Empowering Users and Institutions: A Risks and Opportunities Framework for Exploiting the Social Web

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Empowering Users and Institutions: A Risks and Opportunities Framework for Exploiting the Social WebBrian KellyUKOLNUniversity of BathBath, UK

UKOLN is supported by:This work is licensed under a Attribution-NonCommercial-ShareAlike 2.0 licence (but note caveat)

Acceptable Use PolicyRecording of this talk, taking photos, discussing the content using email, Twitter, blogs, etc. is permitted providing distractions to others is minimised.

Acceptable Use PolicyRecording of this talk, taking photos, discussing the content using email, Twitter, blogs, etc. is permitted providing distractions to others is minimised.

Resources bookmarked: ‘cultural-heritage-online-2009' tag Resources bookmarked: ‘cultural-heritage-online-2009' tag

http://www.ukoln.ac.uk/cultural-heritage/events/cultural-heritage-online-2009/http://www.ukoln.ac.uk/cultural-heritage/events/cultural-heritage-online-2009/

Email:b.kelly@ukoln.ac.uk

Twitter:http://twitter.com/briankelly/

Blog:http://ukwebfocus.wordpress.com/

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About Me

Brian Kelly:• National Web adviser to UK Universities and

cultural heritage organisations• Based at UKOLN, a national centre of expertise

in digital information management and located at the University of Bath

• Involved in Web since January 1993• Over 300 presentations given since 1997• Current area of interest include Web 2.0, Web

standards and Web accessibility

Introduction

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Opportunities & ChallengesOpportunities & Challenges

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On the Pull – physical and virtual exhibition organised by Brighton Library

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Brighton On The PullOn The Pull also used MySpace and Flickr

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National Library Example (1)National Library of Wales “Shaping the future: The Library’s strategy 2008-2009 to 2010-2011”:

“We propose taking advantage of new online technology, including …Web 2.0 services …It is expected that the Library itself will provide only some specific services on its website. Instead, the intention is to promote and facilitate the use of the collections by external users, in accordance with specific guidelines.”

Example of use of Web 2.0 services embedded within a Welsh Assembly Government funded project

Example of use of Web 2.0 services embedded within a Welsh Assembly Government funded project

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National Library Example (2)

Use of Web 2.0 at the National Library of Wales including:

• Use of YouTube

http://www.youtube.com/watch?v=ykCAxSqziFYhttp://www.youtube.com/watch?v=ykCAxSqziFY

Examples from guest blog post by Paul Bevan on UK Web Focus blog / Bridging Worlds 2008 paper, National Library of Singapore

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National Library Example (3)

Use of Web 2.0 at the National Library of Wales including:

• Use of YouTube

• Use of Flickr

http://www.flickr.com/groups/cymru-wales/

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Web2MemeMap, Tim O’Reilly, 2005

Characteristics Of Web 2.0

• Network as platform• Benefits of scale • Social Web• Clean URIs• Remix and mash-ups

Syndication (RSS)• Architecture of participation

Blogs & wikis Social networking,

tagging & sharing• Trust and openness

Characteristics Of Web 2.0

• Network as platform• Benefits of scale • Social Web• Clean URIs• Remix and mash-ups

Syndication (RSS)• Architecture of participation

Blogs & wikis Social networking,

tagging & sharing• Trust and openness

Web 2.0

A Non-technical Perspective on Web 2.0

It’s not just about the technological aspects, it’s about rethinking ownership and use of services and content

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It’s About The Individual!

How do you relate to a world in which the focus of the Social Web is the individual. Challenges posed:

• ‘It’s my space’• ‘Sustainability• Privacy• Editorial control• Branding• …

How do you relate to a world in which the focus of the Social Web is the individual. Challenges posed:

• ‘It’s my space’• ‘Sustainability• Privacy• Editorial control• Branding• …

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Why Use the Social Web?

