Should governments be using popular VOIP tools for customer enquiries?

In Australia about 10% of households don't have a landline phone any more.

In some other countries the figure is higher - and it is growing as people abandon the 'fixed to one location' phone for personal mobile phones.

When calling a government agency - even a 'free call' line - there's often additional charges for mobile phones, plus time-based charges that don't apply on landlines.

In other words, for 10% of households it has become more expensive to call government agencies, particularly if they get put on hold.

True, losing the landline is a choice, however there's a choice for government agencies as well which can cut the cost - using VOIP services.

VOIP stands for Voice Over IP. In essence it involves using the internet to make phone calls.

Many government agencies have already adopted VOIP or VOIP-like phone exchanges inside their workplaces. This means that while phone calls still arrive at an agency via a POTS (plain old telephone service) system, once they arrive at the agency's switch they are directed onto a digital network which is far more customisable, flexible and cost-effective.

This means that when agencies make internal calls between offices (often across the continent), their calls don't go via the POTS network - those wires we see hanging from the inappropriately named 'telegraph' poles. Instead they get sent via the internet or on dedicated digital cables at a much lower cost to the agency.

Citizens can also take advantage of VOIP - whether using dedicated services like Skype or Engin, or through ISPs who offer VOIP calls via landlines. This also helps them save significant money on long-distance calls.

However these agency VOIP systems and citizen VOIP systems rarely overlap. Many agencies can't call citizens via VOIP and while citizens might attempt to use VOIP to call agencies, few can take the call.

My question is why?

How difficult would it be for an agency to establish a Skype number, which would allow citizens to use their home Skype connection to call the agency for free?

How difficult would it be to establish agency VOIP numbers on major domestic VOIP services, which allowed free calls to the agency. TransACT, Canberra's fibre-optic network provider (now owned by Internode) has been offering free calls between its VOIP subscribers for years.

Sure there are likely to be a few technical issues to sort out. Resolving this one would re-establish a free call option for that 10% of Australian households without landlines. Surely that has significant value.

Given that it appears that even rural doctors, when receiving Commonwealth Government funds to implement costly VOIP services are often setting up a free Skype account instead, there's undoubtedly some appetite for being able to call the government via these VOIP tools.

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11 things to consider when using Facebook in government

When websites first starting to become popular it became common for Marketing and Communications teams in organisations to receive requests from various areas saying "we need a website".

Now that social media is firmly embedded in Australia, I'm seeing and hearing about the same type of requests - particularly for Facebook.

So, drawn from a response I provided to one agency who asked for my views, I've compiled a list of 11 things to consider when looking to use Facebook in your campaign, program, consultation, activity or otherwise for your agency.

This looks like a long list, but realistically is no more than should be considered for other channels (particularly online). Many of these areas can be addressed quickly through borrowing strategies and approaches from other agencies.

1. Purpose – Why the page is being created
   There are many different purposes for creating a Facebook page and before you take any steps to create one, you need to consider why you are doing it and what benefit the page will have to your campaign, program, consultation or agency.
   Some of these purposes may include; to build awareness, inform or educate users; to facilitate dialogue and discussion; to aggregate users for future campaigns; to engage key influencers and use them to build campaign awareness; to consult users; or to sell a message, service or product.
   
   
2. Expectations – Targets for the page
   Next it is important to think about what you expect your page to achieve and set some targets to help guide resourcing and reporting on effectiveness.
   This may consider how many fans you expect and the level of activity in the page and, importantly, resulting from the page (through other Facebook pages and other online and offline channels).
   
   
3. Entry – Physical establishment of the page
   Next you need to consider how the page will be established. Will you do it in-house or via external parties? Will you develop custom welcome and other pages, what content and design work will be necessary when first putting the page in place?
   
   
4. Promotion – Building awareness of the channel
   You will also need to keep in mind that "build it and they will come" seldom works. Facebook is no exception, you need some kind of communication and promotional strategy to draw people to your page and convince them to fan it. Will you target key influencers, leverage existing agency channels or develop a communication strategy that directs people to your page? What benefits will people receive through using the page that will entice them to come and engage?
   
