City of Edmonton Update

When people ask the question – How do you measure the return on social media?  I typically respond with some basic fundamentals in mind and always refer to the fact that it depends on what the specific objectives were to begin with.

Can you measure buzz and awareness?

Absolutely, several different ways in fact.  This is where the use of social media is a no-brainer as a starting place.  In the case of the City of Edmonton and the upcoming Open City Workshop (register here space left is limited) my opinion is that increased awareness is critical.  Sharing ideas, listening and educating new audiences as to what Open Data is will be one of many messages I expect to come out of Saturday.  Further, software developers local and non-local alike are no doubt excited to hear about upcoming announcements, the vision in general and how they may play a direct role.

Magnify the effect through sharing

One of the fundamentals of Government 2.0 is participation.  The social web, in particular the government 2.0 segment of the social web is already responding to what the City of Edmonton is doing.  By agreeing to share the live bilingual webcast feed (a first for the City and very progressive by anyone’s standards in government) with anyone who would like to embed the feed on their site, it’s already opened up new communications doors for the City of Edmonton brand.  Not the least of which is GovLoop.com out of Florida.  With over 25000 Gov 2.0 community members having the stream featured on the home page of this site is important for the purposes of building international credibility and awareness for the Open Data movement and the City of Edmonton.

Here is another example on Mashable.com of the buzz potential surrounding what’s happening here.  Evan from our team made sure to mention in the comments what we’re all up to, nicely done Evan.  One never knows who may choose to watch and participate in the online discussion as a result and where that will lead, only time will tell.

Further, the media is also getting into the act and so you can expect to find the feed on one or more major traditional media websites on Saturday too.  In fact, the Edmonton Journal has authorized me to let everyone know that they’re excited to be carrying the feed, it’s so great that they’re participating and helping to spread the word about Open Data.

The bounce

What can we expect short to mid-term out of this effort on behalf of the City’s IT and Communications collaborative efforts?  In politics and other circles it might be called the “bounce.”  I predict that Edmonton area companies, the Alberta and federal governments, more than one post-secondary institution, as well as, countless folks outside the region will definitely see all kinds of opportunity coming out of Saturday.

I also think City Council and administration in Edmonton (and others whom I know are watching closely) will be able to witness first hand just how much the City of Edmonton is quickly moving towards being a strong model for Open Government.  Saturday will prove yet again that working in real-time with citizens can be extremely beneficial and not something to be feared but embraced.  That sharing our plans with the world outside our region is progressive and it too will benefit the local economy and attract new people, business and brand awareness.  The Edmonton area (I’m in Sherwood Park) is a great place to live, work and play.

Open Government – Open Hearts

What does success look like when engaging in social media?

If you have set out a plan and defined success that’s great and, I wonder if your plan also includes how to build consensus?

Many in Government 2.0 circles talk about the need for increased openness and transparency between government and citizens.   While this is critical as a direction, we should dig deeper and explore what has to happen in order to facilitate such an outcome.   In addition to educating the right people in government and citizens alike as to what an Open Government looks, smells and operates like, we need to address the “power struggle” and cynicism which usually undermines everything.  This battle takes place below the surface and behind closed doors, and can have many faces.

For example, a government I.T. department doesn’t want to allow outside technologies into their network.  They claim security and effective systems administration as the reason.  This does a number of things simultaneously, including the retention of control of a locked down system designed to stifle any innovation left within.  Just ask the Health Canada employees who attempted to tune into a live webcast we did recently where the landing page for the stream was blocked.  Health Canada bosses couldn’t tune in to an event they paid for and no amount of requests sent to I.T. was going to change that reality.  Maybe you live and work in such an environment, where this type of Open Government/Open Organization battle is taking place as we speak.  Building consensus is very difficult and very costly as a result.  Why say yes today when you can drag out the discussion for months, using every excuse possible in order to justify your existence?

Here’s an NYT article on how the US Department of Defense is moving forward with their social media policy.  When you dig below the surface, there is certainly evidence of issues and skeptism.  Despite all of this, the directive has been given and so now comes the actual implementation of the policies.

The combatants do not always include the I.T. command and control group versus the entire organization.  The sabre rattling can also include mid-level executives who have little recourse to prevent change (in their language – more work) in their world than to engage in “passive-aggressive” war games with evangelist colleagues.  They state support publicly for the course ahead while quietly and tactically undermining the project like a nearly silent virus.  Frustrating the hell out of co-workers who have great intentions.  If this is allowed to persist it rips at the very fabric of the corporate culture and good people leave as a result of a few poisonous apples.

