The document discusses how governments are shifting to a more citizen-centered approach and using digital tools to engage with citizens. It notes that citizens now act as collaborators and partners rather than just users, and governments are recognizing they need citizens' input to address complex problems. The document provides examples of governments using tools like YouTube, blogs and online polls to engage citizens. It also discusses some barriers governments face in using digital tools and provides recommendations like measuring web traffic, collaborating across agencies, and integrating digital media into overall communication strategies.

1. Sunset Seminar Series 9 December 2009

2. 9 December 2009 Times have changedCommunicating in a citizen-centred environment

3. “ the role of a citizen has changed from user to collaborator to partner ”

4. “ Citizen-focussed governance is a natural and inevitable evolution in democracy ” Times have changed

5. “ Governments have realised increasingly complex problems are beyond their ability to manage alone ”

6. “ Active engagement and input from citizens to make services work better ” Times have changed

8. Make more information available, provide equal access to information across all sectors of the community http://www.qld.gov.au/right-to-information/ Times have changed

10. Times have changed Times have changed

12. Digital strategies have to be part of the over-arching communication strategy

13. May still require a top-down decision-making process

14. Require shift from a traditional public sector modelhttp://www.apsc.gov.au/media/briggs210509.htm Times have changed

16. Responsiveness

17. Cultural resistance

18. Security

19. Employee misuse

20. Bandwidth

21. Legal or systems

22. Guilt by association to third parties

23. Digital doesn’t feature in regular communication strategies

24. Leads to lack of consistency across councils, government, etc Times have changed

25. Web 2.0 The Web 2.0 could be defined as a collection of open-source, interactive and user-controlled online applications expanding the experiences, knowledge and market power of the users as participants in business and social processes. Constantinides & Fountain, 2008 Social media are the social aspects of the web 2.0 applications: participation, openness, conversation, community and connectedness. SpannerWorks, 2007 Times have changed

26. Web 2.0 Times have changed

29. Spend just under 1.5 hours per day online

30. 79% of professionals spend 33 hours a week online

31. Total page views of 15 billion per month (30 billion minutes)

32. Demographics:

33. 2-17yrs 21%

34. 18-34 yrs 25%

35. 35–49 yrs 26%

36. 50+ 28%

37. European nations record the highest percentage of 18-34 yr usage

38. Australia records the fourth highest percentage of 50+ users in the world after US, UK and Switzerland Times have changed

39. Working with the Web

40. Times have changed

42. Monitoring online channels critical to safe guard reputationshttp://www.socialmediatoday.com/SMC/134185 Times have changed

43. Track your stakeholders Times have changed

50. Measure web traffic – understand your audience’s online habits

51. Collaborate – share information among agencies

52. Integrate digital media with conventional communication strategy

53. Develop appropriate web 2.0 communication protocols / set up digital service offers

54. Support and champion digital activityTimes have changed

56. Database of Social media use in US transport industry

57. Nielsen 2009 online media landscape

58. AIMIA Digital Services IndexTimes have changed

59. Times have changedCommunicating in a citizen-centred environment Open forum