Transcript The State of Web 2.0 and Emerging Social Media: Citizen Engagement

The State of Web 2.0 and Emerging
Social Media: Citizen Engagement
vs. Citizen Enragement
Dr. Alan R. Shark
Executive Director, Public Technology Institute
and
Assistant Professor, Rutgers University School of Public
Affairs & Administration
Available Resources
.
Driving Forces
Empowerment
Transparency
Citizen Engagement
Web 2.0 Technologies
Citizen Enragement
Citizen Engagement
Source: engagepittsburgh.org
Once upon time Sunshine laws was all
the rage…….
An Evolving Process……….
Personal
• Inefficient
Impersonal
• Efficient
Efficient
• Personal
From Transparency to Engagement
Post
Transact
React
Interact
Thesaurus : Engagement
 Occupied
 Involved
 Booked
 Set-aside
 Employed
 Connected
 Busy
 Absorbed
 Involved
 Connected
How (or how) do we Measure?
Governments Ask
1. Amount of garbage
picked up
2. Response time of
emergency services
3. Number of restaurants
inspected
4. Number of potholes
repaired
5. Waiting time for call to
be answered
6. Email response time
Citizens Ask
1. Actual trash removed
from street or ally
2. Were qualified people
dispatched to the scene,
where they taken to the
right facility?
3. Who passed/failed
(online)?
4. Smoothness of ride
5. Actual results
6. Actual results
Source: National Center for Civic Innovation
People want
measured results –
public managers
want performance
dashboards
City of Phoenix
Managing Expectations – Rebuilding Trust
• “And in both the content and delivery of public
services the next stage of the web will
transform the ability of citizens to tailor the
services they need to their requirements, to
feedback constantly on their success, to
interact with the professionals who deliver
them and to put the citizen not the public
servant in control.” - former Prime Minister Gordon
Brown, March 2010
Social Media
Web 2.0 Tools
While there is no set definition for Web 2.0, there are a number of descriptors –
interactive, social, dynamic, user-centered, collaborative, and interoperable.
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Social Network
Wiki
Mashup
RSS Feed
Listserv - Alerts
Blog – Micro Blog
Mapping
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Online Survey
Photo Sharing
Webcast – Webcam
Video Blog/Vlog – Video Sharing
Podcast - Vodcast
Virtual World - Games
Search Engine Utility
Gartner use three anchor points: a set of technologies with
community and social dimensions that enable new business models.
Mixed Tools / Portal
 Situation Awareness
– How to prepare/prevent
– What happened & who is
impacted?
– Where is the damage?
– When will services be restored?
 Expert Knowledge & Advice
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Risk identification
Mitigation strategies
Health warnings
Vulnerable populations
 News & Emerging
Information
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Local news reports
Photos of damage
Traffic impact
Eyewitness accounts
Articles & analysis
 Recovery Assistance
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Shelter location
Government assistance
Community support
Volunteer networks
Help needed
The Current Environment
 There were 1,000 Internet devices in 1984, 1,000,000 in 1992, and
1,000,000,000 in 2008.
 The number of text messages sent and received everyday exceeds
the population of the planet. 93% of all adults own a cell phone.
Nokia manufactures 13 cell phones per second.
 ABC, NBC and CBS, around for a combined 200 years, collectively
get 10 million unique visitors each month. MySpace, YouTube and
Facebook get 250 million unique visitors each month. None existed
six years ago.
 In 2008, MySpace had 200 million users. If it were a country, it
would be the 5th largest in the world.
The Current Environment
 Newspaper circulation is down 7 million over last 25 years. But in
last five years, unique readers of online newspapers are up 30
million.
 31 billion searches on Google per month.
 More video uploaded to YouTube in last two months than if ABC,
NBC, and CBS had been airing content 24/7/365 since 1948.
 Wikipedia launched in 2001. Now features 13 million articles in more
than 200 languages.
 90% of 200 billion emails sent everyday are spam.
Web 2.0 Site Activity
More than 300 million people visited Facebook, Twitter, MySpace,
YouTube, Flickr, Digg and Delicious in April 2009. Each visitor was counted
once, in spite of repeat visits.
Further breakdown indicates that:
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104.1 million visited Facebook;
77.8 million visited YouTube;
55.6 million visited MySpace;
37.8 million visited Digg;
25.9 million visited Flickr;
19.4 million visited Twitter
NEWSFLASH: According to a report just out from Nielsen, we’re spending 82%
more time on social networking sites than a year ago.
