“Government 2.0 grew out of Web 2.0 in an attempt to define a new approach to governing which provides governments and their citizens more direct and immediate ways to communicate, engage and collaborate enabled by Web 2.0 principles and tools”(Robertson, 2009).

Some tangible examples of how some government departments are adopting social technologies to better engage civilians or enhance their services.

Government 2.0 Action Plan – Victoria

The Government 2.0 Action Plan provides a systematic approach to the use of Web 2.0 applications and tools such as wikis, blogs, and social networking sites to engage with citizens, develop policy and deliver services. According to Department of Premier and Cabinet (2010) Gov2.0 making a more open and collaborative relationship between the government and citizens, and it also making our work more efficiency. Recently, there is an innovation gov2.0 practice in the Victorian Public Service which is bringing all small business owners to share information and data. Open up public data would be increase engagement with the community and economic benefits.

The Government 2.0 Action Plan focuses on the following priority areas:

  1. Driving adoption in the Victorian Public Service > Leadership
  2. Engaging communities and citizens > Participation
  3. Opening up government > Transparency
  4. Building capability > Performance

All of this points to social media becoming part of citizens’ online activity. The Government 2.0 Action Plan seeks to leverage the opportunities of Web 2.0 in opening up government and providing stronger citizen engagement.

Case Study: Public Sphere as a Gov 2.0 example of Open Government

According to Lundy (2009) the term of gov2.0 describing the new opportunities presented by online technologies and social methodologies to achieve a more open government to provides different benefits with different people:

  • Citizens-having opportunities to participate in decision making
  • Politicians- there are a higher accountability for politicians.
  • Government administration- all services and decisions are directly related to citizens’ needs
  • Industry-open government can open an opportunity to economic growth

There also some pillars for open government, firstly, government have limited information about each citizen, therefore is difficult to provide services that fulfil every citizen’s need; secondly, citizen participate in the decision making will facing a challenge that require well-informed responses; thirdly, there is some government information cannot be publicly accessible for the privacy reason.


Department of Premier and Cabinet. (2010, July). Government 2.0 Action Plan – Victoria. Retrieved September 23, 2010, from eGovernment : http://www.egov.vic.gov.au/government-2-0/government-2-0-action-plan-victoria.html

Lundy, K. (2009, September 1). Case Study: Public Sphere as a Gov 2.0 example of Open Government. Retrieved 09 23, 2010, from centre for policy development: http://cpd.org.au/2009/09/case-study-public-sphere-as-a-gov-2-0-example-of-open-government/

Robertson, J. (2009, June 15). What is government 2.0? Retrieved September 23, 2010, from Step Two: http://www.steptwo.com.au/columntwo/what-is-government-20/


For those of you who don’t know what blogs and wikis are, please check blow videos

Blogs in Plain English

Wikis in Plain English

To be blogs or To be wikis It’s a question often asked!

Recently, there are two new technology streams have merged in ways that are of intense interest from a transformation perspective. First, larger numbers of people can more easily engage in meaningful interactions via blogs. Second, the wikis has become much easier to support and guide non-routine collaborative activities effectively through a simple web-based collaboration and document management application. Both of these technology can driven opportunities allow the transformation process to become more interactive, thereby drawing on the collective strength and wisdom of a much larger portion of the organisation in significantly less time (Deering, 2010). But the QUESTION is which one should we choose?

Blogs vs Wikis

The different functionalities between Blogs and Wikis

A blog is often used like a ‘journal’ where an individual make entries of commentary describing events and uploading new material such as images and video. Visitors to a blog are able to comment on these entries and contribute material, but cannot modify the entries.Wikis are more collaborative because they enable visitors to modify content posted by others and contribute new content. The most popular and well known wiki is Wikipedia (Smartcopying, 2008).

