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A change in seasons, change in circumstances and change in structures is always a good time to reflect on situations and review the current state.
I've been doing a lot of reflecting and reviewing following my honeymoon and, looking around at some of the other long-time Government 2.0 supporters in Australia, it appear others have as well.
There's been some excellent signs that social media use is starting to be recognized as a mainstream phenomenon in Australia - from the APSC's normalisation of social media in the Code of Conduct, the establishment of more Gov 2.0/Social Media in Government groups in states, the initiatives at all levels of government (when Census and the police use social media you know things are changing!), the growth of Govspace and data sites, growing skill levels in a number of agencies and the expanding bubble of government social media events from conference organizers (guys, time to refine your forums).
At the same time there's still some resistance, poor understanding and mixed leadership on the use of digital channels to improve government performance. Apart from a few long-term skeptics this is now mostly due to competing priorities, resourcing and low familiarity with how social media can be used within government guidelines with appropriate risk mitigation strategies in place. Though I must admit that I have not seen an agency choosing to not use social media develop a mitigation strategy around the risks they are taking by not engaging online.
Many agencies still block their staff from monitoring forums and blogs, Facebook pages and YouTube channels where their key stakeholders are actively engaging. This cuts them off from an essential source of policy and service delivery intelligence - although the incresing prevalence of personal devices means people can remain connected and effective. Ironically the rise of smartphones, tablets and micro-laptops has also called into question those who still claim that workplace access to social media should be technically blocked to reduce time-wasting. Sorry guys, the world has moved on. If you believe your staff would waste time on social media use management techniques, not technical blocks, to manage these potential performance issues.
While there has been increasing willingness to use digital channels for consultations, collaboration and co-creation, the expertise base across Australia is still lacking. There's little in the way of effective formal education for would-be 'Social Media Advisors' or best practice techniques for online engagement. We've seen individual best practice examples, but limited codification of the underlying techniques and processes, the practitioners' toolkit if you will, necessary to systemise success.
While there's still much to be learnt, debated, trialed and implemented as business as usual in the government social media space, there's also now more hands available within public services with the interest, passion and skills to push things along. Government 2.0 has edged closer and closer to business as usual and is likely to get there at some point in the next year.
That has made me deeply consider my own involvement in the space.
Note I don't have any intention of stepping back from advocating and supporting Government 2.0 approaches. In my view these approaches are the basis for how a 21st century government needs to operate to be effective, woven deeply into most core activities for all agencies.
However for a long time i have felt that the value I've added to the space has been much greater through my 'non-curricular' activities than through my actual jobs in the public service. I feel I add more public value through sharing knowledge, providing mentoring and advice, training others and supporting people across government to understand and consider Government 2.0 techniques, help them design, debate and implement appropriate frameworks in their agencies and provide advice and support in implementing and normalizing activities, than in my day job.
On that basis I have realised that I am at the stage where I can add more lasting public value working from outside government agencies than from within one at a time.
As a result I have decided that in 2012 I will be leaving the Australian Public Service - but not leaving public service. I will be exploring options to add more and greater value from 'over the wall' back in the commercial sector, where I have spent over three-quarters of my career.
I have met many good people in the public service, as well as a few of the other kind, and I'd like to thank all of you for what you have taught me during the five years I have spent 'inside'.
I hope that I have also managed to share some of my own experience and knowledge with you.
I haven't actually resigned from the APS yet, there's some loose ends to tie up in the new year. Also I intend to keep writing this blog - I believe there is still a need for something like it in Australia - and will remain active in the Gov 2.0 community, hopefully more consistently active than I have been able to be.
So this isn't goodbye, it is simply a new kind of hello.
Tuesday, December 20, 2011
A time to reflect and review | Tweet |
Thursday, December 15, 2011
Reporting news is no path to sustainable journalism, controlling the message is no path to successful governance | Tweet |
Below is a copy of a comment I have posted to the ABC The Drum in response to an Alan Kohler article, Big media inquiry, little industry change.
