By Tim Ferguson, 27 October 2008 15:14
NEWS
Social networks could complement, and in some cases replace, services provided by government.
That's according to analyst house Gartner that says government organisations could benefit from social networking technology if they approach it in the right way.
Gartner analyst Andrea Di Maio told silicon.com the public sector could exploit social networking communities which improve on services already provided by the government, and could work with online communities to support or even replace certain online services government provides.
This could be particularly relevant for government services that are proving unpopular with the public and which could benefit from cost reduction. By directing people to online communities that serve particular needs more effectively than the relevant government services, government could then scale back what it offers.
For example, Di Maio said Netmums - a community for parents providing information about childcare - could complement or even replace some social services currently provided by the government.
He added that in the current economic climate, the adoption of social networking technologies could make up for budget cuts in other areas.
But a more immediate way in which government could use social networks is as channels through which people can access relevant government services. And government could also learn from the way information is gathered by and contributed to social networks in order to improve government services.
As an example of this, Di Maio cited the government's Show Us a Better Way programme in which people are invited to contribute ideas about how government data could be better communicated.
But Di Maio warned that if the public sector tries to retain excessive control of these networks they want to exploit, it might turn people away, and said government must "recognise that spontaneity is needed for success".
Comments
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1. Guy Reynolds
Once again a bunch blue sky thinkers missing the obvious.
Social networks only work if you are connected to the internet, the section of the population who probably make most use of public services not have access.
The drive seems to be that internet technology will resolve supply issues with Education (where I live applications for school places have to be done on-line), healthcare and public services, with little though to those who don't have, can't have, can't afford simply just don't want a computer or internet access.
So you have the digital divide feeding the social divide feeding the digital divide further isolating the haves from the don't haves.
2. Radical Meldrew
Don't care as long as I can settle my tax bill in Linden dollars. Somehow I don't see that happening.
3. anonymous
Great, will I get a rebate on my Council Tax then ?
Being a middle class taxpayer, and not a member of the deserving poor, for my £128 per month all I seem to get right now is my bins emptied and recycling collected once a week.
4. Mary Teresa Rainey
I'd agree that there are really interesting possibilities for the social web to replace services that Governments aren't very good at providing - what I would call the "soft" information and support services - and to focus resources on those that the professionalised public services can best provide.
We launched a social enterprise in January this year. It's basically a social network with a real social purpose - where people can profile on their key life experiences in order to "mentor" others going through similar choices and challenges. We are seeing a lot of activity and interest in three major areas: one is career advice and inspiration, another is emotional and practical support around living with health conditions and a third is in seeking practical help and encouragement in starting an enterprise or growing a small business.
These are all areas the Government spends hundreds of £millions on and has great information online, but when it comes down to meaningful empathetic connections and honest q and a exchanges, people are better at providing that for each other. They are not the experts but they are experts in their own experience.
Also we're seeing that people will embed highly relevant, useful and deep links to public sector information that others would simply not have had the skill or patience to navigate and find, making people the best conduit to the right government services and information for other people.
Of course what the social web can do is instantly connect us to the right role model at the right time; the person who's been in our shoes, knows how we feel or has "been there and done that", getting around all the barriers of circumstance, opportunity, geograohy and access.
The challenge of the digital divide remains but is diminishing, and should not be allowed to "wag the dog" of the huge benefits that people can obtain now for free on sites like ours.
Which is why social enterprises like ours that deliver a free service for the oublic by the public could benefit from being seen as part of the " public services" picture.