The future of comms in local government

The Local by Social online conference (various levels of sign-up required) is turning out to be a bit of a triumph. Yesterday saw some fascinating discussions about various elements of technology (mostly web) enabled change. Well done Ingrid (and team)!

One was superbly facilitated by Walsall Council’s Dan Slee, who ran discussion on the subject of where communications in local government is likely to be headed.

I came fairly late to the party, and my point was that it’s probably less important for people in comms to consider how they fulfil their current role in a web 2.0 age, rather than to think about how the internet disrupts their entire way of working, and that a back to basics, “what are we here for?” type discussion is probably needed.

I’ve pasted in my comment below, it should still make sense despite being ripped out of context.

Perhaps in this – extremely interesting and thought provoking – thread, we are asking the wrong question.

Maybe the question should be “What is the point of the council communications team?”

Here’s what I mean: framing the discussion around social media and whatever comes after it may not be entirely helpful in this instance. I suspect that the real changes that affect the way organisations communicate are longer term and wider ranging.

It’s clear that advances in technology are changing both the information that people are consuming, and the way that they consume it.

The internet – and I use that word deliberately – is the force that is behind this change, and it has both been a long time coming and been going on for a long time, before Facebook, blogging and even the web itself.

If the internet does one thing, it reduces the cost of delivery of information to zero. That has profound consequences which are now starting to be realised. Any organisation, or role, that is based on the delivery of information (and I would argue that comms is one such role) needs to have a real think about a) what it actually wants to achieve; and then b) figure out the processes and tools to make that happen.

Take the newspaper, TV and music industries – probably the three hit most hard by the effects of the internet. All of those three industries failed to realise in time what business they were in. The newspapers thought they were about news; the TV stations about making television programmes; and the music industry about making music.

Nope. They were all in the logistics business. The value they added was in delivering content to people, whether on paper, through the telly or on CD.

If you listen to the bleating of the record labels, you’d actually think that nobody made any music before they came around, and certainly that no poor, suffering musician made any money. In fact, there was a BBC interview with Mick Jagger recently where he pointed out that, other than a few years in the late 1970s, the Stones haven’t made a penny personally from any of their records – all their income was from concerts and merchandising. In other words, if we cut out the record labels, as the internet allows us to do, nobody but the record labels suffer.

Anyway, I digressed a bit there. But the point remains: what business are you in? What are you trying to achieve?

I honestly don’t know – maybe that’s because I never worked in comms… is it something about managing the organisation’s reputation?

In the past (and probably the present) comms departments controlled messages, fed stories to local papers, got councillors on the radio and local TV and that sort of thing.

But how can they continue to do that when they are no longer faced by a couple of newspapers, one TV channel and a handful of radio stations, rather hundreds of blogs, locally or nationally, YouTube users who can put video up at the drop of a hat, people armed with mobile phones, throwing up audio online – all of whom potentially have audiences way in advance of those traditional mediums.

How can comms teams do that job when every member of staff also has access to these tools, and every councillor too?

So what, now, is the purpose of the comms guys? Why does a council need a comms department at all? Figure that one out, and I would imagine everything else will just drop into place.

Local by Social: free online conference 3-9 November

I’m taking part in an online conference on the LGID Communities of Practice platform (registration required) that’s running between 3 and 9 November.

My bit will be on the 8th, between 1.30 and 3.30pm, and I will be talking about the movement of GovCamps across the UK, where practitioners, suppliers and interested others get together to chew the fat about improving public services.

Here’s the skinny from the Local by Social blog:

Local by Social online conference, 3 – 9 November FREE

Citizens and councils are getting online and discovering the power of the Internet to make it easier to access services, feed back for improvement, provide accountability and help people organise themselves for civic action.

The Local by Social online conference will bring together a range of practitioners, thought leaders and social entrepreneurs to look at three areas where the Internet is changing the way localities are governed and services are delivered.

Social media: citizens and councils
Social media: creating and sharing knowledge between practitioners
Open data for accountability and improvement.
This free conference will be hosted on Local Government Improvement and Development’s Communities of Practice platform.

What’s an online conference?

An online conference is just like a conference in the ‘real world’ except there are no long train journeys, no soggy sandwiches and no shame in getting up and walking out if the topic just isn’t your thing.

LG Improvement and Development has hosted many successful online conferences. You’ll hear from invited ‘speakers’ who will share materials through video, presentations or writing about their topic who will then be available to answer questions in the discussion forum. But this is also an opportunity to set your own agenda, start topics or carry on discussions.

How do I sign up?

This free online conference is already open to join. If you’re not already a member, register at www.communities.idea.gov.uk (it’s free). If you are, simply follow this link to sign up. We’ll alert you as activity kicks off and round up the hot topics, so you never miss a thing.

Confirmed speakers

  • Carrie Bishop and Dominic Campbell, FutureGov
  • Dave Briggs, Learning Pool
  • Emer Coleman, GLA/ London DataStore
  • Gary Colet, KIN
  • Hugh Flouch, Network Neighbourhoods
  • Steve Dale, Knowledge Hub
  • Paul Davidson, CIO Sedgemoor, LeGSB
  • Brendan Harris, Local Government Improvement and Development
  • Stuart Harrison, Lichfield District Council
  • Alison Hook, Coventry Council
  • Dan Slee, Walsall Council
  • Hollie Snelson, Kent
  • Julian Tait, Open Data Manchester/ Future Everything
  • Mike Thacker, Porism/ esd-toolkit
  • Richard Wallis, Talis
  • David Wilcox

The pipe problem

PipesAt Public Sector Online (which Elaine did a marvellous job of writing up on the LP blog) last Monday, the question was asked – as it often is at these events – what could be done about the fact that the majority of folk working in government, access to the common social websites is blocked.

Cue nods around the room. It’s still an issue, despite the fact that almost every sensible person one talks to says that blocking isn’t the thing to do.

What are the reasons for the blocking? I think there are three main ones. The first two are straw men, to be honest. The third is more troubling and difficult to get around.

1. Staff will waste time

I don’t think I need to spend too much time on this one, as every reader of this blog surely knows that this is a management issue and not a technology one. If people want to waste time, they’ll find a way; and ever organisation already has policy and process to manage this and stop it happening.

2. Information security and risk of virus infection etc

Two parts to this. Firstly that using social web sites, whether for communication or collaboration, increases the likelihood of losing sensitive information. I’ve heard of people in councils being blocked from Slideshare for this very reason. Imagine that! Someone accidentally creating a powerpoint deck full of confidential data, and then deciding that they should publish it publicly on Slideshare!

This is unfathomably moronic, not least because of course there have been far more instances of people losing or leaking paper files, and nobody as far as I am aware has banned the use of those. It’s an education thing, innit?

Likewise the virus issue. People clicking dodgy links is the main problem here, and that’s as likely to happen via email as anything else. Nobody blocks email (shame). Instead, educate people not to click dodgy links. Easy.

3. The pipe isn’t big enough

This is the real issue I think. I have had lots of conversations with IT folk in public sector organisations who simply state that if someone in the organisation watches a video on YouTube, then that’s the network down for pretty much everyone else.

We’ve all been there – who hasn’t tried to access the web at a lunchtime, only for it to be unusably slow?

I can’t help but think that this is one of the main reasons behind organisations blocking access to interesting websites. Perhaps the other two reasons are just covering up the fact that many government organisations have infrastructure that really isn’t fit for purpose?

I honestly don’t know and I also don’t know how expensive a situation this sort of thing is to resolve, or how much of a priority it would be to fix in these austere times.

Credit: photo by Ozh.