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Government 2.0 Taskforce - Project 8 - Online Engagement Guidelines

Government 2.0 Taskforce - Project 8 - Online Engagement Guidelines

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Published by James Dellow
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 technology change and the different levels of interest, accessibility and sophistication of different stakeholder groups can make it difficult to navigate the many different options for online engagement available. By providing these guidelines the aim is to make your online engagement activities as successful as possible. For more information about the Government 2.0 Taskforce see http://gov2.net.au/
Updated on 8th April, 2010, to include an example guide to using social media for staff, sourced from the Department of Finance and Deregulation.
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 technology change and the different levels of interest, accessibility and sophistication of different stakeholder groups can make it difficult to navigate the many different options for online engagement available. By providing these guidelines the aim is to make your online engagement activities as successful as possible. For more information about the Government 2.0 Taskforce see http://gov2.net.au/
Updated on 8th April, 2010, to include an example guide to using social media for staff, sourced from the Department of Finance and Deregulation.

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Published by: James Dellow on Dec 22, 2009
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11/24/2011

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Project8–OnlineEngagementGuidelines.ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.Updated8/4/2010.Page1of114
OnlineEngagementGuidelines
UpdatedbyJamesDellowon8
th
April,2010
ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.
PreparedfortheGovernment2.0TaskforcebyHeadshiftAustralasiaPtyLtd.PrimaryAuthors:JamesDellowandAnneBartlett‐Bragg.
 
Project8–OnlineEngagementGuidelines.ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.Updated8/4/2010.Page2of114
TableofContents
1
 
Introduction.........................................................................................................4
 
1.1
 
Background ...................................................................................................4
 
1.2
 
AbouttheseGuidelines .................................................................................4
 
1.3
 
Acknowledgements.......................................................................................6
 
2
 
Welcome..............................................................................................................7
 
2.1
 
VersionHistory..............................................................................................7
 
2.2
 
Abouttheseguidelines..................................................................................7
 
2.3
 
Usingtheseguidelines...................................................................................7
 
2.4
 
Whattheguidelinesdon'tdo.........................................................................8
 
2.5
 
FurtherReading.............................................................................................9
 
3
 
DesigninganOnlineEngagement.......................................................................10
 
3.1
 
Overview.....................................................................................................10
 
3.2
 
UnderstandingtheScope ............................................................................10
 
3.3
 
DesigningyourOnlineEngagementSolution ...............................................21
 
3.4
 
Riskmanagementandcompliancewithgovernmentstandards ..................30
 
4
 
CommunityManagementHow‐To......................................................................33
 
4.1
 
CommunityManagementOverview............................................................33
 
4.2
 
TheroleoftheCommunityManager...........................................................33
 
4.3
 
CommunityManagementActivities.............................................................35
 
4.4
 
UnderstandingyourCommunity..................................................................47
 
5
 
Roles,CompetenciesandPolicies.......................................................................53
 
5.1
 
Overview.....................................................................................................53
 
5.2
 
OnlineEngagementRoles............................................................................53
 
5.3
 
OrganisationalStructuresforOnlineEngagement.......................................60
 
6
 
UseCasesandModelExamples..........................................................................67
 
6.1
 
Overview.....................................................................................................67
 
6.2
 
ListofUseCases..........................................................................................67
 
6.3
 
ModelExamples..........................................................................................87
 
7
 
Appendix:SampleNetiquetteGuidelines ...........................................................99
 
8
 
Appendix:SampleRiskAssessmentMatrix.......................................................101
 
 
Project8–OnlineEngagementGuidelines.ThisdocumentislicensedunderaCreativeCommonsAttribution2.5AustraliaLicense.Updated8/4/2010.Page3of114
8.1
 
AbouttheRiskAssessmentMatrix.............................................................101
 
8.2
 
Samplematrix ...........................................................................................101
 
8.3
 
Appendix–OnlineActivitiesPlanningTemplate........................................105
 
9
 
ExampleGuidetousingSocialMediaforStaff..................................................107
 
9.1
 
Aboutthisexampleguide..........................................................................107
 
9.2
 
SocialMedia101:Abeginner’sguideforFinanceemployees....................107
 

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