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Showing posts with label hong kong. Show all posts
Showing posts with label hong kong. Show all posts

Saturday, 10 October 2009

'Common look and feel', rationalisation and egov success



Public Sector Forums (PSF)'s Ian Cuddy reports that Worcestershire's councils have gone with a 'common look and feel' policy (aka 'standardised').

In the Twitter conversation it's been pointed out that the common design fails some standards and a link to a policy document explaining what they've done in detail hasn't yet been found (Cuddy is planning a story for PSF on Worcestershire's move).

Also mentioned thus far is the obvious link to rationalisation and savings: centralised web teams. Also procurement savings on Content Management Systems (and is anyone really pitching the wonders of Wordpress at local councils was my thought).

My first thought, though, was have they got the idea from the Singaporeans? People whose egov development is so good they are now seriously trying to export how they do what they do?

Singapore, Hong Kong, Canada (and NASA) all have what's called a 'common look and feel' policy. This is a set of standards which all government websites are required to adhere to.

Here's Canada's policy, interestingly run out of their Treasury department:
Common Look and Feel Standards for the Internet (CLF 2.0)

The Common Look and Feel Standards for the Internet were approved by Treasury Board ministers on December 7, 2006 and are mandatory for all institutions represented in Schedule I, I.1 and II of the Financial Administration Act with a two-year deadline ending December 31, 2008, for the conversion of existing sites. Web sites launched after January 1, 2007, must conform to the new standards.

The Internet is an increasingly important communication tool providing an effective means for the public and the government to exchange information and for the government to offer its services in the official language and at the time and place of Canadians' choosing. The consistent and predictable presentation of government services and content offered by Common Look and Feel standards facilitate effective online interaction.
The new Common Look and Feel Standards for the Internet were developed to reflect modern practices on the Web, changes in technology and issues raised by the Web community over the past six years as well as to improve navigation and format elements. The standards were rewritten to eliminate duplication and conflict with other Treasury Board policy instruments and were reformatted to improve their structure and organization.

The new standards comprise:
Resources to implement CLF 2.0, including the template package, can be found in the Toolbox. A crosswalk table outlining the evolution of the policy requirements is also available on the Common Look and Feel Web site.

The Cabinet Office when drawing up its guidance (not 'standard', note) for government websites - Last Updated: 4/5/2007 - makes mention that EU policy has a recommendation for adoption of 'common look and feel' "in line with the Canadian model".

But this is only placed within the context of accessibility.

In my experience there is very little interaction between UK egov and the world outside and what there is is limited to the US and occasionally the EU. It's also my experience that the concept of a 'common look and feel' policy is practically unknown (though not entirely unknown).

Why aren't we seeing examples from places like Canada, Singapore and Hong Kong at UK egov seminars and conferences? Wouldn't it be useful for those in local government like those in Worcestershire to know that others have 'been there, done that' and 'worn', with justified pride, 'the teeshirt'?

Monday, 21 September 2009

Council homepages: what's wrong with 'interesting development'?




There's been a great flurry of interest in local government webbie circles because a few councils have gone down the Google route of deliberately reducing homepage content and pushing search as the way to find what you're looking for, what you want to do, what your task is.

Lancashire's Kevin Rainsbury told the lively thread on the Communities of Practice (CoP) website that:
We're at a relatively early stage in development but felt it was worthwhile launching in its current state as it was able to provide customers with something better than what they had previously. We did a fair bit of customer research which led us down this path. We're also aware that the new site might "ruffle a few feathers" given it's such an unorthodox approach for a local authority. The Socitm Better Connected review will be of particular interest this year!
(I asked, via Socitm, for more information on any research or prior-to-launch testing within development by Lancashire and Westminster but as of the time of writing this hasn't appeared.)

Webbies divided

On the rest of the thread and in blog post comments council webbies were divided on the sites. Some cheered the innovative approach - 'It is good to know Lancashire is one of the councils thinking out of the box' - whilst others found fault (eg failed search results) or questioned the usability. .

Feeding back from experience, one webbie said:
When I’ve carried out user testing I’ve often found that participants are fairly evenly split between ‘expert’ users who like to search for information using a search engine and ‘novice’ users, who are less confident and like to browse and click on links. Some people just happen to feel more comfortable when they have some hints about what to click on. Even better if the links they can click on are relevant to their goals. In comparison to Lancashire’s site, the Westminster site does place popular tasks under the search box.
This experience reflects not just use of council websites but longstanding experience of websites in general: it's also common sense that users would be split between novices and experts (and a mass in between). However one comment made clear that this understanding hasn't got through to all council webbies:
Search is something that has to be pushed at people more. I get tired of reading complaints from the public saying “I tried to find X on your site, but I HAD to use the search” – like the search on a website is some sort of last resort form of torture.


Forcing rather than following users

Another reviewer noted that Westminster's design included navigation options 'below-the-fold' (meaning that users have to scoll down). This, and other comments, stood out for me as part of an unfortunately common mentality in the public sector, that a design is fine simply because the 'option' is provided - somewhere on the page or via a link. But a lot of users simply won't scroll, or see something 'obvious' to you.

For example, Jakob Nielsen’s study on how much users scroll (in Prioritizing Web Usability) revealed that only 23% of visitors scroll on their first visit to a website. This means that 77% of visitors won’t scroll.

So Westminster and Lancashire are actually doing what the commentator above wants them to do - effectively 'pushing search at people more'.

Hearing from an expert

I spoke with web design authority Gerry McGovern about Lancashire and Westminster.

There are 'rules' which come and have evolved from best practice which comes from experts over many years now observing how users actually behave. There are 'heuristics' which are established principles for user interface design (web pages).

I said:
My understanding of feedback from user studies is that 'search is the user's lifeline when navigation fails', and also from what you have written and said that navigation should be improved. Therefore it is a mistake to hide it on a homepage.

[You] need to look at who the homepage specific audience is and that most users actually arrive elsewhere so a homepage focus can be a distraction from addressing user's main needs, such as being able to complete tasks from wherever they arrive and ensuring that search and referral traffic is sending them to their goals. As well, that reliance on search means a lot of working on tweaking and refining results and results presentation.
Gerry replied:
I think it’s an interesting experiment, particularly what Lancashire is doing, but I basically agree with your points. Search and navigation should go together. Often what happens is people search to get roughly in the right direction and then navigate the rest of the way. But many will, as you point out, navigate once they’re presented with good logical links.

