Alistair Smith - Managing online reputation

Post-event notes (Updated 9 July 2009):

We've been really interested in the work that Newcastle City Council have been doing for a while. They have a really good and well-followed Twitter and a good common-sense approach to listening and joining the conversation.
So it was great to be able to hear this presentation on why it's important to listen, what the danger is if you don't and how Newcastle got to where they are now.
Alistair made some really good points about online vs offline conversation and comments and shared some examples of what is happening in the online space.
Having been asked to give the rest of our public relations team a canter through social media soon there were lots of great bits in this presentation which have got me thinking about what I want to cover with our guys and how and why.
There is some good new stuff on the cards for Alistair and Newcastle and they're developing an interesting Twitter model. Looking forward to a web-friendly version of the presentation being available :)

Alistair has also blogged about his presentation.

What I wrote at the time:

- citizensheep has good flowchart for managing online reputationter
- Internets are places to talk
- Libraries with all the books on the floor
- they can say what they like online - what would you do if they said it offline down the pub etc?
- how do we control online comments?
- loose tweets sink fleets
- know what everyone is using socmed for. Don't make same mistake as habitat
- control of officers? control of councillors? example of Plymouth cllrs inappropriate tweet
- NCL - one central twitter feed. RSS news, events, jobs and events. Plus extra like the bid for the world cup.
- More ppl look at news on twitter / jobs on website
- Libraries twitter @toolibraries - library news + extras. started them off by providing content, provided training, now up to them to run.
0 @Cityeye events
- @NCL101 - customer service & local info - not final name! Run from contact centre - agents twitter enquiries! US model. (Move on from SMS tying into CRM)
- promote info from specific channels to top channels
- new ways of working - used to view it as faceless organisation - now Al is 'face of newcastle' (and epic visionary!)
- more chatty and personal. respond.
- soft launch / beta test
- new project coming with flickr - cut costs from council rather than buying in from agency. Approach local users of flickr - offer rewards for ppl willing to share pics (access to closed buildings, cover of citizen mag).
- Peter Holt - what does success look like?
- can measure in numbers - followers, click-throughs, unique visitors
- impact you have in real world lasts longer than that in the online world
- people will say bad things about you anyway - whether you are there or not!

Academic research for local gov - LocalGovCamp

The power of suggestion (via Twitter) led to @liz_azyan and I hosting a session at LocalGovCamp on academic research for local government.
I may have been carried away in the moment when I agreed to do this but I think there were some useful points at the session. I didn't make any notes so this is all from memory - if anyone who attended to session wants to jump in maybe we can crowdsource the overview? :)
Many of the people who came to the session had been interviewed by Liz as part of her research but we each gave an overview of the work we are / will be doing. This lead to plenty of discussion and praise for Liz's blog LGEO Research (and that stands for Local Government Engagement Online). The overriding feeling here is that independent academic and active research is valuable to local government as a way of stepping back and explaining what you're doing and why (rather than the more practical how), having a way of seeing the bigger picture of what other people are up to and in some cases providing validation to the harder-to-convince within an organisation.
On a personal level several people said they had found being interviewed with Liz a cathartic, therapeutic experience which allowed them to re-focus their thoughts on their work.
We also discussed and explained the process of sharing the results of the research. Due to the research being part of our studies neither Liz or I will be able to share much as we go along. We both fully intend to publish and share as soon as we are able - Liz mentioned this may be early summer 2010 for her while it is likely to be early 2011 for my own research.
We also talked through my planned research and there were several people who felt that they would be interested in talking to me further about this and would be interested in the outcomes - I've certainly made a note of people I would like to talk to when I get underway!
We then returned to the place of academic and active research and how we can sustain this rather than rely on people like Liz and myself choosing it as a subject area and becoming part of the community. The funding available from the IDeA (session I missed earlier in the day) was mooted (not muted as I accidentally wrote earlier) as one of the possible sources which should be looked into, or whether an organisation like SOCITM may take up the role of carrying out independent research. The idea was tweeted and RT several times after the session and perhaps this is a discussion which needs to continue.
Altogether I found it really useful to talk through the reasons and uses of research and meet some people who I am sure I will need to speak to more as time goes on.

