Electronic Engagement: A Guide for Public Sector Managers

Electronic Engagement: A Guide for Public Sector Managers......Page 1
Table of Contents......Page 7
Foreword......Page 11
Preface......Page 13
About the Author......Page 15
Acknowledgements......Page 17
1.1. Who is this Guide For?......Page 19
1.2. The Challenges of Engagement......Page 21
1.2.1. An Expanding Policy Role for Public Sector Managers......Page 22
1.3. The Information Society and its Implications......Page 25
2. Definitions, Distinctions and Approaches to eEngagement......Page 29
2.1. eDemocracy: A Conceptual Typology for Public Sector Managers......Page 30
2.2. eEngagement as a Managerial Activity......Page 32
2.3.1. Active Listening......Page 35
2.3.2. Cultivating......Page 38
2.3.3. Steering......Page 39
2.3.4. Relationship Between the Three Approaches......Page 42
2.4. eEngagement and Electronic and Online Service Delivery......Page 43
2.4.1. eGovernment Catalysts for eEngagement......Page 45
2.4.2. Difficulties and Tensions......Page 46
2.5. The Digital Divide: An Absolute Barrier?......Page 47
2.5.1. Nature of the Divide......Page 48
2.5.2. Implications of the Divide......Page 50
2.5.3. Beyond the ‘One Divide’......Page 51
3. Designing the Right Approach......Page 53
3.1.1. What is the Issue(s)?......Page 54
3.1.2. Who is the Audience(s)?......Page 55
3.1.3. Consultation versus Collaboration......Page 57
3.1.3.1. Implications of the Continuum......Page 58
3.1.3.2. Reconceptualising Consultation and Collaboration......Page 59
3.1.4. Setting Objectives......Page 61
3.1.5. Degree of Interactivity......Page 62
3.1.6. Choosing the Right Channel(s)......Page 65
3.2. Concept Development Approach......Page 66
3.3. Managing Identity Issues......Page 68
3.3.1. Desirability of Identification......Page 69
3.3.2. Technical Aspects of Identification......Page 70
4.2. Developing an Engagement Plan......Page 73
4.3. Managing Technical Implementation......Page 74
4.3.1. Determining the Software Feature Set......Page 75
4.3.2. Who Governs? Technical, Administrative, or Political......Page 76
4.3.3. Make or Buy?......Page 78
4.3.3.1. Do we Need New Tools at All?......Page 79
4.3.3.2. Purchase Point Considerations......Page 80
4.3.3.3. Proprietary versus Open Source......Page 81
4.3.4. Low Tech versus High Tech......Page 83
4.4. Generating Compelling Content......Page 85
4.4.1. Compelling Content versus Eyecandy......Page 87
4.5. Promotion and Recruitment......Page 88
4.5.2. The Power of Social Networking (and its Limitations)......Page 89
4.6. Managing Risk......Page 91
4.6.2. Moderation......Page 92
5.1. The Importance of Evaluation......Page 97
5.1.2. Pitfalls to Avoid......Page 98
5.1.3. What to Consider in Effective Assessment......Page 99
5.2.1. Document Process and Outcomes......Page 100
5.2.2. Feedback......Page 101
5.2.3. Feedback Over Time......Page 103
5.2.4. No Closeout: The Eternal Community......Page 105
Further Reading......Page 107
Appendix A. Policy Cycle Engagement Model......Page 111
Appendix B. Catalogue of eEngagement Models......Page 113