I think Westminster has got more of a balance; they have brought the top tasks onto the homepage as well as the big search area.

The fact that the search will have to be tweaked is a good thing. Really managing search is very important so to have a big focus on quality search is great.

You’re also right about the decline in homepage importance. Because a great many are starting at Google it means that they will often end up on a deeper page.



Why does this keep happening?

The apparent absence of user-testing within an iterative design process - what I would describe as standard industry best practice - happens in the case of council website design as a result of, as Carl Haggerty:explained in his blog post about the Lancashire and Westminster developments, "a wide range of influencing factors that will impact on the local webteam to make particular choices."

He identified those factors as:
  • political pressure
  • resources
  • role of communications in website
  • role of ICT in website
  • role of customer services in website
  • location of webteam in organisation
  • external influences such as Socitm Better Connected, Gerry McGovernp plus many, many others
  • which conferences members of the webteam have attended (web, social media etc)
  • and yes last but not least our customers needs – all the above shouldn’t matter but they do.
I don't think it's chance that Carl happens to put customers as the last bullet point but I think council webbies are scoring an own goal in their desire for website improvement if they don't prioritise customer feedback, especially through user testing.

For example, and this is one I have cited before. When I conducted guerilla testing for a new design it became immediately obvious that the main link through to online services was simply not being seen by users. All of them were missing it, it might as well not have been there. This was because of a common, known usability issue but one on which I'd found myself over-ruled as I wasn't 'the decider'.

Because I had gone and done some cheap'n'easy testing and got a unanimous result I was able to get that design redone - because what would the counter-argument be? 'I know better than the users'?

The customers are the biggest weapon in a council webbies armory against those factors that Carl cites but how often are they used?

Is design consistency a bad thing?

Carl asks:
Why are we all taking a separate view, if we all have the same goals in mind, why haven’t we all developed identical looking sites with just a logo or some colour change as the main difference?

Shouldn’t we all agree to a consistent approach, purpose and some principles for local government websites (including the homepage) that we can at sign up to?
I wonder about this too.




Many governments, such as in Canada, Hong Kong and Singapore, have adopted common look'n'feel policies, which dictate design boundaries. Others, such as the American government and various Australian states, have provided for some years now both policy and guidance as aides for government webbies.

The UK doesn't have any of this.

The new COI usability guidance isn't meant for local government sites - and doesn't mention guerrilla testing. Socitm's Better Connected has radically improved from being a lengthy tick-box list to honing its message but still has some way to go.

Exercises such as my friend Dave Briggs' 'crowd-sourced' What makes for a decent Council website? have serious problems in my opinion with introducing bias, their usability and not necessarily being customer-led. I also remain unconvinced by Idea's developing 'Knowledge Hub', for similar reasons.

To answer Carl's question - "why are we all taking a separate view, if we all have the same goals in mind?" - I would look at:
  • how webbies are being and have been led (hello DCLG)
  • what resources they have (why they are so disparate or non-existent, why so many 'best practice' experiments keep getting funded and keep failing) and 
  • why, a decade into very well-funded national egov/transformation policy, council webbies still remain all over the place on the basics of designing successful, customer-driven websites
You have to ask these sort of hard questions (and others, such as I'm not at all sure if "we all have the same goals in mind") to truly answer Carl's.

