The document discusses how government agencies can use social media and crowdsourcing to engage with communities. It outlines four key steps: 1) understanding the changing expectations of citizens, 2) experimenting with new tools like social media, 3) listening to online conversations, and 4) responding to and collaborating with the public. The presentation also provides examples of how the Department of Justice in Victoria, Australia has used these approaches during emergencies.

1. learning to crowd-surf Gov 2.0 and community engagement Patrick McCormick Manager Digital Engagement Department of Justice Victoria Effective Community Engagement Conference 21 July 2010 Sydney Unless indicated otherwise, content in this presentation is licensed:

3. 1. understanding the context Paul Begala, Will_Martin , Flickr

4. the wisdom of crowds crowd-sourcing crowd-surfing 2004 book by James Surowiecki Community engagement in 2010 2008 book by Jeff Howe

11. 2. tinkering with the tools

13. using social media externally to support existing role in community and establish trusted , authentic presence on new platforms

14. sharing information to reduce costs, build trust and confirm public safety objectives

15. using social media to target alcohol related violence by encouraging user input and content creation

16. 2. listening to the crowd

18. using social media monitoring tools to capture the direction of online conversations

19. breaking down social media activity by topic and level of interest issues share of voice

20. tracking social media stats over time to identify increased interest in key issues Month on Month Trend Alcohol & Street Violence Social Media Analysis April 2010

21. plotting social media spikes against news items and events to determine impact Violent CBD brawl Street violence talk spawned by Williams’ death

22. developing a social media dashboard to provide a snapshot for senior stakeholders

23. 4. responding and collaborating Bunyip State Forest, Black Saturday, Anthony Brownhill

24. the worst natural disaster in Australia’s history Victorian Fire Map 9 February 2009, dse.vic.gov.au

25. CFA, Black Saturday, Flickr

26. providing citizens with up to date information through diverse, convenient channels Yarra Valley surrounds, March 2009, Elizabeth O’Donoghue

27. managing the information load and access to meet demand and prevent bottlenecks Kinglake, Aerial view, news.com.au

28. maintaining community engagement to prepare for future emergencies Yarra Valley, Black Saturday, Flickr

30. because people want to help and can play a role that government is well placed to facilitate

31. seeking citizen support for emergency volunteers Vital. Valued. Victorians.

32. sharing emergency information in timely, convenient way extends frontline response to community

33. being mobile and providing tools that enable citizens to help themselves and their neighbors

34. geospatial data and location aware smart phones deliver powerful tools into the hands of citizens

36. Thanks! Patrick McCormick [email_address] twitter: @solutist Questions?