Picture credit: @JaduCMS

LocalGovCamp - an unconference for local government - Birmingham 20 June 2009

Yesterday was LocalGovCamp - an unconference for local government - organised by the wonderful Dave Briggs at Fazeley Studios in Birmingham.
To be honest I had so much fun and met so many great, passionate and inspiring people; had so many great discussions; that my head is still reeling but I'm going to try and sum up what came out of the day for me.

Top five: things in my head about LocalGovCamp:

1. Yesterday was a day full of meeting very very nice people. Meeting people you tweet with a lot, about work and about things outside of work, for the first time in person is a bit like meeting a celebrity; you feel you know them yet you know you've never seen them face to face before. For me it was less like networking and more like meeting up with great friends to talk about the stuff we're passionate about (online local gov, music, real ale, cake...)
2. That (aside from the usefulness of what was discussed) having that network of people who are willing to share their experiences and epic visions of where this is all going is the best support network imaginable. Often you may be the lone voice in an organisation pushing for change or certain projects and to be able to share this with people going through the same thing is both motivating and comforting - always good to you're not the only one fighting the fight and so aren't completely off track with your thoughts!
3. There are some great projects and changes going on around the country and it is great to be able to hear about them and think about what that might suggest for our organisation. So useful to have a space to thrash out ideas, here people's experiences, lessons learnt and the possibilities for digital enablement.
4. I've been thinking for a while about a social media cafe in Derby / Derbyshire and I've come back from yesterday convinced that it would be of benefit. Not only would it be a forum for web managers / web people from each of the authorities in the area (not just local gov but the partner organisations too) to meet and chat about things but a great opportunity for us to find out about the community groups and digital business in the area too. I'm already formulating a list of things to do in order to make this happen. Luckily, yesterday gave me a chance to chat with people who also want to make this happen - so let's JFDI!!!
5. Twitter has changed my life. Without having tweeted with people on there I would probably not have found out about LocalGovCamp, might not have gone even if I did. And this also brings us back round to point one :)

So, there are the top five things in my head at the moment and beneath these are a thousand little thoughts which came out of the sessions I attended yesterday - @timdavies session on overcoming the small hurdles to social media in organisations (his notes are here and my notes are here); @paul_cole's session on listening to the conversation happening about your organisation whether you're involved or not (my notes on this session are here) and @carlhaggerty's session on the internal network pilot he's part of (some very rough notes here by me).
I hope people found the impromptu (and definitely unexpected) session that @liz_azyan and I did on academic research into local government social media useful. I hope to speak to all of the people who came along (and more) as part of my thesis research (begins January 2010). I'll try and write up notes from what we talked about in this session as soon as I can.

There are some videos by David Wilcox and photos from the day on Flickr and once again, thank you Dave for organising and thanks to the sponsors also. Really great to meet you all :)

Updated (22 June 2009): I was also interviewed by @podnosh about our use of social media in the recent election. You can see the video and post on the podnosh blog.
And there is a round up of all the stuff being said online at the LocalGovCamp blog.

Overcoming small hurdles in digital engagement #localgovcamp

Updated (21 June 2009): @timdavies hosted this session off the back of a post he made on his blog a while back. In the post he listed 50 small hurdles he had noticed through his active research with local authorities into youth engagement.
The session was well attended with a mix of people who wanted to share the obstacles they had discovered as well as ask for advice on overcoming them and share tips where they had been successful.
I made the notes below as the session was in progress and won't mess with them now. Tim has also put his thoughts about the session in a post and has actioned one of the outcomes - to create a wiki of hurdles and possible solutions people are trying. The more people who get involved in adding information and advice to the wiki the more useful a resource it will be not only to those directly responsible for web / social media / digital engagement within an authority but managers / employees in other service areas too. So, take a look and see if you can add to the dicussion there.
There is also a video of an interview David Wilcox did with Tim straight after the session.


