Electronic engagement : a guide for public sector managers

Electronic engagement a guide for public sector managers

Over the last twenty years, advanced communication technologies have become pervasive throughout Western society. These technologies have not only revolutionized the delivery of public and private services, they have shaped consumers’ expectations about service quality. This guide (written for manag...

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Detalles Bibliográficos
Otros Autores: Chen, Peter author (author)
Formato: Libro electrónico
Idioma:Inglés
Publicado: Canberra, ACT : ANU E Press [2007]
Colección:ANZSOG (series)
Materias:
Business communication.
Digital communications.
Web sites > Design.
Information resources management.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009428294006719
Tabla de Contenidos:
  • 1. Introduction: An Information Age Democracy?
  • Who is this Guide For?
  • The Challenges of Engagement
  • An Expanding Policy Role for Public Sector Managers
  • The Information Society and its Implications
  • 2. Definitions, Distinctions and Approaches to eEngagement
  • eDemocracy: A Conceptual Typology for Public Sector Managers
  • eEngagement as a Managerial Activity
  • Three Management Approaches
  • Active Listening
  • Cultivating
  • Steering
  • Relationship Between the Three Approaches
  • eEngagement and Electronic and Online Service Delivery
  • eGovernment Catalysts for eEngagement
  • Difficulties and Tensions
  • The Digital Divide: An Absolute Barrier?
  • Nature of the Divide
  • Implications of the Divide
  • Beyond the 'One Divide'
  • 3. Designing the Right Approach
  • Key Decisions
  • What is the Issue(s)?
  • Who is the Audience(s)?
  • Consultation versus Collaboration
  • Implications of the Continuum
  • Reconceptualising Consultation and Collaboration
  • Setting Objectives
  • Degree of Interactivity
  • Choosing the Right Channel(s)
  • Concept Development Approach
  • Managing Identity Issues
  • Desirability of Identification
  • Technical Aspects of Identification
  • 4. Implementation
  • Stakeholder Buy-in
  • Developing an Engagement Plan
  • Managing Technical Implementation
  • Determining the Software Feature Set
  • Who Governs? Technical, Administrative, or Political
  • Make or Buy?
  • Do we Need New Tools at All?
  • Purchase Point Considerations
  • Proprietary versus Open Source
  • Low Tech versus High Tech
  • Generating Compelling Content
  • Compelling Content versus Eyecandy
  • Promotion and Recruitment
  • Conventional Advertising and Promotional Approaches
  • The Power of Social Networking (and its Limitations)
  • Managing Risk
  • Security
  • Moderation
  • 5. Concluding the Process
  • The Importance of Evaluation
  • Approaching Evaluation for eEngagement
  • Pitfalls to Avoid
  • What to Consider in Effective Assessment
  • Closeout Processes
  • Document Process and Outcomes
  • Feedback
  • Feedback Over Time
  • No Closeout: The Eternal Community.

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