Archive for the ‘Web2.0’ Category
In the last few months Social Media has exploded. Newer tools such as twitter, Facebook, LinkedIn and MySpace have now been fighting for space in the corporate boardroom alongside blogs and traditional web-pages.
Different organisations take a variety of approaches as to when new technology should be implemented. These can be summarised by the innovation adoption curve…
The most useful phrase that I have heard when describing new technology and the debate when to implement is that some innovation can be ‘a solution without a problem’. I feel that this is true.
As social media is re-writing the rule book about engaging with customers a pro-active area is that of local Government engaging with citizens. Work from the IDEA and others in their wiki have been trying to understand the problems and how the solutions can be used to deliver them.
I want this to go to the next stage. Social media is changing the way that we live our lives and so we need to adapt our working practices to meet the way that the world is turning, this goes for Local Government too. My question is: how will Local Government change to meet the expectations of how citizens will expect to interact with their council?
Councillors have traditionally represented the electorate by being voted on to the Council. The council is then split into portfolios to enable a broad coverage and public representation of the issues affecting citizens. The portfolios then act as governance for the various departments within the Council, ensuring that any plans represent best value, deliver required services and the needs of the citizen are met.
With the growth of social media resulting in a reduction of the formality required to interact with anyone, how should councillors change their traditional ways to embrace this new dimension. I think that it is now time to review the structure of councillors and their role within the community; if they’re not willing to embrace social media then they are not representative of their ‘customers’.
Before I am shouted at – not everyone is using social media! However a growing majority is using social media and can now interact in a way that was limited before.
My question to councils is do we really need to have so many councillors? Why can’t we open other channels of communication to allow citizens to speak with their own voice, rather than that of an unknown individual? Councillors are supposed to be the voice of the community, but how do they listen to that voice? (The answer is not anyone can talk to me).
Councillors should be listening to the community, understanding how the community talks, going to where the people are. The online community is growing, national ideas are filtering into local issues and local voices are looking for answers from their Councillors.
If you had the chance to redesign your local council – how would you do it?
By the way… When was the last time you met your councillor and were they representative of you?
Till next time,
I recently attended a conference in Manchester discussing the uses of Social Media in Local Government.
The event was using a twitter hashtag to gather comment from members of the audience and also those who could not attend the event.
I was lucky enough to be video interviwed for the event and you can see what I had to say here…
You can find out more about the event from this site www.psfbuzz.com
Till next time
I am typing this blog entry while sitting on a train heading to Manchester for, if I remember rightly, a training session on how to use a collaborative working tool for the benefit of local authorities. As I look around me I can see a number of people all probably heading the same way for a variety of reasons.
Let me just point out a few things – I first got on to the platform at 6.15am this morning, the session is due to start at 10.00am this morning, I am having to travel at peak time, I will be returning at 4.00pm (again at peak time) and will not get home till approximately 6.30pm. It will be a long day.
The big question for me is why am I doing this..? It is not a case that the training I will get will not be useful or beneficial, it is more of the issue is there a better way to deliver this training, or meeting without me incurring both the financial expense of traveling and also the tiredness that will come with it.
Tools do exist that will enable organisations to collaborate without having to leave the office, however as it requires some investment in ‘internet’ technology many organisations are sometimes afraid to even try it. Web technology such as webex and Microsoft Live Meeting in it’s basic sense combines the telephone with a presentation, allowing the parties to see and hear what is happening and interact in the same way they would in a meeting. In a more advance setting it can combine multiple participants and also video conferencing. All without the travel costs.
There is a lot to be said for the ‘face to face’ meeting, and there may still be occasions that this is necessary, however an organisation must ask itself just how many of these meetings are really necessary. In addition who is to say that the ‘client’ is going to be available to meet with the business at a suitable time and place.