Simply put: I would question, with I think good cause, a rush for 'innovation' whilst some extremely basic yet to me obviously un/der-recognised problems still exist.

~~~~~~

Addendum: Following a Twitter exchange with local gov web manager Julian Scarlett, a point occured to me with both common look'n'feel and better information provision and general support for local government web development.

'Interesting development' requires resources and - with a few exceptional exceptions - this is not found in smaller population districts. This is another reason why there is such a huge disparity with the quality of local government websites.

Sunday, 15 June 2008

Scrapbook clips catch up

Quickie job this week ;]

Will highlight a comment left with Off with the pixies from Dan McQuillan.
As the guy with the job of delivering the UK Catalyst Awards, I'd of course prefer to take more optimistic view.

But I agree that the critical thing is to move from excited blah blah to real impact. I'm trying to bring to catalyst as much grit as I can from my experience in co-founding social innovation camp.

We'll have to wait and see whether catalyst phase two can produce the kind of mentoring, incubating and financing that will deliver dynamic social startups.
Gerry McGovern, always worth reading, has started a series on What is the role of government on the Web?
For the government to truly serve its customers on the Web it needs to address the following issues:
1. Get away from a technology obsession
2. Manage customer top tasks, not government websites
3. Get politicians off government websites
4. Stop government vanity publishing
5. Develop a government archive
Federal Times has a very interesting piece on Gov’t. 2.0: Wikis, blogs and more - use in the US government.
The blog is a bold move for TSA [Transportation Security Administration | U.S. Department of Homeland Security] because it fully embraces public comments on what the agency is doing wrong, said Stephen Goldsmith, director of Harvard University’s Innovations in American Government program.

“They’re going to insult you whether you have a blog or not,” Goldsmith said. “You might as well learn from what they’re saying.”

Using discussion boards and e-mails, [Environment Protection Agency] EPA’s new social Web site, called National Dialogue on Access to Environmental Information, has pulled comments from across government and the country to help [EPA’s chief information officer, Molly] O’Neill as she fashions a new information-sharing policy.

Since O’Neill came on board last year, EPA has embarked on four such projects that integrate blogs, wikis, discussion boards and other social networking Web tools, which are collectively referred to as Web 2.0, into EPA’s business.

“The technology is not complicated, it’s just a different way of doing business. And getting people to do business in a different way is culture change and that’s a challenge,” O’Neill said.
New Canadian survey on the public's attitudes to use of web 2.0 in government.
When asked to consider specific ways that government might use social media, the respondents showed strongest support for:

1. Websites where government scientists or experts could answer the public’s questions
2. Websites that would allow Canadians to express their views on different issues
3. Audio tours or pod casts of historical and natural sites across Canada that could be downloaded.
Jakob Nielsen updates his guidance on Writing Style for Print vs. Web
Summary: Linear vs. non-linear. Author-driven vs. reader-driven. Storytelling vs. ruthless pursuit of actionable content. Anecdotal examples vs. comprehensive data. Sentences vs. fragments.

We should accept that the Web is too fast-paced for big-picture learning. No problem; we have other media, and each has its strengths. At the same time, the Web is perfect for narrow, just-in-time learning of information nuggets — so long as the learner already has the conceptual framework in place to make sense of the facts.

For example, I dated "learning around the campfire" to 32,000 years ago to coincide with the emergence of high culture and the Cro-Magnons. Not that the Neanderthals didn't have campfires — they simply didn't have the cultural depth of modern humans, so I don't think their storytelling was equal to my seminars. So, did I actually remember that Cro-Magnon culture started 32,000 years ago with the Lascaux cave paintings? No, I looked that little fact up online.
Now where do you think this clip is from?

More than 10 new e-Government services will be launched in the next six months, while more than 15 e-Government services will come online within two years, Secretary for Commerce & Economic Development Frederick Ma says.

He told the Legislative Council today the e-Government services include the transport information system and the electronic health record system.

The bureau will also launch a geographical user interface to help users locate information and implement a unified identity management framework to verify their identity and safeguard their personal data.

A pilot scheme in forming district cyber centres will be conducted to provide hardware and technical support for children in low-income families and needy residents to access online resources.

Mr Ma added all Government bureaux and departments have revamped their websites to comply with Internet accessibility standards stated in the internal guidelines for information dissemination since 2003.

An inter-departmental committee regularly reviews the guidelines and released the latest version early this year.

Guessed? Hong Kong.

Facebook over? Only in Islington says Rory Cellan-Jones on BBC/dot.life
The social networking scene is settling down into separate camps. The very young are with Bebo. The music crowd are still on MySpace. The obsessive technophiles are on Twitter - latest Tweet from one sad West Coast blogger: "I have 3,500 unanswered direct messages. Please do not send more." But the mass of students and young professionals seem to be gravitating towards Facebook.
Is the Daily Mail editing the government too?
"In the same way that there are standards that are essential to broadcasting, in this converging world I believe there should be a set of standards online".
That's culture secretary, Andy Burnham. Sweetheart, talk to some Aussies about the 'issues' of going down this road. Pa-leaze!

Worth a read on cyber-censorship is Seth Finkelsten.

Also worth pointing out that repeated testing has shown the failures of censorware (filters), including one done earlier this year for San Jose libraries, plus, of course, that anyone can find out how to Bypass Internet Censorship.

House of Lords two-up now on the Commons as they launch a YouTube Channel.
The five videos aim to explain the "role, impact and relevance" of the House of Lords and "reach out to young people and other audiences who may not be involved in politics or well informed about the role of parliament".
Wired's Thomas Goetz makes a great point about Obama's FightTheSmears.com.
By putting their own website out there front-and-center, and then getting everybody to link to it (starting with all the media covering the launch of the site), the result will be to drive fightthesmears.com towards the top of a Google search on, say, "obama muslim" or "michelle obama whitey". Ideally, if enough of the pro-Obama network links to fightthesmears.com, it'll drive the sites that peddle in the rumor-mongering, which are now the first results on said searches, off the top of the results list. Ideal long term result: any curious low-information voter who eventually bothers to google these pesky rumors will immediately be led to the debunking rather than the rumor.
And this is coming over here too. The disgusting Melanie Philips repeats the dirt for The Spectator.

Eric Schmidt thinks Google should extend a helping hand to 'old media'. He "hopes its recently acquired advertising service DoubleClick will aid newspapers as they struggle to corral more online revenue".

Bob Ostertag has some warnings about Obama's Internet Money Machine and the Future.
Yes, this is a wonderful thing that the Internet has democratized political financing in an unprecedented way. What is even better, the fact that the progressive guy figured out the new money regime first may catapult him from freshman senator to the White House, opening one of the most exciting chapters in American political history.

But it is not insignificant that in the process, vast sums of money are flooding into the political arena.
Worth something in twenty years will be ... McCain condoms! (Barack ones too).

Christopher Ciccone, brother to Madonna Ritchie (nee Ciccone), is writing a book. Met them both (if by meet you can count 'hello, this is ...' 'hello, goodbye') in my gossip column days. Some daft queen thought she'd enjoy a tacky drag troupe and being showered by glitter at a not-that-glamorous 'do' and birthday bash for Chris by the harbour in Sydney. As I recall, they didn't enjoy Oz very much .. wonder if that'll make his book ... ?

Quote of the week from GC Weekly:
Earls Court, location of this week's GC 2008 Expo, was replete with [sic] beautiful people and futuristic technology.

The fact that the venue was also hosting Graduate Fashion Week and a Doctor Who exhibition may have contributed in some small way to these qualities. But you could not beat Kable's conference when it came to threatening behaviour from chairpeople.

Brian Derry of Assist said he would expel people from the session he chaired if they violated the no-mobile policy - dancing to the tunes of their ringtones. Alternatively, they could pay £10 to the charity of his choice.

Mark Logsdon of Barclays, speaking at a session on security, revealed that his organisation charges £50 for rogue mobile vocalisations. But after adjusting for banking salaries, that works out around a hafpenny.

It might not have been appropriate for Dave Mitchell of BT, chairing a session on the NHS National Programme for IT, to have punished the use of telephones. But he did threaten a collective punishment for the audience, if it failed to show suitable interest: a video nasty on the auditorium's big screen.

Luckily, Mitchell decided it was necessary to deploy a video of former National Programme guvnor Richard Granger on his holidays. The threat was enough.

Wednesday, 11 June 2008

The LGov website future: what's missing?


Public Sector Forums (PSF) held an event in Birmingham last week called 'The Future of Local Authority Websites and How They're Assessed'. It was basically about SOCITM's annual report on local government (LGov) websites, Better Connected, which has come in for a lot of criticism. Particularly on PSF's forums and by PSF authors.

The day led off with a detailed, quietly devastating critique from accessibility champion, Dan Champion (aptly named). Point by point he layed out the charges, which fed off bad publicity vs accessibility for LGov sites from last year's Better Connected.

Stepping up to hear this were both the report's main author, Martin Greenwood, and SOCITM's new President, Richard Steel. There was a fair bit of anger in the room because for some web teams they end up being assessed internally because of what's written in Better Connected and accessibility has become a judgment point. Peter Barton has gone off on one about precisely this problem in this week's PSF features (nb. .gov.uk only access).

So it was worth noting that Martin and Richard showed up to hear it and Richard accepted a lot of the "frank and open discussion". Well, that was what I heard (others didn't).

The problem I have with the criticism is that it misses the bigger picture.

For example, I praised Martin's work in the report on usability because this is not the result of some big, Whitehall-led push. It's his and SOCITM's own initiative and exactly the sort of mainstream web issue which is currently almost invisible in egov.

But wait there's more, lots more. As I wrote in response to Minister Tom Watson's question 'OK then, what aren't we doing', I can name ten things off the top of my head.

They were:
  1. Findability
  2. Disengagement from the wider web and those damned walled gardens
  3. Engaging the industry
  4. Marketing
  5. Widgetising services
  6. Engaging the local
  7. Cheaper usability methods
  8. Content
  9. Fixations on 'engagement'
  10. Utilising reputation
The point being that it's not ridiculous to assess websites but the context needs to be changed. As Martin kept trying to say it's not supposed to be a scoreboard, it's meant to be guidance. But because of the chaotic nature of guidance for UK egov webteams where, for example, are they to look for more about how to do usability? I told people (I doubt that they know) that government webteams in Hong Kong, New Zealand, Australia and the US, amongst others, don't have this problem — they have well maintained portals setup years back to support them. In The UK, Better Connected sits in a vacuum.

The anger and energy in the room needs to be directed towards Whitehall and egov leadership as well as towards what we can do in the absence of it, for ourselves, rather than fighting amongst ourselves (as I said).

Jeremy Gould has posted today about how the COI is going about developing some new guidance and lays out how the methods they're using to do this are an exemplar of how not to.

But he also says we shouldn't wait for government and we have to organise ourselves.

This was the other aspect to the day, which was a discussion of the development of the embryonic Public Sector Web Managers Group (PSWMG) — which may, I hope, change it's name! I'm one of the initiators and group members have already done some work, including writing a response for the COI's new guidance.

We're hoping to organise at some point over the next few months a first proper national meeting and there was discussion about this at the end of the day in Birmingham. There are a lot of issues to sort out, not the least of which is exactly what it is and should do and how it can be made sustainable.

But, as Jeremy suggested, taking the bull by the horns and just writing our own guidance — as government webbies — is definitely one of the things it must do. And this can only help Better Connected in what should be it's true role - guidance not judgment.
  • If you're in egov — and this is all public sector and includes consultants and suppliers — please sign up to PSWMG.

