Information Technology Reference
In-Depth Information
As we have already indicated, there is a variety of tools and techniques
available to support and facilitate these processes. Some examples of these
will be discussed in sections 9.5-9.10 below, where we shall identify the
contributions which each can makes to an effective citizen engagement
process.
9.5 Communication and Knowledge Sharing
Good communication is of course essential throughout any successful pro-
ject which involves different individuals working together, whatever its
purpose and whatever their roles. It is especially important to engage citi-
zens and to empower them in the context of a technology development
project.
To enable citizens to participate effectively in a dialogue, they need
firstly to have confidence that if they express their views these will be lis-
tened to and valued, and secondly to understand and be understood by
other stakeholders. The concept of engagement implies that there is a two-
way process where an understanding of the individuals that are being en-
gaged is essential (Hashagan 2002). Good communication and knowledge
sharing also reduce the risk of misunderstanding and lack of trust which
mitigate against successful and effective engagement of citizens (Public
Agenda 2003).
Knowledge sharing becomes critical where stakeholders come together
from diverse perspectives and experiences. In ICT projects adopting an in-
tegrated approach to design, there will be people with technical skills and
expertise in different aspects of the development of ICT-based systems and
services. There will be others with responsibility for implementing and de-
livering policies and services (e.g. within local communities, local authori-
ties or even central government), project managers, facilitators and possibly
other domain experts too. Each type of participant will have their own
frames of reference, jargon, and norms of communication. Add a wide
range of citizens to this gathering and it will be evident that the potential
for poor mutual comprehension and for misunderstanding between partici-
pants is significant.
Communication mechanisms are therefore needed that enable knowl-
edge to be shared easily between the different participants in the process,
and which do not depend on understanding particular jargon or technical
concepts. Mechanisms must also allow both for one-way transmission of
information between participants, but crucially also for two-way dialogue,
so that clarification can be easily sought and given, or opinions expressed
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