While there is some overlap, because wikis and blogs typically support quite different types of use:

  • Blogs are best for news. Entries appear in the order in which they were created, with the most recent entry appearing first. Only the most current entries appear on the main page of the blog. Older entries are still available, and can be found and viewed by searching or navigating using the date controls (isif.asia, 2010).
  • Wikis are best for group collaboration and research. Wiki pages can easily link to each other. When you create new wiki pages, they are instantly available for searching and for other pages to link to (isif.asia, 2010).

In summary, The Blogs generally appear as new types of short posts that seek to provoke, engage or inform. Traditionally the most recent post shows and previous posts are archived. Wikis on the other hand appear as static pages, they are flat and organised via links between pages. While each page can have a discussion area behind it, wikis don’t support discussions well and the subject matter tends to be more informative. However, sometimes they complement each other well and are often used together.


Deering, A. (2010). Transformation 2.0: Turning the Change Process Inside Out. Retrieved September 20, 2010, from atkearney.com: http://www.atkearney.com/index.php/Publications/transformation-20.html

isif.asia. (2010). Differences between wikis and blogs. Retrieved September 20, 2010, from wiki help: http://www.isif.asia/wikihelp/en.lproj/wiki/Understanding_wiki_vs_blog/

Smartcopying. (2008). What is a wiki or blog? Retrieved September 10, 2010, from Smartcopying- The Official Guide to Copyright Issues for Australian Schools and TAFE: http://www.smartcopying.edu.au/scw/go/pid/945

Social networking means exactly the same thing online as it does offline and It is a social structure made up of relationships and links. Although social networking is possible in person, especially in the workplace, universities, and high schools, it is most popular online. This is because the internet where people gather to meet someone have something in common, and share first-hand information or some experiences about same hobbies, in addition, to developing friendships or  looking for  employment, people are given an opportunity to meet each other in a familiar environment.

Social Networking in Plain English

Personal suggestion by using Facebook

Most of people using Facebook services to share experience and pictures, like favourite restaurant and shops. Nowadays Facebook places which rolls out, this new service that is different with tagging someone in a picture, it allows that your friend tagging where are you when check into a place, also your friends are able to see any others have checked in at same location with you, which means your friend will know your presence and who are you with, people excited about it. However , it always result in a social boom, because it will make your life public that would be terrible if there is anyone you don’t want them know, or imagine that if  you are somewhere you are not supposed to be , and it would be cause a terrible consequence.  So ‘don’t let other people tag you’ even if your friends who will disclose too much privacy, and once it disclosed that might be impact on your working and family.

Facebook Places

To be Social networking or Not To be Social networking in Organisation?

The question that still may come up in more high level discussion of enterprise social software is whether the workplace should be social at all, but consider like Facebook now has more than 400 million active users globally, a massive 229% increase from a year ago and the number of Twitter accounts had grown by 1,500% in a year. From Tony Zingale, Jive Software’s CEO: “Social business is a $5B market, growing at a rapid rate. It is the new way to do business. Collaboration and community are the new spots for innovation. Every major software company in the world, including Google, has to figure out how to enable the new social enterprise. Many will face roadblocks because technology alone won’t drive adoption of social in the enterprise. You need solutions tailored from the ground up that radically change the way we do business, not just bolt on to the old way. ” (MOSHER, 2010)

Five benefits of making Corporate social

Hinchcliffe (2010) claimed adding social to enterprise IT in a strategic way can have the following outcomes:

  1. Social software can tap deeply into emergent human capacity at any scale, in any location.
  2. Social business models introduce potent new motivations for contributions to an organization’s objectives.
  3. Social IT can collect and aggregate corporate knowledge for reuse and leverage like few other methods.
  4. Social systems engage with, react to, and respond on a shorter time scale than most other modes of business interaction.
  5. Social software naturally breaks down barriers, silos, and tribal boundaries while maximizing inbound participation.

Ten top issues with social computing in business

According to Hinchcliffe (2009) the following ten issues about social computing which he summarised at 2009. However, the issues might be changing in the near future.