Open Government, indeed an open and innovative organization is a result of “open hearts”

For me, in the case above, success is defined in many ways.  Not the least of which includes the early detection of committed open hearts and minds within the organization in question.  You can tell the difference pretty quickly.  People either stand for being innovative and for collaboration or they see fear at every turn.  They either see the possibility of solutions or they see barriers.  Here’s an example, compare the Twitter feed of your favourite elected official to that of Mayor Cory Booker of Newark, New Jersey.  Do you think Mayor Booker would be open to his municipality embracing Government 2.0?  This is a Mayor who replies to direct comments about the clearing of snow on his roads.  That alone is worth remarking about.

When the student is ready the teacher will appear – Chinese proverb

We come across clients all the time who want an hourly rate for a few simple social media solutions, essentially they don’t understand what they’re asking about so they look to limit risk and exposure to the project without stalling it completely.  Consensus is far easier to build on a foundation of respect and rapport and, if they’re ready to learn then great things can happen.  We’re in the social media education business in many ways, and yet, if hearts and minds are closed for business there’s little we can do.

This may sound like I’ve pinned success on warm and fuzzy, vague constructs and in reality that’s not true.  There are metrics to be aware of, objectives to be identified and a strategy to be constructed including which tools to use when and how.  Having said that, building consensus and momentum for change involving Open Data and/or the deployment of social media within government and businesses often takes much more.

Building consensus is about “open hearts and motivated minds” and our experience has shown that you can’t have a successful social media or Open Government result without starting here first.

Shaping the identity of a community

Interview with the Mayor of Hinton, Alberta – Glenn Taylor

I first met Glenn on Twitter, when he put a link out asking for feedback on a housing report for the Town of Hinton.  I replied asking if he and his administration had considered using a wiki for policy feedback from citizens?  He replied, “No, but I’ll pass it along.”  Then becoming Facebook friends and continuing our discussion, we found out that he was presenting at the ALI Social Media for Government conference.  This gave me an opportunity to meet Glenn in person for the first time.  Glenn was presenting a fire-side chat (no PPT slides) with Ken Chapman of Cambridge Strategies about the Grande Alberta Economic Region (GAER).  The story is interesting in terms of how this particular region has been impacted by many different issues.  The Mountain Pine Beetle for example has had a devastating effect.  After the conference we agreed to follow-up and today’s interview was our next step.

WS: Why become an elected official?

GT: “That started in the sandbox, I was learning about the political process in grade 5 which was when I became class president.  After school I was involved in unions and activism.  For me, it has always been a sense of representing other’s concerns that’s interested me. Union politics turned out to be too limiting, contractual negotiations etc – a narrow lens of looking at the world.

The opportunity to represent citizens’ concerns to administration is what I found fascinating and why I really love governing at the municipal level.  You can discuss something at Council and the next day be having a cup of coffee over the fence with a neighbour fielding questions about the decision.  That has translated into what is currently my 3rd term on council and 2nd term as Mayor.  We’ve focused on shaping the community identity.  We’re an industrial town, and yet, as a community realize that we have a responsibility to give back to the land.”

During the ALI conference, Glenn described his initial response to Ken Chapman’s suggestion that he start using social media as resistive.  ”I don’t have time for this,” he stated while speaking at the ALI conference this week.   However, what I don’t think Glenn bargained for is how persistent Ken Chapman can be and so @mayorhinton is now active on Twitter.  Also during that presentation he revealed that others on his Town Council are on Facebook now, although they’re not as active as they could be and more Twitter accounts have been set-up recently too.

WS: What resistance if any has there been from your colleagues on Council, administration or the region?

GT: “Well I would start with the traditionalists being afraid to engage, the silent majority if you will.  They’re asking, how can we control the message?  What’s motivating that fear are examples like what’s happening with elements associated with Rockyview County Council generating a facebook group.  Basically fixating on the negative.

We (government) can’t be superficial, can’t just listen and continue to do the same thing.  We need to take action.  However, within administration there can be fear that change will bring about more work.  Fear about change of the status quo.  At the provincial level there’s a tendency to consult with citizens through town halls so that it can be stated folks were consulted and then do what was planned anyway.  As the community changes, we need to bring that message back from the citizens to the government.  In a municipal government it’s truly the citizens issues being presented to the government and that’s my favourite part.  The challenge becomes then, how do we get those issues to the administrative team…for change in process?”

Glenn didn’t name the group but I found this one called Stop the Madness in Springbank! which seems to be against development.

WS: How do you see social media impacting your region economically?

GT: “Well number one – you need to make decisions with good information which means you have to gather good information first.  Being open to listening is key and understanding the challenges.  How do we tap into that knowledge?  Traditional invitations to discuss the issue and also connecting people online through various channels.  Flexibility has to be present in our approach so that we can reach as many citizens as possible.  In fact, we’re hosting a workshop on social media to help folks understand the tools better.”

