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Citizens being able to
share information with a
common context are able
to help each other under-
stand the implications of
current events and govern-
ment schemes.
Self expression provides
an opportunity to them to
express their opinion.
And the self-organizing
properties of social media
help others comment and
discuss the topic, and
come up with coordinate
and articulate voices that
represent the views of the
citizens.
Plus the fact that more
than a billion users are
already on Facebook pro-
vides a ready medium for
citizen-government en-
gagement.
What is so special about
social media?
We believe that social
media has certain inherent
properties that make it
very interesting:
- Opportunity for self
expression: Social media
websites such as Face-
book and Twitter pro-
vide immense opportu-
nity for anybody to put
out their thoughts and
opinion, and make them-
selves heard across the
world
- Shared context: Social
relations capture the
embedding of social
media into the real
world, and make shared
information contextual to
the recipients. Information
transforms as it perpetu-
ates along social links,
gaining context and be-
coming more and more
relevant as it progresses
- Self organizing and cor-
recting: Simple communi-
cation primitives that al-
low people to easily share
information, strive for
validation, and connect it
to the real world, help
people get organized and
put out coherent voices to
relevant stakeholders
This degree of social con-
nectivity, opportunity for
self-expression, and an
open medium to debate
and engage is unprece-
dented in human history.
So what this mean for
governance? Governance
cannot happen without a
citizen connect, and social
media provides an ideal
vehicle for this.
The relevance of social media for governance
Gram Vaani Community Media
Social media and
governance for the
BoP
Social media and governance
A framework for
citizen-
government
engagement using
social media
 What is the relevance
of social media
 Building voice and
video based social
media platforms for
the BoP
 Points for institu-
tional connect be-
tween social media
and government
systems
 Local governance
aided through social
media
 A case study: Self-
reporting and com-
munity audit plat-
form for garbage
monitoring
 A case study: Jhark-
hand Mobile Vaani
and its role in im-
proving governance
 Learn about Gram
Vaani and our pio-
neering work in
building ICTs to em-
power communities
Citizen-government
engagement via social
media:
Moving towards
participatory democracy
literacy barriers, and the
wide proliferation of mobile
phones even at the BoP pro-
vides a ready medium.
Several pilots using IVR
based systems to enable
voice-based communication,
the success of community
radio , and experiments on
community video have dem-
onstrated the potential in
using voice and video to
build the equivalent of a
Facebook for rural India.
These forums are typically
moderated, and have an
exclusive focus on local con-
tent production and con-
sumption.
Rural and low-income urban
populations are not on Inter-
net based social media plat-
forms such as Facebook ad
Twitter. Poor text literary
coupled with sparse Internet
connectivity and the inability
to afford smartphones are
some factors that inhibit the
reach of social media to the
bottom of the pyramid popu-
lation.
How then can Internet-like
social media eco-systems be
created for this demogra-
phy?
The answer probably lies in
the use of voice and video.
Being able to communicate
in voice automatically jumps
Social media for the BoP?
TBIU Unit 9
Synergy Building 2nd floor
IIT Delhi, Hauz Khas
New Delhi, 110 016
Phone: 011-2658-1524
E-mail: contact@gramvaani.org
Website: http://www.gramvaani.org
We started Gram Vaani in 2009 with
the intent of reversing the flow of
information, that is, to make it bot-
tom-up instead of top-down. Using
simple technologies and social con-
text to design tools, we have been
able to impact communities at large -
more than 2 million users in over 7
Indian States, Afghanistan, Pakistan,
Namibia and South Africa. More in-
teresting than this are the outcomes
of what we have done: Forty rural
radio stations are able to manage
and share content over mobiles and
the web, corrupt ration shop officials
in Jharkhand were arrested due to
citizen complaints made on our plat-
form, Women Sarpanches in Uttar
Pradesh shared learning and opin-
ions on their work with senior gov-
ernment officials, and citizens were
able to monitor and report on waste
management in 18 wards of Delhi to
hold MCD officials accountable for
their work. We work with organiza-
tions all across India and in other
developing parts of the world.
