Riding the Big Data Wave and listening to the Voice of the Citizen

Darren SharpSenior ConsultantResonate Solutions+61 (0)419 314 655Twitter:@dasharp

Future Social Government AustraliaCanberra Mon 24 September 2012

Resonate Solutions

• Managed online communities

• Closed-loop feedback programs – NPS

• Social Media Monitoring & Analysis

• Social Media Strategy

http://egovau.blogspot.com.au/2012/05/modelling-open-data-new-visualisation.html

http://worldbank.tumblr.com/

http://urbmet.org

http://www.wunderkammerpoetry.com/2009/10/sparkleface.html

Managing the flood of Big Data in Digital Marketinghttp://bit.ly/MsB5MW

How much data is created every minute?

• 2 million Google queries

• 684,478 pieces of content

shared by Facebook users

• 100,000 tweets

• 27,778 Tumblr blog posts

• 3,600 Instagram photos

• Over 200 million emails

• 571 new websites created

http://on.mash.to/MsAYRk

The Feedback Economy

Alistair Croll, The Feedback Economy O’Reilly Media 2012

Big data, continuous optimization, and replacing everything with data pave the way

for something far larger, and far more important, than simple business efficiency. They usher in a new era for humanity, with all its warts and glory. They herald the

arrival of the feedback economy.

The Big Data Supply Chain

Alistair Croll, The Feedback Economy O’Reilly Media 2012

Web 3.0 – Filtering Social Streams Nova Spivack

• Social streams are quickly becoming key drivers for

how content on the Web is found.

• But how are things found in social streams? It turns out

existing search engines, like Google, are not well-

suited for searching the stream.

• The ability to filter the stream for just those subsets of

messages you actually care about is going to be

absolutely essential in coming years.

http://www.novaspivack.com/uncategorized/keeping-up-with-the-stream

How to ride the wave of citizen data?

Online Communities

Facebook

Contact Centre

BlogsForums

Emails

Surveys

Twitter

Enterprise Data

unstructuredstructured

facebook

blogscomments

surveyscontact centre transcript

NPStwitter

voice to text

email

COMPLAINTSAnon.

identity

forum

voting

Customer Data

ResonateCustomer insight & action platform – across all customer feedback…

Customer Experience

ActMonitor Collect Discover Improve

Qual + Quant = Value

What is being said… In what context…

Insight & Action Cycle

Listen

Act

Discover

Improve

http://www.weforum.org/reports/big-data-big-impact-new-possibilities-international-development

http://www.unglobalpulse.org/projects/twitter-and-perceptions-crisis-related-stress

SwiftRiver’s Goals

• SwiftRiver empowers non-profits, NGOs, governments, who wish to speed up the processing of data during emergency events.

• It enables the filtering and verification of real-time data from channels like Twitter, SMS, Email and RSS feeds.

http://ushahidi.com/products/swiftriver-platform/

http://www.gvfi.org/index.php

http://www.economist.com/node/21553006

Data for the public good

Alex Howard, O’Reilly Media 2012

To create public good from public goods —the public sector data that governments

collect, the private sector data that is being collected and the social data that we generate ourselves — we will need to collectively forge new compacts that honour existing laws and visionary agreements that enable the new data science to put the data to work.

Thanks!

Darren SharpSenior Consultantdarren.sharp@resonatesolutions.com.au+61 (0)419 314 655Twitter:@dasharpwww.resonatesolutions.com.au

Conversations. Communities. Collaboration.