Difference between revisions of "Web 2.0"

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What is Web 2.0, and how can it be used to engage citizens and stakeholder groups in governance?
 
What is Web 2.0, and how can it be used to engage citizens and stakeholder groups in governance?
  
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That is the theme of a talk Dr. David Newman gave at the [http://www.idc.com/getdoc.jsp?containerId=IDC_P13798 IT in Government 2007, Northern Ireland] conference.
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That is the theme of a talk Dr. David Newman, of the [http://www.qub.ac.uk/mgt/ Queen's University Management School], gave at the [http://www.idc.com/getdoc.jsp?containerId=IDC_P13798 IT in Government 2007, Northern Ireland] conference.
  
 
==Learning from each other: engaging stakeholders using Web 2.0==
 
==Learning from each other: engaging stakeholders using Web 2.0==
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How do know that your customers are satisfied with your services? Should you be doing things differently? What do stakeholders want from government? To find out, you need to engage citizens. We now have ICTs that you can use to learn from stakeholders. With two-way communication, people don't just read what you tell them, but can tell you what they think is important. Dr. Newman will show how Web 2.0 tools can be used to acquire and manage knowledge from many people inside and outside your organisation, based on his extensive research into e-consultation.
 
How do know that your customers are satisfied with your services? Should you be doing things differently? What do stakeholders want from government? To find out, you need to engage citizens. We now have ICTs that you can use to learn from stakeholders. With two-way communication, people don't just read what you tell them, but can tell you what they think is important. Dr. Newman will show how Web 2.0 tools can be used to acquire and manage knowledge from many people inside and outside your organisation, based on his extensive research into e-consultation.
  
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*What is new about Web 2.0?
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#[[What is new about Web 2.0?]]
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*Uses of Web 2.0 in e-government
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#[[Uses of Web 2.0 in e-government]]
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*E-consultation
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#Our work on e-consultation: [http://wiki.e-consultation.org/ study group] and [http://www.e-consultation.org/ research project]
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*Innovative ways of using Web 2.0 in e-consultation
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#[[E-consultation and Web 2.0]]
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*Developing lasting relationships
 
  
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===What is new about Web 2.0?===
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===Further reading===
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*1.0 Worldwide web 1st generation
 
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**1 -> many
 
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***One person writes the content.
 
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***Many people read the pages.
 
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**Need to write in HTML + graphics
 
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*1.5 Content management systems (CMS)
 
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**Small teams -> many readers
 
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***Each writer works on a different page
 
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***Designers and programmers work separately on overall system, not each page.
 
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**Get easier for writers to use, but still need training.
 
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**Examples: [http://www.direct.gov.uk/ DirectGov], [http://www.greens-in.org/ Green Party in NI]
 
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*2.0
 
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**many -> many
 
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***many people write or upload content
 
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***many others read and sometimes comment
 
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**Much easier to write
 
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***Better usability, no training needed (at most watch a 5-min. video)
 
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***Can set up an account with a service provider such as blogspot or Facebook, or install easy-to-use software like WordPress.
 
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**Examples:
 
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***Blogs: [http://www.sluggerotoole.com/ Slugger O'Toole]
 
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***Social networking sites: [http://www.facebook.com/ Facebook], [http://www.bebo.com/ Bebo] (e.g. [http://www.bebo.com/Profile.jsp?MemberId=1873759274 Michele Smyth], [http://www.bebo.com/Profile.jsp?MemberId=3523868408 Alderman Wilson])
 
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***Share photographs: [http://flickr.com/groups/69356525@N00/pool/tags/belfast/ Flickr]
 
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***Upload videos: [http://www.youtube.com/watch?v=hnNoc0I_LOo YouTube].
 
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**Comments build conversations
 
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***Not just a quick information fix: interactive
 
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***Not just simple instant transactions: ongoing relationships
 
  
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===Uses of Web 2.0 in e-government===
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*[http://www.e-consultation.org/ www.e-consultation.org], including:
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*Internal knowledge management
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**[[Main Page|Guide to e-consultation]] (particularly the [[examples]] and [[technology classification]]),
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**Communities of practice, bringing together people faced with the same problems
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**and the [http://www.e-consultation.org/files/ecrp_report.pdf research report].
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***E.g. Dutch police in different forces discuss how to close down a cannabis farm
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*[http://www.icele.org/ International Centre of Excellence for Local eDemocracy].
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**Technologies: information exchange over e-mail lists, discussion forums, chat systems, ...
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*[http://www.dowire.org/ Democracies Online].
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*Inter-organisational joint projects
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*[http://www.netties2007.org/egov/papers.aspx EGOV 2007].
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**Collaborative work, including project planning, budgeting, joint report writing
 
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***E.g. when setting up shared services
 
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**Technologies: collaborative writing using Lotus Notes or wikiwiki software, CRM and project management portals, Google spreadsheets, version control software (cf. services for software developers at [http://sourceforge.net/ Sourceforge).
 
