Government and Social Media course

1. "frequent reader" suresh GreatMystery14 Suresh S. soody soody www.facebook.com/sureshsood ssood Hero5! twitter.com/soody www.bravenewtalent.com/talent/suresh_sood www.linkedin.com/in/sureshsood scuzzy55 GeektoidMangala suresh.sood@uts.edu.au http://www.slideshare.net/ssood/G-social

2. 2

3. MX , 19 July 2011 3

4. Detecting flu trends using search engine query data (intentionality) 4

5. Twitter and Predictions Tweets is “found data” without asking questions More meaning than typical search engine query Large numbers of passive participants in natural settings Twitter can predict the stock market (Lisa Grossman, Wired, Oct 19 2010) Predict movie success in first few weekends of release “…it also raises an interesting new question for advertisers and marketing executives. Can they change the demand for their film, product or service buy directly influencing the rate at which people tweet about it? In other words, can they change the future that tweeters predict?” Tech Review, http://www.technologyreview.com/blog/arxiv/25000/ 5

6. Geo Distribution of Storytellers & Bloggers 6

7. Travel Category: Blog Sources, Day of Week and Social Linkages 7

11. Social CRM integrates social data 11

12. 12

13. …Blogs are like conversations with friends. You share what you feel and what excites you about certain things. It's almost as good as being there. The fact that others can Google your topic and read is like tuning into a television station. We all want to know what's out there. Who's doing what, shopping where and what products help others. Blogs are just another way to share all the great things, not so great things and just a part of who we are. An outlet if you will. The blogisphere community is all connect and we make contacts in many ways. Through posts, through twitter conversations, through smaller nit community's, live web casts, and through conferences that we met in person. We make many friends and help each other with lot of topics. Many of us are Mom bloggers who stay at home and have no way of making new friends or communicating with others until we found blogging. Blogging creates friendships and that's what makes us real and connected. 40 year old Mom blogger “nightowlmama” (#260) 13

14. Theory and Research on Consumers’ Reports of Interactions with Brands and Experiencing Primal Forces, Suresh Sood, 2010 14

15. Social Media Marketing Practice is not Conventional Marketing “a many-to-many mediated communications model in which consumers can interact with the medium, firms can provide content to the medium and, in the most radical departure from traditional marketing environments, consumers can provide commercially oriented content to the medium.” Hoffman & Novak, 1997 15

16. The Content is the Audience In speaking about the mass media of the day, McLuhan stated “the content is the audience.” It’s an amazingly prescient statement. While the mass media most prominent in McLuhan’s time incorporated a one-to-many broadcast model, he understood that ultimately it was still up to each audience member to control their intake of that media, and to contextualize it in a way that made sense in their own world view. Facebook and the like simply extend this natural capability that media in general (and the people who consume media) have. Social media explicitly take the one-to-many and make it many-to-many. The content of social environments is the same as the content of a house party, or a coffee shop. They are about you. In fact, ALL media have ALWAYS been about you — they are about what you choose to pay attention to how you make sense of it in your life. McLuhan saw that half a century ago. Others are still figuring it out. Source: http://mediadriving.com/2009/01/26/what-marshall-mcluhan-knew-about-social-media-that-technology-experts-today-dont/ 16

17. Stories and Listening to Brand Attributes Your own stories are ego centric Stories others tell about you to friends and associates (future prospects) are powerful What vocabulary do others use What do others tell about your skills What stories do you tell about others Brand attributes of your government organisation are what others write and repeat 17

18. First Step Monitoring [Brand] Conversations & Tips Social Media Dashboard All social media sources relating to brand RSS technologies Mashups (e.g. YouTube, Flickr, Twitter, Nielsen, Google ) Weak Signals Twitter early warning in advance of blogging Set up comprehensive Google Alerts Set up a feed reader with relevant blogs and new feeds Use Twitter Search to follow hashtagsand keywords in Twitter streams Start immediately (~3 mins) with Netvibes and vocabulary 18

20. Collects info from Twitter, blogs, and other RSS sources

21. Allows for easy sharing

22. Info all in one spot

23. Less real-time (both benefit and drawback)

24. Track what’s read/not

25. Powerful: Star, share, email, tag, notes, trends

26. LinkedIn - Job changes, New connections, Updates and Groups19

27. Google, Facebook and Twitter is My Newspaper 20

28. Social Search 21 Social Networks Search Engines indexing and archiving social content in realtime people you know recommended links from Google + posts Semantic related content Zemanta

29. How to Participate in Conversations Conversational calendar Keywords/Vocabulary online & offline What topics do your citizens care about ? What topics are trending in your industry Monitor existing social media via dashboard e.g. Fbook or Twitter Use complaints or opportunity to discuss solutions Become an expert providing service through social exchange 22

30. Online Citizen Engagement with Australian Government “…a world-class public service must meet the needs of citizens by providing high quality, tailored public services and by engaging citizens in the design and development of services and policy. In an era of rapid technological advancements, customers expect greater service quality from the public sector, just as they expect it from business. At the same time, advances in information technology enable governments to not only deliver services in a more citizen-friendly manner, but to incorporate citizens’ ideas and perspectives into service delivery… Services for citizens need to be better integrated and more appropriate to citizens’ life experiences and needs. Citizens are increasingly mobile and businesses operate across both domestic and international borders…An important component of open government is enabling citizens to collaborate on policy and service design. Proposed reforms include conducting a citizen survey to collect feedback on citizen’s satisfaction with government service delivery…” Ahead of the Game: Blueprint for the Reform of Australian Government Administration, March 2010

