Download - "Online engagement: gathering feedback, successes and learning" by Siu-Ming Tam (Australia)
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On line engagement: gathering feedback, successes and learning
Siu-Ming TamFirst Assistant StatisticianAustralian Bureau of StatisticsJuly, 2011
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Outline• Background operating
environment• Gov2.0 in Australia
• ABS experience in using social media to engage with citizens• Successes• Challenges• Learning
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Growing movement for open Govt and access
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Key Themes
Liberate public sector information for open access
Public agencies and servants engage using Web 2.0 tools
Change command and control culture by encouraging and rewarding engagement.
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ABS Online Engagement
• Government direction/aspiration• Connecting People, Problems and
Solutions• User case types
• Promote of key work programs or events• Consult/collaborate on statistical program
or product• Crowd sourcing for ABS website
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Engagement level – Information sharing
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Info and promotion (1/1)
Census Lowedown on FAQs
Census Song
Two Camels and a Census
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Information and promotion (2/2)
Census Lowedown on FAQs
Census Song
Two Camels and a Census
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Be aware of mis-information
ABC Satirical Program on Population Census
Anti-Census campaigns
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Engagement Level - Consultation
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Engagement level – Participation and Collaboration
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Quotes (1/3)
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Quotes (2/3)
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Quotes (3/3)
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Some successes
• Audience/non-audience participation in conferences• Tweets during conferences
• Successfully filling a need• Graduate Recruitment on ABS Facebook• One hour half line• 80% discussions not on your media
• Improvement of ABS outcomes• Betaworks
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Learning
• Learning how to engage and collaborate• Information slides = 10• Consultation slides = 2• Collaboration slides = 1
• Overarching strategy for Web2.0 strategies and single point of accountability• Confusion about tools and level of engagement
• eReputation Management • Branding• Responding to issues
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Learning (cont’d)
• Is the community ready to engage online?• Online channels not to replace traditional channels• Integration with other channels
• Are we ready to communicate online• Don’t bury our heads in the sand
• Online channels are not cost free• Cost effectiveness is yet to be assessed
• Moderation or no moderation• Respond or not to respond to negative comments?• How to extract key messages• How to manage the life cycle• Bang for the buck?
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Questions?