   
5. Integration – Cross-channel marketing
   You must also consider how your Facebook page interacts with your other communication channels.
   
   I call this "completing the loop" - you should encourage people from your website or advertisements to fan your Facebook page, then use your Facebook page to direct them back to relevant content in your website, advertisements or other channels.
   
   Map out the strategies and processes you'll use to get people back off your Facebook page (or their news feeds) back to your important announcements.
   
   
6. Management and moderation – Channel operation
   This is one of the biggest topics you need to consider. Here are some of the questions you need to ask and answer before you launch:
   Who will manage your Facebook page? What type and frequency of content will be provided? What is the approval workflow for content, and how do you ensure that this allows content to be published on a timely basis? How will user content be moderated? How will user content be responded to, including enquiries (which may be off topic)? How will users be able to view the moderation policy and guidelines?
   
   
7. Exit – Closing the page or transitioning to an ongoing vehicle
   So you've got your Facebook page up and running but what happens when the campaign or consultation ends?
   
   Before launching your page, spare some time to consider whether you will need to close it down after a defined period or whether it has an undefined or ongoing lifespan.
   
   If you know or suspect your Facebook page will end after a given period, consider developing an exit strategy to outline what happens to the page's content and how you manage the relationship with your fans when the page closes.
   
   You might wish to communicate the lifespan of the page upfront to fans as they visit, or develop a strategy to reuse the page periodically for further campaigns. If you have to close down the page you may want to consider a transition strategy to encourage fans to move to another agency Facebook page or channel to maintain at least some of the relationships - after all it would be wasteful to simply abandon your fans, both throwing away your investment and potentially damaging your future Facebook engagements.
   
   
8. Archiving – requirements
   Now we get into some of the more administrative areas you need to consider, starting with archiving. Every government agency has some need to archive material in the public interest and for internal knowledge management purposes.
   
   Make sure you know your obligations under the appropriate Archives Act and what you are required to store as records and what you are not required to store. This may mean you need an ongoing strategy to keep a copy of all posts (and everything you delete, for legal reasons), or need a tool that captures the RSS feed from your page into a document that you can file on paper or digitally.
   
   
9. Privacy – protecting users
   Privacy is a consideration whenever you capture user information. By default in Facebook you capture peoples' name and generally their image, plus whatever personal details they choose to share. Also as you're using a third party service (Facebook), the service has its own privacy policy which comes into play but is outside your direct control.
   
   You will need to consider whether the type of content that users might share with you in your page may pose a risk to their privacy online or offline and what you need to tell them to ensure they are posting as an informed choice.
   
   You also need to consider how your agency will capture and reuse any personal information you get from users via Facebook, and your obligations and responsibilities under Australian privacy law.
   
   Remember that you never know what personal stories users might choose to share in a Facebook comment. Make sure that you have provided enough information so that people can do so aware of the choice they are making.
   
   
10. Reporting – Measuring effectiveness and success
    It is very useful to be able to measure how effective and successful your Facebook page has been, relevant to your original purpose (or any channel for that matter).
    
    There are a number of ways to do this, from using the purely quantitative activity statistics from Insights, Facebook's analysis tool or using qualitative means through the tone of user comments and any perceptible changes in peoples' awareness and attitudes in-line with your campaign goals.
    
    It may, however, be more useful is to look at Facebook within a whole-of-campaign/consultation review, which looks at the effectiveness of all your channels in combination. Sometimes reporting on single channels can under-emphasise their overall influence on a campaign as these reports may only look at direct outcomes, not at the secondary effects that bolster other channels.
    
    
11. Lessons learnt and sharing
    Finally, it is well worth producing a ‘lessons learnt’ report on operational learnings from your Facebook experience.
    
    This can provide vital insights to other teams in your agency and to other organisations on how to extract the maximum value from the channel and how to avoid any pitfalls or unnecessary risks.
    
    If you can, share this report through whole-of-government channels, such as AGIMO's Gov 2.0 group, cross-agency communications groups and even by holding an event for other agencies to discuss your experience.
    
