Web 2.0 Measurement: Open Government Innovations Conference

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Information about Web 2.0 Measurement: Open Government Innovations Conference
Technology

Published on July 27, 2009

Author: akrzmarzick

Source: slideshare.net

Description

Presentation delivered at the Open Government and Innovations (OGI) Conference in Washington, DC, on July 22, 2009. Outlines the ways in which government has measured its web presence in a "1.0" context, including an overview of the measurement activities conducted by Brookings Institution, Foresee, Forrester and the e-Government Act of 2002.

Measuring Gov 2.0 (But First, Lessons from Gov 1.0!) Andrew Krzmarzick Senior Project Coordinator The Graduate School http://www.graduateschool.edu http://generationshift.blogspot.com Twitter: @krazykriz

AGENDA  Gov 1.0 Measurement  Advancing Social Media Survey  Gov 2.0 Measurement Hallmarks

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“In many ways, the Internet more resembles an ancient bazaar…” 4

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Ordinary people…possess information – serious, expert, fact-based, scientific information. [They] are ready and willing to share that information across geographic, disciplinary, and institutional boundaries. - Beth Noveck, Wiki Government 6

GOV 1.0 MEASUREMENT 1. Brookings 2. Forrester 3. OMB’s E-Gov Initiative 4. ForeSee

GOV 1.0 MEASUREMENT 1. Brookings Institution E-Government Study Since 2000: • Reviewed > 1,500 State / Federal Websites •0 – 100 Point Scale

GOV 1.0 MEASUREMENT 1. Brookings Institution E-Government Study 4 points 4 points +1 4 points 4 points +2 4 points per feature (72 total possible points) + 28 more for frequency

GOV 1.0 MEASUREMENT 1. Brookings Institution E-Government Study You got it… or you don’t.

GOV 1.0 MEASUREMENT 1. Brookings Institution E-Government Study Applied to Gov 2.0: Should we count the number of social media tools an agency deploys?

GOV 1.0 MEASUREMENT 2. Forrester Website Benchmark Survey User Goals Point Scale 2 = Strong Pass (Best Practice)  Value 1 = Pass (No problems)  Navigation -1 = Fail (One major or many minor problems) -2 = Strong Fail (2+ Major…)  Presentation  Trust

GOV 1.0 MEASUREMENT 2. Forrester Website Benchmark Survey Value • Is essential content available where needed? • Is essential function available where needed? • Are essential content and function given priority in display?

GOV 1.0 MEASUREMENT 2. Forrester Website Benchmark Survey Navigation • Are menu categories/sub-categories clear? • Is wording in hyperlinks clear and informative? • Are keyword searches comprehensive and precise?

GOV 1.0 MEASUREMENT 2. Forrester Website Benchmark Survey Presentation • Does site use language that’s easy to understand? • Does the site use graphics, icons, and symbols “ “ ? • Is text legible? Text format/layout support easy scanning? • Are form fields and interactive elements placed well?

GOV 1.0 MEASUREMENT 2. Forrester Website Benchmark Survey Trust • Does the site present privacy and security policies? • Do location cues orient the user? • Is contextual help available at key points? • Does the site help users avoid and recover from errors?

GOV 1.0 MEASUREMENT 2. Forrester Website Benchmark Survey Trust the experts?

GOV 1.0 MEASUREMENT 2. Forrester Website Benchmark Survey Applied to Gov 2.0 Blog Review Tool? Tool Placement?

GOV 1.0 MEASUREMENT 3. OMB E-Government Initiatives E-Government Act of 2002 “a broad framework of measures that require using Internet-based IT to enhance citizen access to Government information and services...”

WEB 1.0 MEASUREMENT 3. OMB E-Gov Initiatives

WEB 1.0 MEASUREMENT 3. OMB E-Gov Initiatives • Business.gov • Regulations.gov As of January 2009: • USALearning.gov • 28/28 agencies had • Grants.gov implementation plans • FedBizOpps.gov • 87% of milestones met • Recreation.gov • USAJOBS.gov

WEB 1.0 MEASUREMENT 3. OMB E-Gov Initiatives d) Improve E-Gov Initiatives Performance Measures • Adoption/Participation – Is the relevant community participating? • Usage – What’s the level of use by the target community? • Customer Satisfaction – Is the community satisfied w/ products/services? • Cost Savings/Avoidance – What’s $ value for government /citizens? • Efficiency - Any decreases in time and/or increases in productivity?

WEB 1.0 MEASUREMENT 3. OMB E-Gov Initiatives Peer Pressure?

GOV 2.0 DASHBOARD?

GOV 2.0 DASHBOARD?

GOV 1.0 MEASUREMENT 4. ForeSee: E-Government Satisfaction Index

GOV 1.0 MEASUREMENT 4. ForeSee: E-Government Satisfaction Index E-Gov – What is it? • Key question: • Measures 94 e-gov sites on: How satisfied are citizens? 1. Navigation • University of Michigan’s 2. Functionality American Customer 3. Search Satisfaction Index (ACSI) 4. Look and Feel

GOV 1.0 MEASUREMENT 4. ForeSee: E-Government Satisfaction Index E-Gov Outcomes as of Q1 2009 • All-time high: 74.1% satisfaction overall • Most successful sites: • Citizens find information quickly and easily • E-Commerce and Transaction functions

WEB 1.0 MEASUREMENT 3. ForeSee: E-Government Satisfaction Index E-Gov Top Performers • http://www.ssa.gov/estimator (Score: 89) • http://medlineplus.gov (Score: 86) • http://www.niams.nih.gov/index.htm (Score: 82) • http://www.cia.gov/employment (Score: 81)

WEB 1.0 MEASUREMENT 4. ForeSee: E-Government Satisfaction Index The customers’ always right?