Gram Vaani Community Media
Empowering communities through
technology, media, and development
www.gramvaani.org
Awards we have won:
- Knight News Challenge
in 2008
- Manthan Awards in
2009
- Economic Times Power
of Ideas awards in
2010
- Rising Stars in Global
Health award in 2012
- mBillionth South Asia
Award in 2012
Workflow of a typical voice/
video based community media
network
We can consider a two-way
flow of information between
citizen driven social media
platforms, and the govern-
ment hierarchy:
- From the government to-
wards the social media eco-
system: This would typically
consist of announcements,
details of government
schemes, and new initia-
tives. The social media eco-
system helps spread the
information and contextual-
ize it for different agents in
the eco-system
- From the social media eco-
system towards the govern-
ment hierarchy: This would
consist of feedback from the
citizens about the perform-
ance of government
schemes, what is working
and what is not, and griev-
ances that require some
action on behalf of the gov-
ernment.
Problems
Several issues currently hin-
der this connect from oper-
ating effectively:
- Social media is not recog-
nized as an official outreach
channel: Most government
departments do not use so-
cial media for outreach,
especially new experiments
such as voice-based social
media platforms operating
in rural areas. Empanelled
outreach agencies typically
consist of traditional mass
media such as radio, televi-
sion, print, and cinema,
which are not interactive
and do not allow for any
contextualization
- There is a lack of under-
standing of how information
messaging works in rural
areas: Centrally produced
content lacks local context
and is hence less effective in
influencing the behavior of
rural populations towards
up-take of government
schemes or best-practices in
livelihood and other activi-
ties. Social media has the
tremendous potential of
contextualizing information
to make it locally relevant,
but the notion of facilitating
local content creation based
on guidelines does not exist
- Giving a ear to social me-
dia conversations: Very of-
ten social media conversa-
tions are ignored as mean-
ingless chatter or as lacking
in credibility. Even moder-
ated and verified citizen
inputs are however rarely
able to reach the concerned
authorities because plugs
into the government hierar-
chy do not exist that can
listen to citizen inputs and
respond. The equivalent of
an RTI process is absent
when it comes to govern-
ment engagement with so-
cial media.
Recommendations
The following steps can
therefore be catalytic in initi-
ating citizen-government
engagement using social
media:
- Use social media channels
for outreach and citizen con-
nect at all levels — Central,
State, Local — by mandating
that government depart-
ments should look beyond
traditional media for out-
reach
- Pioneer a novel outreach
process by handing out
ONLY message and contextu-
alization guidelines to agen-
cies operating social media
platforms: Marking a depar-
ture from conventional
thinking of producing con-
tent centrally and distribut-
ing it, move towards facili-
tating distributed content
generation and distribution,
while giving guidelines on
the messages the content
should carry
- Designate social media
response personnel in each
government department at
different levels: Just like a
grievance cell, a social media
cell should listen to commu-
nity audit reports and de-
mands brought in through
social media channels. Fur-
ther, independent agencies
can be engaged to verify the
social media messages.
- Run polls to collect inputs
around building consensus
on local issues
- Hold local institutions di-
rectly accountable to the
communities by publishing
performance reports and
meeting minutes in text or
voice
- Bring transparency to local
budgeting and fund alloca-
tion
Other than integrating social
media eco-systems with gov-
ernment departments, social
media can be used for more
inclusive local governance.
This includes the following:
- Create deliberations among
communities on local issues
such as budgeting, resource
allocation, running educa-
tion and health institutions,
and management of the
commons
Building an institutional connect between social media and
government departments
Local governance aided through social media
Page 3Social media and governance for the BoP
“Rather than
central content
production
followed by
mass
distribution, a
move is
required
towards
distributed
content
production and
consumption,
while ONLY
providing
guidelines for
the messages to
be carried in
the content”
Framework for citizen-government engagement using social
media at the local level, and along the government hierarchy
Gram Vaani helped the MCD
run a pro-bono pilot on its
Fullcircle platform, to moni-
tor and audit garbage clean-
ing sites across 18 wards of
Delhi
Dates: Jun to Nov 2011
Objective: To build a self-
reporting system for moni-
toring garbage collection
activities, and allow commu-
nities to audit the reports
Pilot project: The MCD man-
dated its contractors across
18 wards of Delhi to send
daily reports about the
cleanliness status of gar-
bage collection sites.