I thought I'd repeat it here as it covers some of the changing landscape that government communicators are facing. I recommend reading Kohler's article (or at least his initial premise) first.
Note that the implications, of a society that can report news as it happens, where it happens, significantly alter government's ability to control news distribution. Essentially governments can no longer rely on controlling the creation or distribution of news, about themselves, about their programs and initiatives, about public events or about disasters. We need to evolve new models for influence and curation, to become the 'central point of truth' if not the single point.
Anyway, my comment is below (with a few tweaks for poor iPad keyboarding):
Alan, I value your views (and not because you are paid to give them), however in this area you've based your argument on a false first premise - that news reporting has intrinsic value.
The basics of news reporting, collecting facts, arranging them into a story and distributing this story publicly, existed long before any form of professional and paid news 'caste'. The process, like story telling, is a skill that many people have.
With the means of news collection and public distribution now so close to costing zero as to make no difference - a phone with a camera, a keyboard and an Internet connection, news is essentially free. More than 2 billion people (add another billion when including mobile devices) have the tools to collect and report news, as it happens, wherever it happens - with global distribution.
As people now spend a majority of their lives within a metre of their connective devices, there is no longer the need to pay journalists to ride or drive around cities and countries to collect news, transport it back to a central location to transcribe and then distribute it through chains of distributors.
The value paid professional journalists can add to news is in expert analysis. This requires three additional skills to news reporting that are rarer and more expensive to procure - curation, expertise (in analysis and distilation of themes) and communication skills.
These skills have, and will continue to have value.
Unfortunately they are skills that most paid journalists, who are often trained in communication, PR or journalistic skills, lack. They do not have the indepth subject knowledge or ability to quickly determine facts from factoids - though they often have the communication skills (they sure write pretty!)
For journalist to survive as a guild, rather than as an activity, unlike reading and writing (scribes) or adding up (computers - which was a human job title until the 1950s), it must change the basis of the people it attracts and promotes through the profession.
Journalists must either sink into the depths of entertainment (those who write pretty, but offer no insights into world events) or rise into the world of expertise (with an ability to offer solid insights and analysis of events, using their expertise and curation skills).
Simply reporting news by chasing eye-witnesses, copying social media comments and photos or representing corporate and government media releases, is no path to sustainable earnings in journalism.
Wednesday, December 14, 2011
Social Media in Government - Day 2 | Tweet |
I'm attending the full second day of the Social Media in Government conference, however will not be liveblogging until after morning tea as the first two presentations, on The Line (FaHCSIA) and the Don't Turn a Night Out into a Nightmare campaign (Health and Ageing), both represent areas which I've blogged about before.
I am, however, catching Tweets as they occur.
Below is my liveblog for the rest of the day...
I am, however, catching Tweets as they occur.
Below is my liveblog for the rest of the day...
Tuesday, December 13, 2011
Reflection on Tenille Bentley's presentation from Day 1 of Social Media in Government | Tweet |
Tenille Bentley, founder of Socialite Media is now presenting on trends in engagement by people.
She says that the amount spent by state government on online engagement vastly under-rates the proportion of people's media time spent online (around 41%).
Tenille is illustrating the falling reach of newspapers and as their circulations decline, how their ad rates are going up, asking why?
Se says that social media presents an opportunity for government to re-engage with the community and target specific audiences, as a large proportion of the community is adopting social media, whether government likes it or not.
Tenille says that social media management is a skillset in its own right and believes a social media presence requires 100% focus to manage effectively.
She says she understands how overwhelming social media can be, particularly with the range of channels, and recommends keeping an eye on the top four channels - Twitter, LinkedIn, Facebook and YouTube.
Tenille says that each channel reaches a separate audience and is used in a different way.
She says that organisations should define their social media goal, strategy and 'angle' - including assessing their risks, putting them into scope with what social media represents (not overstating risks that aren't really risks applicable to social media).
Tenille recommends that oganisations listen first and be responsive to audience needs, that social media is used consistently and effectively - quality, not quantity.
She says it takes about 80 hours to develop a full social media strategy, pre-planning and approvals take around 75 hours.