When businesses are looking for efficiencies alternatives to days out of the office must be investigated as the cost is too high. I recently read an article about companies who were ‘ditching’ their weaker customers and focusing on their more efficient, easier to please, clients. This goes along with the saying that 20% of your customers take up 80% of your resources. Imagine the case if a low return customer is demanding regular face-to-face meetings in a different part of the country every month. How much will this cost and how much will this contribute to the organisation? Would it better to ditch the customer if they are costing more to service than a customer who does not contribute as much financially, but costs much less to manage?
The middle ground does exist and that is to cut down on those travel expenses by utilising technology that is readily available to both small and large organisations. It is a simple business case does the savings from travel outweigh the benefits of investing in web technology to deliver the same meeting functionality?
I would recommend that businesses of all sizes take a serous look at what they can afford and how they can utilise existing technology to save on meetings.
Till next time, I’m going to try to enjoy the view – of Crewe!
There has been a lot of talk recently regarding ways for Local Authorities to embrace ‘social media’, ‘web2.0’ and other key words such as ‘engage’ and how they can deliver better services by using technology. Although some people are passionate about embracing new ways of working there are still plenty out there that are not yet ‘with the programme’.
I was recently brought into a discussion about web forums and how they might be used in a local authority to try to engage the staff to feedback ideas to improve the council. What I learned from these discussions was not so much that there was negativity towards working differently, but it was more the fact that some people did not even know that an alternative solution existed, let alone what to do with it.
In my experience those at the coal face are usually quite good at creating the business case for a new tool or a process if they understand what it is all about. The biggest challenge is getting that message understood by those that can and will make a difference by using the tools. I talked recently about the role of the Business Analyst and how it was important that they were a translator between ICT and the business area. It is this skill that is essential when trying to promote new technology, translating the tools into words that the end users will understand. There is a key question that needs to be answered ‘What’s in it for me?’ if that cannot be answered then the changes will stay on the shelf.
Tip 1 – When trying to get business buy-in ensure that you can relate the tool to the individual that you’re talk to.
Secondly, and this is always the biggest problem to overcome, is culture. Moving towards a 21st Century way of working means changing the culture of an organisation to understand what is happening ‘out there’ in the world.
We are living in a very exciting time. The world of social media, micro-blogging and user engagement is expanding at a rapid rate. This means that our next generation of workers will be web aware and will be expecting to deliver their tasks using the tools that they use on a daily basis. Think if you were changing jobs and you got offered 2 positions, exactly the same money, benefits etc.. however one company expected you to work with a typewriter and post letters while the other gave you a laptop with email. Who would you work for..?
Currently organisations, and local authorities in particular, are in a battle of culture. Councils are never going to be seen as leading edge adopters of technology (some would say that they could be compared to scavengers coming along after the battle has been fought and and grabbing what they can) and as such councils are never going to attract the risk takers that can deliver the wins expected by the private sector. The downside of this is that they have become risk averse and failing to keep up with the expectations of the public. The culture needs to change, and to do that education is required.
In discussions I often break an organisation into 3 key elements:
Each element is just as important as the others and no one element can save an organisation, they have to work together and constantly evolve. It is often the case that organisations throw money at technology expecting it to deliver but without the people understanding why they are using the technology or how they will use the technology it is a waste of money.
Changing the culture means changing the people – this could be both figuratively or literally. Are you willing and capable to change the culture..?
Tip 2 – Be expected to change people to change the culture.
I mentioned above that to advance we have to understand what we are delivering but also be willing to change the culture to ensure that it evolves with us rather than against us. The big question for us now is – where do we start?
A number of sites have been publishing top tips recently about where to find information a couple are below…
- LGIU – The local democracy blog – see this entry for a discussing on Twittering – Twitter top 10 – Local Government
- FutureGov see this entry for a discussion on a web enabled government – The GovWeb wish list
Another exciting recent development has been the advertising of the post of a Director of Digital Engagement for the Cabinet Office. This post will be there help change the culture and educate local authorities to how it is possible to embrace the future and build the business case.
Till next time.