31. The User Generated State – Public Services 2.0(Charles Leadbeater and Hillary Cottam) “…They [Australian Public Sector] must harness the tools and capabilities especially of interactive and social technologies of “Web 2.0”, to deliver the mix of better policy, improved services and new levels of citizen engagement and participation that are the hallmarks of good government in a more open and connected world. Participation should unlock the solution to more effective, personalised solutions that deliver value at lower unit cost than top-down professional services. Improving public services will balance earlier models of contestability and competition with the use of social media which, made possible by the Internet and drawing on instincts for open and collaborative communication the advent and rapid spread of social media is going to be powerful as another way of shifting the focus back to citizens and service users. Social media is likely to be both useful and effective in increasing pressure on agencies to better structure their surveying of client needs and satisfactions. IPAA recommends that the federal Government adopts the initiatives outlined in the Government 2.0 Task Force Report, that agencies should experiment with “crowdsourced” methods for better input by staff and service users for service design and policy innovation and explore new models of accountability for more open and networked model of government and public policy”. The Future Course of Modern Government an IPAA Policy Paper (April 2011)

32. http://gov2taskforce.ideascale.com/

33. The Future of Joined-up Public Services, Patrick Dunleavy, Published by the 2020 Public Services Trust, June 2010 “…it seems doubtful if the UK as a country can any longer afford to fund and sustain an overly complex architecture of services provision…Yet the future will in all probability require far more extensive and more radically thought-through changes, in particular focusing squarely on achieving in the public sector some of the positive ‘disintermediation’ experiences of digital-era changes in the private sector …and co-production with citizens and civil society, and towards radically digitalised modes of citizen-government contacting and ways of organisinginternal government sector processes. So far the digital wave has only lapped against some of the roughest edges of public services. It has a great deal of momentum still to run in helping to simplify the landscape of public services in which citizens and businesses operate, and in which government officials and politicians themselves try to understand and positively shape societal development”.

34. Digital Divide 2.0 Before selecting the best tools and tactics to work with citizens we require to understand: Where are citizens online? What citizens expect from government ? How citizens prefer to be engaged ?

35. 2011 Australian Social Media Data 28 Mobile internet 50% penetration amongst online Australians in 2010 35 % penetration of smartphones among online Australians 8% of online Australians use tablet [ end 2011 forecast 24% +] 71% accessing audio or video content online in 2010 and 35% on a weekly basis 3 in 4 online Australians tap consumer opinion about brands, products and organisations, found in social media 63% have Facebook profile 46% have clicked the Facebook ‘Like’ button for a brand, product, org. 43% share their opinions about brands and products via social media 53% engaged with a brand or company on a social networking site 36% engaged with government or politicians on a social networking site Source: Burson-Marsteller Asia-Pacific Social Media #Infographics H1 2011 August 2011 Source: Nielsen State of the online market: evolution or revolution? March 2011

36. Australian Facebook Demographics (Source:socialbakers.com) 29

37. LinkedIn Over 120 million users 26m+ members in Europe 6m+ members in the UK 2m+ members in France 2m+ members in the Netherlands 2m+ members in Italy 1m+ members in the DACH region (Germany, Austria and Switzerland) 1m+ members in Spain 10m+ members in India 4m+ members in Canada 4m+ members in Brazil 2m+ members in Australia 2M+ professionals in Australia (~40% + of professionals) Widely used in Financial Services (Sydney, Brisbane & Melbourne) Australian member usage ~ 8 minutes per month 6.5 million students and 9 million recent college graduates More than 2 million companies have LinkedIn Company Pages. 30 affluent & influential membership.

38. Offline or Online ? The two forms of communication have unique strengths and limitations : convenience and choice of online tools emotional impact of a face-to-face conversation “There’s a growing body of evidence that suggests the most powerful applications merge online and face-to-face interaction, switching seamlessly from one to the other.” (Public Agenda, Promising Practices in Online Engagement, Alison Kadlec, Scott Bittle, and Chris Haller)

39. Relationships Matter “For the public, being able to reach someone who listens to you and treats your ideas and questions respectfully is another important dimension of accountability. Based on what we learned in these focus groups, this human connection is generally more meaningful to people than accountability measures like performance indicators and progress on benchmarks. For most people, not being able to talk to someone is a signal that the institution doesn’t genuinely care about the public”. “How An Overreliance On Accountability Could Undermine The Public's Confidence In Schools, Business, Government, And More”, A Report from Public Agenda and the Kettering Foundation,2011

40. WHAT DO CITIZENS WANT ? A Relationship Promptness Promises Kept Kept Informed Follow Up No Surprises Do It Right First Time Accessibility Responsiveness Knowledgeable People Source : Ray Kurdupleski, (ex-AT&T) & Universal Card Services case study, Bradley T Gale, “Competing on Value” 33

