Social media like Twitter and YouTube have become favored tools of the government because they are extremely efficient at disseminating information. Those who master the art of communicating in short bursts or in tightly edited media reap the benefits of a more engaged public and a more motivated work force.

An engaged public makes it easier for governments to move policies forward or advance initiatives. Canadian government officials like Minister Tony Clement have been publicly experimenting with Twitter as a means of involving the public in problem solving. While some of his tweets have attracted controversy for their blunt and at times mildly inappropriate tenor, he believes in social media as a positive force for change. Governments in other parts of the world have been able to solve community issues through social media far more rapidly and efficiently than they would using only a traditional meeting hall.

An engaged work force, on the other hand, is invaluable in terms of both productivity and innovation. Studies have shown that social media bolsters employee engagement by making it much easier for employees to find much needed information and work collaboratively. A government employee in Vancouver can communicate with a government employee in Ottawa over an in-house network in real-time without inconveniencing anyone or racking up enormous costs. The more an employee is able to accomplish, the more that employee feels like an important part of the organization.

Quite simply, government needs social media in the same way that a business needs a telephone. It is an invaluable tool that helps governments communicate both with their constituents and their employees.

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There are two primary versions of WCAG, 1.0 and 2.0, although many other derivative forms (such as 2.0 AA) do exist. WCAG 2.0 was initially developed in 2008 and uses a set of criteria that “are written as testable statements that are not technology-specific.” In essence, WCAG 2.0 does not provide step-by-step instructions on how to meet accessibility goals; it merely states that certain goals should be met. This can be both a blessing and a curse, depending on the level of programming savvy an individual company possesses.

While the guidelines do provide a list of techniques relating to the use of HTML, CSS and PDF, web programmers still must interpret how to make their own website “perceivable, operable, understandable, and robust.” The best techniques for meeting the WCAG guidelines have to do with providing alternatives for the disabled, such as text alternatives for graphics, keyboard functionality for a greater number of website-based options, the avoidance of overly elaborate design, and a focus on maximizing the site’s compatibility with future updates and users. Obviously, the specific steps involved in meeting each of these criteria will differ depending on the programming languages used and the function of the site. However, according to the official WCAG documentation, “content developers should consider both general techniques and technology-specific techniques as they work toward conformance.”

The government uses the WCAG 2.0 primarily as a way of creating a standard that makes it easy to release information to all of its citizens. Much as wheelchair access ramps have made it possible for all citizens to access buildings, the WCAG 2.0 makes it easy for everyone, regardless of ability, to access vital information online. The international scope of the standard is creating a worldwide information sharing policy that will hopefully remain inclusive and open for decades to come.

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There are several wikis on the market including MediaWiki, DocuWiki, OPIN’s Knowledge Management Platform, and Xwiki. Each of these wikis is designed to help store and alter information in a particular way. Xwiki is a tool that can be used to collaboratively develop data-based applications, while OPIN’s Knowledge Management Platform wiki is designed to allow employees to build a collective pool of knowledge about company procedures and other industry practices. DocuWiki distinguishes itself among Wiki software by not requiring the use of a separate database to retain information. MediaWiki was originally developed for use on Wikipedia but has since been spun off into a separate program that allows users to quickly create community portals.

As demonstrated from the list above, a wiki can be designed for virtually any use imaginable. In a broader sense, wikis help businesses by providing a cost-effective yet comprehensive resource that is specifically tailored to their needs. Because the wikis are built primarily on information input by users, the specificity and relevance of a wiki can be extraordinarily high as compared to a more general resource. They can also be updated instantly, preventing them from falling out of date.

Because of this ability to rapidly update, wikis can collaborate with social media by creating a kind of user bank of information. Individuals from a variety of different social media platforms can use a wiki as a communal meeting place. This site may trade in information that is either more specific or secure than would be appropriate to share on a general social media site. Wikis are flexible, user-friendly, and ultimately provide an excellent and affordable resource for businesses.