  1. Lack of social media literacy amongst workers
  2. A perception that social tools won’t work well in a particular industry
  3. Social software is still perceived as too risky to use for core business activities
  4. Can’t get enough senior executives engaged with social tools
  5. There is vapor lock between IT and the social computing initiative
  6. Need to prove ROI before there will be support for social software
  7. Security concerns are holding up pilot projects/adoption plans
  8. The needs around community management have come as a surprise
  9. Difficulties sustaining external engagement
  10. Struggling to survive due to unexpected success

In summary, to be Social in Organisation may face more issues, but I believe to form right policies and combine the role of Information Technology is to safely enable those social networking applications.

Example of company successful use Social Bookmarking for the Enterprise

Bupa (originally, the British United Provident Association) was established in 1947 when 17 British provident associations joined together to provide healthcare for the general public. The original services offered by Bupa included private medical insurance. Bupa had an initial registration of 38,000 when founded, but currently has over four million members, and is currently the largest independent health insurance provider in the UK (Wikipedia, 2010).

Bupa have been trailing the social bookmarking software for 6 months with 50 users from their Head Office, to create a shared library of information resources and harness the collective intelligence of the workforce.

The benefits to Bupa by using social bookmarking

  • Facilitate networking across the organisation
  • Create a knowledge base on the intranet and improving intranet search
  • Analyse tag patterns as a source of information about intellectual capital within the organisation
  • Feed users’ content tags into autonomy search engine to improve automatic indexing of content

The common pitfalls to Bupa by using social bookmarking

  • Pre-populate the system may not with usable content
  • Funds are not as important as participation
  • Both top down and bottom up support is needed
  • Difficulties sustaining external engagement

Bupa are now looking at the wider strategy of how Web 2.0 technologies including social bookmarking can be taken into the organization on a wider scale. In particular, BUPA are interested in looking at how social bookmarking could be used to categorise and search information on their corporate intranet, integrated through the application programming interface.


Hinchcliffe, D. (2010, February 28). The Facebook imperative for enterprise software. Retrieved August 18, 2010, from zdnet: http://www.zdnet.com/blog/hinchcliffe/the-facebook-imperative-for-enterprise-software/1293?tag=mantle_skin;content

Hinchcliffe, D. (2009, July 27). Ten top issues in adopting enterprise social computing. Retrieved September 20, 2010, from zdnet: http://www.zdnet.com/blog/hinchcliffe/ten-top-issues-in-adopting-enterprise-social-computing/581

Wikipedia. (2010, July 18). Bupa. Retrieved September 22, 2010, from Wikipedia, the free encyclopedia: http://en.wikipedia.org/wiki/Bupa

MOSHER, B. (2010, August 12). Enterprise 2.0: All Social Software is Not Created Equal. Retrieved August 19, 2010, from cmswire: http://www.cmswire.com/cms/enterprise-20/enterprise-20-all-social-software-is-not-created-equal-008281.php

Wiki is a piece of server software that allows users to freely create and edit Web page content using any Web browser. Wiki supports hyperlinks and has simple text syntax for creating new pages and crosslinks between internal pages on the fly. Wiki is unusual among group communication mechanisms in that it allows the organization of contributions to be edited in addition to the content itself (wiki.org, 2002).

Good tool for people first time use wiki- Wetpaint

Wetpaint is a company that provides social network service and wiki hosting service (or wiki farm).

Wetpaint Wiki Demonstration

Wetpaint uses a simple permissions system to give various users different rights. Site administrators can set permissions levels for their entire site, individual pages, and individual users. For example, an administrator may restrict the editing of a page to registered users only; anonymous users who have not logged in and joined the site will not be able to edit the content (Wikipedia, 2010).