41. The Facebook Newsfeed (Stream) Being able to quickly parse through what your friends are up to, in line, and in reverse chronological order is the cleanest and simplest way to navigate a social net.(The News Feed - A Powerful UI Innovation, Fred Wilson, December 10,2007) Today we're ready to declare The Newsfeed the dominant internet metaphor of the day; the cascading waterfall of updates from your friends, with comments swirling even around those - that model is everywhere now! (Having Conquered Flickr & Yahoo, "The Newsfeed" Is Now the Dominant Info-Metaphor of Our Time, Marshall Kirkpatrick, Read Write Web, October 16, 2008) A method for displaying a news feed in a social network environment is described. The method includes generating news items regarding activities associated with a user of a social network environment and attaching an informational link associated with at least one of the activities, to at least one of the news items, as well as limiting access to the news items to a predetermined set of viewers and assigning an order to the news items. The method further may further include displaying the news items in the assigned order to at least one viewing user of the predetermined set of viewers and dynamically limiting the number of news items displayed. (US Patent 20080040673, Zuckerberg et al.) 34

42. Social Gesture @ Block Bookmark Check-in (Foursquare) Comments #tags (Un)Follow Like (Facebook) Share Pokes Retweet Reblog Status update (Un)Subscribe 35

43. Example: Outside London flat 36

44. Challenges Connecting with Council 37

45. Engaged Citizen looking for new ways to connect with Council 38

46. Challenge Today : Moving from Transactions Alone to Relationships Future State = Citizen Engagement (relationships) We don’t do this really e.g. User generated content, ratings, reviews, 1:1 dialogue Current State = Transactions We do this stuff well e.g. Fines, Service Fees … 39

47. Pyramid of Economics of Social Content Original Content = X Original Content + Ratings/Reviews = 2X Original Content + Ratings/Reviews + User generated content = 4X Source: Happe R. (2009) Social Media in the Enterprise, GigaomPRO 40

48. Moves to Citizen Facing Systems & Relationships Food Safety Offences (www.foodauthority.nsw.gov.au/penalty- notices/) publishing breaches in food safety to the citizens of New South Wales in Australia. Patient Opinion (www.patientopinion.org.uk/) facilitating dialogue between patients in the United Kingdom and the National Health Service http://sydney.mybikelane.com/ 41

49. The Engagement Opportunity: A Social Media Challenge Low engagement citizen (click on content : limited effort & no content generation ) Bookmarking Clicking a link to share info or start a discussion thread Video or photo viewing Rate a service Touch someone, teleport or gesture via avatar in Second Life (SL) virtual gov meeting Microblogging (Twitter) Commenting on a blog entry Write a review on a government service Create a video blog entry/vlog Build a new park in SL, allow avatars to vote on favorite aspects of park before taking to gov rep High engagement citizen ( effort spent on content creation e.g. take a video, create artifact ) 42

50. 43 Social Trash Cans, City of Lucern (Switzerland) Source: NeueLuzernerZeitung Online, 11. Mai 2011

51. March 2011 “Online Australians Shift To Social Networks” Most Online Australian Adults Use Social Media Regularly Increasing social media engagement 44

52. Communities and Networks – New Models & New Practices

53. UNICEF/Oxfam Haiti YouTube emergency case study : Priority vs. Quality Ewan McGregor UNICEF for the children of Haiti (21 Jan) Ian Bray Oxfam Haiti emergency appeal (13 Jan)

54. Volunteer and Technical Communities (V&TCs) CrisisMappers OpenStreetMap Sahana Ushahidi “…On the timeline of the Internet’s evolution, the 2010 Haiti earthquake response will be remembered as the moment when the level of access to mobile and online communication enabled a kind of collective intelligence to emerge—when thousands of citizens around the world collaborated in volunteer and technical communities (V&TCs) to help make sense of a largescale calamity and give voice to an affected population”. Harvard Humanitarian Initiative. Disaster Relief 2.0: The Future of Information Sharing in Humanitarian Emergencies. Washington, D.C. and Berkshire, UK: UN Foundation & Vodafone Foundation Technology Partnership, 2011.

55. Long-Term Engagement Infrastructurefor Government and Citizens •Wiki tools to post documents for public comments and joint editing • Polling tools to create and respond to surveys on relevant issueswith results available for public comment Crowdsourcing tools to issue calls for helpful ideas on specific issues and challenges Mapping tools for land use options presented by citizens, developers, planners, and public officials for discussion and assessment Publicizing the outcomes and policy impacts of public engagement efforts, both online and in traditional media Connecting online engagement efforts with face-to-face deliberations and other kinds of meetings

56. 1. Tools and Tactics – Citizen Engagement

57. 2. Tools and Tactics – Citizen Engagement

58. 3. Tools and Tactics – Citizen Engagement

59. 4. Tools and Tactics – Citizen Engagement

60. 5. Tools and Tactics – Citizen Engagement

61. “Elegant Organisation” You don’t start communities. They already exist. They’re already doing what they want to do. The question you should ask is how you can help them do that better. Bring them “elegant organisation”. Jeff Jarvis (2009) quoting Mark Zuckerberg (Creator of Facebook) in“What Would Google Do?” Harper Business 54