WS: What challenges lie ahead for you and your community?

GT: “We’re really at the beginning stages of engaging the citizens.  I believe that we’re ahead of the curve and that’s a source of pride for us. However, there can be a disconnect between administration and council that sometimes exists and that will be something we have to work on.”

WS: What advice would you give to other elected officials?

GT: “Build the business case, not I have a dream, rather it’s what I have learned. It’s way easier to to operate in reactionism rather than finding the path.  I’d say it’s important to be proactive rather than reactive.  For example at our GAER Board meetings we now start with blue sky sessions and ask what’s on the horizon?  What are you hearing in your communities?  Is it a priority, do we need to spend time working on it…that means that key issues have a chance to help us set our course at the beginning.”

 

“Leaders get the behaviours that they themselves exhibit and tolerate.”  - Larry Bossidy, Author of Execution: The discipline of getting things done.

And with that in mind, I’ll leave you with the same question that Glenn has posted on Facebook and like other elected officials I’ve come across (but unfortunately not all), he cares about the answers you give…

GT: What does community mean to you?

Where social and government have come together.

This week I’ve had the extreme pleasure of being the Chair for ALI’s Social Media for Government conference in Edmonton.  Today was day one of the conference, although yesterday we had pre-conference workshops.  Stuart Crawford from Ulistic Internet Consultants out of Calgary started the day off and the fusedlogic team ran our workshop in the afternoon.

As I listened to the various speakers today, listed here. I found each one very interesting in their own way.  Jas Darrah from the City of Edmonton provided some key insights into how he helped the City get started with the “SMAC” or Social Media Advisory Council down the social path.  Jacob George from the City of Calgary, enlightened us about the overall digital footprint the city has and how quickly they respond to issues that arise.  Also, Jacob used prezi and we’re big prezi fans too, so extra points for that.

I found our break-out blitz session to be most interesting as that’s when the audience was given a chance to contribute by telling a social media story other than their own as I encouraged them to meet someone new.  Fear, still reigns supreme as the number one issue, time-management and capacity where also near the top of the list. However, trying to convince the “old guard” back at the office that this is the way to go is frustration that it seems everyone is feeling.  Should you work in government and for someone who is actually a proponent of open government, you don’t know how lucky you are.

Nathan Freed and Manon Abud did an excellent job of explaining the issues, processes and opportunities behind Inspiring Education.  A terrific Government of Alberta, Alberta Education initiative.  Kudos to Minister Dave Hancock for supporting such a project.  Now if we can just remove some more road blocks for Nathan, I bet we’d see even more from this project.

Other highlights include Troy Wason explaining to the crowd all about the ups and downs of being a assigned with getting the social media word out on behalf of the Alberta Government Caucus only to be shown the door as a result of doing his job “too well.”

And then ending the day on a pleasant note with Diane Begin from NAIT’s communications department who explained all the great things they’re doing over there involving the social web.  All and all a wonderful day.

I was just on Twitter and Nick Charney wrote the following. “Thinking of writing a blog post called Rethink, Retool or Retire, but I think it’s too edgy.”  To which I replied, “why not be a guest blogger on our site, I don’t think it’s too edgy.”  In fact, I think it’s bang on.  This sentiment also reminds me of a Lee Iacocca saying, “lead, follow or get out of the way.”  Ultimately, this is really what we’re exploring at this conference, you can actually see the wheels turn as participants look for ways to convince colleagues back home that “Web2 and Gov2 have happened and they need to be prepared and involved.”

Tomorrow is another action packed day and I’m just as excited to be a part of it with this wonderful group.  Especially since I’ve got a surprise or two cooked up for everyone…

Social Media for Government Presentation Elements

Here are all the parts and other info from the Pre-Conference Workshop, Social Media for Government Edmonton on January 25th

Thanks to all the organizations who participated:

Service Canada
Alberta Agriculture & Rural Dev.
Alberta Environment
Alberta Energy/information Tech.
Town of High River, AB
Metrolinx Ulistic Inc.
Royal Alberta Museum
Alberta Education
Red Deer County, Alberta
City of Red Deer, Alberta
Alberta Geological Society
National Energy Board
Edmonton International Airport
APEGGA
Govt. of the Northwest Territories
Town of High River, AB
AB School Empl. Benefit Plan
Strathcona County, AB
Alberta Utilities Commission
Alberta Education
Government of Alberta Office of the Auditor General
City of Fort Saskatchewan
WMS Communications
City of Kelowna, BC

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