~~~~~~

Gem from the day. Glyn Evans of Birmingham City Council says that 40% of Brummies use the web (I suspect that's actually a conservative estimate) but only 3% have used the Council's website. This talks to the bigger issue which accepts 18% 'take-up' (Schools admissions) as a raving success and which is the bigger picture I addressed in One year on: Ten answers for Minister Watson. (I've also blogged about how to do better than 18%).

~~~~~~

Richard Steel presented about web teams being part of ICT — he blogs about the day and his presentation here. Once I get the OK to reproduce this so you can see what he said, I'll respond here (I respectfully disagreed!).

Sunday, 1 June 2008

ICELE and how out-of-touch Gordon is with egov


There's been a long thread going this week on the UKIE-Edem network (European edemocracy) about what appears to be the last death thrashes of the International Centre of Excellence for Local eDemocracy (ICELE). This was a 'National Project' funded by the government, then defunded, then thrown to the wolves.

Although there has been deserved criticism of the project, for duplicating blog products for example, much of the work has been very useful, not least their basic resources on blogging etc.

All will, apparently, be lost.

I can't think of a better example of how out of touch Downing Street is with the state of egov in the UK; that this is happening and they aren't interested, actually they're probably completely unaware.

So whilst we have them pioneering good edem initiatives like Twitter and epetitions, at the grass roots it's chaos.

Here's a summary
from Dave Briggs of the thread discussion. And here's what I posted to the thread:
Two points:

1. How much money has been wasted on this and other national projects? Is anyone other than Public Sector Forums paying attention?

2. This just highlights for me the absence of any national central point of reference for egov. It's splintered all over the place, so no one actually working in the area has 'heard of' most of the worthy stuff.

We need an intro point as well as one for researchers - ICELE at least tried to be the former with its introductions.

It just pains me that the Australian state of Victoria and other governments like Hong Kong and New Zealand have managed 'one stop shop' portals to egov for practitioners but all Downing St has led with is endless, endless different initiatives with different websites whilst at the same time preaching to the rest of us about 'just' directgov and businesslink.

We've got truly bad leadership on egov in the country and I'd hope us practitioners could say that with a collective voice rather than 'well, on the other hand ... '

Thursday, 1 May 2008

Postscript 2: Search and suicide


Now have a research author response: see below.

The responses on the British Medical Journal (BMJ) website are mounting up to the 'search and suicide' research they published and which I dissembled.

I mentioned before how a Japanese researcher responded about how they are using the web to directly intervene - Outreach in the Real World - here's a bit more detail. (NB: The BMJ may force you to sign up to view these responses in full).
Not only are online approaches expanding, but outreach-based interventions in the real world are expanding as well. The "Guidelines for Response to Advance Suicide Warning Cases on the Internet," released in October 2005, includes a statement that Internet community organizations can disclose the content of private communications to a third party in emergency situations. As a result, the National Public Safety Commission in Japan reported that among 121 cases of suicide warning on the Internet in 2007, the police identified 105 individuals based on provider information. Of these, 72 cases were intervened by police and other aid measures, while the remaining 33 cases were determined as pranks. Sixteen cases could not be identified because of access from unspecified terminals, such as Internet cafes.
I have absolutely zero problem with this - it's about saving life in the final analysis, not privacy. I can't see why the NHS cannot negotiate similar protocols in the UK. The model is there to learn from. Is that happening? I very much doubt it.

Other BMJ responses are mainly from Hong Kong researchers, but all give a very different take on where research should happen.

'Suicide and internet use levels-- the evidence is lacking', for example, says "the evidence for an association between internet use levels per se and suicide ideation are scant .. it is practically impossible to differentiate visitors drawn by morbid curiosity, boredom, transient dysphoric mood or even academic interest from those with actual suicidal intent, caution should be exercised in interpreting their results."

Another, 'Positive and negative influences of the Internet on suicide', says "the Internet may have beneficial effects on suicide and to better understand the phenomenon both positive and negative influences of the Internet on suicide should be considered." These researchers say that "suicide prevention and intervention can be provided through the Internet for those who have suicidal ideation and visit those sites".

Especially if you use the web to put your positive services in the middle, as the Japanese appear to have learnt.

An American researcher says, "we suggest further studies to be conducted by Biddle and her colleagues comparing the actual traffic to both pro-suicide and suicide prevention websites and focusing future studies on the actual online behaviors of suicidal individuals."

Too right. "Actual online behaviors" being a crucial element to any research around search.

It's very noticeable that there aren't any responses from the UK - how does Biddle et al's research get funded I wonder and why are these other countries seemingly looking at far better and more productive avenues vs. suicide and the web than the sort of web-bashing, headline-grabbing rubbish we're churning out?

NB: I have received no response to email from either the researchers ('Biddle et al') or the charity Sane, which was quoted by the BBC. Help is obviously not wanted as they know it all. Neither, it must be said, have I had much response from search industry bodies and media I contacted. As I have said numerous times before, the industry is lousy at PR. They will wait until regulatory bodies and ill-informed politicians start proposing draconian and irrational legislation before they start dealing with their social impact.

May 5th addition: research author response

Lead author David Gunnell, Professor of Epidemiology Department of Social Medicine, University of Bristol, has responded to my critique amongst others on the BMJ's website. I will note that I wrote to Gunnell and he didn't reply. This is relevant in the context of this response.
We are pleased to see the interest and broad range of views provoked by our paper. There appears to be consensus amongst correspondents about the potential of the Internet both to provide help and to cause harm. Several correspondents have helpfully highlighted additional approaches to altering the results of Internet searching in favour of minimising risk to individuals experiencing serious suicidal thoughts and planning suicide.

Some contributors (Grohol, Canning, Fu, Knight) express surprise at our focus on methods of suicide.
Not me, wasn't expressed by me.