Tenille reckons it requires 26% of people's working week to manage social media.
Tenille says that she focuses on education first, to ensure organisations understand whether social media suits them.
I'm now off to the office for the day - will blog more of the event tomorrow.
She says that the amount spent by state government on online engagement vastly under-rates the proportion of people's media time spent online (around 41%).
Tenille is illustrating the falling reach of newspapers and as their circulations decline, how their ad rates are going up, asking why?
Se says that social media presents an opportunity for government to re-engage with the community and target specific audiences, as a large proportion of the community is adopting social media, whether government likes it or not.
Tenille says that social media management is a skillset in its own right and believes a social media presence requires 100% focus to manage effectively.
She says she understands how overwhelming social media can be, particularly with the range of channels, and recommends keeping an eye on the top four channels - Twitter, LinkedIn, Facebook and YouTube.
Tenille says that each channel reaches a separate audience and is used in a different way.
- Twitter - BBQ conversation, Very Powerful (about 1.2M Australian users - keep an eye on Tweetups)
- LinkedIn - Business Conversation, Speed Networking (2.2M Australian users - business focus)
- Facebook - Smart Casual Conversation, 80/20 rule, Business Page (10.5+ Australian users)
- YouTube - Information, Entertainment
Tenille says it is important to look at how consumer behaviour has changed. For example, 20 years ago few people cared about organic eggs, now people want to know where their eggs come from and how chickens are treated. Consumers have changed - they want to see what goes on behind the scenes, why they should be associated with you, before becoming brand loyalty.
The circle of trust is critical - Talk -> See -> Like -> Trust -> Try -> Talk - Tenille says that just as we engage in small talk to size up people in a meeting before engaging and trusting, consumers (citizens) need to engage with organisations in conversations before they trust them.
She says the first thing organisations need to do is to be seen on social media channels, as people are already talking about you. If you are not seen you are doing damage to your brand and reputation.
Tenille says that next you must be engaging actively - don't simply link your accounts together and send information blindly (like linking media releases to Twitter, Twitter to Facebook, etc). Consumers look at your social media presence and assess whether it is in their language and then whether you are really engaging in conversation.
She says that a social media channel with no conversation is unhealthy, and consumers will see this and judge you accordingly.
Tenille says that once you have built trust through engagement, people will either try (your product or service) or talk about you (online and offline) - this is where ROI comes in, which can be very hard to effectively measure, but can be seen in the actions of the community.
Tenille says that people only go to organisational websites when they want to learn more about an organisation. For an organisation to proactively get information to the community it needs to create connections, engaging with consumers through channels such as social media and she says that if you position yourself as a thought leader in your industry people will start coming to you for advice.
Tenille says that the web has gone past the point of being optional for organisations. If you don't have a website, people won't trust your organisation is credible. The trend is towards social media going the same way - people look for whether organisations are engaging actively with their customers. Very soon an organisation without an active social media presence will not be seen as credible.
Temille says that people spend 7.8 hours per week on social media and fanning two of their favourite brands per week. Neilsen reports that 73% of online Australians prefer to engage with their favourite products, brands and services through social media. She says the 'smoko' has been replaced by the 'socialo'.
She says she often gets asked about the return on investment for social media - she asks them, what is the return on ignoring?
Tenille illustrates her point with a case study on Dominos - who had a negative video appear on YouTube and responded with a media release and traditional media engagement, however sales kept falling. Finally they convinced their CEO to create a video that went on YouTube - moral: don't rely on traditional media to address an issue discussed via social media. Respond in a like way.
Next Tenille is using QPS Media's use of social media during the Queensland floods as an example of how government can use social media, becoming a trusted information source, build engagement and address issues quickly - countering misinformation and also feeding traditional media. She says it also improves situational awareness.
Tenille has also showed examples of Barack Obama's campaign use of social media and how NSW Police has used social media for recruitment and community engagement. She says that focus groups from NSW Police have indicated that people trust information coming direct from the police more than they trust the media. She says that the NSW Police Superintendent has said that social media allows police to highlight the good work they do in the community.