Example of company use wiki’s Intrawest Placemaking

Intrawest Placemaking is the real estate development division of Intrawest, a Fortress Investment Group Company. Founded in 1976 as an urban real estate development firm, Intrawest now owns and operates 11 ski resorts, including Whistler Blackcomb, as well as warm-weather resorts and golf courses. Placemaking develops the real estate assets at these resorts by master-planning the villages and by designing, building and selling luxury resort accommodations. Placemaking has 250 employees in 7 regional office locations in North America and Europe (e20portal, 2010).

In April 2006, Intrawest Placemaking undertook a bold technical initiative focused on empowering individual employees. By using OpenRoad Communication’s ThoughtFarmer social software, they built a democratic, collaborative communication wiki platform that could capture the company’s intellectual capital and strengthen the workplace community. The result was a read/ write, employee-maintained internal web site that has permanently changed the way the company interacts.

ThoughtFarmer Demo Screencast

The benefits to Intrawest Placemaking by using wiki

  • Fewer barriers to knowledge sharing – By letting employees publish their own content with only a few clicks, they would be less likely to hoard knowledge and more likely to share it.
  • No distortion in knowledge transfer – Ideas would be exchanged person-to-person, in one step, eliminating distortion and filtering.
  • An increase in employee engagement – employees that could add and edit content would feel a sense of ownership over their intranet. Because the leadership of Placemaking would be putting considerable trust in employees, employees would, in turn, be more likely to trust the company and its leaders.
  • Self-healing content – If any employees saw an error, he or she would be able to fix it immediately, reducing inaccuracies.
  • No excessive burden on a couple of administrators – The employee would be the editors. Content maintenance would no longer require a dedicated team.

The common pitfalls to Intrawest Placemaking by using wiki

  • Reluctance to edit – some people may reluctant to edit other peoples work
  • Familiarity with tool – it may cost time for employee to familiar new tools
  • Need to establish appropriate process – e.g. who can edit what (sensitive document) or company policy

The Wiki has been a dramatic increase in the frequency and quality of collaboration across within organisation, which contrast with the past due to employee distribution and large quantity of emails. The wiki has turned from simple news posting to a living community which includes sharing everything, such as news, information and opinions. It allowed employees to share different ideas and information each other, stimulate cooperation between team members who often worked apart from each other.


e20portal. (2010). Intrawest Case Study. Retrieved September 10, 2010, from e20portal.com: http://e20portal.com/index.php/case-studies/intrawest-case-study.html

wiki.org. (2002, June 27). What Is Wiki. Retrieved September 12, 2010, from wiki.org: http://wiki.org/wiki.cgi?WhatIsWiki

Wikipedia. (2010, September 10). Wetpaint. Retrieved September 04, 2010, from Wikipedia, the free encyclopedia: http://en.wikipedia.org/wiki/Wetpaint

When people want to buy a product they would get information from internet first, someone prefer to search information from company website because they are concerned about the sales information that the product they want to buy. However, many people searching the issues and relevant discussions about the product.People can easily communicate or searching feedback comments by using a blog. Blogs providing variety information about product more than sales information, in addition, creating the blogs can link business and customers, the business will more understand what the customers want. However, not all companies trust blogs, there still a question about whether the customer’s feedback and comments from business blog are more reliable and helpful than research.  But there are number of companies have already proved that by creating a business blog would encourage people provide feedback and comments to their products, also this information would be more realistic and helpful than research and development laboratory.

According to etechonlogy (2010) in the US, businesses are taking up blogging at an incredible rate. 87% of enterprise business respondents to a recent survey indicated they use blogging as part of their online marketing strategy.