    By sharing your experiences you are helping to make it easier for other agencies to use Facebook, and use it well. This reduces risk for agencies and helps build on good practice over time.
    
    It also helps meet one of the core goals of the public service, ensuring we can provide the best possible outcomes for government.

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I'm dreaming of a Gov2 Christmas

While not normally a fan of Christmas, I was feeling festive today, so have translated several traditional Christmas songs into their Gov 2.0 equivalents.

If you have a Gov 2.0 song in your heart, fell free to share it in the comments below!

Jingle bells
Dashing through the net
In a collaborative open sleigh
O'er the barriers we go
Laughing all the way
Agencies on social media sing
Sharing data bright
What fun it is to engage and sing
A Gov20 song tonight

Oh, Gov20, Gov20
Gov2 all the way
Oh, what fun it is to ride
In a collaborative open sleigh
Gov20, Gov20
Gov2 all the way
Oh, what fun it is to ride
In a collaborative open sleigh, HEY


I'm dreaming of a Gov20 Christmas
I'm dreaming of a Gov20 Christmas 
As agencies share so citizens know
Where the data catalogs glisten, 
and agencies listen 
To hear citizens discussing as they grow

I'm dreaming of a Gov20 Christmas 
With every blog post executives write 
May your governments be open and bright 
Sharing all your Christmases as a right


Gov20, Gov20, Gov20 rock
Gov20, Gov20, Gov20 rock
Gov20 swing and Gov20 ring
Listening and sharing up a data tonne
Now the Gov20 revolution has begun

Gov20, Gov20, Gov20 rock
Gov20 chime in Gov20 time
Innovating in Gov20 Town Square
In the free and open air.

What a bright time, it's the right time
To share the night away

Gov20 time is a swell time
To go collaborating in a open way
Giddy-up Gov20 horse, pick up your feet
Gov2 around the clock

Mash and a-mingle in the jingling data
That's the Gov20,
That's the way to go,
That's the Gov 2.0 rock

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Is inappropriate social media use really an issue for government?

With some of the concerns and processes I've witnessed in government it would be easy to draw the conclusion that hundreds or even thousands of public servants are using social media daily in ways that damage the reputations of their departments and the government.

Fortunately, a couple of articles I saw yesterday have given me a place to start to look at the realised level of risk of inappropriate social media use by trained and well-governed public servants.

The Australian reported Public servants' pay docked over Facebook comments and SmartCompany followed up with Bureaucrats disciplined over work-related comments on Facebook made on home computers.

Both articles referred to information from the Commonwealth Department of Human Services (DHS). Over the 2010-2011 year four DHS employees had been investigated and found to have made inappropriate use of social media (well, one case referred to private email use, but let's let that one go).

I was intrigued by these articles as, to my knowledge, they represent the first time that inappropriate social media use by public servants at a Commonwealth level has been reported in the media.

To quote the Smart Company article,

The Department of Human Services says there were four code of conduct cases involving the inappropriate use of social media in 2010-11 - three related to work-related comments posted on Facebook from the individuals’ private computers. 

The other case was about material sent from the employee’s private email account.
“The incidents all involved work-related misconduct that contravened their Australian Public Service obligations,” the department said. 

According to The Australian, one worker had had their job classification cut, the second was given a 5% pay cut over 12 months, and the third was reprimanded.
The fourth employee no longer works for the department.

I am very glad to see that this inappropriate conduct was managed effectively using existing business policies in government - noting that the DHS has made great steps forward in the social media space, establishing a social media policy and working to ensure staff are aware of it and how it aligns with the APS Code of Conduct.

I am not quite sure what the staff concerned did, this wasn't explained, however as there's been no major media blow-outs from the actual incidents, I'm going to assume that the transgressions were relatively minor - bullying, inappropriate language about work colleagues or similar breach activities, rather than leaks of Cabinet-In-Confidence documents, naked photos of colleagues released online or similar major public indiscretions.

Given we now have a public incident at Commonwealth level, I decided to use it to do some evidence-based analysis on the actual risk of inappropriate use of social media to agencies.