She's now talking about the Best Job in the World campaign by QLD Tourism and how much attention it drove on a relative small budget ($1.2 milion) - receiving over 8.4 million unique visitors, 36,000 video applications, over $400 million in media value and estimated to have reached over 3 billion people.
Tenille is now running through how to use the top four.
She recommends that for Facebook that organisations design a professional landing page and post in a measured way. She says 44% of people unlike a Facebook page because it is updated too frequently. Tenille says they update the Socialite Media Facebook page twice per day, LinkedIn once per day, Twitter 5-15 times, plus conversation management.
For Twitter Tenille says it can be used for sending short messages to a bunch of people publicly, to a specific person publicly or to a specific person privately. As it is short you don't get to ramble.
She says Twitter can be used to monitor your brand and monitor and share industry/topic news, generate leads, promote events, drive traffic to a website.
Tenille says that LinkedIn has a solid corporate profile, with an average user age over 40, income of US$100,000 and professional background. LinkedIn receives 1.2 million comments and posts to groups each week and there's 2 billion people searches each year. Business pages now allow comments, providing greater utility.
She says that many recruitment agencies use LinkedIn as their first port of call for finding staff.
YouTube is good for education and campaign releases and Tenille says it can be integrated into other channels, as a medium where "a picture paints a thousand words". She says ensure that you upload clips, that you post both professional and 'candid' (less professional) videos - which humanise organisations. She recommends linking to clips that support your message.
Tenille says that organisations need to tell people about their social media channels and, not link them together but ensure there are clear paths between their channels.
She says that organisations should define their social media goal, strategy and 'angle' - including assessing their risks, putting them into scope with what social media represents (not overstating risks that aren't really risks applicable to social media).
Tenille recommends that oganisations listen first and be responsive to audience needs, that social media is used consistently and effectively - quality, not quantity.
She says it takes about 80 hours to develop a full social media strategy, pre-planning and approvals take around 75 hours.
Tenille reckons it requires 26% of people's working week to manage social media.
Tenille says that she focuses on education first, to ensure organisations understand whether social media suits them.
I'm now off to the office for the day - will blog more of the event tomorrow.
Reflection on Mia's Facebook presentation from Day 1 of Social Media in Government | Tweet |
I'm only here for a few presentations today at Informa's Social Media in Government conference, so are blogging rather than liveblogging the presentations.
First up this morning is Mia Garlick, now at Facebook and previously with experience in Commonwealth Government and with Google.
She's talking about using Facebook in government.
Mia has started by talking about how Facebook is a social graph for for connections between people & between people & organisations.
She says that researchers recently tested the six-degrees of separation
Mia says there are 800 million users globally of Facebook - counting users as those who check into Facebook at least once per month. Over 10 million Australians are in that group and over 50% of these users (globally and in Australia) access Facebook daily.
Mia says that Facebook has several valuable uses for government including for identity, engagement and advertising.
Identity refers to representing agencies online. Mia says the best approach is to create a page. She says that the page mechanism includes an option for government organisations via the Corporate and Organisation option.
Mia says it is important to understand the difference between a profile and a page - profiles are for persons, pages are for organisations. Profiles are multidimensional, when people friend each others' profiles they see each other's information.
Pages are unidimensional, when people fan a page the page owners don't get to see the fan's details.
Mia says it is important to curate pages. She says that Page administrators cannot turn off comments as Facebook is about engaging in social behaviours, not avoiding them. However people can create blacklists of words and profanity filters to manage comments and develop a policy and terms of use for the page. Mia says that administrators can also mark comments as spam or abusive.
She also says it is important to get senior executives across what is acceptable commenting. She says she has had senior government officials contact her asking for pages to be taken down as someone commented that "the government was stupid". She essentially said - let it go, people say this kind of stuff from time to time, does it really hurt you or reflect on them?
Due to the nature of Facebook, people don't often see your page - they see snippets of content in their newsfeed. Mia says it is important to ensure these snippets are interesting and engaging to make a Facebook page effective.