Updates were delivered us-
ing SMS, carrying informa-
tion about whether or not a
specific garbage site had
been cleaned that day.
These SMSes were used to
generate a dashboard for
the city that could be que-
ried in real time by con-
cerned citizens, and who
could dispute the reported
claims.
A fortnightly meeting was
held with the MCD commis-
sioner to discuss the reports
and disputes, if any. The
meetings were attended by
the contractors as well, who
would have to answer to the
commissioner for any dis-
crepancy reports.
Results: The self-reporting
helped the MCD understand
its own internal points of
inefficiency. The citizen ac-
countability angle further
helped bring responsive-
ness. MCD has now included
the requirement for such a
system in its IT contract.
and accessed is broad based
comprising of folk songs,
local news and announce-
ments, questions and shar-
ing of best practices on
health and agriculture, and
feedback on government
schemes.
Gram Vaani has also built a
large network of field part-
ners who are instrumental
in carrying out significant
offline activity and follow-
ups on the information dis-
cussed on the forum. This
includes a number of local
partner organizations:
The Jharkhand Mobile Vaani
network is a voice-based
interaction platform oper-
ated by Gram Vaani on
which people can call and
share messages and stories
with each other.
The Mobile Vaani network in
Jharkhand reaches out to
more than 35,000 users
who regularly interact on
the platform contributing
call volumes as high as
2,500 calls per day.
Concerned rural citizens are
the primary participants,
and the content contributed
- Panchayat Nama which
covers JMV discussions in
their weekly publication
- Organizations including
PHRN, GSA, Leads Trust,
Sesame, IDF, PLAN, JSACS,
Red Cross Society and
PRADAN, which help answer
questions and provide infor-
mation to JMV callers
- Progressive district collec-
tors from a few districts
who take the community
feedback into consideration
while planning projects
Gram Vaani case study: Fullcircle platform for the Municipal
Corporation of Delhi to instrument its performance
Gram Vaani case study: Jharkhand Mobile Vaani and its linkage with government and
other stakeholders
Page 4Social media and governance for the BoP
MCD had set up a separate
Facebook cell to respond to
comments on social media
Screenshot of Gram Vaani’s Fullcircle platform
- State departments includ-
ing the Department of La-
bour which helps address
grievances and community
audit reports put out by the
JMV callers
JMV has so far published
over 4,000 stories, run 8
information campaigns, and
has documented more than
150 impact stories that re-
sulted because of its inter-
ventions. The network is
now being expanded with
the help from local partners
to several more states in-
cluding UP, Bihar, West Ben-
gal, Orissa, HP, Uttara-
khand, Haryana, MP, and
AP.

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Social media and governance

  • 1. Citizens being able to share information with a common context are able to help each other under- stand the implications of current events and govern- ment schemes. Self expression provides an opportunity to them to express their opinion. And the self-organizing properties of social media help others comment and discuss the topic, and come up with coordinate and articulate voices that represent the views of the citizens. Plus the fact that more than a billion users are already on Facebook pro- vides a ready medium for citizen-government en- gagement. What is so special about social media? We believe that social media has certain inherent properties that make it very interesting: - Opportunity for self expression: Social media websites such as Face- book and Twitter pro- vide immense opportu- nity for anybody to put out their thoughts and opinion, and make them- selves heard across the world - Shared context: Social relations capture the embedding of social media into the real world, and make shared information contextual to the recipients. Information transforms as it perpetu- ates along social links, gaining context and be- coming more and more relevant as it progresses - Self organizing and cor- recting: Simple communi- cation primitives that al- low people to easily share information, strive for validation, and connect it to the real world, help people get organized and put out coherent voices to relevant stakeholders This degree of social con- nectivity, opportunity for self-expression, and an open medium to debate and engage is unprece- dented in human history. So what this mean for governance? Governance cannot happen without a citizen connect, and social media provides an ideal vehicle for this. The relevance of social media for governance Gram Vaani Community Media Social media and governance for the BoP Social media and governance A framework for citizen- government engagement using social media  What is the relevance of social media  Building voice and video based social media platforms for the BoP  Points for institu- tional connect be- tween social media and government systems  Local governance aided through social media  A case study: Self- reporting and com- munity audit plat- form for garbage monitoring  A case study: Jhark- hand Mobile Vaani and its role in im- proving governance  Learn about Gram Vaani and our pio- neering work in building ICTs to em- power communities Citizen-government engagement via social media: Moving towards participatory democracy
