Gov2.0Australia Google Group

Re: [Gov2.0Australia] Re: Next Australian Community Managers Roundtable in Canberra?

innotect...@gmail.com (Matt Moore) — Sat, 28 Nov 2009 08:12:51 UT

OK,

How about late Feb / early March?

Can anyone stump up a venue? Probably looking at 10 - 15 people in the
first instance.

On Sat, Nov 28, 2009 at 9:38 AM, Nathanael Boehm

--
Matt Moore
M. +61 (0) 423 784 504
m...@innotecture.com.au

Re: [Gov2.0Australia] Re: Next Australian Community Managers Roundtable in Canberra?

nbo...@purecaffeine.com (Nathanael Boehm) — Fri, 27 Nov 2009 22:38:13 UT

Maybe. Will be back in the APS by then so will be eligible. Let's see.

Thanks for the invite.

Nathanael Boehm

Freelance web user interaction designer

user experience · social experience · social media · user interface
development · usability · accessibility

Imagine Innovation · KATA Professional · UXnet Canberra · OpenAustralia ·

Re: Next Australian Community Managers Roundtable in Canberra?

craig.thom...@gmail.com (Craig Thomler) — Fri, 27 Nov 2009 22:34:28 UT

Matt,

I'd attend.

Not too many Community Managers in Canberra at this stage however.

Government hasn't yet rationalised the need for them.

Cheers,

Craig

Interested in providing feedback about TF Project 8? Meeting on 10/12 in Canberra

james.del...@gmail.com (chieftech) — Fri, 27 Nov 2009 01:47:39 UT

Hi everyone,

On the morning of Thursday 10th December I will be running a meeting
in Canberra to gather feedback about the Taskforce Project 8
deliverables. Just to remind you, the purpose of Project 8 is to
provide a Toolkit Blueprint and Online Engagement Guidelines.

I'm currently giving those who have been providing some direct input

Re: Re: [Gov2.0Australia] Re: UX staff @ Centrelink - hang your head in shame!!!

innotect...@gmail.com (Matt Moore) — Thu, 26 Nov 2009 02:37:35 UT

Andrew,
Actually this kind of large-scale quantification & systems mapping is
something that I am quite keen on. A lot of my client work recently
has involved trying to understand the information ecologies* of
different users inside organisations - and using techniques like
observation (I wouldn't call it ethnography) and persona construction

Re: UX staff @ Centrelink - hang your head in shame!!!

james.del...@gmail.com (chieftech) — Wed, 25 Nov 2009 23:25:38 UT

This reminds of the recent American Airlines incident.

[link]

This is an organisational challenge, not a UX problem. The solution is
Social Business Design.

James

Re: [Gov2.0Australia] Re: UX staff @ Centrelink - hang your head in shame!!!

faci...@gmail.com — Wed, 25 Nov 2009 21:55:47 UT

Incorrect - I know of at least three federal departments where there is a
central design authority that advises all players on user experience - in
effect, tying it together. I use "user experience" rather than "citizen
experience" because not all government clients are citizens.
Before you issue a rejoinder of "but this doesn't always work", I have to

Re: [Gov2.0Australia] RE: UX staff @ Centrelink - hang your head in shame!!!

innotect...@gmail.com (Matt Moore) — Wed, 25 Nov 2009 21:28:53 UT

Andrew R,
I have a suspicion that there is no one in charge of the "citizen
experience" in gov departments. Someone looks after forms. Someone
else looks after the website. Someone else designs the physical
touchpoints. But no one ties it all together. There may even be turf
wars between these groups (not that turf wars ever occur in

RE: UX staff @ Centrelink - hang your head in shame!!!

a_rem...@hotmail.com (Andrew R) — Wed, 25 Nov 2009 21:15:28 UT

Folks
How do I put this...
I know that some of the UX people who work at one of the agencies mentioned in this thread are on this list. And they take this stuff very seriously but struggle to make headway.
What I would say is if you don't like the UX or any other part of the experience or think it can be done better then I would recommend that you keep providing the feedback directly and foramlly to the agency and/or the minster. Similarly, if you think that all the services would be much better drawn together into some sort of hub - then feed this back.

Re: [Gov2.0Australia] UX staff @ Centrelink - hang your head in shame!!!

faci...@gmail.com (Andrew Boyd) — Wed, 25 Nov 2009 10:39:03 UT

Hi Matt,
When the stuff hits the fan, I believe that government is all about
service delivery. Granted, we are not all in crisis all the time.
I have to add here that sometimes bad things happen despite the best
efforts of UCD practitioners to prevent them. Because the interface is
the system, every issue with it is a usability issue. And if you're

Re: Next Australian Community Managers Roundtable in Canberra?

james.del...@gmail.com (chieftech) — Wed, 25 Nov 2009 10:02:03 UT

If I'm available and can get there, I'd be more than happy to come
along and talk about the ideas we've been developing for Taskforce
Project 8... "Community Management" is something we're discussing in
the online engagement guidelines.

Any idea when it might take place?

James

Re: UX staff @ Centrelink - hang your head in shame!!!

michael.har...@fpc.wa.gov.au (Michael Harris) — Wed, 25 Nov 2009 01:37:13 UT

Sorry, what? You had a paper form, which indicated specifically said
nothing needed to be done online, only to go into the relevant agency
to submit and then be told there's additional processes to go through.

They don't need some Govt 1.0 here, they need forms and process 101.
They've been in the business of happily creating paperwork for years

Notes from yesterday's ABS web analytics event

michael.har...@fpc.wa.gov.au (Michael Harris) — Wed, 25 Nov 2009 01:32:54 UT

In case any of you didn't get a chance to come along to yesterday's
event organised by the ABS BetaWorks team looking at Web Analytics in
Govt. - i've upload my notes in the form of mindmaps from the event
which you can get from:
[link]

Next Australian Community Managers Roundtable in Canberra?

innotect...@gmail.com (Matt Moore) — Tue, 24 Nov 2009 23:20:28 UT

Hi,
This is a not-for-profit, by practitioners / for practitioners outfit
- people with backgrounds in media, marketing, journalism, training,
etc. If you can access Facebook (which probably puts you in a minority
in Canberra) then here is more info:
[link]

Re: [Gov2.0Australia] UX staff @ Centrelink - hang your head in shame!!!

innotect...@gmail.com (Matt Moore) — Tue, 24 Nov 2009 23:00:55 UT

Andrew,
Yes and...
Absolutely agree that if you're going to service delivery then it
needs to be designed & executed well (of course government is not just
about service delivery). I reckon we need transparent rating of
government sites. Public scorecards.Name & shame but also name &
praise. And I'd like to see UX teams & the decision-makers behind the