Government, Users, Customers, vendors and Web 2.0

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

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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?

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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

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What is Web 2.0, exactly?

• Examples are
• Wikipedia
• MySpace
• Facebook
• YouTube
• Flickr
• Del.icio.us
• FluTrackers
• Blogflux
• Second Life

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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.

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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).

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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.

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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.

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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?

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Lets 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.
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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

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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?

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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

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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 / whats under the hood?

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Lively discussion time

• We can always social network 1.0 near the FOOD.