11 http://www.flickr.com/photos/quelsaa/2080736454/sizes/o/

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The 1 – 9 – 90 ChallengeParticipation Inequality: Encouraging More Users to

Contribute In most online communities, 90% of users are lurkers who never contribute, 9% of users contribute a little, and 1% of users account for almost all the action. (Jakob Neilson, Oct 2006)

Potential Benefits:• Globalisation• Cross-fertilisation• Unexpected benefits• Maximising impact

Potential Dangers:• Globalisation• Mono-culture• Unexpected dangers• Loss of impact

Remember that Social Web services improve as the numbers of users increase

Remember that Social Web services improve as the numbers of users increase

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A Question“How Can Institutions Develop Innovative and Affordable Tools to Engage Increasingly Sophisticated Audiences” (JISC Digitisation Conf 2007)Some thoughts:

• In some areas they shouldn’t attempt to compete with market place successes (e.g. Google)

• If some cases institutions may be indifferent to the service provider (e.g. Microsoft or Google Docs)

There are real needs to:• Answer the question “Why develop?”• Be realistic if development work is funded• Be user-focussed (and this isn’t necessarily easy)• Be prepared to write off investment if users don’t

want what we’ve developed

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Being RealisticOptions in light of the credit crunch:

• Let’s build up an empire now which will be embarrassing to close down

• Let’s use issues of ownership, stability, privacy, … to stifle discussion of 3rd party solutions

• Let’s explore a blended approach (a 3rd way?)

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The Pilot was a Success …Following a very successful pilot project the JANET Collaborate prototype site will shortly be retired.

 …

This retirement has come about as a result of difficulties in maintaining the prototype beyond its intended lifetime. We are now looking at how to add the functionality into the JANET service portfolio in order to provide an improved feature set based on the requirements gathered in the pilot.

We understand that some fans of the prototype site may be disappointed by this news. We apologise for this and at the same time thank all the users of the prototype for their strong, enthusiastic support during the pilot.

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Managed External Services

We’re seeing greater take-up of email in the cloud

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Cloud computing - Hope or Hype?, From A Distance blog, 4 Nov 2009, Chris Sexton

Discussions about managed cloud services now mainstream

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Unmanaged External Services

My UK Web Focus blog, hosted on Wordpress.com

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Use of Cloud Services

Use of services in the cloud:• We are committed

professionals• We want to support

innovation• We can demonstrate

best practices

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Policies

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Experience at Croydon Council illustrates the need for lightweight and flexible policies

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Lightweight Policies

Mosman Council provides an example of a lightweight policy for Twitter

Policies

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Risks and IWMW 2006

Risk assessment approach initially developed for IWMW 2006

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Risk Management

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Risks and IWMW 2006

Summary of the risks

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Risk Management

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Risks and IWMW 2006

There are also risks in doing nothing

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Risk Management

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Copyright Risks

R = A x B x C x Dwhere

R is the financial risk;

A is the chances that what has been done is infringement;

B is the chances that the copyright owner becomes aware of such infringement;

C is the chances that having become aware, the owner sues;

D is the financial cost (damages, legal fees, opportunity costs in defending the action, plus loss of reputation) for such a legal action.

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Note this is a device aimed at providing a new way of looking at copyright issuesNote this is a device aimed at providing a new way of looking at copyright issues

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Legal RisksFactors to bear in mind:

• Commercial use: a rights owner who later becomes aware of the use of their work may be more likely to pursue an action for infringement of copyright than if the work is being purely used for educational purposes.

• Particularly sensitive subject areas: music, geographic data, literary works by eminent authors and artistic works including photographs and drawings.

• Is there any track record of the contributor ignoring legal niceties in the past?

• Is there any track record of a particular third party having complained before?

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Reducing the Legal RisksApproaches:

• Have clear and robust notice and take down policies

• Have procedures with a clear address given for complaints

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Example from JORUM Procedures to Deal with Queries, Alerts and Complaints

Example from JORUM Procedures to Deal with Queries, Alerts and Complaints

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Biases

Subjective factors

Towards a Framework

“Time To Stop Doing and Start Thinking: A Framework For Exploiting Web 2.0 Services”, Museums & the Web 2009 conference

IntendedPurpose

Benefits

Risks

Missed Opps.

Costs

• Sharing experiences

• Learning from successes& failures

• Tackling biases• …

• Application to existing services

• Application to in-house development

• …

RiskMInimisation

Evidence

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Using The Framework

Community support

Rapid feedback

Org. brand

Policies

Low?

Twitter for individuals Organisational Fb Page

Marketing events,…

Large audiences

Ownership, privacy, lock-in, effort

Marketing opportunities

Low?

Use of approach in two scenarios: use of Twitter & FacebookUse of approach in two scenarios: use of Twitter & Facebook

IntendedPurpose

Benefits

Risks

Missed Opps.

Costs

RiskMInimisation

Evidence

Workflow

Marketing, community

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The future is exciting - but organisations will need to address the challenges.

Conclusions

Acknowledgments to Michael Edson for the Web Tech Guy and Angry Staff Person post / comic strip