What I blogged during the session (posted 20 June 2009):

First session I am here at today is about the small hurdles to digital engagement:

• How to get people looking for solutions not presenting them with problems
• business has to be committed to web / social media
• technology first never work
• this technology makes the authority more fuzzy. is a huge cultural shift.
• one of the issues is about control - so many agencies want to control the space and at hint of loss they demand the experimenting stops and risk assessments etc demanded.
• the way the public is engaged is controlled, not easy for public to comment back to council's which is why discussion is happening away from the authority in other spaces
• the vision is important and stakeholder buy in essential.
• chief execs etc need to be assured of who will engage and that criticism is constructive rather than just putting themselves out as sitting duck. as principle they want to listen to what people want to tell us.
• most things happen through a series of small changes.
• finding someone else who has already gone first opens doors to other areas of the authority
• need to move to an always on nature. so many projects fail because change doesn't happen to check online every day
• overcoming small problems doesn't undermine bigger cultural change
• lots of examples of people developing under the wire and this can open doors to others once project out there and success. to some extent gets round the control issue but should we have to work this way?
• all projects should start from the point of what is the business trying to achieve? what is the communication you are trying to make. team of (under wire) communication developers then need to facilitate the best solution on a case by case basis
• need someone to who is passionate
• if we all share our experiences and approaches through the session wiki this can be of massive help and best outcome of session. there is lots of this going on informally but a shared space to help with solutions to the hurdles.
• @timdavies committed to continuing the wiki if people will find this useful. he also has a toolkit for youth engagment.
• social media strategies across the organisation needed but each service also needs to have own approach
• also great resources and case studies on IdEA CoP by @ingridk help pursuade stakeholders as they see work elsewhere and ask 'why aren't you doing this?'
• genuine examples of 'if they're doing it, we must do it'
• league tables and easy to view 'how we're losing out' to present to stakeholders
• tips from everyone in session
• collaboration sometimes is sometimes better from bottom up. have an open mind and asked what is out there, who is using it, how can we do it. look at who else is already on the journey
• if you want to be the enabler be the link between business strategy of engaging customers and what the opportunities on the ground. @carlheggarty get on and do it until someone asks you to stop. run pilot projects on key services to act as demonstrator. be persistent. shamelessly promote and explain it. be outright - say if we don't do this we are not fulfilling our business strategy.
• just do it. get some examples. under the wire if necessary.
• engage councillors. get them interested so they put pressure on chief officers.
• work around the blocks. simple things first and build up. start a blog
• find out about demographics and empirical evidence - where to find?
• demonstrate the danger of not acting. if you're not doing it someone else will. examples of campaign groups already running but council's not responding / engaging
• aggregators available for any conversation happening across the spaces in order to show empirical data and how to get involved and become more efficient.
• second view of finding one or two advocate councillors who would buy in and support. possibly a charter to overcome obstacles. started with rewired state (example)
• framework needs to be in place so things can be farmed out to services. manager convinced of worth even if still technophobe.
• conversation to continue outside of session.
• get to know the technology in your own time, keep up with the market, trends etc
• @timdavies says share even if it isn't finished or perfect. councils and communities are not perfect they are work in progress
• social media is not publishing it is conversation
• throw stuff out and show what you are doing, show the good practice and lessons learned
• the people who are trying to pursuade need to be more political with skills to pursuade and influence
• bullsh*t is your friend - chief officers and councillors love this stuff but middle managers don't
• where will this stuff be shared? IdEA CoP, SOCITM web professionals group, need a new website! lol
• SOCITM runs a CoP but will also form the web professionals group including social media pro and web

Public sector intranets

I've had some interesting email exchange with Ian Vaughan of Neath Port Talbot County Borough Council today about intranets in the public sector.
They are currently planning an intranet redesign and so Ian is looking to find out more about what other councils are up to. This got me thinking about our own position (again) and where we want to go with our own intranet and internal comms tools.
We're not in a position to go forward with the major overhaul of our own intranet at the moment due to other project work needing to be completed. But we've had it on the cards for a while and I (and the rest of the team) are itching to get to the point where we can take a serious look at what we've got, what we could have and go out and chat with employees about what they think we should end up with.
Intranets, generally, fascinate me. Possibly because I am nosey and anything that appears secret (which an intranet, by nature, is) needs investigating. Possibly because I am as passionate about the internal audience and online communication as I am about the external counterpart.
When our time comes (soon, make it soon) I hope to be able to find others willing to allow me to peek over their (fire)wall at what they've got. In the meantime I hope you might be willing to share what you've got with Ian? DM me on Twitter and I'll pass on his email address - or leave a comment and I'll nudge him to contact you himself.
Ian has also just completed his thesis research and has some info on web 2.0/social media usage in local gov which I am sure he would be willing to exchange for your intranet knowledge / thoughts ;)

