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Local government 2.0 Current practice and development opportunities Councils and councillors using social media now • This map created by Liz Azyan represents councils using social media. Some may be single instances of a twitter feed by a councillor. Others are more well developed. http://tinyurl.com/nj67j8 - last update 1 March 2009 Democratic engagement • In the face of low voter turnout, Socitm reported that County Councils saw their web traffic double at recent county council elections thanks to their provision of a sophisticated online election results service coupled with use of social media tools like Twitter, Facebook, RSS feeds and email alerts. (12 June 2009) • http://elections.derbyshire.gov.uk/ Virtual worlds for planning • Birmingham are building a new library in the city. It is likely that we will build that first in second life (in fact we’ve just begun to do that highlighting the development area on a 3D visualisation on the Birmingham Island is Second Life) so that citizens and interested groups can help shape the physical building by suggesting changes or better ways to organise resources within it. • Birmingham is also building a new park in the city centre and the planners think second life, and in particular the way we have used Google Maps within it, is a useful tool to examine the planning options for the park. So you can put the park in situ long before the first sod of turf is laid. • (Dave Harte, Birmingham) Birmingham ‘island’ in Second Life Engaging youth • Wiltshire County council and sparksite.co.uk with youth activities and user generated content Campaign and event promotion through social networking • A number of councils have used Facebook successfully for event promotion. Some councils have Facebook fan pages. Could use targeted, paid for advertising using Facebook’s customer insight. Aggregated Web2.0 output • Hillingdon’s Use of Friendfeed means it’s easy to see Twitter, Flickr (photo), and YouTube video outputs Community conversation • Simply opening comments to council news published online is a way of promoting conversation between citizen and government (Lichfield DC, Stratford DC, Kirklees) Community images • Stratford-on-Avon District Council has built a web2.0 powered image library of council images and photos taken by local people and visitors • http://www.stratford.gov.uk/flickr/ Youth engagement in positive activities • Stockport provides automated feeds of places to go and things to do for 13 to 19 year olds which can be received in a number of ways Council service blogs: libraries • Manchester libraries blog including a catalogue search function and podcasts • http://manchesterlitlist.blogspot.com/ Councillor blogging • Mike Freer, Leader of Barnet council uses his blog to communicate with local residents. Content from area meetings is shared so the conversation can continue online Regulatory services • Councils in Staffordshire are taking “scores on the door” online with user feedback, directions and more • www.ratemyplace.org.uk Mapping • Localised mapping of council and community services, crime, etc. • Local Authority Mapping Collective is a group of gov.uk practitioners starting to share practice and advice Encouraging Councillor engagement • Tweety Hall - a national index of Tweeting councillors (further development required to help citizens contact councillors not on Twitter) • www.tweetyhall.com • http://cllrtweeps.com/ is another site which indexes councillor Twitter usage Encouraging Councillor engagement • Civic Surf is a blog-coaching programme for councillors - similar coaching and mentoring programmes could be developed or enhanced • (for officers, too!) • http://civicsurf.org.uk/ Local Listening Post • A number of councils have been developing tools which allow them to follow local conversations on social media. This enables them to identify where there are complaints, great ideas, a well-spring of volunteerism or perhaps a major service gap. An open example is: • http://www.pageflakes.com/kir kleescouncil/26314887/ Social marketing via social media • Social marketing for behaviour change can benefit from easy to pass on, inexpensive or user produced viral campaign content. • NHS Leicester City and teen pregnancy partnership produced a video with over 500k YouTube views Social media and CRM interoperability • CRM and IT Managers complain bitterly about the cost of pulling in information from third party social media complaints sites like FixMyStreet.com. We need focused technical research on how to overcome this problem and to raise awareness among IT and CRM managers to ensure that third-party CRM providers are delivering solutions which can handle input from third party sites. Geo-spatial customer insight • Andrew Hudson-Smith of UCL has developed a number of geo-spatial tools, including a mood mapper which involves a mash-up of online maps and user feedback. This has been used by the BBC to map how people are affected by the credit crunch and could easily be developed for local authorities to use supported by social media and traditional communications approaches. Community interactive maps • Interactive map with transport and community information based partly on user generated information • (this is an independent project) They work for you (for local government) • They Work For You is a MySociety project which allows citizens to find, monitor and message their MP • LGA, IDeA and Leadership Centre sponsored the development of Tweety Hall, but this service could be developed further to identify the social media activity of councillors and provide a contact point for serving councillors. It could provide an aggregator of councillor blogs, rolling Tweet stream and more. Guidance • Clear, concise and accessible guidance which outlines the potential benefits of social media for local government and how to use it for a number of different audiences For example: Social media for councillors Social media for council communications teams Using social media for customer insight and performance improvement Social media to support local democracy and community engagement. Social media for social marketing (e.g. behavioural change, important for partnership outcomes). • Tailoring existing guidance, developing new guidance in the gaps Social marketing and communications toolkit • Allied closely to any guidance or training, this would be a hands-on kit of free to use tools which would support councils in adding social media to their existing approaches to consultation or social marketing (important for behaviour change and delivering better outcomes). • (Social by Social a publication targeted at voluntary organisations. See http://www.socialbysocial.com) Community of Practice development • Develop and promote existing Communities of Practice for local government practitioners looking to network and enhance skills, with dedicated facilitation and live events • Participate and encourage collaboration with pro-social communities of practice, including local government innovators, which network through Twitter and other social sites and events Online campaigns: Raise the profile, encourage participation • Develop and support national online campaigns to help councils make use of simple social media tools • www.mashthestate.org.uk Innovation contests • New ideas could emerge through contests or events like SICamp (the social innovation camp) or the Show Us a Better Way contest • Some of these tools and approaches could be developed in a “hacker-day” event (or couple of events), bringing some of the best minds together. When technical people come together to work in teams to solve a problem or series of problems. http://uservoice.com for soliciting new ideas and engaging community to vote on best ideas. Apps becoming more ubiquitous Pay by phone gives motorists the flexibility to pay with cash or make cashless payments in a quick and convenient way. Potential for lowering transactional costs. Redbridge I is a personal portal for citizen engagement with the council. Citizens have their own user account. www.localgov.pbwiki.com http://sandbox.dius.gov.uk/digitalgovuk/ Social Networks http://socialmedia.21st.cc/ A portal with lots of information and resources for members/councill ors BarCamps Joining up back office and customer facing functions.... how NOT to do it..... In the News Spot the deliberate mistake The Story • A newspaper was within its rights to republish Twitter messages posted by a civil servant, newspaper self-regulatory body the Press Complaints Commission (PCC) has ruled. • The PCC ruled that because the material published related to the woman's professional life there was a justification for its publication and the article did not invade her privacy. • Sarah Baskerville was a civil servant at the Department of Transport who posted tweets to her Twitter account that could be seen by anybody. • The article related the content of some of her messages, such as those describing the leader of a course she attended as "mental"; describing her coping with "a wine-induced hangover"; and referring to a Conservative MP who in opposition had been a critic of Government waste. • Baskerville said that her comments were private and should not have been distributed to more than her 700 followers. When the Daily Mail newspaper published them far more widely they violated her reasonable expectation of privacy, she told the PCC. Keeping up to date If you want to keep up to date with social media use in government and local government, try: • http://socialgov.posterous.com/ • http://www.mysociety.org/ Or social media in general: http://sociable.net/ Questions?
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