62. Social Objects 55 “Social Networks form around Social Objects**, not the other way around”. (** Term attributed to JyriEngstrom) MacLeod Hugh (2008) GapingVoid.com

63. On demand Webinar - Zipcast™ (Slideshare) Competes with GoToMeeting and Webex Meeting on the go Adds social to invite friends on Facebook and Twitter including chat postings on Facebook Hosts a meeting in less than 30 seconds Click Zipcast on any slideshare presentation Select Public or Private Start Zipcast & enable live video Cons – can’t record, schedule, register or take payments 56

64. No central editorial board or editor-in-chief. Create by dedicated volunteers or citizens donating time and expertise. Allows employees, citizens, passionate to collate and collaborate Web pages anyone you allow can edit Share best practice and knowledge Empower staff and value their experience Joint collaboration with Citizens 57 Wikis

66. Maximize outbound links

67. Set outbound links to be opened in a new window

68. Invite and encourage conversationFacebook Twitter 70 – 20 – 10 Engagement Model (Angela Maiers) 70% - Sharing others voices, opinions, and tools 20% - Responding, connecting, collaboration, and co-creating with like-minded Twitter colleagues 10% - Promoting and/or chit-chatting Profiles are for People Get a Page, Get Some Fans Use Groups for collaboration Use Events to Generate Attendance YouTube RSS Create a channel Tag your videos with keywords Embed videos in your blog and website Engage commentators Make sure content has an RSS feed Share RSS feed with site visitors, social network friends Use RSS feeds to help streamline social media workflow

69. Twitter Relationship to IM & e-mail Augments, does not replace Email – longer strands of asynchronous info IM – direct conversation, file sharing, video, screen sharing – Skype Phone – more complex messages; more critical conversations where tone is important 59

70. Twitter Tools & Applications CommuterFeed.comusers tweet traffic info Directory TweetStats 60

71. Best Practice Launching Your Own Social Network Service What is your social object ? Define your vocabulary Mobile Photos, Videos, Latest Activity, Members, and Events Keywords for discoverability Welcome centre FAQs Moderation e.g. suspend members, own user moderation Kick start with champions/evangelists/passionates Latest activity Giveaways e.g. book from authors/guest visiting library Monitor registrations Members/volunteers as moderators Link to main web site Promote content via email, Twitter & Facebook Share content on Facebook 61

72. Social Proof and Social Media influence High subscriber counts get more subscribers faster Lots of blog post comments end up with many more Social news with lots of votes and interesting headlines gets votes form others before being read Popular bookmarks get even more popular Retweeted content spreads even faster through further retweeting Recommended content more favourable than found Quality,quality & quality content spreads with social proof through reciprocity and liking establishing authority with people and Google Blogging Content creates bonding with customers 62

73. 0.1 0.003 0 5 0.2 1 95 99.8 99 63

74. 64

75. The Business Model Innovation Hub is where the management book bestseller Business Model Generation was written in collaboration with 470 participants.

77. The benefits of a house (“own”) COMMUNITY Social commerce Donations, gifts, e-coupons… Brand equity Build relationships in Australia Research & Development generate ideas, develop insights, test strategies Knowledge management generate, aggregate, disseminate organisational knowledge 67

79. Elgg is an open source social networking platform

80. Plugin-in based widgets and additions

81. No coding required if you don’t want to

82. Coding possible if you want to

83. some LAMP knowledge required

84. Profiles, Activity streams, (micro) Blogging, Groups & Discussions, Pages, Photo & Video Gallery… 68

85. What you will Get with Elgg Your Own Social Networking Site installed on your own servers on your own network for just your own employees and partners Tools Enabling employees to connect amongst each other in geographic location share and collaborate within company communicate externally with B2B partners Profiles, Activity Streams, Conversations, Blogging, Social Bookmarking Social Focus Rich profiles foster teamwork and build relationships that span boundaries such as the location, department and job functions. Expert location allows the ability to identify key people who have specific knowledge or strategic business relationships, both internally and externally Allows potential recruits to create profiles and upload references ready for HR or employment beyond face to face meetings Real-time updates on site groups channel activity e.g. a channel can be set up for all parties needing to be informed of special activities or for key executives to provide inputs for strategic plans Real-time microblogging style conversations with Twitter interactions permissible 69

86. Groups 70 Microblogging Real-time updates :on site, groups and channel activity. Rich, informative profiles for employees, managers and partners

87. Existing Elgg Implementations Government * The Executive Lounge * Hedgehogs.net * Hill and Knowlton * Institute of Executive Coaching * Interactive Games & Entertainment Association * Live Out There * UnltdWorld * Wiley Publishing * Oxfam * Royal College of British Architects * Australian Government * British Government * Federal Canadian Government * MITRE * New Zealand Ministry of Education * State of Ohio, USA * The World Bank * UNESCO * United Nations Development Programme * Canadian Employment and Immigration Union * Tides Canada Businesses 71

88. Tag Cloud of Paige’s Story About Travel to Paris Created from Daniel Steinbock’sTagCrowd under Creative Commons © 72 72