  • 2. literacy barriers, and the wide proliferation of mobile phones even at the BoP pro- vides a ready medium. Several pilots using IVR based systems to enable voice-based communication, the success of community radio , and experiments on community video have dem- onstrated the potential in using voice and video to build the equivalent of a Facebook for rural India. These forums are typically moderated, and have an exclusive focus on local con- tent production and con- sumption. Rural and low-income urban populations are not on Inter- net based social media plat- forms such as Facebook ad Twitter. Poor text literary coupled with sparse Internet connectivity and the inability to afford smartphones are some factors that inhibit the reach of social media to the bottom of the pyramid popu- lation. How then can Internet-like social media eco-systems be created for this demogra- phy? The answer probably lies in the use of voice and video. Being able to communicate in voice automatically jumps Social media for the BoP? TBIU Unit 9 Synergy Building 2nd floor IIT Delhi, Hauz Khas New Delhi, 110 016 Phone: 011-2658-1524 E-mail: contact@gramvaani.org Website: http://www.gramvaani.org We started Gram Vaani in 2009 with the intent of reversing the flow of information, that is, to make it bot- tom-up instead of top-down. Using simple technologies and social con- text to design tools, we have been able to impact communities at large - more than 2 million users in over 7 Indian States, Afghanistan, Pakistan, Namibia and South Africa. More in- teresting than this are the outcomes of what we have done: Forty rural radio stations are able to manage and share content over mobiles and the web, corrupt ration shop officials in Jharkhand were arrested due to citizen complaints made on our plat- form, Women Sarpanches in Uttar Pradesh shared learning and opin- ions on their work with senior gov- ernment officials, and citizens were able to monitor and report on waste management in 18 wards of Delhi to hold MCD officials accountable for their work. We work with organiza- tions all across India and in other developing parts of the world. Gram Vaani Community Media Empowering communities through technology, media, and development www.gramvaani.org Awards we have won: - Knight News Challenge in 2008 - Manthan Awards in 2009 - Economic Times Power of Ideas awards in 2010 - Rising Stars in Global Health award in 2012 - mBillionth South Asia Award in 2012 Workflow of a typical voice/ video based community media network
  • 3. We can consider a two-way flow of information between citizen driven social media platforms, and the govern- ment hierarchy: - From the government to- wards the social media eco- system: This would typically consist of announcements, details of government schemes, and new initia- tives. The social media eco- system helps spread the information and contextual- ize it for different agents in the eco-system - From the social media eco- system towards the govern- ment hierarchy: This would consist of feedback from the citizens about the perform- ance of government schemes, what is working and what is not, and griev- ances that require some action on behalf of the gov- ernment. Problems Several issues currently hin- der this connect from oper- ating effectively: - Social media is not recog- nized as an official outreach channel: Most government departments do not use so- cial media for outreach, especially new experiments such as voice-based social media platforms operating in rural areas. Empanelled outreach agencies typically consist of traditional mass media such as radio, televi- sion, print, and cinema, which are not interactive and do not allow for any contextualization - There is a lack of under- standing of how information messaging works in rural areas: Centrally produced content lacks local context and is hence less effective in influencing the behavior of rural populations towards up-take of government schemes or best-practices in livelihood and other activi- ties. Social media has the tremendous potential of contextualizing information to make it locally relevant, but the notion of facilitating local content creation based on guidelines does not exist - Giving a ear to social me- dia conversations: Very of- ten social media conversa- tions are ignored as mean- ingless chatter or as lacking in credibility. Even moder- ated and verified citizen inputs are however rarely able to reach the concerned authorities because plugs into the government hierar- chy do not exist that can listen to citizen inputs and respond. The equivalent of an RTI process is absent when it comes to govern- ment engagement with so- cial media. Recommendations The following steps can therefore be catalytic in initi- ating citizen-government engagement using social media: - Use social media channels for outreach and citizen con- nect at all levels — Central, State, Local — by mandating that government depart- ments should look beyond