Internet freedom and social media effects: democracy and citizen ...
Freedom of Information and Social Media€¦ · Freedom of Information and Social Media: Strengths...
Transcript of Freedom of Information and Social Media€¦ · Freedom of Information and Social Media: Strengths...
Freedom of Information
and Social Media: Strengths and Challenges for the
Public Sector in Canada
Outline
• Changing expectations and FOI
• Social Media in the Public Sector
• Challenges and Mitigations
• Questions
Freedom of Information
• Provide timely access to information in the custody
and control of a government institution.
• Paper-only requirement of access legislation in is
outdated and inefficient.
• Access requests do not make money and are rarely
cost recovery:
Average cost of fulfilling an access to information
request in 2009-2010 was $1332.31(Office of the
Information Commissioner of Canada)
Survey at the City indicated that 1/3 of access requests
were for public information or duplicate requests
Changing Expectations
• Citizen expectations are changing…
– Greater expectation of access to information
– Self-serve
– Not used to waiting for mail responses
• Government perspectives are changing…
– Movement towards proactive disclosure
– Open Government/Open Data
– Efficiency focus and cost reduction
Social Media in the Public Sector
Social Media
1,229 US hospitals use social media
261 Canadian hospitals (May 211)
Mobile (measure / respond)
Flickr (crowdsourcing)
Skype (Alternative Service Delivery)
YouTube (mashup)
Print to Mobile
Wiki’s (collaboration)
Slideshare (share / brand)
Twitter (listening)
Challenges/Risks and
Mitigations
Fractured Identity
• Who am I talking to?
• Multiple service lines and experts required to
participate in a single “voice”
• Risks
– Mixed messages
– Failure to respond
– Misinformation
Mitigation Strategy
SLA
Service
Request
CRM
CP&S
P&D
OCM
PW
24-48hrs
2-4hrs Transit
9-5
Misrepresentation
• Some one assumes your identity
– Damage to public reputation
– People act on bad information, potential harm
– Inaccurate expectations
Mitigation Strategy
1. Verify your account
2. Stake your claim even if you are not
participating
3. Monitor
4. Educate
Privacy
• Employees post information that is confidential
• People forget social media is “public”
• Lack of ownership and accountability
• Employee personal profiles can impact
corporate image
Mitigation Strategy
1. Educate
2. Use existing Code of Conduct and policies
(may need to adjust)
3. Monitor and delete
4. Post reminders on sites
Information Retention
• Information is not in the custody or control of
the public body
• Loss of information
• Limited ability to control what is viewable or
posted
Mitigation Strategy
1. Capture communications image and maintain
internally
2. Training and education
In Summary
• Social media offers many benefits to public
sector organizations
– Democratic principals and citizen engagement
– Timely and efficient
– Limited resources and fiscal responsibility
encourage use
• Not a replacement for FOI due to limitations
and public nature but compliments
Questions?
Alyssa Daku
Manager, Corporate Information Governance
Twitter @AlyssaDaku
Email: [email protected]
Philippe Leclerc
Manager, Interactive Communications
Email: [email protected]
facebook.com/cityregina
twitter.com/cityofregina
youtube.com/cityofregina
http://www.regina.ca/residents/open-government/