Home › Blogs › chrishambly's blog

Are UK council websites embracing new technologies such as ‘web 2.0’ in order to engage with wider demographics - if so why

Posted April 24th, 2009 by chrishambly
in

I had this question from a friend and thought I'd help her out. I often enjoy helping people with research.

Would appreciate your thoughts, and any case-studies too.

Technorati Tags:

Comments

are they?

On April 24th, 2009 Sylwia Presley (not verified) says:

Before I comment let me just say I do not usually deal with council sites, however after quick glimpse on few pages of major cities I must say they are quite static, and do not really incorporate Web 2.0 0 but that's just first impressions. I wonder what their users will say though;)

I wonder why, ever thought

On April 24th, 2009 chrishambly says:

I wonder why, ever thought about it?

not quite

On April 24th, 2009 Ana (not verified) says:

My PhD supervisor and I did a study looking at Liverpool's image as capital of culture in social media. We also looked at how some governance groups used web 2.0 features. The report should come out soon. The only thing I can say is that governance groups used the opportunities that web 2.0 offers less than other groups and in a less focused, strategic manner. Have your friend contact me directly if she needs more info.

less focused, strategic manner

On April 24th, 2009 chrishambly says:

Do you have evidence or insights into why? "less focused, strategic manner"

I don't have any evidence at

On April 24th, 2009 Ana (not verified) says:

I don't have any evidence at this point, not for your friend's needs. Interviews with governance groups representatives would be necessary. However, from personal experience gained through working with local councils and state institutions, there are a couple of potential factors: lack of awareness or understanding of web 2.0 features and mechanisms, fear of negative feedback, fear of losing control of the way the information posted is dealt with, lack of resources.

A superficial look at council/state institutions websites (not only in the UK but abroad as well) will reveal that while they might have a twitter account/social networking page/ video uploads/blog few of them make these presences obvious on their main websites and even fewer link properly back to them. With social media and web 2.0 constant updates are needed and visible interlinks between all these presences are necessary. Without them any web 2.0 approach is less focused and less strategic.

What are your thoughts on this?

fear of negative feedback, fear of losing control of the way the

On April 24th, 2009 chrishambly says:

A few things cross my mind which need addressing.

"fear of negative feedback, fear of losing control of the way the information posted is dealt with, lack of resources."

  1. Why does a council need a Web2.0 presence, if it could breed "negative feedback, losing control of the way the information posted is dealt with".
  2. Investment needed for what gain, to appear "funky and sexy"? What's the point?

why do councils need a web 2.0 presence

On April 24th, 2009 Ana (not verified) says:

Excellent questions! I could ask the same for any other company using social media - why do they use it if it has the potential to breed negative feedback?

Councils like other institutions and groups need to get feedback from their locals/publics as well as engage them in a constructive dialogue and they do need to address more than one public. There are plenty of web 2.0 features, platforms and resources out there that a council could use to ensure their message reaches their target audience in a timely and significant manner. There is no one-fits-all solution therefore more time and attention should be dedicated into understanding web 2.0 and into thinking which solutions are appropriate. Also, more time and attention should be given to seeing how much the councils' audiences are using web 2.0 and only then make a decision whether a web 2.0 presence is needed.

Councils like other institutions and groups need to get feedback

On April 24th, 2009 chrishambly says:

"Councils like other institutions and groups need to get feedback from their locals/publics as well as engage them in a constructive dialogue and they do need to address more than one public."

What's wrong with good old Customer Relationship Management - using emails and phone?

Feedback can be good though, so Surveys with rewards for completion would make sense, and sure put them online.

But open up channels for the mob?! -

The problem being is when you let the "mob rule", you get issues, here is an example of Gordon Brown using a "web2.0" channel with comments turned off, they KNOW what would happen if it were open for comments


there is no one-fits-all recipe

On April 24th, 2009 Ana (not verified) says:

Why do you assume that those wanting to talk with the council have bad things to say? Opening the channels might have a potential for negative feedback but there are also several degrees into such actions - moderated comments, live streaming with comments... Moreover, why should traditional methods be the only ways to communicate with the councils? You mentioned among your examples surveys - would you mail them or have them online? I'd suggest both.

Every council has plenty of publics to communicate with. This is why there is no one-size-fits-all solution. Choosing web 2.0 might be great to address a media or a young public but not appropriate for senior citizens. This is why knowing what web 2.0 has to offer and knowing how the councils' publics are interacting with new media/web 2.0 is highly necessary.

electronic communication

On April 24th, 2009 chrishambly says:

"Why do you assume that those wanting to talk with the council have bad things to say"

Most people that contact a council contact them because they have a reason to complain, ask for money, not happy with something, council serves the people. Nobody ever phones the council to say "hey love the fact you raised council tax this year, great job".

"moderated comments, live streaming with comments"

As soon as you open up a channel for feedback, and moderate it, and delete entries you begin a flaming war, a witch hunt begins, this has been born out numerous times all over the internet.

"You mentioned among your examples surveys - would you mail them or have them online? I'd suggest both"

Absolutely, online would be my preference.

"Choosing web 2.0 might be great to address a media or a young public but not appropriate for senior citizens."

No, here you use electronic communication, not necessarily "Web2.0) which I define as "open mob rules" dialogue. Electronic and online yes, absolutely.

"This is why knowing what web 2.0 has to offer and knowing how the councils' publics are interacting with new media/web 2.0 is highly necessary."

Well actually I think simply brand monitoring is more effective, what is being said and where, and how bad is it. - listening, not necessarily jumping in.

Good thread eh?

Post new comment

The content of this field is kept private and will not be shown publicly.
Captcha
This image is used to make sure you are a human visitor and to prevent spam submissions.

Back to top