Social media usage / participation guidelines

This seems to be something that plenty of people in local gov are trying to work on at the moment and it's not always easy, so I thought I would just post up where I'm at with it in case it was useful to anyone else, and if you want to be useful to me, then I have no problem with that either ;-)
So, not always easy. I've found getting the organisation to have a peek over the edge into online space has taken time and pursuasion in itself. Getting it to be brave enough to dip a toe in more of the same. Now we're paddling in the shallow end I think we need the waterwings of documented policy and/or guidance so we can go further*.
One of the great things about working in the public sector is that we're all so ready to share, and most of the time it isn't just because we need to as resources / time / support are scant to go it alone. I throw my hands up in appreciation of those who are already splashing about (in a waving not drowning way) and have shared their progress. It got me started.
It started as a policy but soon became more of a guidance document. In my head I envisage it being accompanied by a less formal overview, probably the content of the intranet page which becomes it's home.
I've tried to straddle the line between friendly advice in a conversational tone (if we're talking social media surely most appropriate) and the established style of this sort of document. I've tried to include a bit of a summary of what each network or space is to make it more inclusive to 'beginners'.
There is still some work to do...
Useful talks with Lee Jorgensen (Blackburn and Darwen) highlighted an area I had initially shyed away from; special guidance for purdah periods. I intend to revisit this. There is also some mopping up of duplication and conflicting advice.
I'm not sure whether I am almost ready to suggest this is moving closer to version 1.0 than draft...which is the main driver for this post!
And having written it I am now annoyingly aware that there is no facility to attach documents to this post. So I guess...if you want to see where I'm at DM me on Twitter with your email and we'll take it from there. Hopefully there will be time to talk at localgovcamp too!

*I accept full responsiblity for the mixed metaphor and then pushing it too far. In defence, m'lud, I've not had resonable quota of coffee yet.

Old life vs New life

I'm currently undertaking the Digital Media and Society module as part of my masters. It's been great to get stuck into as it meets up with not only so much of what I am currently working on (online local gov) but also my undergraduate work and first industry (journalism and newspapers).
It's been good to retreive some of that undergraduate learning (hello Habermas, my old friend) and put it into context with the current state of play for both sectors.
But while all this is fascinating learning, the time has come to pick my assignment and get on with the final paper. I find myself torn between my old life and new life when it comes to assignment topics:

1. Old life: Discuss the characteristics of online news journalism, indicating where and why it differs from traditional models and practices. (You may discuss the topic either in general or with specific reference to blogs.)
2. New life: It is often claimed that digital technologies have the potential to restore ‘direct democracy’. Explain and evaluate the claim with particular reference to electoral politics.

Option one would be interesting not only as there is so much chatter about this subject at the moment but also as it would be a nice update to my undergraduate dissertation (worryingly 10-years-on).
But I already know which way I will fall. Option two it will be seeing as am in the middle of all our local election online coverage right now (perfect timing). I'm happy with my choice...but it feels a little disloyal and sad to have to choose between my old life and new life.

And the subject is...

Social media in local government internal communications.
After thinking long and hard about whether to go down this route, look at social media in local gov engagement with young people or another avenue entirely I decided internal comms would be best suited to my organisation, the limitations of a part time dissertation and perhaps be useful to others in the sector too.
I'm happy to say this has now been approved by my tutor and I'll be returning to plan the thesis in more detail from the autumn. My feeling at the moment is that an 'active research' approach may work well and be interesting, hopefully piloting some possible social media solutions next year.
While the thesis will mainly look at problems and solutions within my own organisation I do plan to research what else is already in place across the sector.
I'm looking forward to getting started and really excited that my first bit of pilot research took place in the online space!
Thanks again to everyone who took the time to read and/or comment on my post about topic ideas. I'll be happy to share the outcome of my research with anyone interested when the time comes.

