freedom of information and social media€¦ · freedom of information and social media: strengths...
TRANSCRIPT
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Freedom of Information
and Social Media: Strengths and Challenges for the
Public Sector in Canada
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Outline
• Changing expectations and FOI
• Social Media in the Public Sector
• Challenges and Mitigations
• Questions
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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outdated and inefficient.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
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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
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Social Media in the Public Sector
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Social Media
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1,229 US hospitals use social media
261 Canadian hospitals (May 211)
Mobile (measure / respond)
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Flickr (crowdsourcing)
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Skype (Alternative Service Delivery)
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YouTube (mashup)
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Print to Mobile
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Wiki’s (collaboration)
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Slideshare (share / brand)
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Twitter (listening)
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Challenges/Risks and
Mitigations
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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
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Mitigation Strategy
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SLA
Service
Request
CRM
CP&S
P&D
OCM
PW
24-48hrs
2-4hrs Transit
9-5
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Misrepresentation
• Some one assumes your identity
– Damage to public reputation
– People act on bad information, potential harm
– Inaccurate expectations
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Mitigation Strategy
1. Verify your account
2. Stake your claim even if you are not
participating
3. Monitor
4. Educate
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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
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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
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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
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Mitigation Strategy
1. Capture communications image and maintain
internally
2. Training and education
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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
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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/