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Government, Users, Customers, vendors and Web 2.0

I mashed up my avatar:. Government, Users, Customers, vendors and Web 2.0. Scott McPherson Chief Information Officer Florida House of Representatives. Chris Neff Vice President of Marketing NIC. Today’s breakout. Will NOT be “Death by PowerPoint” WILL be collaborative

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Government, Users, Customers, vendors and Web 2.0

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  1. I mashed up my avatar: Government, Users, Customers, vendors and Web 2.0 Scott McPherson Chief Information Officer Florida House of Representatives Chris Neff Vice President of Marketing NIC

  2. Today’s breakout • Will NOT be “Death by PowerPoint” • WILL be collaborative • WILL share experiences and some examples of Web 2.0 currently deployed in State and local governments • WILL be inclusive of everyone and his/her opinions • WILL aim for a “deliverable” set of concepts to take back to your agency

  3. How many of you: • Blog? • Have your own Website? • Download Podcasts? • Post on message boards under an assumed name, or avatar? • Instant message? • Have set up a Wiki? • Are going to set up a Wiki? • Have integrated your data into a Google map? • Then you made a “mashup.” • Get the Web on your phone? • Are listed on MySpace, Facebook or Linkedin? • Have an avatar on Second Life?

  4. What is Web 2.0, exactly? • New tools that explore the continuum between the personal and the social, endowed with flexibility which enables collaboration on an unprecedented, global scale. This transformative process can be recombined and built on to create new forms, concepts, ideas, mashups and services. -- Barb Dybwad of thesocialsoftwareweblog • The ability of people to use a range of information and communication technology as a platform to express themselves online and participate in the commons of cyberspace. – Pew Research Group

  5. What is Web 2.0, exactly? Examples are: • Wikipedia • MySpace • Facebook • YouTube • Flickr • Del.icio.us • FluTrackers • Blogflux • Second Life

  6. Who uses Web 2.0 innovations? • Younger workforce • Gives them a sense of empowerment • How to counteract apathy and indifference • Web 2.0 will be their legacy • MySpace, YouTube, other social networking sites are essential to their sense of community and sense of self-worth and self-esteem • We need to turn to our younger staff members for ideas on how to harness this paradigm shift for the benefit of the State of Florida.

  7. The “Jericho Phenomenon” • Series based on fictional Kansas town, dealing with life after multiple terrorist nuclear attacks upon US. • Series cancelled by CBS, despite winning its Wednesday night time slot against American Idol lead-in. • And cancelled, despite best ratings for CBS Wednesday 8PM time slot in seven years. • Show also had huge Web viewing market (450,000 watched Jericho episodes online).

  8. The Revolt • “Nuts!” • Over 40,000 pounds of nuts delivered to CBS offices in NY and LA • Orchestrated completely by online bloggers and spontaneous Website collaborations • Front-page stories in New York Times, Wall Street Journal, Los Angeles Times • CBS renewed the series for Summer 2008 but then cancelled the series for good this past March.

  9. Viral marketing, 1-18-08 and the LonelyGirl15 phenomenon • JJ Abrams’ “Cloverfield” project redefined viral marketing. It was one of the hottest things on the Web last year. • Lonelygirl15 was a totally Web-based drama series starring Jessica Lee Rose, who kept her jobs working at an Abercrombie & Fitch store and a TGI Friday's while filming the first few weeks of "LonelyGirl15." • But by September 2007, the series had created a sensation, with stories appearing in major media outlets. • Rose is now on a series on ABC Family channel.

  10. Web 2.0 advantages • What are the clear advantages to deploying Web 2.0 innovations within your agency? • What are some of the things you are currently doing in your shop/agency? Have you deployed: • Wikis? • Podcasts? • Blogs? • IM and SMS as productivity tools or as alternatives to email if Exchange or Notes crashes? How about IM/SMS for disaster recovery or customer service? • Other examples?

  11. Let’s talk about the positive role Web 2.0 can play to make government more accessible, more transparent and more responsive to the citizen and resident.

  12. Success stories & opportunities • Photo sharing for relevant agencies (Tourism, State Fair, Libraries) • YouTube videos & podcast instructions for vision/hearing impaired citizens • Dynamic-driven content & better searches • Customized RSS feeds • Real-time online customer service (LiveHelp) • Constituent-driven wikis/FAQs • BizRate-like service for eGovernment • New service delivery channels

  13. Seamy underbelly of Web 2.0 • Securing Web 2.0 • Social engineering tagging along as a parasite to social networking • Identifying data sources that should be shared • Vulnerabilities • Anyone have any war stories? • Lost productivity (How many hours a day do people spend on this stuff?) • Cyberloitering • Anyone have any war stories?

  14. Is Web 2.0 worth the risks? • Loss of employee productivity vs. making employees more accessible. • Potential loss of data vs. sharing information more readily with citizens and vendors • Loss of control (to some extent) • Proliferation of handheld devices vs. making it easier to contact people and, therefore, making them more productive • Trying to get in front of your users vs. always trying to catch up with them

  15. Key considerations • Activity vs. accomplishment – what is the goal? • Avoid bright, shiny objects • Sound policy development is critical • Understand this is not a perfect world • Anticipate public relations impacts • Test first, then soft launch • Bait & switch / what’s under the hood?

  16. Lively discussion time • We can always social network 1.0 near the FOOD.

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