Today's web 2.0 conference so far

SimonGeneral9 Comments

Today I’m at the Public Sector Forums web 2.0 conference in Manchester.

Conference picture

First up was Mike Saunt from Astun Technologies – setting the scene for the day with his thoughts on social media in public sector use. Early on Mike questioned whether people would want to follow council news on Twitter – it’s a fair question, but my take is that so far 272 people are following @medway_council on Twitter – it won’t be everyone’s desired way of hearing from their council, but if it reaches people who may not traditionally have received information from a council then it’s a good idea, especially as the barriers to entry for a basic news Twitter feed are quite low.

Mike’s presentation highlighted some examples of social media in use today:

  • Planningalerts.com – a good service for the end users, but Mike challenged the audience to think about the impact of a third party controlling the customer interaction
  • The much discussed FixMyStreet – again a third party service that’s providing a customer service interface between a council and its residents
  • Mashing up BBC Travel News live with Google Maps – via a bit of scripting to create traffic news maps
  • Cleveland Police – providing location based information, albeit not tagged with standards-compliant location data

Mike also had a useful example of how introducing location-specific information on a website (for waste and recycling) actually reduced inbound phone calls by around 1000 calls per month – a really good example of how effective use of the web can reduce avoidable contact (NI14).

Mike’s presentation concluded with a call to action for local authorities to free up their data, providing open and appropriately tagged RSS feeds, so that community can make the most of data in ways that suit them, rather than on the council’s terms.

Second up was Simon Smith from CMS suppliers GOSS Interactive.

Simon talked about how people’s expectations of how they receive information are changing, and that means we need to think about integrating these tools into what councils do on the web.

Simon also suggested that people don’t want to come to council websites to do stuff (which I’d argue with to an extent), which suggests councils need to get out there interacting where the people are already (which I’d agree with wholeheartedly).

The question of accessibility on third party social media sites like YouTube and Flickr is also worth considering – the public sector must make its content accessible to all, yet using social media sites alone doesn’t fulfill that obligation.

The value of RSS also formed part of Simon’s talk – along with being prepared for that data to be reused, possibly in ways that the council may not have originally envisaged. For me that’s an important point: opening up access to data isn’t just about providing feeds for everything, it’s about preparing the organisation culturally for a new level and speed of scrutiny from people who haven’t traditionally been empowered to scrutinise public sector activities – something that was traditionally the domain of mainstream media.

GOSS was also behind the www.nottinghamcc.gov.uk website, which features extensive user customisation opportunities – something I’ve questioned the value of before. Simon was honest enough to admit no-one knows if it’ll work or not, but in his view it’s an approach worth trying. For the record, I’m not convinced about the value of widgety, customisable council homepages – because I think most council website users are probably very task focussed and visit fairly infrequently – so we should focus on making it easy to find the right information and conduct transactions online rather than letting people customise their own homepage.

9 Comments on “Today's web 2.0 conference so far”

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  3. Shane McCracken

    Simon,

    What were the impacts mentioned about PlanningAlerts? I don’t know if it was you or Mike Saunt that used “control”, but PlanningAlerts doesn’t control interaction. It simply distributes information that previously was poorly distributed. The de facto choice of PlanningPortal did not deliver for citizens as well so a need was perceived and a solution built. For free.

    Shane

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  5. Simon

    Hi Shane,
    Not sure if control was Mike or me – it was a bit frantic getting it all down as he spoke and I may not have captured all the nuances quite right!

    The context in which planning alerts was mentioned was as while it’s a great site for users, this shouldn’t actually be necessary if it was done properly in the first place by councils. Mike’s challenge to the audience was to think about what impression it creates of the council because the planning alerts site does a better job than the council itself.

    cheers
    sw

  6. Shane McCracken

    Thanks for the explanation.

    I wonder what the first reaction from councils would be. Would it be to build a better interface to better communicate planning issues or to provide the planning data in a standard format so that anyone could use how they thought best?

    1. Ahbab

      Thanks for the post. We are experimenting with siocal media at Brighton & Hove City Council. In fact we have been noted as out-tweeting all other city councils Twitter.com. The virual informal centre for government online sounds like a great idea. It would be very interesting to share knowledge and see how other authorities are using siocal media to engage with people and communicate through the recession.

  7. Simon

    I think both are important – making data available in standard formats should be an underpinning principle for all council websites. As for need to build a better interface, I think councils should, but equally with an efficiency/joined up hat on I’d question if there’s something that meets requirements in a different way from each council building their own, then that’s worth investigating.

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