90. Notre Dame

91. L'Arc de Triomphe - 248 steps up and 248 steps down...

92. Champs Elysee

93. Jacquemart Museum

94. Louvre Lite

95. Musee D'Orsay

96. Les Invalides, Napoleon's Tomb and the Napoleon Museum

97. Sacre Coeur

98. Monmartre

99. Rodin Museum

100. Pompidou Museum

101. Train to Vernon, bike to Giverny with Fat Tire Bike Tours

102. http://www.fattirebiketoursparis.com/

103. Eiffel Tower+ 1.Gayle + 15." Michael Osman is an American artists living in Paris." "He supplements his income by being a tour guide." I" found out about him on Fodors" "So I engaged Michael for two days." + 2. Paige 14. "They had decide to come to Paris to find the Harley Davidson store so they could buy Harley Paris t-shirts." + 4.”The occasion was my cousin Paige’s 16th” 5. “I am a Canadian and get by in French.” 13."The father stretched out his cupped hands which held all of the pieces they were able to recover, including the memory stick and he very solemnly said, "El muerto...". 9. "I bought a Paris Pratique pocket-sized book at a Metro station. This handy guide has detailed maps of each arrondisement, as well as the metro lines, the bus lines, the RER and the SCNF (trains). I'll never be without this again." 6. "All I can say is WOW! We rented a 2 bedroom, 1 ½ bath apartment (two showers), "Merlot" from ParisPerfect http://www.parisperfect.com/ and boy was it ever perfect! " 12. Unforgettable Memories "This trip had so many memories, but here are a few choice highlights........On our very first night, knowing that the Eiffel Tower light show started at 10:00 p.m.... she [Paige] dropped her camera…down 6 flights…we were stunned…Spanish Family below standing below [with pieces of the camera]” 10."Six months before our trip, I gave Paige a couple of good guide books on Paris and suggested she let me know what her interests were since after all, this was to be her trip." 7. “We had a full view of the Eiffel from our charming little terrace. ....We were within walking distance to two metro stops (Pont d'Alma or Ecole Militaire) " 8. "We were walkable to many good bistros, cafes and bakeries and only a few blocks from the wonderful market street Rue Cler." 73

104. Iconic Sites & Scenes from Paris Blog Eiffel tour night show The Marais Notre Dame L'Arc de Triomphe - 248 steps up and 248 steps down... Champs Elysee Jacquemart Museum Louvre Lite Musee D'Orsay Les Invalides, Napoleon's Tomb and the Napoleon Museum Sacre Coeur Monmartre Rodin Museum Pompidou Museum Train to Vernon, bike to Giverny with Fat Tire Bike Tours www.fattirebiketoursparis.com/ 74

105. Linguistic Inquiry and Word Count (LIWC)Text Analysis : The Psychological Power of Words Pennebaker, J. W., Francis ME, Booth RJ. (2001). Linguistic Inquiry and Word Count (LIWC): LIWC2001. Mahwah: Lawrence Erlbaum Associates. 75

106. 76

107. 77

108. Publicity Effectiveness of Blogs versus online Magazines The results of the current study clearly show that the publicity effectiveness of blogs is higher than that of online magazines. The use of social media requires marketers to take a step back from traditional campaign thinking and focus more on relationship building. The study conclusively shows that the publicity effectiveness is superior in social media as compared to “traditional” online media. Public-relations practitioners end up in traditional media by reason of news-generating spectacular advertising campaigns, press releases, sponsored competitions, and the like. By contrast, for publicity to find a credible spot on blogs, placement efforts need to begin with genuine relationships with the bloggers. Finding “fashionable friends” online takes time and effort. The return of those investments, however, could provide marketers with a new kind of far-reaching effective publicity generated by blog producers who similarly devote both time and effort to promoting the brands they believe in. Colliander and Dahlen (2011), Following the Fashionable Friend :The Power of Social Media Weighing Publicity Effectiveness of Blogs versus online Magazines, Journal of Advertising Research, pp. 313 – 320. 78

109. Social Network Representation Primary focus is actors & relationships # actors & attributes Nodes (Actors) connected by Links (Ties/relationship or edge) Links represent flows or transfer material goods or information Adjacency list 1: 2 2: 1, 3 3: 2 1 Graph or sociogram 2 3 Adjacency matrix 1 2 3 0 1 0 1 0 1 0 1 0 1 2 3 Relationship Actors 1 = presence of link 0 = no direct link 79

110. Key Network Measures Degree Centrality Betweenness Centrality Closeness Centrality Eigenvector Centrality Diana’s Clique krackkite.##h (modified labels) Connector (hub) Vendor Contractor ? Broker Boundary spanners 80

111. Facebook Social Graph 81

113. NodeXL - Excel 2007 template for viewing and analyzing network graphs www.codeplex.com/NodeXL 83

114. Google Moderator – Crowdsourcing from Large Scale Conversations create a series and open it up for people to submit questions, ideas, or suggestions (submissions) Submissions can contain YouTube videos Collect questions (e.g. whitehouse.gov/OpenForQuestions) or ideas (e.g. www.google.com/tipjar) enables a unique conversation with a community by allowing people to come together to voice their issues and have them addressed. gives every participant a chance to have their question rise to the top and to easily give input by voting. prioritizes the questions most important to your community by the number of votes received per question. Encourage sharing - the sharing button allows users to share their ideas on Facebook, Twitter, and over email. This will drive even more traffic to your series. Embedding a Moderator series on your website immediately increases traffic, engagement, and visibility. In addition to answering the top submissions for a series, browse through the entire list to find good submissions, or groups of good submissions, as well (Ten similar ideas with 100 votes each is equivalent to 1 idea with 1000 votes).

