'one website to rule them all' and instead consider what we could achieve if we let our content out of its departmental and government 'wrappers'.
We could enable a true personalised my.gov.au service for every citizen, customised to their specific needs and wants, growing with them through various life events over a number of years.
And we could still aggregate the same content into our corporate sites, or a single portal if we chose, at no extra cost!
Saturday, September 10, 2011
GovCamp Australia liveblog | Tweet |
I've been pinged by Pia Waugh to liveblog today's GovCamp AU event.
What is a GovCamp? The official definition is: GovCamp is an event in the spirit of BarCamp for governments and other public institutions to share social and technology solutions to turn them into Government 2.0.
Note this won't be a full view on the day, as there are three rooms. I'll be presenting a couple of times as well. However I'll link to other posts as I can (and include the hashtag in my liveblog to provide a separate perspective).
The event is also being filmed, so there will be a record available online shortly afterward.
It can also be directly followed on Twitter at #govcampau
For other GovCamps around the world visit govcamp.org
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