Lovely quote among many:
And to put it in one bleak sentence, no medium has ever survived the indifference of 25-year-olds
Archive for the 'Engagement' Category
Lots of good stuff in Dave’s post on the need for a new focus for digital engagement. My take is compatible, but different. I think digital engagement will become a substrate to “normal” activities. We won’t think about digital or social for much longer: they will just be what we do.
Tableau Public looks like a great data analysis option for open data munging. Quick and easy to use and generates web interactive visualisations. Neat.
Some similar conclusions to ours in the CTPR report released in May.
- Processes need radical reworking, not extending
- Culture change is critical
Good to see that the digital engagement strategy for government is still part of the coalition. it’s on page 5 (or 6) of the PDF mentioned in an article focusing on skunkworks.
Give me less information and more data! Good call from the development aid community (here the World Bank) to get the data out there first and spend less time up front trying to second guess how people might use it and what questions they are going to ask.
Thanks to Anecdote for this video from John Medina explaining schema. Summary: frame your discussion with a concise and easy to understand schema.
Schema
It is tricky when you are joint funding alternative routes to get people engaged. Even so, it does sound like the organisations have inadvertently caused each other problems due to their both bidding on the same keywords.
A lot of thought goes into working out how to govern groups of people: the argument here is that you should let structures emerge within a broad framework, rather than try to nail down all the whys and wherefores. Participants really shouldn’t see the process: it should be transparent.
Zappos does it differently. Clearly successful: are there lessons for government?
- Phone numbers everywhere: you want to interact with your customer
- Accept and deal with calls on anything (even pizza delivery)
- Suggest competitors if you can’t fulfil a requirement
- Don’t market: put the money into customer service
- Surprise upgrade repeat customers / reward loyalty
As government tries to minimise costs of contact, I wonder if there is any traction in being more flexible for citizens, rather than more automated?