Project8–OnlineEngagementGuidelines.ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.Updated8/4/2010.Page1of114
OnlineEngagementGuidelines
UpdatedbyJamesDellowon8
th
April,2010
ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.
PreparedfortheGovernment2.0TaskforcebyHeadshiftAustralasiaPtyLtd.PrimaryAuthors:JamesDellowandAnneBartlett‐Bragg.
Project8–OnlineEngagementGuidelines.ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.Updated8/4/2010.Page2of114
TableofContents
1
Introduction.........................................................................................................4
1.1
Background ...................................................................................................4
1.2
AbouttheseGuidelines .................................................................................4
1.3
Acknowledgements.......................................................................................6
2
Welcome..............................................................................................................7
2.1
VersionHistory..............................................................................................7
2.2
Abouttheseguidelines..................................................................................7
2.3
Usingtheseguidelines...................................................................................7
2.4
Whattheguidelinesdon'tdo.........................................................................8
2.5
FurtherReading.............................................................................................9
3
DesigninganOnlineEngagement.......................................................................10
3.1
Overview.....................................................................................................10
3.2
UnderstandingtheScope ............................................................................10
3.3
DesigningyourOnlineEngagementSolution ...............................................21
3.4
Riskmanagementandcompliancewithgovernmentstandards ..................30
4
CommunityManagementHow‐To......................................................................33
4.1
CommunityManagementOverview............................................................33
4.2
TheroleoftheCommunityManager...........................................................33
4.3
CommunityManagementActivities.............................................................35
4.4
UnderstandingyourCommunity..................................................................47
5
Roles,CompetenciesandPolicies.......................................................................53
5.1
Overview.....................................................................................................53
5.2
OnlineEngagementRoles............................................................................53
5.3
OrganisationalStructuresforOnlineEngagement.......................................60
6
UseCasesandModelExamples..........................................................................67
6.1
Overview.....................................................................................................67
6.2
ListofUseCases..........................................................................................67
6.3
ModelExamples..........................................................................................87
7
Appendix:SampleNetiquetteGuidelines ...........................................................99
8
Appendix:SampleRiskAssessmentMatrix.......................................................101
Project8–OnlineEngagementGuidelines.ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.Updated8/4/2010.Page3of114
8.1
AbouttheRiskAssessmentMatrix.............................................................101
8.2
Samplematrix ...........................................................................................101
8.3
Appendix–OnlineActivitiesPlanningTemplate........................................105
9
ExampleGuidetousingSocialMediaforStaff..................................................107
9.1
Aboutthisexampleguide..........................................................................107
9.2
SocialMedia101:Abeginner’sguideforFinanceemployees....................107
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3.1 Overview for Government 2.0 Taskforce - Project 8 - Online Engagement Guidelines
The use of Web 2.0 tools and techniques for community engagement are an increasingly important part of the policy development, service delivery, regulatory and compliance activities conducted by government agencies in Australia. However, the rate of…
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