The great example of a successful corporate blog – General Motors FastLane was one of the first blogs personally written by a senior executive. On FastLane, GM’s Vice-Chairman Bob Lutz and others share their thoughts and opinions about the automaker’s product line.One of the key goals of that blog was “to share information about its products and to commutate between GM senior executive and customers”. So a key metric would be to see how many times customers wrote a comment. FastLane Blog has about 100 people commenting on the blog each month, which is equivalent to gaining customer insight on their products and brands from a traditional focus group.Recently, GM has used its blogs to correct biased or inaccurate reporting in the mainstream media. The blog has been closely analysed and along with critical praise, it has also received some criticism for not responding to all comments. Despite the criticism, GM has found the balance the responding comments that works for them, answering questions they see as important and staying focused on the primary goal of the blog to discussing GM products. (Movable Type, 2010)

Bob Lutz, GM Blogger Interview

The benefits to General Motors by using blog

  • Attracts 7,500 unique visitors a day and an average of 70 comments per post
  • Delivered company news more effectively
  • Create product news and more easy to get reactions from customers
  • More personal customer experience in an impersonal online medium

The common pitfalls to General Motors by using blog

  • Damage reputation beyond the blog post comments
  • Libel and calumny comments
  • Advertisement links
  • Comments that deviates significantly from the purpose of their blog
  • Comments that deviates significantly from other socially-accepted ideas and common practice

The result of using blog by General Motors, the business can directly respond customer’s need. The blogs open more opportunities to business to listen different customer’s thinking, also more specific product information would be provided to customers. In addition, the company has opened up more internally, and there is more interest in experimenting with new media. They are currently looking into launching internal blogs for their employee.

More successful corporate blog examples

Panasonic Cyber Showcase Blogwill be among the first to bring fresh news about exhibitions around the world for those of you who “want to go to the exhibitions, but can’t” .The blog transmit information about the exhibitions for people “who can’t come to the exhibition”, so that they may feel as though they were there amidst all the excitement.

A network of internal blogs allows UNIQLO to collect real-time feedback from its local stores. With mobile phone posting, UNIQLO can tap into the intelligence of its large number of part-time employees who have no computer access.

Audio-Video giant D & M Holdings is now able to manage and distribute media assets for its flagship brand Denon across many different locations from a single web-based blog interface.


etechnology. (2010). Five Tips For Better Business Blogging (and Why You Should Care…). Retrieved September 1, 2010, from etechnology.net.au: http://www.etechnology.net.au/webdesign-blog/75-5-tips-to-better-business-blogging.html

movable type. (2010). General Motors Case Study. Retrieved September 2, 2010, from movable type.com: http://www.movabletype.com/showcase/case-studies/general-motors-case-study.html

Panasonic. (2010). About the Blog. Retrieved September 1, 2010, from Cyber Showcase Blog: http://ex-blog.panasonic.co.jp/exhibition/en/

Legal risks of social networking for organisations

Burrows (2007) explains “Organisations face many risks from their own employee and from third parties when participating on social networking”.  The legal risks for organisations in relation to social media can be classified by the following nomenclature:

  • Confidential Information
  • Trademark infringement
  • Copyright
  • Privacy
  • Discrimination
  • Misleading and deceptive conduct
  • Passing off
  • Reputation risk
  • Defamation
  • Negligent misstatements on websites
  • Occupation and organisation specific risks

Cowan said social networking security became big issues, therefore must now be incorporated into enterprise information security policies and employees acceptable usage guidelines. He also commonly advises companies to provide as much help and advice as possible to ensure employees use social networking sites cautiously and abide by their organisations (Condon, 2010).

According to Whitney (2010) there are two-way street Social networking site in an organisation:

Employees can use Facebook and Twitter to keep in touch with customers and contacts and promote their organisations.

However these sites can also be a distraction and a temptation to inadvertently post sensitive information effect legal risks.