traditional media for out- reach - Pioneer a novel outreach process by handing out ONLY message and contextu- alization guidelines to agen- cies operating social media platforms: Marking a depar- ture from conventional thinking of producing con- tent centrally and distribut- ing it, move towards facili- tating distributed content generation and distribution, while giving guidelines on the messages the content should carry - Designate social media response personnel in each government department at different levels: Just like a grievance cell, a social media cell should listen to commu- nity audit reports and de- mands brought in through social media channels. Fur- ther, independent agencies can be engaged to verify the social media messages. - Run polls to collect inputs around building consensus on local issues - Hold local institutions di- rectly accountable to the communities by publishing performance reports and meeting minutes in text or voice - Bring transparency to local budgeting and fund alloca- tion Other than integrating social media eco-systems with gov- ernment departments, social media can be used for more inclusive local governance. This includes the following: - Create deliberations among communities on local issues such as budgeting, resource allocation, running educa- tion and health institutions, and management of the commons Building an institutional connect between social media and government departments Local governance aided through social media Page 3Social media and governance for the BoP “Rather than central content production followed by mass distribution, a move is required towards distributed content production and consumption, while ONLY providing guidelines for the messages to be carried in the content” Framework for citizen-government engagement using social media at the local level, and along the government hierarchy
  • 4. Gram Vaani helped the MCD run a pro-bono pilot on its Fullcircle platform, to moni- tor and audit garbage clean- ing sites across 18 wards of Delhi Dates: Jun to Nov 2011 Objective: To build a self- reporting system for moni- toring garbage collection activities, and allow commu- nities to audit the reports Pilot project: The MCD man- dated its contractors across 18 wards of Delhi to send daily reports about the cleanliness status of gar- bage collection sites. Updates were delivered us- ing SMS, carrying informa- tion about whether or not a specific garbage site had been cleaned that day. These SMSes were used to generate a dashboard for the city that could be que- ried in real time by con- cerned citizens, and who could dispute the reported claims. A fortnightly meeting was held with the MCD commis- sioner to discuss the reports and disputes, if any. The meetings were attended by the contractors as well, who would have to answer to the commissioner for any dis- crepancy reports. Results: The self-reporting helped the MCD understand its own internal points of inefficiency. The citizen ac- countability angle further helped bring responsive- ness. MCD has now included the requirement for such a system in its IT contract. and accessed is broad based comprising of folk songs, local news and announce- ments, questions and shar- ing of best practices on health and agriculture, and feedback on government schemes. Gram Vaani has also built a large network of field part- ners who are instrumental in carrying out significant offline activity and follow- ups on the information dis- cussed on the forum. This includes a number of local partner organizations: The Jharkhand Mobile Vaani network is a voice-based interaction platform oper- ated by Gram Vaani on which people can call and share messages and stories with each other. The Mobile Vaani network in Jharkhand reaches out to more than 35,000 users who regularly interact on the platform contributing call volumes as high as 2,500 calls per day. Concerned rural citizens are the primary participants, and the content contributed - Panchayat Nama which covers JMV discussions in their weekly publication - Organizations including PHRN, GSA, Leads Trust, Sesame, IDF, PLAN, JSACS, Red Cross Society and PRADAN, which help answer questions and provide infor- mation to JMV callers - Progressive district collec- tors from a few districts who take the community feedback into consideration while planning projects Gram Vaani case study: Fullcircle platform for the Municipal Corporation of Delhi to instrument its performance Gram Vaani case study: Jharkhand Mobile Vaani and its linkage with government and other stakeholders Page 4Social media and governance for the BoP MCD had set up a separate Facebook cell to respond to comments on social media Screenshot of Gram Vaani’s Fullcircle platform - State departments includ- ing the Department of La- bour which helps address grievances and community audit reports put out by the JMV callers JMV has so far published over 4,000 stories, run 8 information campaigns, and has documented more than 150 impact stories that re- sulted because of its inter- ventions. The network is now being expanded with the help from local partners to several more states in- cluding UP, Bihar, West Ben- gal, Orissa, HP, Uttara- khand, Haryana, MP, and AP.