Furthermore Fu points out that some suicidal web-users may have already decided on their method of suicide and be searching for technical information about its implementation. We agree. However, as we explained in the opening paragraph of our paper, we focused on methods of suicide (rather than Internet resources for suicide in general) because research evidence suggests that one of the strongest media influences on suicidal behaviour concerns its affect on the choice of suicide method used.[2,3] Choice of method, in turn, influences the likelihood that a suicidal act will result in death,[4] and so may have an impact on suicide rates. We assumed that some Internet influences on suicide are likely to be similar to those of other media such as TV and newspaper reporting. In keeping with this Fu highlights the possible role of the Internet in relation to the spread of carbon monoxide poisoning as a method of suicide in Hong Kong. Thus we chose the search terms likely to be used by individuals with serious suicidal thoughts who are planning their suicide attempt. We felt it important that organisations offering support to suicidal individuals should endeavour to ensure their sites occur high up on the list of 'hits' retrieved by searches making inquiries about suicide methods.
But they didn't focus on methods. The search terms they chose, which they didn't explain the genesis of in detail, barely included specific methods - Fu's point. If, as there is strong evidence of, people take clues from media reporting - 'copycats' - then surely it would help to look at what methods are shown/described in reporting and take cues from there? This they didn't do. And it's difficult to make recommendations - especially such dramatic ones as they did - when the initial sources "terms likely to be used by individuals with serious suicidal thoughts who are planning their suicide attempt" are so apparently weak.
We agree with Grohol and other correspondents that additional aspects of the Internet in relation to preventing and provoking suicide are worthy of academic study. Indeed this is something we wish to pursue. However, we felt in an area about which much is conjectured, but little empirical data exist, a focussed inquiry into one relevant aspect was appropriate.
In which case they picked the wrong area. Surely going to source - what is known about how suicidal people connect to information and then act on that information, taking cues from well-developed experiences like the Japanese - would be a more productive avenue. For example, what is the role of UK social networks? Where is research lacking on the actual connections prior to suicides? The assumption here was 'search engines' - and everything flowed from those assumptions. Again and again, the main issue here is researchers who aren't webbies, don't understand how the web works, make assumptions, don't talk to the right experts, then leap off with claims which are - plainly - false and suggest solutions they are not qualified to suggest and lead people down more false trails.
In a single brief research paper it would not have been possible to cover the range of aspects suggested by Grohol. We disagree with Grohol's suggestion that we painted a pessimistic picture.
Talk to the PR, what headlines have they generated? How helpful are those headlines? It is highly irresponsible for such researchers to step back here and say 'we're not responsible'.
We described a number of beneficial aspects of the Internet - highlighting advice and information sites. Indeed we report that 13% of our hits were for sites offering support or information about suicide and 12% discouraged suicide. We also highlight that in England, whilst use of the Internet has increased in recent years, rates of suicide have declined. Thus harmful impacts of the Internet on individual acts of suicide are either being offset by beneficial effects or the impact of other suicide prevention activities.
Yes, they mentioned this. But it wasn't their headline. As I showed, searches for 'suicide' appear to be going down. But this wasn't their headline or reported anywhere at all in the subsequent headlines generated from the cues they gave reporters (i.e. the press release). Look at it this way, if the media is a causal factor the researchers just failed to get the media to report the existence of suicide help and to only focus on the existence of harmful websites.
Some of the assertions made by Canning are incorrect. The sites we reviewed were restricted to the first 10 results for each search. The searches 'methods of suicide' and 'suicide methods', which, like most users, we carried out without the quotation marks, do, in fact, yield different sites.
Ok, point taken. Search engines are improving. Though results are barely different. What else makes up "some .. are incorrect".
The interview data we used to inform our search strategy referred to interviews that were conducted with people who had survived nearly fatal suicide attempts. Two of the twelve individuals we have interviewed to date used the Internet to research their methods and indicated the terms they used. We can think of few better methods of identifying search terms than from such individuals.
This detail wasn't in the paper. Two individuals? And remembering terms they used? On this headlines around the world was built? If you want 'better methods', look to the Japanese. It is actually possible to backtrack from the machine they used and find exactly what they searched on. Security services and police do this sort of thing all the time. Further, Gunnell's response doesn't take on board my point that existing industry methods will tell you what terms are most searched on. They couldn't think of methods because they didn't think to ask experts in that field.
Canning makes some good points regarding the relative use of different search engines. We agree, weighting our findings according to site use may have been more informative.
No, not doing it completely undermines the credibility of the numbers reported. Especially the headline numbers cited at the top of the paper.
We did report that searches of Google, the most frequently used search engine, retrieved the highest number of pro-suicide hits and so weighting our findings by site would be unlikely to substantially alter out findings. Canning also provides a series of useful suggestions regarding strategies for reducing the accessibility of pro-suicide sites and working with the Search Engines themselves.
Why do I have 'useful suggestions'? Because I work in the web area. These researchers don't. They couldn't 'think of few better methods' because they didn't 'think' to collaborate with people such as myself or - actually - true experts who do this sort of thing for a living.
The influence of the Internet upon an individual's risk of suicide and upon population suicide rates is currently uncertain. Our study has shed some light on one aspect of the Internet. Further research is needed to ensure there is a more evidence-based debate on the Public Health impact of the Internet on suicide.
But the paper still stands and the publicity is out there. Is this response letter going to do anything about that? Are the researchers going to take their public responsibility seriously?

This is not an academic question. Decision makers are, unfortunately, far more likely to listen to people like Gunnell than people like me. Gunnell does not indicate here that they have learnt from the reaction that further research must happen by drawing on collaborations with industry and experts in the web field.

This is defensive. This is about covering their academic asses. How does this approach help us actually deal with doing the right sort of research which will lead to the right sort of solutions and actually help those they claim to want to help?

References
1. Biddle L, Donovan J, Hawton K, Kapur N, Gunnell D. Suicide and the Internet: BMJ 2008; 336:800-802
2. Hawton K, Williams K. Influences of the media on suicide. BMJ 2002; 325:1374-1375
3. Schmidtke A, Hafner H. The Werther effect after television films: new evidence for an old hypothesis. Psychol Med 1988;18:665-676.
4. Miller M, Azrael D, Hemenway D. The epidemiology of case fatality rates for suicide in the Northeast. Ann Emerg Med 2004;43:723-730

NB: this response was published in full the next day by the BMJ.

