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Slide 1
Christine Apikul
Slide 2
Module 5 Objectives Explore the different options for
delivering e-content Examine e-content delivery to mobile devices
Discuss the challenges and best practices for managing
e-participation and social networking sites
Slide 3
Slide 4
Portal Management System National Level Ministry websites that
offer information and services on a particular sector or sectors
(e.g. agriculture, education, health, employment) e-Services (that
may require the involvement of more than one ministries at the
back-end) (e.g. e- registration, e-payment, e-procurement)
Slide 5
e-Content Delivery - Health Directory of health centres,
hospitals, clinics, pharmacies, laboratories Collection of images
and videos Health-awareness campaigns Vaccination records
Scheduling of appointments at government clinics Anonymously ask
medical-related questions
Slide 6
e-Content Delivery - Health Information about: Diseases First
aid Health tips Drug prices Healthy cooking recipes Health tools
body mass index and calories calculators
Slide 7
e-Content Delivery - Employment Employers can advertise job
opportunities Jobseekers can apply for jobs online Jobseekers can
track progress of their application Jobseekers can post resume
Training schedule for offline training Online training courses
Slide 8
Portal Management System Local Level Local government websites
for different governorates, and even districts or communities
(managed by the community service centres) e-Governance portals for
the different governorates or communities that aggregate
information and services
Slide 9
e-Content Delivery Location-based Access to local government
information and e-services Users can issue and track service
request Obtain various licenses, permits and certificates Make
payment Look for information related to education and health in the
locality See schedule of public consultations Multiple channels to
communicate with local government Conduct of e-consultations
Slide 10
Community e-Content Managed by the Community Service Centres
(CSCs) Provide information related to the CSCs (services, training
schedule, etc.) Provide information relevant to the community
(local weather, agriculture, health, education and cultural news)
Proivde a platform for community to share knowledge Provide a
platform for community to collaborate in creating content
Slide 11
Reefnet - http://www.reefnet.gov.sy Online portal initiated by
the Ministry of Communications and Technology in the Syrian Arab
Republic and UNDP The programme includes the establishment of rural
community access centres. Originally planned to have a local
community website or each established rural community access centre
Shifted at a later stage to having local community websites for
rural villages, irrespective of whether they have corresponding
community centres or not
Slide 12
Reefnet - http://www.reefnet.gov.sy Reefnet portal is a unified
gateway to around 97 dedicated websites for rural villages all over
the country Provides a networking platform for communities in the
rural areas to learn, share information and create locally relevant
content in Arabic In 2010, Reefnet attracted more than 10,000 hits
per day; and users visited the portal primarily to access its
various forums, health encyclopaedia, and educational content
Slide 13
Slide 14
Going Mobile In Iraq, 75% population subscribed to mobile phone
Opportunity to reach out to remote and marginalized communities GPS
can be used to track mobile owners location and provide
personalized information and services
Slide 15
Why do you want a mobile app? Is it to make sure your
organization has an app? Again, what is needed, first and foremost,
is an understanding of what it is you or your organization want to
build and why it is (or is not) important to your target audience.
What that requires is understanding the users needs and defining
the user experience before developing the technology.
Slide 16
Mobile Users "I'm Microtasking" In this mindset, users are
using their phone in a context where they have a few brief moments
to spare. They could be in line waiting. Their time is short. They
want to get in, do what they want and leave "I'm Local" Sometimes,
mobile users want to do something specific to their location, be it
specific as defined by GPS or in a more abstract way, such as at
their job site "I'm Bored" or "I'm Curious Unlike the first
mindset, these people have time to spare. They are browsing for
interesting content and are typically not concerned with speed and
efficiency. Ease of use is still essential
Slide 17
Questions Do you think these mobile mindsets are accurate in
the Iraqi context. What other mobile mindsets can you think
of?
Slide 18
Evaluating Mobile Concepts 1. Feasibility: The degree to which
it is possible to develop the app or app component Acquiring the
Necessary Data Does the data exist and is it available? Are there
security, technical, or legal barriers to acquiring the data or
using it as intended? Is the data current? How frequently is the
data updated? Will outdated data cause users to misinterpret the
data/content?
Slide 19
Evaluating Mobile Concepts Maintaining Conceptual Integrity on
Mobile Platforms Can the app run quickly enough on a mobile
platform to maintain its conceptual integrity? Will the app have to
be significantly modified on the mobile platform due to technical
constraints such as bandwidth or functional limitations?
Maintaining Impartiality For public facing apps, can the technology
be adapted to multiple mobile devices? Consider that the government
must maintain impartiality and not endorse any product, service,
company, non-profit or other enterprise.
Slide 20
Evaluating Mobile Concepts 2. Effectiveness: The degree to
which the mobile app serves the target audience Evaluation Methods
What elements determine the effectiveness of a mobile app? What
methods are available to evaluate effectiveness? Isolating the
Target Audience What audience is the mobile app intended to serve?
How many members of this audience have access to the necessary
technology?
Slide 21
Evaluating Mobile Concepts Mobile-User-Scenarios Most
successful mobile apps offer users one or both of the following:
Dynamic content in concise and accessible formats Tools that are
useful in mobile environments Does the mobile app provide the user
with dynamic content that is regularly updated? How frequent are
the updates? Are the content and tools useful in mobile
environments
Slide 22
Evaluating Mobile Concepts Risk of Private Competition: The
degree to which the government would have to compete for market
share with private sector developers Is there a risk of private
sector competition? What is the level of that risk? Can the mobile
application concept be enhanced or modified to minimize the risk of
private competition?
