On line engagement gathering feedback successes and learning

On line engagement: gathering feedback, successes and learning Siu-Ming Tam First Assistant Statistician Australian Bureau of Statistics July, 2011

Outline • Background operating environment • Gov 2. 0 in Australia • ABS experience in using social media to engage with citizens • Successes • Challenges • Learning

Growing movement for open Govt and access

Key Themes § Liberate public sector information for open access § Public agencies and servants engage using Web 2. 0 tools § Change command control culture by encouraging and rewarding engagement.

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

Engagement level – Information sharing

Info and promotion (1/1) Census Lowedown on FAQs Census Song Two Camels and a Census

Information and promotion (2/2) Census Lowedown on FAQs Census Song Two Camels and a Census

Be aware of mis-information ABC Satirical Program on Population Census Anti-Census campaigns

Engagement Level Consultation

Engagement level – Participation and Collaboration

Quotes (1/3)

Quotes (2/3)

Quotes (3/3)

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

Learning • Learning how to engage and collaborate • Information slides = 10 • Consultation slides = 2 • Collaboration slides = 1 • Overarching strategy for Web 2. 0 strategies and single point of accountability • Confusion about tools and level of engagement • e. Reputation Management • Branding • Responding to issues

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?

Questions?