~~~~~~

One thing which I did notice on returning to the BMJ's website to look at responses is that they are carrying a blog by a breast cancer victim which appears to be doing it's job - explaining day-to-day reality to practitioners.
I really appreciate the way you are looking at things.Your blog is an eye opener. As a practising physician, it has changed my outlook towards my patients and their illnesses.
Or sortof a blog, posts form part of a category called 'From the other side', which isn't flagged at their top level navigation (and NB again, probably behind a firewall).

It's by Anna Donald.
I should introduce myself before launching into a blog which I hope is not too depressing: living in the shadow of death. This is my starting point, as I was diagnosed with metastatic breast cancer (I lit up “like a Christmas tree” on the scans) in February 2007. It was not a complete surprise - I’d had primary breast cancer - not terribly high risk - in 2003. But disappointing that so much treatment hadn’t cured it.

I hope to write about things that may interest doctors, other health workers and policy makers about what it’s like to have life threatening disease; to be on the other side of the doctor-patient divide, and to experience 21st century health care for a chronic disease (Sydney’s hospitals are pretty similar to Britain’s), from a quality-of-care perspective.
One commentator puts the value of Anna having a voice in a nutshell:
There is a tremendous amount that we can learn from you as you write to us about your experience and insights. We all have challenges which can bring us to a brink (physically, emotionally, spiritually), and it is encouraging and healing to share thoughts and experiences. This can help us to gain empathy and become better health advocates, personally (for others and for ourselves) and professionally

Friday, 18 April 2008

Postscript: Search and suicide

Following my quite stroppy contact with the British Medical Journal (BMJ)'s Editor, my response has finally been published with one element removed because "it is damning the research in an unverifiable way".
It is notable that in a comment on my blog (paulcanning.me.uk) Graham Jones who runs the Internet Psychology web site said that he'd met some people who were connected to the research and "they were suitably embarrassed in private when I pointed out the simple flaws in the research".
I'm told that it took so long because they needed to check every single line "as we are liable for anything posted on our website". That paragraph is certainly unverifiable by them, unless they contact Graham, but it's also the sort of thing which might well upset the privately embarrassed.

Because I could only give them text without links, this means that the Letters Editor must have either had to go back and figure everything out from scratch or - more likely - get something of an education in this area from following the links on my blog.

All in all, quite satisfying.

Now let's see what, if anything, the BBC says from my complaint and the lead researcher from my letter ... I've had no response from my help offer to the charity Sane ...

Postscript: More responses are now appearing in the BMJ. I particularly like this one from a student at Otago Uni in New Zealand:
The selection of terms in this study did not include 'prevention', 'help', 'assistance', 'counselling' and were designed to return the sites they retrieved. Search engines ("web dragons") need skillful handling.
I wasn't at all sure what he meant but Web Dragons comes from a book of the same name, by Ian Witten, who's a New Zealand professor.

More seriously, a researcher from The University of Hong Kong reports his suspicions that users search for particular methods:
For instance, carbon monoxide poisoning by burning charcoal has been portrayed by the mass media in Hong Kong as an easy, painless and effective means of ending one's life since 1998.
Methods are described in the local media - something the UK media is not supposed to do - then people search for them. He concludes:
In view of the global nature of Internet, it seems logical that a global effort is needed to contain the negative effect of Internet on suicides.

Friday, 17 August 2007

World eGov survey · UK 5th



Equatorial Guinea eGov bests France, Japan, Italy and former colonists Spain.


PROVIDENCE, R.I. [Brown University], July 24, 2007 — Asian countries continue to dominate international e-government ratings, taking three of the top four spots in a global e-government study undertaken by researchers at Brown University. South Korea earned the top rank, followed by Singapore, Taiwan, the United States, Great Britain and Canada. The study shows that 28 percent of government agencies around the world are offering online services, about the same as in 2006.

