1 SM S M anagem ent& Technology Goldilocks and the Three Bears: a story about social computing in government Matthew Hodgson Web and Information Management Service Offering Lead, ACT SMS Management & Technology
Government And Social Computing
Nov 01, 2014
Presentation to Web Standards Group on 26 July 2007. Details a case study on the use of certain social computing tools -- wikis and tagging -- to bring allow two groups to share their world-views of information.
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Matthew Hodgson
Web and Information ManagementService Offering Lead, ACTSMS Management & Technology
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Goldilocks and Porridge
PorridgeLoves to eat
Eaten in
Built in
Visited
Contained
Contained
Goldilocks
Chairs
Just Right!Too hard
Too soft
Forest
Kitchen
Contained
Felt
FeltFelt
Felt
Felt
Felt
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Three Bears and Porridge
Breakfast Lunch Dinner
Porridge
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Information Disconnect
PorridgeLoves to eat
Eaten in
Built in
Visited
Contained
Contained
Goldilocks
Chairs
Just Right!Too hard
Too soft
Forest
Kitchen
Contained
Felt
FeltFelt
Felt
Felt
Felt
Breakfast Lunch Dinner
Porridge=?
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Govt. Department and Information Disconnect
WRITE WRITE
CONTAINS
Free-text
PolicyCompliance Fees
=?Stakeholders
REPORTS ON
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The Problem
“How can you determine what’s in these reports so that one world view can inform the other?”
“How do you create business processes and tools that connects these two world views of information?”
- Mark Allenby, SMS Consultant
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A typical approach
Parent term
Child term Child term Child term
Taxonomy
+EDMS or TRIM
Might meet the businesses needsWould it meet users’ needs?
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Using a taxonomy?
IssuesNeed to have a finite set of ‘things’ to build a good taxonomyContent of reports are not finite and change over timeDoesn’t fit people’s personal view of informationNo one will use it (except for the experts)
ExtensibilityTaxonomy needs to be redesigned to adapt to new information
Parent term
Child term Child term Child term
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Issues Good as a ‘filing cabinet’ for documents Good for records managers Not designed to match the way users’ think about their own
information (corporate way only) Not designed for other things like ‘sharing information’ Tower Software uses a wiki to share knowledge and
information
Using TRIM?
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A tagging approach
“… instead [of using a system], you may want to capture and communicate… the essence of what is talked about by using free text tagging (like they do with blogs and wikis)…”
- Matt’s response
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Selling tagging
Currently tracking over 8 million tags
5 years and millions of tags and users
8 years worth of tagged, public, online diaryand information websites
All user/self-classified information
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Tagging = users’ view of information
Benefits for users: Chosen by the user Not part of a formal taxonomy
(my way, not the corporate way of thinking) Adapts easily to new information Flexible and easy to use
Benefits for the business: People want to use it - high level of participation Information still gets classified Tag clouds show frequency of terms for reporting
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Applying Garrett’s User-Centred Design Methodology
See also: http://www.jjg.net/ia/
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Scope phaseBig gaps in information and little communications between stakeholders and the Department due to different world-views
Some documented process, but without documented workflow or governance
No tools or supporting systems
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SolutionFacilitate information storage & communication Create a place to share information and knowledge Invite and encourage stakeholders to participate
Establish governance Document roles and responsibilities Document process
Provide tools and systems Support business process Support the way people think about their own information If tools are usable they will be used Focus on connecting people, information and knowledge
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Tagging and Topic Maps
Topic maps = connected information
Topic Map
WRITE WRITE
CONTAINS
Free-text
Stakeholders
Tagging CorporateTaxonomy
Laws ComplianceEquivalent to
BillsFees
Policy
Equivalent to
Has categoriesDecisions
Equivalent to
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Topic Map
WRITE WRITE
CONTAINS
Free-text
Stakeholders
Tagging CorporateTaxonomy
Laws ComplianceEquivalent to
BillsFees
Policy
Equivalent to
Has categoriesDecisions
Equivalent to
Wiki
Store and share knowledge
Contributeknowledge
Contributeknowledge
Wikis to store knowledge
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Department’s term in theirCorporate taxonomy
Related tags users haveCreated and related to the term ‘policy’
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Social computing tools in this case study
Tagging Good for user classification of information Good for representing information based on the user’s own
world-view
Wikis Good for communication - sharing information and
knowledge Easy to create and maintain content Easy and cheap to setup
Topic Maps The glue that connects disconnected information
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Key messages The more our computers are connected, the more
we realise how disconnected our information is Social computing tools can connect people,
information and knowledge Use social computing tools in “smart ways” to
serve growing user demand to interact directly with government
Remember to concentrate on the “social”-part, not the “computing” part
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… happily ever after
Blog: magia3e.wordpress.comEmail: [email protected]
Web: www.smsmt.com
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