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In many ways, crowdfunding takes the place of traditional small-business bank loans, except that the entrepreneur often does not have to pay back the money she has raised. More importantly, each individual investor often can be converted into a future customer by benefit of receiving email updates or other information on the status of the project. Outlets such as Kickstarter.com require entrepreneurs to set a specific fundraising goal along with a deadline. If the total funds are not raised by the deadline, the entrepreneur does not receive any money. This encourages a far more sensible approach when asking for money. If a company needs $50,000 for a new manufacturing component, they learn to ask specifically for $50,000. However, crowdfunding is unlimited, provided the plan delineates exactly how the money will be spent. Some companies can raise millions in a single day by virtue of their excellent presentation.

For those entrepreneurs who wish to crowdfund their idea, specificity and vision are required. Putting in a plea for some cash to “help me launch a new hardware platform” will be met with silence. A detailed plan that illustrates how the hardware platform will revolutionize how people pay for merchant services by way of its insertion into smart phones will help bring in more money for the project. Professional video presentations that illustrate the future product or service in action go a long way toward convincing people to donate their funds. In short, those who successfully crowdfund understand how to communicate the brilliance of their idea in a compact form that opens hearts, minds and wallets.

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Public clouds can fall victim to hackers if they are too accessible. Some governments have started to draft guidelines on what sorts of technologies should be used in conjunction with cloud computing in order to guarantee an acceptable level of security. Depending on how these measures are adopted, a government cloud can either be very secure or very insecure.

As an example, government information is generally more secure when it is stored in a cloud than when it is stored on an employee’s easily accessible PC hard drive. However, if the cloud is not adequately protected, hackers can potentially steal far more information from a cloud than from a PC if the cloud is exceptionally large. In each case, the scale, scope and protective measures in place determine the security of the cloud. As cloud computing enters its second decade of existence, programmers have been able to road-test different techniques for accessibility, configuration and hosting stability. Those techniques that have been proven to work can therefore guarantee security for a particular cloud.

Information that is extremely sensitive, such as a citizen’s medical records, should be stored on a private cloud. This ensures that only those with specific access clearance will be able to view the information. Public clouds, on the other hand, should host information that is meant to be viewed by everyone. In each case, the government must determine what type of information it is hosting and who should view that information in order to guarantee the highest security.

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This type of system is just as applicable to the public sector. Large agencies such as the Internal Revenue Service in the United States already have a CRM to make it easier for individuals to file their taxes. However, this is a starting point for what could be a vastly improved system for handling a much wider variety of citizen needs, partly because the system can retain so much information. A CRM that dispersed a wide array of government services could “remember” each citizen’s voluntarily input data, thus making it easier for citizens to quickly access services without having to spend an inordinate amount of time interfacing with a customer service agent. Maintenance services in particular could benefit from this information retention. If a particular street has not had its lampposts maintained within a certain period of time, the system could automatically send out a notification of needed services based on a preordained timetable.

Similarly, citizens could call and notify the government of a particular problem and receive instant and cost-effective service, partially because the government would be able to allocate its resources in a far more effective manner. A CRM works both ways in facilitating interactions with the public. It benefits the citizens who need service, and it benefits the government in terms of understanding how it needs to formulate its budget in order to prevent redundancies or neglect in its maintenance schedule.

However, to be truly effective a government CRM must be prepared to erect appropriate security measures to keep its information safe. An open exchange of information is encouraged unless it compromises either the security of the citizens or the larger governing body. Luckily, CRMs can be secure; they simply require the expertise of a trained programmer.

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Companies that have an established knowledge management policy tend to be able to innovate more quickly than companies that rely on a purely hierarchical decision making structure. While companies that use KM still rely on managers and executives to make decisions, KM tends to foster an atmosphere of greater sharing and participation than in traditional businesses. Because employees feel that their contributions are valued, they tend to be more productive and engaged in their work. The company flourishes as a result.

In the digital era, several companies have begun to use what is known as knowledge management software to help foster this process. There are several popular commercial providers of this software, including ABBYY, Omnistar Interactive and Knowledge Powered Solutions. These providers distinguish themselves from their competitors primarily by increasing the speed and accuracy of communication between employees and managers. The programs are able to capture data in virtually any media format while organizing it in intuitive, easily referenced categories. Duplication is eliminated; related ideas or processes are automatically grouped.

