Shifting the Gears of Local Governance:

Mark Faul @citymark

Introducing Cities to Web 2.0

City of Ottawa: Quick Facts

• Population 1.1 million

• Over 2000 sq miles

• Almost 80% area rural• 77% of adults in Ottawa use Internet*

* the highest rate in Canada

Municipal Gov’t: Quick Facts

The City employs 18,000 people.

Over 100 different business lines, with 1000’s of different services.

The Big Question…

What is Web 2.0?

Focus on Social

> What is Social Media?

SocialInteraction

CommunicationCollaboration

Foundational Work• E-Media team (dedicated resource)

> What is Social Media?

• iGoogle for staff

• Ensuring web access

• RSS for City info

Become the “Experts”> What is Social Media?

Research

Become the “Experts”> What is Social Media?

Engaging the social web

Become the “Experts”> What is Social Media?

PilotingInternal

Generate Interest> What is Social Media?

Overcome Resistance to

Change

Corporate Concerns• Security Concerns• Accessibility Standards• Publishing Standards

> Overcome the Resistance to Change

• Privacy• IT infrastructure• Resources

> Overcome the Resistance to Change

Getting people to change

# 1 Obstacle

• Seminars & fact sheets

• Piloting (blog, wiki, microblog)

• Sandbox agreement with IT

Bottom-up:Guerrilla Change

> Overcome the Resistance to Change

Top-Down:Management buy-in

• Mayor’s Task force report

• Communications Director

• Upper management buy-in

> Overcome the Resistance to Change

Nurture Relationships

Internal & External

> Overcome the Resistance to Change

Build aBusiness Case

> Build a Business Case

1. Rationale2. Client-centric perspective3. Risks4. Business Intelligence5. Stakeholders6. Investment7. Process, Roles & Responsibilities

Frameworksee www.markfaul.ca

Integrate with existing projects

• Intranet improvements

• Communications tactics

> Build a Business Case

Seize Opportunities:Public Transit Strike

• Social media monitoring

• Traffic map mashup

• Twitter feed

• YouTube

> Build a Business Case

Opportunity # 2

Preparing for another

“crisis”

Top 5 Lessons1. Awareness building & champions

2. Piloting / Sandbox (bottom-up)

3. Management buy-in (top-down)

4. Relationship Building

5. Business Case & Timing

Mark FaulBusiness Analyst, e-Media Division,Communication & Customer Service BranchCity of Ottawa

mark.faul@ottawa.ca

(613) 580-2424 ex 12808

Blog: www.markfaul.caTwitter: citymark

Appendix: Key Projects• RSS on Ottawa.ca• iGoogle - RSS aggregation and media monitoring• Interactive Traffic Map• Internal Blog (e-Media)• Internal Wiki (GIS, e-Media)• Online Consultation pilot (Nanos Research)• LimeSurvey• Research and using social media tools (yammer, twitter, Animoto, blogs, wikis)• Web 2.0 seminars• Web 2.0 Fact Sheets• OC Transpo strike - YouTube; social media monitoring - Facebook, twitter, blogs, discussion spaces• Sandbox agreement with IT• Facebook Groups: Public Health; Doors Open Ottawa• Flickr: Doors Open Ottawa photo contest