WEB 1.0 MEASUREMENT 4. ForeSee: E-Government Satisfaction Index Applied to Gov 2.o Add/Alter a series of questions related to social media? Real-time polling data (shared right away)?

“ADVANCING SOCIAL MEDIA” SURVEY • 10 questions • 4,000 potential respondents • Web Manager’s Forum • GovLoop • GovTwit Directory •International Contacts • 105 responses • 7 countries

“ADVANCING SOCIAL MEDIA” SURVEY Questions 1. What enables or hinders you from using social media? 2. What social media tools does your agency use? 3. Rate tools per value/importance in achieving mission. 1. Do you establish metrics prior to implementation? 1. If yes, for which tools and what variables do you measure? 2. Is privacy, security and monitoring social tools important? 3. How often do you use social media in your job? 4. Thoughts re: gov standards w/browsers, software, etc.? 5. Is CTO/CIO actively involved in social media initiatives? 6. Where are you from/what agency do you represent?

Advancing Social Media in Government Do you establish metrics prior to implementing any of the above social media tools at your agency? Answer Options Response Response Frequency Count Yes 43.8% 46 No 56.2% 59 answered question 105 skipped question 0

“ADVANCING SOCIAL MEDIA” SURVEY “…we don't have benchmark data, nor do we have measurable objectives for any of our tools. We basically just put them out there and hope they work. It's kind of annoying.”

Advancing Social Media in Government     If you answered YES for #4, what tools are you measuring?   Answer Options Response Response Frequency Count 1  Blogs 60.4% 29 2  E-mail 58.3% 28 3  Twitter 56.3% 27 4  RSS 43.8% 21 5  YouTube 33.3% 16 6  Facebook 31.3% 15 7  Podcasts 25.0% 12 8  Mobile devices 16.7% 8 9  Wikis 14.6% 7 10  Delicious 8.3% 4 11  Z-other social networking (e.g. Flickr, Govloop, LinkedIn, Ning) 8.3% 4 12  LinkedIn 6.3% 3 13  Z-other video sharing (e.g. Hulu, Vimeo, Viddler) 6.3% 3 14  Z-other social bookmarking (e.g. Digg, StumbleUpon) 4.2% 2 15  Gaming 2.1% 1 16  MySpace 2.1% 1 17  Second Life 0.0% 0 18  Z-other virtual worlds/3D Web (e.g. YooWalk) 0.0% 0   answered question 48

GENERAL BLOGS • Views • Posts  Number of views/page • Views PODCASTS • Comments (quantitative)  Time on site/page • Subscriptions • People • Visitors • Downloads Google • Complaints • Visits  Unique Analytics • Comments (qualitative)  Overall • Subscriptions  Paths to site • Paths • Links elsewhere?  Paths on site WIKIS  Geographic distribution •Users •Adoption rate RSS  Searches • Subscriptions  Satisfaction •Edits  Comments TWITTER •Followers •Growth YOUTUBE/VIMEO •Link click-throughs (when, what types of • Views content) • Comments •Retweets • Downloads •Rankings (Twinfluence, Twitter Grader) • Page placement traffic •Comparison to similar organizations • Ratings •Friends • Click-throughs •Conversations

“ADVANCING SOCIAL MEDIA” SURVEY “Metrics only tell part of the story... it is difficult to directly measure influence…”

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TRANSPARENCY

ENGAGEMENT

For More Information: Andrew Krzmarzick Senior Project Coordinator (202) 821-6288 Andrew_Krzmarzick@grad.usda.gov Thank You! GraduateSchool.edu GenerationShift.blogspot.com IAmPublicsService.org Twitter.com/krazykriz LinkedIn.com/in/AndrewKrzmarzick Delicious.com/akrzmarzick Slideshare.net/akrzmarzick 44

RESOURCES 1. Ari Herzog: http://www.ariwriter.com, @ariherzog 2. Andrew Krzmarzick: http://generationshift.blogspot.com, @krazykriz 3. Brookings Institution E-Government Study: http://snurl.com/crpxn 4. Forrester Website Benchmark Survey: http://www.forrester.com/cxpbenchmark 5. ForeSee: E-Government Satisfaction Index: http://snurl.com/crpyu 6. OMB E-Gov Initiative and Report: http://www.whitehouse.gov/omb/e-gov/ 7. Social Media and Government (Jeffrey Levy): http://snurl.com/crq0x 8. Federal Web Manager’s “Putting Citizens First:” http://snurl.com/crndj 9. IBM’s “Leveraging Web 2.0 in Government”: http://snurl.com/crq3e 10. Air Force Blog Assessment: http://is.gd/eAYo

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