The software suites are also tailored to make it easy for a manager to quickly administer or guide a discussion. Many software suites have adopted a social-network like aspect to their appearance which encourages employees to submit ideas, comment on ideas or otherwise participate without feeling constrained by the medium. The manager’s templates also incorporate this social networking aspect while simultaneously providing succinctly designed features that make it easy to send out updates across a company, issue newsletters or guide a process form a development stage into an implementation stage.

In the age of information, knowledge management is an increasingly vital part of any growing business or company, regardless of whether it is in the private or public sector. Excellent KM software helps a company identify and develop the best ideas for a minimal cost.

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Common Look and Feel has gone through several iterations. It currently is in its second major iteration, referred to as “2.0.” As part of its duties to provide information to all citizens, the public sector has a considerably close relationship with CLF 2.0. Changes in the standard directly impact how public sector websites can display or categorize information.

Guidelines for the display of online material in particular are comprehensive. From the use of the national maple leaf insignia to specifications on a common menu bar format to the governance of third party links, CLF 2.0 is careful to address every component of online websites in order to provide the best possible user experience for people of all backgrounds, abilities, or disabilities. Each part of the standard comes with a table of contents to help web developers better navigate the complex rules and regulations.

However, as a time-saving device many companies now offer software packages or tools that will automatically convert or design a web site so that it is in full compliance with CLF 2.0. A group of open-source developers created the Web Experience Toolkit with a Drupal base, which both lowers the cost of maintenance while increasing overall security. Drupal has one of the strongest and most dedicated communities on the web. By syncing CLF 2.0 to a Drupal base, web developers hope to speed the adoption of the standard to other countries.

A private company known as XIST offers conversion and migration services for sites which must be compliant with CLF 2.0. Both of these services allow web designers or companies to quickly implement the CLF guidelines without spending an undue amount of time combing through the rather extensive online documentation and regulation.

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The 508 Compliance is particularly relevant to the public sector because many websites are designed with the aim of disseminating information to the public. Without consistent accessibility standards, many citizens would be unable to access the information.

The security of the compliance is somewhat open-ended. In the same way that federal or state rules require that a business must make itself accessible but does not necessarily specify how this should be accomplished, the 508 Compliance has a number of suggestions on how to make websites more accessible without necessarily detailing how to also add security features. The web designer or programmer is responsible for designing a web site so that it is both accessible without making it so open that hackers can easily exploit weaknesses.

As an example, using “alt tags” will not expose the site to any additional harm, although it may attract unwanted crawler bots or pingbacks depending on how the tags are named and arranged. Web designers should make sure that no machine or outside program can access sensitive information without a specific user password or other security feature.

The best way to protect against potential security violations while still keeping the site fully accessible to all is to make the initial design as clean and logical as possible. Each section should be clearly organized. Redundancies should be eliminated. Multi-media should be cleanly labeled and designed so that it can be triggered both by direct clicks and through specific keyboard commands. No site has to be dramatically altered by 508 Compliance; instead, adhering to the guidelines should help designers create a far more usable and beautiful interface for all.

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Unlike other open-source platforms, Alfresco offers its clients a solid understanding of real-world business processes and functions. Unlike other proprietary ECM systems, Alfresco is far more open to change and specialization at a much more affordable cost. Clients are encouraged to give feedback; developers are encouraged to submit new changes and improvements. The list of modules that Alfresco offers is comprehensive. They include:

• Document Management

• Records Management

• Web Content Management

• Enterprise Collaboration

• Open Source Platform Development

The software has garnered multiple awards and prestigious listings in tech coverage, including a listing as one of the most likely “10 Challengers to Microsoft.” Alfresco also lists a broad array of international clients in industries as diverse as government, manufacturing and broadcasting. With clients in Australia, the Netherlands, Italy, the U.K. and U.S. among others, Alfresco has a truly global perspective on what practices work best for building a functional business web platform. The range of both public and private sector applications makes the software particularly useful for virtually any organization regardless of how it conceives of its relationship to the public or its customers.

In effect, Alfresco offers clients access not only to an excellent ECM but also to an international community of innovation and progress. This software is invested with passion and a solid back-end of technical expertise. Alfresco is designed by people who are truly intrigued by the intersection of business and online development, and have no intentions of letting their previous accomplishments eclipse their future success.

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