Web 2.0 Site Activity
 94% of teens (ages 12-17) are online
 45% percent of teens ages 12-14 and
55% percent ages 15-17 are content
creators
 60% of all teenagers have an online
social networking profile.
 According to research by Symantec,
"porn", "sex" and "YouTube" were
among the most popular search
terms queried by kids, ages 18-andunder, in 2009.
Top 2009 Search Terms for Youth
Local Government Web 2.0 Usage
Local Government Champions
How Cities/Counties Use Web 2.0
75% of cities & counties are using or beginning to use RSS Feeds
to provide news and updates to citizens. For a number of
jurisdictions, RSS feeds were included as part of another
application, such as a content management system (CMS).
Almost ¾ (72%) are using or beginning to use Twitter to provide
– or “push” – news to citizens (and the media), especially
emergency and public safety alerts.
Almost ¾ (72%) are using or beginning to use Facebook to
communicate with citizens, actually targeting groups like youth,
seniors, visitors, neighborhood groups and library patrons.
How Cities/Counties Use Web 2.0
 57% currently are using or implementing YouTube, primarily for
promotion of events & programs to citizens & visitors, some for
government access channels.
 43% use blogs to target both citizens & internal staff
– Broad public blogs - closely managed
– Group blogs (arts, libraries) - more open
– Some started & stopped - poor participation & perceived value
 Wikis used internally (100%) for staff project management, information
sharing, and collaboration
 Only 2% are using Second Life
How Cities/Counties Use Web 2.0
 Oversight – 44% PIO, 32% webmaster or IT staff, 28% departments
 Use by Elected Officials – Some official – majority use on their own time –
Top tools are Twitter, Facebook, chats, and community blogs
 Participation – 47% usage small, 35% participation increasing
 Policies – Range from “none, we just did it” to a formal review process and
11-page policy
 Costs - Zero to minimal; staff time requirements minimal
How Cities/Counties Use Web 2.0
KEY ISSUES
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Consistency
Quality and accuracy of information
Legal concerns regarding public forums and public record retention
Personal usage by employees
Policy development
OBSTACLES
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Security
Bandwidth
Employee productivity
Coordination
Freedom of Information Act requirements
Priority shift of agency/department from website to tweeting and fans
Social Network
 A website through which people share interests and activities, and build social networks
or social relations; consists of a representation of each user (often a profile), his/her
social links, and a variety of additional services
 Examples: Facebook, Bebo, MySpace, LinkedIn, Friendster, Ning, Nexo, Classmates,
Habbo (teens), My Life, MyHeritage, Study VZ, Tagged - Wikipedia lists 177 major sites
Social Network / Microblog
Community Information Service built on the National Law
Enforcement Telecommunications System (NLETS) platform
– 99% uptime – integrates with Twitter
Social Network Coming Attractions
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Geotracking
Video(augmented reality)
Public Policy Debates
On-Line Voting
Smarter Phones/Mobile Computers
Beyond the traditional portal
Social Network Coming Attractions
• Video/Photo Sharing
• Emergency information from citizens via smart
phones
• Interactive data
• Interactive maps
• Webcasts
• Mobile Apps
The Latest Transformative Device – the iPad
Mobility (iPhone Example)
Government Serving Citizens
High Speed Trains like High Speed
Broadband?
USA
Poor Tracks = Poor Speeds
Asia
Good Tracks = Great Speed
Social Network Concerns
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How do we “Listen?”
How do we respond?
How do we weigh intensities of “feelings”
How (where) do we store data and video?
How do we react to inaccurate, misleading and false
information?
• How do we react and or pro-act in an instantaneous
environment?
• How do we manage expectations? Rage?
Social Network Concerns
• Does everything need to go to one place???
• Should we advocate having elected leaders have their own
social media presence?
• Where does policy, administration, politics converge?
Policy Considerations
• What is your policy on social media?
– URL links?
– privacy & disclosure?
– citizen postings?
– Cookies?
– network security?
– government employees (general)?
– government issued laptops, PDAs, etc.
– restrictions to usage & communications?
– who is in charge of overall “communications”?
– who monitors social media, frequency, content?
In the end its all about
restoring trust!
Complementary Subscription…..
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