In the thick of itwhy information professionals

should be at the heart of government digital

engagement activity

#CILIPS14

Data inputterer at Scottish Office Agriculture and

Fisheries Department

Various posts in Department for Work and Pensions: front line service, IT support and

management, information security, risk management

PGDip Information and Library

Studies

MA(Hons) History and

Economic History

Various IT qualifications

Website manager at UK Trade and

Investment

Knowledge Management

Officer with the Scottish Centre for

Regeneration

Librarian in the Scottish

Government Library Service

"We will appear in more places than we do now. […] librarians are cropping up everywhere, in weird and wonderful little corners,

places….”

We will be in places that don't initially always appear to be information management places.” (Cumming, 2004)

government KIM profession (and allied professions)

The Government KIM profession is comprised of qualified civil servants

who enable the creation, organisation and exploitation of

information and knowledge.

digital government

“Digital engagement uses digital tools and channels to find, listen to and mobilise a

community around an issue, maybe getting them to talk about it, give you their views or take action in pursuit of a cause they care about.” (Gray, 2010)

digital engagement

digital engagement continuum

Deeper engagement

Disseminating information

More than just publishing huge strategy documents on the departmental website (even if they are in an accessible format), it’s about using digital tools to communicate better, explaining policies and services in accessible and interesting ways.

Listening More than simply monitoring, but making people aware of and picking up online conversations. More traditional forms of listening, through user research and feedback, intelligent use of analytics and comparative data, are still important.

Gaining insight The best decisions are based on genuine, evidenced insight. Effective engagement depends on understanding what matters to people and how they think. Insight comes from listening, observation, data analysis and involvement in discussion.

Responding Government needs to be responsive to those who contact it with feedback, comments and challenges. Responses will typically be more effective if they are delivered using the channel through which they originated. Clear, quick responses can help build trust.

Discussing Two way or multi way conversation. Government may join in a pre-existing discussion, or initiate a discussion.

Consulting Process by which Government obtains input on specific issues, which is analysed and used to inform policy. Used to collect qualitative and quantitative evidence to support better policy and service development.

Collaborating The participation of multiple parties in generating ideas, creating solutions and making decisions. Government’s role is facilitation, not to control the process. Crucially, it means Government not always doing it – sometimes the partnerships and the communities government can support are better placed to meet the need efficiently and sustainably themselves.

Defining aims and objectives Understanding motivation Mapping influencers and online landscape

Formulating requirements Project management Community management

Developing a strategy Evaluating impact Establishing contacts and partnerships

Briefing agencies Refining and optimising Blogger outreach/pitching a proposal

Assessing alternative strategies Listening to online debate Generating and prioritising ideas

Commenting and reviewing Collaborative writing and drafting

Moderated discussion

Deploying simple social tools Structuring and syndicating data Developing new software

Mashing up data from different sources

Managing servers, databases and domains

Designing interfaces

Training and coaching Presenting and demonstrating Exploring and suggesting tool options

Creating films and audio Interviewing Finding and sharing information

Informal writing Networking

digital engagement tasks (COI, 2010)

digital engagement role skills profile (Gray, 2010 )

skills and attributes for digital engagement (COI, 2010)

Tolerance Integrity

Empathy Objectivity

Creativity Good listener

Attentive Observant

Attention to detail Problem solving ability

Patience Cross-cultural awareness

Excellent researcher Communicator

Fluency in written language Confidence in group and interpersonal communications

Composed nature

who does digital engagement in government?

“many of these core digital engagement skills are routinely held by communications, operational and policy staff without prior digital media specialism. Although it is advisable to have team members with professional digital media experience, clearly digital engagement is not the preserve of specialists”. (COI, 2010)

But roles like this aren’t really about the tools, they are about people. We need people in our team who can personally engage and influence (sometimes reluctant) policy colleagues on their own terms, and sell the practical benefits of digital engagement.” (Hale, 2011)

UK Government KIM framework (National Archives, 2009)

Main skill area Specific skills Digital engagement skills profile

Strategic planning for knowledge and information management

Has a clear understanding of the business requirements of the units they support, and can explain the rationale behind the policies, procedures and services in place

Devising strategies

Strategic planning for knowledge and information management

Understands the internal and external drivers for engaging with the local user community in the development of services

Devising strategies

Demonstrating the value of knowledge and information management

Is aware of quality measures and metrics in place to measure the performance, value and impact of their relevant KIM service and reports any feedback to management accordingly

Devising strategies

Professional development of the knowledge and information management community

Shares learning with colleagues, formally and informally Developing skills

Understanding information needs and behaviour

Appreciates the different ways in which people interact with electronic environments

Developing skills

Education and training Engages with users to improve and develop access to information sources

Developing skills

Selection and procurement of knowledge and information management resources

Develops effective day to day working relationships with external suppliers and account managers to ensure successful delivery of products and services to achieve outcomes

Deploying tools

mapping KIM framework to digital engagement tasks

Collection/repository management

Understands the different approaches to managing and sharing information needed for physical and electronic systems

Deploying tools

Supporting collaboration and promotion of a knowledge sharing culture

Understands the practical and cultural issues of networks and communities, knowledge sharing and re-use

Facilitating discussion

Supporting collaboration and promotion of a knowledge sharing culture

Co-ordinates knowledge sharing opportunities and enables collaboration

Facilitating discussion

Facilitating knowledge transfer and organisational learning

Understands the way in which knowledge is shared, transferred and re-used between individuals and groups across the organisation

Facilitating discussion

Search/information retrieval Understands the sources available to fulfil an information need and makes efforts to present the results in a form convenient to the user

Creating content

Content creation and maintenance

Supports users in creating content that is suitable for the intended audience and communication channel

Creating content

Web/new media publishing Creates web pages/websites that conform to accessibility legislation and best practice in content, retrievability and navigation.

Creating content

mapping KIM framework to digital engagement tasks

SkillsCommunication NegotiatingInfluencing Understanding the business/industry

Stakeholder management Customer focusAttributesCollaborative Innovate/imaginationVision Attention to detailAnalytical Pragmatic/realistVersatile/agile mind/flexible/adaptablity

Lateral thinking

Critical thinking/questioning Well organised/methodical approach

Logical Patience/perseveranceDedication EnthusiasmInitiative Resilience/resourcefulTeam player Ability to learn new conceptsWork to deadlines Ability to relate theory to practice

KIM skills and attributes (Abel at al, 2011)

http://sglibraryservices.wordpress.com/aboutus/

• Abell, Angela, Davies, John and Hordle, Julia. 2011. Connecting Information With Innovation. TFPL’s 2011 Survey of Skills and Roles.

• Central Office of Information. 2010. **DRAFT** Core Applications and Skills for Digital Engagement. Digital Engagement Essentials Guide 3.

• Central Office of Information. 2009. Engaging Through Social Media.Civil Service. 2011. Professional Skills for Government.Cummings, Maewyn. 2004. A vision of the future. State Librarian, Autumn Issue, 2004

• Gray, Steph. 2010. Some definitions. Helpful Technology Blog. [blog]Retrieved from: http://www.helpfultechnology.com/helpful-blog/2010/09/some-definitions/ [accessed 1 July 2013]

• Hale, Stephen. 2011. Digital engagement manager. Health Conversations. [blog]Retrieved from: http://hale.dh.gov.uk/2011/06/13/digital-engagement-manager/ [accessed 1 July 2013]

• National Archives. 2009. Government Knowledge and Information Management Professional Skills Framework

References