115. Crowd-Sourcing Ideas for NASA's Future: Citizen Engagement Analysis Feb 2010 General Services Administration (GSA) launched a Citizen Engagement Tool based on the IdeaScale platform and 22 federal agencies including NASA (opennasa.ideascale.com) Platform allows members of public to submit, rank, and comment on ideas as to how NASA can best fulfill the goals of the Open Government Directive by becoming more transparent, participatory, collaborative, and innovative. NASA moderators remotely work together to help shape the community The first couple of weeks are crucial for emerging communities, as it sets the tone and behavior NASA paid close attention and assisted ideas that were off topic to be reshaped and articulated to be more useful to Open Government. After a couple weeks, many people began to comment on other ideas and it became a community-moderated site. Change the default landing page to 'most popular’ NASA elects to not move off-topic ideas, as the community would vote them down For promotion, web stories on www.nasa.gov, tweeted with the @NASA account, and alerts people to contribute from Facebook page Internallyissued an Agency-wide e-mail to encourage employees to contribute to the discussion. By March 19, when the period for collecting ideas closed, NASA had received the most traffic out of any Agency's site, with more than 453 ideas and 8,000 votes.

116. NASA Citizen Engagement NASA to sponsor space-themed "user-generated" conference.

117. Lessons Learnt Percentage of off-topic responses (25%) requires focus of discussions on relevant and implementable ideas via clear and narrow topic for people to present their ideas. the office or program seeking engagement should understand what they want to get out of it and identify resources to implement the ideas generated. This immediate feedback would then allow the community created to see the direct response to their efforts. Some ideas were similar, and surprisingly, in more than one case were submitted by different NASA employees. By having an open dialogue, this has increased internal collaboration as some people were working independently on different solutions to a similar problem. Some of the ideas submitted to the site were infeasible or otherwise unpractical for NASA to address, yet received a high number of votes. Moving forward, it is important to establish a framework and procedures for strategically implementing ideas, including ways to work with idea authors when their submissions are, for various reasons, not able to be accomplished by the Agency.

118. http://gis.massey.landcareresearch.co.nz/~cwm/magnetic/index.html

119. MIT Delibertorium

120. http://www.harringayonline.com/

121. Harringay Wiki

122. Community Members Support local initiatives Support collective action Meet neighbours Publicise local activity Share local knowledge Promote local business or event

123. Whitehouse Advisors on Science and Technology

124. FixMyStreet - 65,000 potholes and other broken things have been fixed

125. 311 Issue Reporting Applications: on-emergency issues such as graffiti, potholes, and street cleaning directly to government organizations like cities. Love Clean Streets (api) FixMyStreet (UK) (source code) FixMyStreet.ca (Canada) (source code) FixMyStreet NZ (NZ) FixMyStreet.kr (Korea) FiksGataMi (Norway) Ushahidi (Global) (source code) Ushahidi download page iPhone app via Itunes Android app Windows Mobile app Java-based phones app Verbeterdebuurt (Netherlands) Stop Overlast (Netherlands) Niet Ok (Netherlands) SeeClickFix and iPhone app (International) CitySourced (United States) How's My Street GeoTrac (source code) FixCity (source code) Neat Streets - (Australia/New Zealand) Otro Bache (Spain) (source code) Kiirti (India) uses Ushahidi EveryMap (Australia) uses Ushahidi It's Buggered - (Australia) demo/experiment Citizen FYI Ishki (Jordan, in Arabic) - more info Mark a Spot (Germany) Giv et Praj (Denmark) Indre By Lokaludvalg (Denmark) HeyGov! Chicago Works iPhone App (Chicago) BuitenBeter (Netherlands) FillThatHole - highway hazard specific, with iPhone app (UK) Kajoo worldwide/open (Austin, TX example) (source code)

126. Twitter Town Hall @ White House 6 July 2011 #AskObama 160,000 questions and comments combine into 17 questions Multi prong approach to narrow Tweets : Partner with service provider Mass Relevance to curate, visualize and integrate which topics were generating the greatest discussion. Curation technology TweetRiver aggregates and filters Tweets with the #AskObamahashtag into real-time topic streams, including jobs, the budget, taxes, education and health care. Use own signals to measure engagement (Retweets, Favorites and @Replies) within these topics. Group of Twitter users (called "curators") helped flag questions from their communities through retweets https://dev.twitter.com/blog/behind-scenes-white-house

127. Summary Twitter Town Hall @ the White House #AskObama and “Twitter Town Hall” @whitehouse @townhall @barackobama Salesforce radian6 report