Global e-Government: 198 Countries Ranked

Rankings from 1 to 50


   RANK    COUNTRY                RATING

1. (1) South Korea 74.9 (60.3)
2. (3) Singapore 54.0 (47.5)
3. (2) Taiwan 51.1 (49.8)
4. (4) United States 49.4 (47.4)
5. (6) Great Britain 44.3 (42.6)
6. (5) Canada 44.1 (43.5)
7. (48) Portugal 43.8 (31.3)
8. (12) Australia 43.5 (39.9)
8. (27) Turkey 43.5 (33.7)
10. (8) Germany 42.9 (41.5)
11. (7) Ireland 42.4 (41.9)
12. (16) Switzerland 42.3 (36.9)
13. (38) Brazil 41.1 (32.1)
14. (11) Dominica 41.0 (40.0)
15. (65) Bahrain 40.3 (29.6)
16. (40) Equator. Guinea 40.0 (32.0)
16. (32) Liechtenstein 40.0 (33.0)
18. (133) Andorra 39.0 (24.0)
19. (14) New Zealand 38.4 (37.6)
20. (35) Italy 38.0 (32.9)
21. (10) Spain 37.7 (40.6)
22. (20) Hong Kong 37.5 (35.4)
23. (19) Finland 37.3 (35.6)
24. (30) Vatican 37.0 (33.5)
25. (36) Malaysia 36.9 (32.7)
        RANK   COUNTRY                RATING

26. (15) Netherlands 36.8 (37.4)
27. (46) Czech Rep. 36.7 (31.7)
28. (106) Brunei 36.5 (26.8)
29. (84) Cyprus (Rep.) 36.4 (28.3)
30. (40) Liberia 36.0 (24.0)
30. (56) Austria 36.0 (30.6)
30. (17) Azerbaijan 36.0 (36.0)
30. (143) Sierra Leone 36.0 (24.0)
30. (39) Bhutan 36.0 (32.0)
30. (175) Costa Rica 36.0 (20.0)
30. (73) Eritrea 36.0 (29.0)
30. (166) Ethiopia 36.0 (22.0)
30. (137) Gabon 36.0 (24.0)
30. (17) North Korea 36.0 (36.0)
40. (9) Japan 35.9 (41.5)
41. (28) Malta 35.8 (33.6)
42. (23) France 35.6 (34.7)
42. (24) Qatar 35.6 (34.5)
44. (67) Israel 35.5 (29.4)
45. (88) Croatia 35.0 (28.0)
46. (51) Iceland 34.6 (31.1)
47. (77) India 34.2 (28.7)
48. (54) Peru 34.0 (30.8)
48. (150) Zambia 34.0 (23.5)
50. (68) Mexico 33.9 (29.3)



According to Wikipedia, the PM website is the closest to a Japanese national government portal.


Common services include voter registration, visa application, passport application/renewal, job listings and online application, and requests for statistical reports.

Online tax filing was very prevalent, and was found on the Belgian Portal Site, the Pakistani Customs site, the Philippine Portal, and the French Economic Ministry.

Many departments offer online complaint forms. For example, the Malaysian Portal site has links to many of these forms. The Netherlands has a dedicated site for their Ombudsman, which accepts online complaint submissions. The New Zealand Department of Internal Affairs lets you complain about the presence of “objectionable material”. Several Philippine sites, such as the Portal page, Armed Forces, and Public Works have complaint forms. The South African Public Protector has an online complaint form.

Applying for and renewing licenses and permits is another common area where services are offered. The Mauritius Portal lets you apply for work permits and learner’s licenses and the New Zealand Economic Development website lets you renew an electrical workers or radio license. Many departments allow you to apply for government jobs online, including the New Zealand Portal.

Many sites allow you to order publications, including the Slovenia Tourism Board, South African Department of Environment & Tourism, Australian Portal site, Slovakia Industrial Property site, and the Swiss Intellectual Property Institute.

Several sites allow users to apply for grants online, including the New Zealand portal and U.S. Department of Homeland Security.

Various websites allow for electronic document filing. The New Zealand portal lets you file various corporate documents (including annual returns). The Slovakia Industrial Property uses a digital signature system to enable its e-filling of documents. The Swiss Intellectual Property Institute offers the ability to file trademark applications through “e-Trademark” The U.S. Securities and Exchange Commission has the EDGAR Service, which allows for the online filing of 116 different forms.

Several sites are unique in their attempt to encourage electronic government.

The Swiss Intellectual Property Institute offers the “e-Trademark” service to help file trademark applications, and the fees for electronic filing are less than those for submitting paper copies. The Slovakia Industrial Property also offers online filing of documents for reduced fees online.

Several countries offered unique online services. The Republic of Congo offers a means to send SMS text messages from its site, for a fee. The New Zealand Portal and Conservation site allow online booking of huts and campsites in national parks. The Australian Toilet Map found at the National Continence Management Strategy lets you browse and pinpoint public toilets throughout Australia and see toilets along a planned route. Visitors can suggest additions to the toilet database.



Uluru .. There are 5 nearby toilets:

The Philippine Portal offers a link to an online betting site for basketball games run by the Philippine Amusement and Gaming Corporation. The Luxembourg Education Ministry has a link to its mySchool Portal where students can take online classes and tests and receive help with homework.

The U.S. Consumer Product Safety Administration allows users to search the National Electronic Injury Surveillance System database for case studies of injuries to people by consumer products. Mexico’s Ministry of the Economy site has an online “conversation forum” available to visitors where you can have an instant message conversation with agency officials.

Colombia’s Ministry of Education allows users to elect to erase all cookies placed on their hard drive periodically as they log in with their username and password. Guatemala’s Ministry of Agriculture site has a webshots.com page embedded in their government web page that shows albums documenting the programs they put on and their service projects.



NUEVO - Fotos Proyectos

Turkey’s Portal has webcams of streets and squares all around the country on a live feed via the internet. Peru’s Portal site has an interactive online video that shows a mouse clicking on different things and what each click would accomplish plus a tutorial showing how to navigate pages while a voiceover explains the different services.

Ecuador’s President site has a youtube.com website with videos and an entire user profile for the President of the country. Czech Republic’s Portal site has a new “Did you know?” fact at the top of each page. The page contains a unique “conversation bubble” theme that allows for links to interesting services and a “quick review” that gives current time and date, weather, and exchange information at a glance.