Mia says that the number three thing talked about in Australia on Facebook for 2011 was "Census" and number six was Victorian floods" (in their "memeology" list) - showing that government cannot ignore the channel as people are using it to discuss topics and issues that government is deeply invovled with.
She's now talking about South Australia's Strategic Plan and how they used Facebook to support engagement and feedback.
She says that while in government we are used to writing a large report and releasing it in a consultation with a list of questions, many people don't engage well or respond in this approach as it is overwhelming and they have limited time. The South Australian government broke the Strategic Plan into bitesize chunks they wanted feedback on and released them individually for people to respond to. Mia says this was very effective for South Australia, with over 1,300 comments received for one particular chunk and over 500,000 citizens reached via Facebook, with 10,000 participating.
Mia says that the South Australian government recognised that they engaged a new group through Facebook that they could not reach through traditional engagement mechanisms.
She's also given an example of Facebook advertising in Canada and how it can target specific demographics or geographic locations quite effectively.
Finally, Mia is highlighting the Facebook 'Coming together' page on peace which provides a view of how people are connecting and engaging across wars.
Mia also says that around 80% of Facebook users are using privacy setting in Facebook, which helps to create a separate between work and personal identities.
First up this morning is Mia Garlick, now at Facebook and previously with experience in Commonwealth Government and with Google.
She's talking about using Facebook in government.
Mia has started by talking about how Facebook is a social graph for for connections between people & between people & organisations.
She says that researchers recently tested the six-degrees of separation
Mia says there are 800 million users globally of Facebook - counting users as those who check into Facebook at least once per month. Over 10 million Australians are in that group and over 50% of these users (globally and in Australia) access Facebook daily.
Mia says that Facebook has several valuable uses for government including for identity, engagement and advertising.
Identity refers to representing agencies online. Mia says the best approach is to create a page. She says that the page mechanism includes an option for government organisations via the Corporate and Organisation option.
Mia says it is important to understand the difference between a profile and a page - profiles are for persons, pages are for organisations. Profiles are multidimensional, when people friend each others' profiles they see each other's information.
Pages are unidimensional, when people fan a page the page owners don't get to see the fan's details.
Mia says it is important to curate pages. She says that Page administrators cannot turn off comments as Facebook is about engaging in social behaviours, not avoiding them. However people can create blacklists of words and profanity filters to manage comments and develop a policy and terms of use for the page. Mia says that administrators can also mark comments as spam or abusive.
She also says it is important to get senior executives across what is acceptable commenting. She says she has had senior government officials contact her asking for pages to be taken down as someone commented that "the government was stupid". She essentially said - let it go, people say this kind of stuff from time to time, does it really hurt you or reflect on them?
Due to the nature of Facebook, people don't often see your page - they see snippets of content in their newsfeed. Mia says it is important to ensure these snippets are interesting and engaging to make a Facebook page effective.
Mia says that the number three thing talked about in Australia on Facebook for 2011 was "Census" and number six was Victorian floods" (in their "memeology" list) - showing that government cannot ignore the channel as people are using it to discuss topics and issues that government is deeply invovled with.
She's now talking about South Australia's Strategic Plan and how they used Facebook to support engagement and feedback.
She says that while in government we are used to writing a large report and releasing it in a consultation with a list of questions, many people don't engage well or respond in this approach as it is overwhelming and they have limited time. The South Australian government broke the Strategic Plan into bitesize chunks they wanted feedback on and released them individually for people to respond to. Mia says this was very effective for South Australia, with over 1,300 comments received for one particular chunk and over 500,000 citizens reached via Facebook, with 10,000 participating.
Mia says that the South Australian government recognised that they engaged a new group through Facebook that they could not reach through traditional engagement mechanisms.
She's also given an example of Facebook advertising in Canada and how it can target specific demographics or geographic locations quite effectively.
Finally, Mia is highlighting the Facebook 'Coming together' page on peace which provides a view of how people are connecting and engaging across wars.
Mia also says that around 80% of Facebook users are using privacy setting in Facebook, which helps to create a separate between work and personal identities.
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