Slide 23
Slide 24
Evaluating Mobile Concepts Government Justification for
developing the mobile application Is the mobile app concept within
the purview of this governmental organization? Would development of
the mobile application further the mission or goals of the
organization or the administration? Examples of government
justification include: Increasing the effectiveness of
organizational programmes or projects Where private duplication
exists: To leverage the authority of the organizations logos or
seals to disperse critical content to mobile audiences Where
private duplication exists: To provide critical content to mobile
audiences free of charge where private sector versions are sold for
profit
Slide 25
Evaluating Mobile Concepts Cost-Effectiveness: The relative
cost to develop the mobile app What is the total development cost
to the organization? What methods are available to estimate cost-
effectiveness? Are the mobile app platforms intended for
development the most cost-effective options for providing the
target audience with the desired content and/or functionality?
Slide 26
e-Participation willingness to ask & ability to respond
willingness to participate & ability to contribute e-
Participation Government Side Citizen Side
Slide 27
Social Networking The use of websites and communications and
collaboration technology to help people find, form and maintain
social relationships Examples: Facebook, Twitter, LinkedIn,
YouTube, Flickr, Wikipedia, blogsites, online forums, webchats
Common features: profile page, friend networks, multimedia sharing,
status updates commenting
Slide 28
Social Networking in Iraq Facebook penetration rate 2.2 %
Twitter penetration rate 0.1 % Expect exponential growth and rapid
uptake Source: United Nations Economic and Social Commission for
Western Asia, Regional Profile of the Information Society in
Western Asia 2011, Beirut, 2012.
Slide 29
Opportunities Better understand citizens and identify trends
(through conversations, surveys, polls) Promote their services
(personalizing message and targeting audiences) Improve access to
and quality of services (citizens reporting and tracking) Improve
transparency and trust (through citizens access to and use of open
data)
Slide 30
Opportunities Improve decision-making (through discussions and
feedback) Share knowledge among peers across government
organizations Collaborate in improving services, e.g. through the
use of open government data to create mashups Change behaviours and
establish new social norms through continuous dialogue, e.g.
changing the pattern of energy consumption to combat climate
change
Slide 31
Challenges Loss of control over content that could lead to
public disorder and chaos Misinterpretation of content Long-term
commitment of resources Managing change in bureaucratic system
Slide 32
Key Considerations Understanding the audience What does your
audience want to talk about and willing to engage in conversations
about? Where does your audience want to have these conversations?
What value can you add to the conversations?
Slide 33
Key Considerations Internal policies and procedures Is the
social media initiative aligned with your organizations goals and
strategies? What are the rules of engagement for employees? What
will be the workflow for developing, reviewing and approving
content for social media sites?
Slide 34
Key Considerations Internal policies and procedures What will
you share? Are you going to post only major news? Are you going to
ask questions? Are you going to provide tips? How will you monitor
and archive the shared content and its comments? How will you
measure the impact of your social media initiative?
Slide 35
Key Considerations External policies and procedures How will
you engage with members of the public? How will you incorporate and
distill feedback? How will you respond in a timely manner and
ensure action if required? How will you handle mishaps? Who should
be informed of mishaps? Who are authorized to respond to
mishaps?
Slide 36
Best Practices Set clear, achievable and measurable objectives
at the beginning Be transparent about intent and deliver on
promises Use the right channels Put guidelines for use into
place
Slide 37
Best Practices Employ an integrated campaign that harnesses the
full potential of numerous synergized platforms Create engaging
content using interactive channels All for several trustworthy
people to respond to user generated content Inform people whenever
content is posted Continually monitor activity
Slide 38
Moderation Policies Set ground rules for public participation
in online engagement initiatives Rules for pre-moderated content
Rules for post-moderated content Getting the balance right between
promoting e- participation and preventing inappropriate content
Assess objectives of organization/initiative, target audience and
platform to be used for e-participation
Slide 39
Exercise Explore and analyse selected government social media
sites using the following list Purpose of site (is the purpose of
this site clear) Target audience (is the target audience clear)
Usability (is it easy to use) Language style used (is the style
simple, easy to understand, friendly or too technical and official)
Types of conversations held (what worked and what did not) What are
some of the good practices for responding to negative comments Does
the site require registration? If so, in order to perform which
functions? Read the About Us section Review statistics if available
Review terms of use and privacy policies Review the user group list
How does this site link with other initiatives from the same
government? Highlight three key findings from your analysis that
can help you and others develop a social media strategy for your
organization. Present your findings in a plenary for
discussion
Open Data Sites Australia http://data.gov.au Bahrain
http://data.gov.bh Singapore http://data.gov.sg UK
http://data.gov.uk USA http://data.gov
Slide 42
Slide 43
Summary In addition to national e-governance portal, there are
also portals/websites that are: Sector-based Locality-based Deliver
e-content to mobile devices Use social media networks for
e-governance
Slide 44
Summary Mobile Devices Three mobile mindsets: "I'm Microtasking
"I'm Local "I'm Bored" or "I'm Curious"
Slide 45
Summary Mobile Devices Mobile application concepts should be
evaluated against these criteria: Feasibility Effectiveness Private
competition Government justification Cost-effectiveness
Slide 46
Summary Social Media Critical success factors Careful planning
on content and delivery channels based on users analysis
Development of workflow and a governance structure Regular and open
communication internally within organizations and externally with
stakeholders and users
Slide 47
Summary Social Media Critical success factors Securing adequate
resources in the long-termboth human and financialfor not only the
e-participation process, but also the capacity to respond to and
act on citizens requests and comments Developing and agreeing on a
moderation policy that will give an agency the justification it
needs to remove or prevent inappropriate content from being
published online, while also being simple enough that it does not
inhibit participation in its initiative