128. Gender: Twitter Town Hall @ the White House Salesforce radian6 report

129. Total View – Issue Segments and Gender Breakdown for 6 July 2011 Salesforce radian6 report

130. http://www.analyzewords.com/

131. The social challenges listed in the hub are wide ranging, however a common feature is their ability to be enriched or solved through the implementation of digital solution. Solutions can be voted on by thumbs up and thumbs down ratings.To view the variety of solutions you can go either to the challenge and then click on the solutions listed or via View All Solutions and then selecting the individual solution you wish to rate. The Innovation Hub works through the contributions by its members. If you have a great digital solution to one or more of the challenges listed you can Post a solution by pressing the button and filling out the online form provided. dotgovlabs.direct.gov.uk

132. http://departmentofhealth.ideascale.com/

133. http://innovation.govspace.gov.au/

134. Request for Information to Provide Government wide Challenge Platform, 08 Apr 2010 "To support agencies in the execution of prizes that further the policy objectives of the Federal Government, the Administration will make available a web-based platform for prizes and challenges within 120 days. This platform will provide a forum for agencies to post problems and invite communities of problem solvers to suggest, collaborate on, and deliver solutions. Over the longer term, the General Services Administration (GSA) will also provide government-wide services to share best practices and assist agencies in developing guidelines for issuing challenges. Additionally, GSA will develop, as expeditiously as possible, a contract vehicle to provide agency access to relevant products and services, including technical assistance in structuring and conducting contests to take maximum benefit of the marketplace as they identify and pursue contest initiatives to further the policy objectives of the Federal Government.” …This Request for Information seeks information on solutions for making available a web-based platform that enables agencies to create, launch, and administer contests and challenges, to be brought online by July 6, 2010. The platform being sought will be used by GSA, and offered by GSA to other federal agencies in order to launch their own contests and challenges. More than one provider, after reading the OMB memorandum, has alerted GSA to a no-cost solution to providing a web-based platform for government challenges. For purposes of this RFI, GSA seeks a no-cost contract or unconditional gift. The no-cost solution must not be tied to required, ancillary fee-based products or services. That is, GSA and other agencies must be able to use the product at a maximum level of technical functionality without being required to purchase ancillary services and products from the offerer, although the offerer may offer support for configuration, setup and other initial tasks, also at no cost. The no-cost solution must not lock GSA or other agencies into one provider, and should be able to be discontinued at any time by any agency without imposing legal or financial commitments upon it. GSA cannot accept a no-cost solution if the provider's intent is to provide the solution for no-cost now, and then begin charging GSA at a later date for what is being offered.

135. a public marketplace for creating contests with prizes for solving problems Software competition platform and services to companies with open APIs, public data, or SDKs Web platform that connects talented problem solvers with rewarding challenges Clients include First Lady Michelle Obama and the USDA, the City of New York (and the NYC BigApps challenge), Thomson Reuters, Samsung, the World Bank, Lollapalooza, the MTA… Created and power the Governmentwide Challenge Platform across all federal agencies for crowdsourced problem-solving: http://challenge.gov. Online challenge platform of US federal government

137. Drive innovation and creativity 18th century, the British government offers £20,000 to John Harrison for a chronometer 1919, Raymond Orteig offers a $25,000 prize for the first nonstop transatlantic flight between New York and Paris. Charles Lindbergh won the prize with his famous flight in the Spirit of St. Louis. 2004, Ansari X Prize, offered $10 million for reusable spacecraft $1 million Netflix Prize improve =accuracy of movie recommendations multinational team won Build awareness and engagement a powerful marketing tool for awareness of and engagement with a cause, initiative, or product. A public challenge with a difficult, interesting or compelling goal can capture the imagination of the public & press Exit surveys show people who participate in challenges develop more favorable opinion of sponsoring organization Challenges are different from contests and sweepstakes that use chance to identify winners vs. skill and creativity. Generate superior impact and return on investment with positive press and lasting engagement; a new or strengthened community; and real solutions to real problems. challenges use a pay-for-success model, but people are motivated by more than just money. Status, recognition, altruism, the joy of problem solving and the competitive spirit are also huge motivators Challenges lead participants to invest substantial time and sometimes capital, in developing solutions. 9 teams that competed for the $25,000 Orteig Prizes spent $400,000 on their attempts to complete the first transatlantic flight. The $10 million Ansari X Prize led to an estimated $100 million investment in spacecraft technology. ChallengePost has powered numerous challenges in which the value of submissions was estimated to be 100-200 times the total prize money.

138. The USDA and Let’s Move! – Apps for Healthy Kids The challenge aimed to harness the creativity and ingenuity of the American people to promote the growth and healthy development of our youth. The Department of Agriculture made available for download nutrition data for 1,000 commonly consumed food items in standard portion sizes under Open Government Initiative. We invited entrepreneurs, software developers, students, and the public to compete to use the USDA data to develop the best mobile and web-based games that teach youth how to build healthy dietary patterns.