Let's start from the top.

It has been reported that DHS had four employees go through a formal code of conduct investigation based on their personal social media activities in 2010-2010 (and again we're letting go that one of these four was actually related to email use - not social media).

Now I happened to have been able to find out from IT News that the DHS conducted 197 formal code of conduct investigations in 2010-11. These four social media-related investigations accounted for 2% of these investigations by the DHS in that year.

Broadening this out, DHS has about 37,000 employees, so the four employees who were investigated equals 0.0108% of their staff. Note that's not 1% of staff, that's one-hundredth of one percent.

In Australia around 59% of people use social media personally in some form (62% of internet users, with internet users being 95% of the population). Let's be conservative and estimate that only 40% of DHS staff use social media personally - well below the average for all Australians.

On this basis there are about 14,800 DHS staff members using social media personally. Of these, four were reported to be using it inappropriately and investigated. That's 0.027% of the staff at DHS using social media personally. Again, that's not 2.7%, it's 27 thousandths of one percent.

So  27 thousandths of one percent of DHS staff estimated to be using social media personally during 2010-11 were investigated for code of conduct breaches.

That's not many, but let's go deeper...

Nielsen has reported that Australians are the most prolific users of social media out of all the countries they measure. We spend, on average, 7 hours and 17 minutes using social media each month.

Let's assume, again, that DHS staff are below average for Australians, that those DHS staff using social media are only spending 5 hours using it each month. On this basis, with an estimated 14,800 DHS staff using social media, their personal use for 2010-2011 would be 888,000 hours (37,000 days or just over 101 year of continuous use).

In those 888,000 hours there were four reported code of conduct investigations - that's 0.00045% of the time spent online through the entire 2010-11 year, assuming they each were an hour in duration.

If you assume DHS staff are average Australians, the percentages shrink dramatically further.

To sum up, the information from the DHS suggests that the risk of social media misuse by public servants is extremely low.

There were no indications of significant impact due to the four incidents, therefore I assume that the consequences were minor.

So on the basis of an extremely low risk and minor consequences, the risk of social media to a government Department (such as DHS) is negligible - and easily mitigated through appropriate management procedures (a policy, guidance and education).

So for any agencies still hanging back from social media, consider the evidence, the mitigations you can put in place, the potential benefits of engagement AND the risks of not using social media (reduced capability to monitor key stakeholders/audience views, inability to engage citizens in the places they are gathering, no ability to counter incorrect information or perceptions and so on).

You might find that your current strategy of non-engagement is far more risky.

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50 million reasons to engage in Gov 2.0 co-creation and collaboration

Rose Holley is one of my heroes.

As a Digital Librarian at the National Library of Australia she has led one of the most effective, long-lived and under-rated Government 2.0 initiatives in Australia for the last four years.

As one of those responsible for the digitalization of Australia's newspaper archives (so far over 50 million articles), the online system she helped create has now seen 50 million lines of newspapers corrected by the public. That's over one million lines per month and a crowd sourcing effort proportionate for Australia (over the timeframe) as Wikipedia is for the world.

This project has run on a shoestring, with little promotion and no advertising. It works because it empowers people to contribute to the public good while also satisfying their personal needs. It trusts people to do the right thing, via a supportive context and light governance.

Sure these are just corrections of digitalized newspapers - where the automated digitalization process has failed to accurately read and transcribe letters and words. However it is also a collective record of Australian history, of families, of culture and of our development as a nation.

Given that the National Library's efforts have seen over 10,000 people per day updating newspaper records, with the most prolific person having corrected over one million lines - only two percent of the total - and negligible incidents of malicious sabotage - this is crowd sourcing at its best, right here in Australia.

The process used could be replicated for other archives of Australian public records - the National Archives, Parliament and every agency with a stock of paper files that have been approved for public release, but are too expensive for governments to transcribe.

Perhaps we need a central set of tools that agencies can use, perhaps a central site where agencies can load their scanned public documents. Either way, this is an opportunity begging to be exploited, a chance to do good for the country at little cost to government.

I hope it will not be ignored.

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