The big challenge for an organisation is to balance the legal risks with the rewards and find the right Enterprise solution in the form of social-networking policies. However, “There is no one-size-fits-all approach when it comes to social-networking policies,” said Dave Willmer, executive director of Robert Half Technology, in a statement. “To be effective, guidelines should include input from stakeholders throughout the organization, including IT, legal, human resources, marketing, public relations and front-line employees.” (Whitney, 2010)


Burrows, M. (2009). What is a Social Media Policy? Retrieved August 19, 2010, from Rostron Carlyle Solicitors: http://www.rostroncarlyle.com/legalarticles/social-media-law-articles/what-is-a-social-media-policy.html

Condon, R. ( 2010, April 12). Security-related social networking issues abound in organisations. Retrieved August 16, 2010, from Information Security New: http://searchsecurity.techtarget.co.uk/news/article/0,289142,sid180_gci1508598,00.html

Whitney, L. (2010, April 13). Survey: CIOs tightening access to social networks. Retrieved August 17, 2010, from CNET news: http://news.cnet.com/8301-1023_3-20002360-93.html?tag=mantle_skin;content

WHY NEED Implement Enterprise 2.0?

Enterprise 2.0 implementation strategy

Andrew McAfee (2006) recommend that building Enterprise 2.0 technologies that incorporate the SLATES components seem to be following two intelligent ground rules:

First, make sure installing easy-to-use software which does not impose any rigid structure on users, which current tools, authoring, linking and tagging all can be done on web browser without HTML skills. Also, He envisages an informal roll-out but on a common platform to enable future collaboration between areas.

Second, He also recommends strong and visible managerial support to achieve this.

Key potential benefits of implementing Enterprise 2.0

Ross Dawson (2009) explains the key potential benefits of implementing Enterprise 2.0 include:

  • Encourage staff participation
  • Knowledge capture and sharing
  • Reputation
  • Efficiency and less duplication

According to (E20portal, 2010) all leading industry analysts delivered reports in 2007 championing the benefits of Enterprise 2.0. Here are some of their findings

Beyond all the hype that surrounds social software and Web 2.0, there are early signs of real business value.

– Gartner, 2007

A new generation of social networking and collaborative software is transforming how people work, they could fuel a burst of productivity, as e-mail and the Internet have already done.

– KPMG, 2007

When wikis are used internally, they can provide a better place for people to share and find information. Another key benefit is that wikis provide a place to find and access information faster and easier.

– IDC, 2007

CasioCase Study

In order to promote better information exchange and communication between departments, Casio opened an internal portal site called “C’s Café” in June 2002. The portal was integrated with each department’s web server so all users could use it. It was that very access that presented some problems. Koji Kawade, of Casio Japan’s Business Development Department Information Management Group, explained, “Each department was responsible for their content, but they were not familiar with HTML, so updating content sometimes fell behind schedule. Other difficulties using content arose as well, and the whole process took a lot of time.”(Movable Type, 2010)

Business Challenge

Maximize share information and communication exchange between employees to departments with minimum disruption.

Enterprise 2.0 Solution

By using Movable Type as a CMS tool, Casio Ltd. can implement content changes quickly in its company intranet, promote greater idea generation from its employees, and streamline communication efforts between departments and managers/employees.

The Results by Using Movable Type

  • Faster and more direct communication between departments and employees
  • Easier idea exchange and increased idea generation
  • More efficient implementation of changes

Casio discovered that Movable Type-powered blogs encourage staff participation, information exchange, and content updates with more efficiency and less duplication. In the future, Casio plans to use their blogs for more sharing of information in Research and Development, and to create an English language portal for employees working in overseas offices to reach greater company reputation.

What is Movable Type?


Dawson, R. (2009). Implementing Enterprise 2.0. Advanced Human Technologies.

E20portal. (2010). Benefits of Enterprise 2.0. Retrieved August 13, 2010, from e20portal.com: http://e20portal.com/index.php/enterprise-2.0-benefits/benefits-of-enterprise-2.0.html

Movable Type. (2010). Casio Case Study. Retrieved August 17, 2010, from Movable Type: http://www.movabletype.com/showcase/case-studies/casio-case-study.html

McAfee, Andrew, P. “Enterprise 2.0: The Dawn of Emergent Collaboration” (MIT Sloan Management Review), Spring 2006, Vol.47, No.3