Thoughts on my thesis

The time is upon me where I must get some clarity about what my thesis will focus on next year. My dissertation will complete my part time study for a masters in eCommunication.
My ideas so far have been pretty vague and I've got only as far as deciding that my study will look at social media usage by local government. I've come across a couple of other people already researching this area but don't think much has been done as it is such a new area.
Anyway, I've had a few ideas about what I might look at:

• local government use of social media to engage with young citizens
• library service use of social media and effect on take up of service

I am being encouraged to concentrate on service specific research as the other research so far looks to map who is doing what and why. While I don't want to repeat existing research I would also like to think that whatever I look at will be of use within my organisation but perhaps also to others working in the sector.
So local government web people - is there anything you would like more research on or would find particularly interesting and useful for going forward? I obviously don't want other people to decide my thesis for me but would certainly be interested in hearing the thoughts of my fellow local gov webbies.
Thanks in advance to anyone who takes the time to read, think or respond to this!

@citizens –local government twitters

I started thinking about this after being inspired by Simon Wakeman’s and Liz Azyan’s recent posts on the whys and ways that local government is using, or could be, using Twitter. The spur into action was Twitter’s change from @replies to@mentions, leading me to spot this one of @Derbyshirecc (the twitter of the organisation for which I work and for which currently I do most of the official tweeting for).

Twitter is not RSS. Why is @DerbyshireCC on twitter if it's not about giving it a human face? *sigh* #LocalGovtFail – 1:31am Mar 14th from TweetDeck.

I think this first part of the post will probably come across as defensive. I don’t really want it to but I think it probably will.
We soft-launched on twitter on 4 March 2009. This was the first step into social media for the organisation. Sure, we have a website but we hadn’t got involved in any other networks.
As yet we’ve not publicised our twitter presence elsewhere online or offline. We’re still finding our feet. Mostly, we’re still learning from other council’s and organisations who have been on twitter for longer and who have different approaches.
Yes, most of our tweets so far could seem like an RSS feed – news, events, consultations. We split jobs off into a separate @JobsDerbyshire account (as an aside I don’t think this one will survive long term and am struggling to identify value in it).
Our intention is to start making our tweets more conversational. We’ve been watching @Dorsetforyou and like their approach although perhaps ours won’t end up being quite so chatty (not saying their approach is wrong, again just my own feeling for our organisation).
We started moving in this direction with ad hoc tweets yesterday – all related to content on our website but more conversational nevertheless.
Where we go from here or where we end up is still very much up for discussion. And all local government is in the same boat really…the general feeling seems to be that we should be getting involved in social media in order to engage with citizens (or talk to people in everyday language) but how and where we do that are still questions to which we’re all trying to find answers.
The @mention tweet is really interesting though – how would we give @Derbyshirecc a ‘human face’?
I suppose I (or another member of the online communcations team) could be the ‘face’ of the organisation and tweet conversationally with followers. There would surely have to be guidelines though of what is and isn’t appropriate to deal with in person on Twitter? Could / should a communications officer have this responsibility?
I think that if we ever do get contacted by one of our followers about a service we’ll be much better off forwarding that query onto a relevant officer (in similar fashion to contact into our call centre) rather than an online communications officer trying to answer directly. So, played out all 30,000 plus staff could need to have access to tweet to the account at various times. Apart from being logistically undoable would this multi-voiced twitter feed be anymore worthwhile than the seemingly faceless one we have now?
How else then? Perhaps the best way would be for our chief executive and leader of the council to have personal twitter streams. Would these contain personal tweets as well as highlighting news etc on our website or elsewhere? The potential here is for ghost-writing (been enough about that on Twitter recently) and possibly having tweets posted by communications officers of one ilk or other rather than the chief exec or leader themselves (I am not saying this WOULD definitely happen, merely is a possibility for any organisation). Is that really any better either?
I would certainly like to see more councillors using twitter or social media to listen to and talk with people. With county elections in June I hope social media and what use it is to them will be something that will be put on the agenda for any new as well as re-elected councillors.
At the moment I don’t think we’ve got @Derbyshirecc quite right but neither do I think we’re completely off track. Although I doubt it looks like it to our social-media-savvy citizens taking a step into the online space is big step forward and we hope to move on from here in leaps and bounds.
Perhaps it may be back to a slightly-tempered but defensive stance: if you aren’t interested, don’t listen; if you want to talk to us, please do; and if you think we could do something better, tell us!
I don't think we joined Twitter with the intention of gaining another broadcast channel although that is pretty much all we’ve done with it so far. I think it would be great if people started talking to us, about council services but also about themselves, via social media. I would love for this to be a starter in the organisation being able to be involved and work in online communities. I do question whether people want to though. In my personal life do I want to talk with my county or district council, my fire service, the police force? No more than I wanted to converse with them by phone, email or in person ie only when I want a service or something has gone wrong.
I want to spend my time talking to people who share my interests or can further my knowledge. I guess I apply some roughly Reithian values to my networks – do they inform, educate or entertain?
I would see an organisation as falling into one of the first two categories and therefore merely broadcasting at me is fine for me.
But I want to know (and I think the organisation should want to know) how people want us to engage with them on social networks, if in fact they do? It is, after all, about conversation and that takes at least two!

