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"Web 2.0 in Public Services
By Greg Parston, Head of Accenture’s Institute for Public Value, and Giles Randle, Consultant UK H&P
Published Monday, 22 February, 2010 - 19:39
Web 2.0 in Public Services
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The authors look at ways the public sector could harness the strengths of Web 2.0 and deliver better public services.
Public service organizations around the world are jumping on the web 2.0 bandwagon— engaging citizens through social media, blogging, social networking; developing ever more sophisticated government web 2.0 sites; investing in “Enterprise 2.0” platforms and even encouraging the public to create mashups and apps using government data. The challenge for public servants is to look past the hype to understand the real benefits of web 2.0 and the actions required to maximize these benefits for their organizations and for citizens.
What is web 2.0?
Since the term was first popularized in 2004, there has been little agreement about what “web 2.0” actually is: an “open” approach to web development, data and content; a fundamental shift to “web as platform” or a set of tools that enable users to access and generate online content in new ways. In fact, web 2.0 is all of these things.
Web 2.0 has three key components:
• Web services—applications that expose their functionality to other applications over the web enabling users to generate mashups, apps and widgets.
• Rich Internet Applications—web-based applications accessed through a browser that have similar functionality to desktop applications.
• Social Media—sites that enable users to generate, edit and share content and connect with each other (social networking). Popular social media sites include YouTube, Facebook, Wikipedia and Twitter and bookmarking sites like Digg and StumbleUpon.
The benefits of web 2.0 to government
Given the excitement and pace associated with government’s increasing use of web 2.0, it can be
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