Darren Sharp’s presentation to the Web 3.0 & The Public Sector conference held in Canberra 25-27 October 2010. Citizen Innovation: the future of online communities. * Harnessing online communities for service delivery, innovation and policy development. * How can government and public sector organisations turn citizen's ideas into actionable insight?

1. Citizen Innovation: the future of
online communities
Darren Sharp
Senior Consultant
Resonate Solutions
+61 (0)419 314 655
twitter.com/dasharp
Web 3.0 & The Public Sector
Canberra Tue 26 October 2010

2. Resonate Solutions
• Surveys
• Build & manage online communities
• Strategy
• Operations
• Technology
• Design

3. The promise of Gov 2.0
Creating opportunities for internal & external
engagement between:
• citizens and
• government agencies;
• public sector organisations;
• public servants;
• policy makers;
• elected representatives/legislators

4. Social Media as Cocktail Party

5. Why online community hubs?
Forrester recommends a community hub approach: a social
media strategy that focuses on maximizing leverage from
the corporate Web site and integrates with public
community Web sites like Facebook, LinkedIn, and Twitter
for greater reach, impact, and efficiency. Those marketing
departments that adopt this approach will attract a wider
audience, drive relevancy, and ultimately leverage
community value throughout the department.
Turning Your B2B Web Site Into A Community Hub.
Forrester Research, September 2009.

6. Invite folks over to your place!

7. Why host your own community?
• Public sites change
• You can’t control public sites
• You can’t adequately facilitate conversations
• You still have a corporate website!
• Public sites don’t provide brand context

8. How does it work?
Online Communities

9. Framing the conversation…
Customer initiated Ideas with
voting and comments
Iterative Survey – with
customer generated answers,
voting and ranking
Comment Spinners –
indicating community
health
Quick Polls – with
immediate graphical
feedback
Blog Posts with
comments
www.everydaymatters.com.au

10. Customer initiated ideas…
https://millionideas.com.au

11. Join the Burger Club...
(Become an Insider!)
www.hungryjacksonline.com

12. ECHOES Methodology

13. Online Communities:
Resonate’s Approach
Embededness
Competence
Help
Objects
Environment
Story

14. Embededness
http://www.flickr.com/photos/hans-on-experience/4922

15. Competence
http://www.flickr.com/photos/janekm/215335219/

16. Help
http://www.flickr.com/photos/markbek/2757239956/

17. Objects
http://www.flickr.com/photos/newrambler/155191253
/

18. Environment
http://www.flickr.com/photos/reiner/1528284969/

19. Story

20. Key Lessons
• You need courage to make a start
• Engage in an honest and transparent
conversation with your community
• Beware the monsters within

21. Key Lessons
• Community hubs are a long-term resource
• Be prepared to act (“close the loop”)
• Recognise your most frequent contributors

22. Thanks!
Darren Sharp
Senior Consultant, Community Management
darren.sharp@resonatesolutions.com.au
+61 (0)419 314 655
www.twitter.com/dasharp
www.resonatesolutions.com.au
Conversations. Communities. Collaboration.