139. The City of New York – NYC Big Apps The city of New York is the largest in the United States with over 8 million residents. In name of government transparency, New York’s Mayor Michael Bloomberg released large amounts of data to the public by creating a “Data Mine” of raw information. The city of New York approached ChallengePost to: Create awareness about the NYC.gov Data Mine within the software development community and the public at large ¨ Stimulate development of software applications using New York City’s public data ¨ Advance the initiative to make government more transparent, accessible, and accountable ¨ Develop and promote New York City’s image as an early adopter of new technology Strategy ChallengePost created a customized website at NYCBigApps.com where the Mayor challenged the public to create ‘apps’ to improve New York City. Software developers were incentivized using a combination of methods: ¨ $20,000 in cash prizes ¨ Lunch with Mayor Michael Bloomberg ¨ Press, Public Status, and Recognition

140. Communities Leverage Existing Data In New Ways

141. Product Co-Creation & Product Marketing

142. Purpose Motive Linux-Apache-Wikipedia Drive #1: Eat when we’re hungry. Drink when we’re thirsty. Etc. Drive #2: Respond to rewards and punishments in our environment. Drive #3: We do things because they’re interesting and because they’re engaging and because they’re the right things to do and because they contribute to the world. (!!!) “Our Third Drive, intrinsic motivation, is the most powerful.” Drive: The Surprising Truth About What Motivates Us, Daniel Pink, Riverhead 2009 112

143. Evil Plans: Having Fun on the Road to World Domination by Hugh MacLeod (Kindle Edition - Feb 17, 2011)

144. The largest funding platform for creative projects in the world 114

145. 115 New Generation of Social Platforms

146. platform facilitates carpooling and carsharing put passengers in touch with drivers – who are free to put a price on the rides they offer 100,000 passengers find rides through Comuto per month traffic has doubled since volcanic eruption in Iceland 116

147. Leading social Platform for Peer-to-Peer Borrowing and Lending The 3 Golden Rules of Sharing Play nice. Helping others has been scientifically proven to reduce stress and increase happiness. Play nice. It feels good. 2. Treat other people's stuff the way you'd like your stuff to be treated. You know what to do. If you get something dirty, clean it. If you break something, replace it. 3. Show up on time. People are busy. Be clear and detailed with your plans to meet up to exchange items. Show up at the agreed meeting time. Be sure to share phone numbers just in case you're running late.

148. Trust

149. Service-Dominant Logic A logic that views service, rather than goods, as the focus of economic and social exchange i.e., Service is exchanged for service Essential Concepts and Components Service: the application of competences for the benefit of another entity Service (singular) is a process—distinct from “services”— particular types of goods Shifts primary focus to “operant resources” (skills and knowledge) from “operand resources” (static and tangible) See value as always co-created Market with (not to) Collaborate with Customers & Partners to Create & Sustain Value Sees goods as appliances for service delivery Implies all economies are service economies and Allbusinesses are service businesses Vargo, S.L. and R.F. Lusch (2004), “Evolving to a New Dominant Logic for Marketing, Journal of Marketing 68(January): 1-17 119

150. IP TV & Mobile - 2014 Connected TV Shipments to Grow at CAGR of 58 Percent through 2014 with the Asia-Pacific region is the driving force, with CAGR of over 60% and representing almost half of global shipments by 2014. Gross transaction value of mobile payments in Asia Pacific to rise to $316 billion in 2014. According to forecasts, the combined global market for mobile payments is expected to exceed US$1 trillion by 2014, with over one billion users in that year. Share with friends. Boxee makes it easy for friends to share their favorite movies, TV Shows, and songs with each other, on Boxee or on social networks like Facebook and Twitter.

151. Mobile for Citizen Engagement Mobile video Mobile advertising Mobile transactions Location-based tools QR Codes Augmented reality Mobile games Mobile devices and software

152. The Future of Customer Support Support is a major asset Teaches us how to deal with “messiness” Gems in unstructured user generated content Facilitate citizens to self-support each other Provides direct feedback to service development 122

153. Social Strategy: How do we do it? Strategy, Management, Resources 123

154. Community Moderator Serve citizens through listening and responding to needs vs broadcasting Focus on launching and growing the community through: Invite creators and influencers to become charter members of the community Create evangelists through providing exclusive access to new information, attendance at pre-launch party and have them provide feedback for future initiatives Start community with conversations and have community moderator encourage sharing stories of problems, overcoming issues and successes Ensure community can be readily found with links from web sites, blogs and other popular social media. Accelerate community adoption through existing efforts including emails and create a sense of urgency. 124

155. The Online Community Moderator Implement the online community moderation strategy coordinating with stakeholders across the Organisation Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required Manage the banned user process, and track and remove previously banned users Maintain the Moderation Guidelines and ensure they are up to date Processing emails and complaints, escalating when necessary Moderate communities located in social networking sites including Facebook, Twitter, and other similar social media outposts, adapting methodology where appropriate Produce reports on relevant moderation statistics, issues and outcomes Monitor effective benchmarks for measuring moderation and UGC volume, and analyze, review, and report on effectiveness of moderation policy Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo Uploads etc.) Availability to work days, evening, nights, as well as weekends as and when required. http://blaisegv.com/community-management/online-community-moderator-job-description/#ixzz1awLbtELZ Under Creative Commons License: Attribution Non-Commercial No Derivatives

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158. Caution! “Children never put off till tomorrow what will keep them from going to bed tonight” ADVERTISING AGE 128