Local government and social media - response to Ingrid Koeler at IDeA

An interesting blog post from Ingrid Koeler at the IDeA about the questions facing local government using social media and an even more interesting response prompted me to post some of my own thoughts following on from discussions happening more frequently in these parts.

What are the greatest areas of potential benefit in councils using social media?

I think it is too early to tell what the real benefits to local government might be from social media and when they do become apparent those benefits may be hard to measure due to the fluid landscape and fast evolution of the online space.My feeling at the moment is that, if adopted, it could be the beginning of a change in the way in which local government engages with communities and the way they are perceived in return.In our own case moving forward with social media is the obvious next step from the concept we ran with for the websites – information presented in plain English and a friendly tone (or in other words moving The Authority from the authority). Social media in its many forms could boil down to taking that information and making it interactive.This could encourage greater engagement as the channels into the organisation become more open, easier to find and more two-way. And this, right now, is probably my best guess about greatest potential – social media is presenting a real opportunity for the organisation to understand the community and engage with them on neutral ground in a transparent and equal manner.

How can councils support local communities and individuals in becoming digitally enabled and empowered?

I would go along the lines that local gov can support communities and individuals by inhabiting the online space themselves. By engaging in online conversation and reaping the benefits of social media local gov can empower local communities and individuals who may not have had a voice in a more traditional channel.In terms of enabling others – providing access through local gov services such as libraries and making resource available to encourage and enthuse communities and individuals to see how digital technology can benefit them is probably a good tack to start on.

How can local and hyper-local social networks increase community cohesion and empowerment?

I need to formulate my thoughts more fully on this one before I can give any kind of sentient answer!

How can councillors develop their leadership and communication skills using social media?

I think the first issue is for a councillor (in the same way as the organisation) to understand what social media tools, if any, are appropriate channels of communication with the constituents. If online communication is a relevant way then I think it is an extra dimension for councillors to add to being available and transparent in their role. The least effective way to use the online space in the current climate is as a platform for publishing ‘brag’ pieces. I think a cultural shift needs to happen where online communication is seen as two-way rather than a broadcast medium. To grasp this councillors and organisation would have to accept the conversations about or with them may not always be positive but can all be constructive.

How can social media be used for more effective social marketing encouraging the behaviour change necessary to achieve complex outcomes?

I’ve not fully formed my thoughts on this – I may come back to it at some point in the near future.

What’s the “next practice” in social media, including virtual worlds and more?

I don’t think local gov should be looking for the next thing but rather learning how to utilise the tools already available for the best service to communities and reward to themselves. In my mind local gov is more suited to evolving rather than pioneering and unless it can make best use of social media at this stage it really won’t matter too much about what the next step is!

I'm thinking about this all a lot at the moment as part of the daily buck-earning but also in choosing a thesis topic. There is likely to be more to come as thoughts form more fully...