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*Engaging with stakeholders
 
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**Complaints and compliments, public consultations, neighbourhood forums, supporting the work of councillors and assembly members, planning circles, ...
 
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**I.e. every time when government learns from people outside government (-> organisational learning)
 
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**Technologies: see [technology classification]
 
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===E-consultation and Web 2.0===
 
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Compare these two sites:
 
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#[http://www.consultationni.gov.uk/ Northern Ireland Departments Consultation Register]
 
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#[http://wheel.e-consultation.org/ The Wheel's Active Citizenship Consultation]
 
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#A very traditional web site that,
 
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#*puts on-line the paper-based process,
 
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#*requires people to read long PDFs in sometimes difficult language
 
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#*in most cases expects written replies on paper.
 
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#A story-collecting site that,
 
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#*collects personal experiences of what it is to be an active citizen in Ireland,
 
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#*used to build up a more subtle picture of today's citizens,
 
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#*to include in a submission to the Taoiseach's Taskforce on Active Citizenship.
 
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====Collecting stories====
 
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The second is the Web 2.0 approach. It encourages ordinary people and workers to tell stories of what they think is important, rather than just answer the questions that officials worry about. Here we see reflective citizenship at its best.
 
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To succeed, such approaches require:
 
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*A willingness to listen to stakeholders in their own words, and reflect on what you hear.
 
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*Publicity to establish awareness among the stakeholder group.
 
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**(in this case, via the community and voluntary sector members of The Wheel)
 
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*A clear web site inviting visitors to participate.
 
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*Very easy ways of submitting content
 
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**(in this case, multiple channels: web forms, e-mail, SMS text messages and voice mail recordings)
 
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Another example is [http://www.patientopinion.co.uk/ Patient Opionion], which collects opinions and experiences from users of NHS services.
 
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====Discussing issues====
 
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Once you have discussions on a site, people can explore problems and suggest solutions.
 
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*[http://forums.e-democracy.org/ Issues forums]
 
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**have been developed for people to discuss local issues,
 
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**some of which are then taken up by officials or councillors,
 
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**to raise officially in council debates and committee hearings.
 
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====Mapping opinions====
 
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[[Image:Pbni map shankill.jpg|thumb|right]]
 
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We tried comparing conventional consultation with a Google maps mash-up.
 
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*The topic was the [http://www.pbni.org.uk/index/publications/consultation.htm Probation Board consulation] on their estates review.
 
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**Which probation offices or reporting centres should be closed, moved or opened.
 
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*They wanted the views of ex-offenders,
 
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**some of whom could barely read or write
 
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*We compared:
 
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**the conventional consultation document and response form, with
 
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**getting ex-offenders to add comments to markers on Google maps.
 
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*[http://www.communitywalk.com/map/5267 Community Walk map of NI probation office locations]
 

Latest revision as of 23:22, 20 November 2007

What is Web 2.0, and how can it be used to engage citizens and stakeholder groups in governance?

That is the theme of a talk Dr. David Newman, of the Queen's University Management School, gave at the IT in Government 2007, Northern Ireland conference.

Learning from each other: engaging stakeholders using Web 2.0

Dublin how loud speak.jpg

How do know that your customers are satisfied with your services? Should you be doing things differently? What do stakeholders want from government? To find out, you need to engage citizens. We now have ICTs that you can use to learn from stakeholders. With two-way communication, people don't just read what you tell them, but can tell you what they think is important. Dr. Newman will show how Web 2.0 tools can be used to acquire and manage knowledge from many people inside and outside your organisation, based on his extensive research into e-consultation.

  1. What is new about Web 2.0?
  2. Uses of Web 2.0 in e-government
  3. Our work on e-consultation: study group and research project
  4. E-consultation and Web 2.0

Further reading

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