Like Dave, what I found most interesting (and that was a tough call given the amount of dubious and unethical practice this guy was self-servingly touting) was his –and by extension– his firms’ attitude toward moderating comments. The heading gives you a pretty good idea of their contorted approach to the concept of integrity:

Commenting: Having a conversation with yourself

Also, we aren’t afraid to delete comments – if someone is saying our video (or your startup) sucks, we just delete their comment. We can’t let one user’s negativity taint everyone else’s opinions.
Dan Ackerman Greenberg

You have to respect their self-styled lack of fear in deleting criticism, don’t you? I certainly admire his courage for sharing his venal, duplicitous professional practices with us.

Of course, this is not an isolated instance. It seems the growth in influence of social media is accompanied by an increasing willingness to try and control the message using a lamentably old media mindset, albeit assisted by some very clever technology.

Another blogger details how the San Francisco Chronicle uses software to continue to display deleted comments to the people who posted them, leaving them completely unaware that their views have been hidden from everyone else that visits the site. Subsequent commenters to the post then reveal that other sites are using similar techniques.

All of this has led to the obvious Web 2.0-type social media solution: a forum for people to post their comments that have been censored by moderators on other sites. don’tcensorme.com claims that

Your right to free speech online is at the mercy of website moderators. There are no checks in place for moderators online. This site aims to change that and put the balance of power back in your hands.

I don’t think freedom of speech is really at risk here; it seems more a case of an inept attempt at reputation management by suppressing critical comment. The important lesson to takeaway is that, no matter how devious or cunning you are, your perfidy will be exposed and your reputation will be forever linked (and cached) to the evidence.

For public sector communicators there is more at stake. Agencies cannot afford to risk their reputations like this; we should openly suffer the slings and arrows and attempt to build our reputation by engaging with substantive criticism, rather than deleting dissent:

Fairness: social media is about reciprocity, if you are going to engage and invite comment then accept the good with the bad. Post a very clear comments policy and stick to it. Don’t delete comments because they are critical of your agency or policies.
Principles of public sector social media.

Ultimately, private sector organizations that are exposed behaving unethically will answer to their customers or the market. Government agencies endure; our job is to build trust, not to gamble with it.

Photo: spacesuitcatalyst.

Launching a blog or wiki is easy – it is literally a matter of minutes, not hours. The real cost, or rather the investment, is in ensuring the regular flow of quality content and in moderating and participating in the resulting conversations.

In this post I won’t look at the issue of generating quality content to a merciless deadline, for two reasons. If this hasn’t already occurred to you then your social media strategy is in the sort of shape that no amount of further commentary will salvage and, secondly, producing non-quality content –but doing it with clockwork regularity– has always worked for me…

Moderation

I touched on this when I wrote the principles for public sector social media:

6. Timeliness: post regularly and be prepared to engage people when it suits them. This may mean checking comments or making edits after work hours and on weekends — be prepared to make that effort.

This may seem difficult for some senior public servants to grasp, but the reality of engaging with social media is that it can’t be restricted between 8:30 and 5:00.

An example: when we first dipped our toe in the water earlier this year, with a guest post on Public Address, the post went up on Thursday and, inevitably, the comments continued over the weekend, effectively leaving us out of the conversation. Not particularly well planned on our part…

This is will be less of an issue for younger public servants who are permanently plugged into the matrix. They will have comments forwarded to their Gmail accounts (aka nerve center) which they will access via mobile devices, meaning they can clear comments on the fly, day or night.

Of course, it is not just about moderating and responding to comments in a timely fashion, it is also about managing the volume of contributions. The Police Act Review wiki I posted about last week was very quickly overwhelmed by the volume of contributions, resulting in it being shut down only days after it was launched.

Adequate resourcing for moderation, related to both time and volume, definitely needs to be factored into the planning of public sector social media sites.

Participation

Again, when I posted the principles I recommended that agencies think about more than just their own sites when they utilize social media:

9. Participation: don’t just focus on your site and expect your publics to find, engage and maintain a conversation. Get out among similarly oriented communities and participate there. Post comments, email other bloggers and recognize that your site is only part of the solution.

This is time intensive. You not only have to respond to people that visit your site and leave comments or edits, you will need to follow any trackbacks to other blogs and, perhaps, comment there.

You will need a good understanding of the other social media sites covering your particular niche, and you will need to develop relationships with some of them. Don’t underestimate how much time this involves. Colin at SoSaidThe.Organization has an excellent post on public sector blogger outreach that captures the complexity of this part of your strategy.

This is compounded by the fact that, as a government agency, you will also need to be much more discriminating about which other sites you link to as, all disclaimers aside, linking is a form of endorsement.

Conclusion

Social media, like blogs and wikis, offer public sector communicators tremendous opportunities to more effectively engage with their publics. The (apparent) simplicity of the tools and the ease with which they can be deployed can mask some of the real costs of using these tools in the ways that those same publics will expect that you use them.

I would be interested in the views of those readers who are not public servants as to what your expectations are around the government’s use of social media. Do you expect 7 day a week moderation and responses to your comments? Prompt attention to trackbacks and engagement in distributed conversations? Or are you happy with glide time?

Photo: Eduard.