India’s Department of Commerce site holds regular online chat sessions, with pre-designated topics either a few times a week or daily for one hour. They broadcast the topics and their schedule on a scrolling banner at the top of the webpage for every visitor to see.


OnLine Chat Date : 20 Nov 2006

On 'Special Economic Zones Policy' on every working day between 17.00 - 18.00 Hrs | "Regional Trade Agreements (RTAs)" on Monday, Tuesday between 11 AM and 12 Noon | "WTO(Doha Round of Negotiations)" on Thursday, Friday between 11 AM and 12 Noon



One feature that has slowed the development of online services has been an inability to use credit cards and digital signatures on financial transactions. On commercial sites, it is becoming a more common practice to offer goods and services online for purchase through the use of credit cards.

However, of the government websites analyzed, only 5 percent accept credit cards and 1 percent allowed digital signatures for financial transactions, similar to last year.

For our test, we used the Priority Level One standard and evaluated each government agency regarding whether it complies with the W3C guidelines. Sites are judged to be either in compliance or not in compliance based on the results of this test. According to our Bobby [sic] analysis, 23 percent of government websites are accessible to the disabled, the same as last year.

Disability Access
2004 2005 2006 2007
14% 19% 23% 23%

The most basic means to ensure accessibility is to maintain compliance with WWC standards. However, there now exist other ways to aid accessibility. Many sites how allow users to change the size on the text, to accommodate those with poor eyesight. Other pages have applications that will read the entire page to the user. The most extreme example of this trend can be seen on the Swedish Government Portal (
http://www.sweden.gov.se/), which not only will read to page to you, but lets you
customize the text size, spacing, and coloring. Advances in technology have made these types of aids possible, and government website should begin implementing them In order to improve electronic government, the report suggests that governments take several steps to reach their full potential in terms of accessibility and effectiveness. The ultimate goal of e-government is to provide citizens with services, information, and interactive features. To this end, sites need to be well-designed, easy to navigate, and accessible to a wide variety of users.

The researchers suggest the following steps be undertaken:
  • standardize templates with consistent navigation;
  • have accessibility aids;
  • list when pages are updated;
  • organize pages by user type;
  • create “most popular” lists;
  • have an online services menu;
  • have interactive technical assistance;
  • make it interesting!
  • avoid commercial advertising;
  • fix faulty links;
  • improve language accessibility;
  • do not sell domain names; and
  • have a secure and stable server.


    Tuesday, 5 June 2007

    Bytes · YouTube transfers - Psychology of banner ads - Mash up Excel

    Catching up .. clearing the scrapbook ...


    Stevie Ryan, AKA Little Loca, has become the first YouTube discovery to get her own network TV show. She'll co-host reality-based "Online Nation". The half-hour series will showcase user-generated clips found on YouTube, Revver and other sites.

    I hate this stuff - Al Gore's CurrentTV would be watchable if they got rid of the amateurish 'announcers' top-n-tailing some actually interesting product. Maybe that appeals to teenagers, doesn't to me. They'll be a looot more of this ... Little Loca's definitely got a demographic, girlfriend. Pour moi? One clip's enough. Later!

    ~~~~~~~~~~~

      The psychology of banner ads
      repeated exposure to a product via banner ads generates a positive feeling towards that product.

      as
      repeated exposure to a stimulus that's barely perceptible can enhance a person's feelings towards what's otherwise a neutral object

      however
      familiarity-based advertising may work best for impulse buys, where more detailed evaluations aren't likely to occur


      ~~~~~~~~~~~

      An OpenNet Initiative report has found - apart from what you'd think about the usual suspects
      no evidence of filtering in more than a dozen of the surveyed countries, among them Russia, Venezuela, Egypt, Hong Kong, Israel and Iraq.

      ~~~~~~~~~~~

      Motivation, context, and citizen analysis of government data
      Swivel is just one place showing how communities can use stats mashups. Jon Udall examines another on his blog and points at his own mash-up which, neighbourhood by neighbourhood, is publishing/explaning crime stats details.

      Talking about 'patient intimidation', he comments:
      Similarly, when your neighborhood is sick, you’ll be motivated to engage with government data, and you’ll build yourself a context for that.
      He likes Excel.

    Tuesday, 17 April 2007

    Google domination nears total


    Heather Hopkins reports that Google's UK search share is now 79%
    The last time I updated the figures was for SES London in February. Since then, Google has gained 2%, up from 77.77% to 79.38% of the UK search market.
    This is a very different picture to the United States, where Google is 50% of the search market by comScore and 64% by Hitwise.

    Google's European share is lowest at 61% in Sweden and reaches 95% in Spain. In Australia it's 86%.

    In Hong Kong, Yahoo! dominates, but in Singapore it's Google again. Baidu is top search engine in China.

    Worldwide, comScore World Metrix has Google Sites 503,033 Total Unique Visitors (000) and Yahoo! Sites 458,985

    ADDENDUM
    Andy Kaveniac from compete.com writes me that Google is now near two-thirds US market.

    On their blog:

    Google just keeps going and going … almost puts the Energizer Bunny to shame. Google market share gained another 2ppts in March. So here’s a question. If Google gains one more point in market share, will we lose our veto power? That’s right, for all intents and purposes two-thirds of the 6.4 billion web search queries in the US pass through the Google servers.
    (He's referring to the Presidential veto over Congress)

    I should note the differences in numbers/shares etc. Anything which falls outside the normal variance is about the different counting methods, but the clarity of the trend does point to the best way to look at stats - compare yer apples with yer apples, otherwise look for the trends. Especially for non-full-timers ;]

    Monday, 12 March 2007

    Jakob in China



    From alertbox email:
    Greetings from Shanghai

    Last week we kicked off this year's conference tour in Hong Kong. We had a very successful event and it was invigorating to meet the many Asian user experience professionals and hear about their projects.

    <>

    For most of the things we tested, there was NO DIFFERENCE in the usability guidelines between Asia and other parts of the world. This is similar to findings in our studies in Japan and Korea.

    For example, take financial journalists in Hong Kong. A hugely important group to consider when designing the investor relations (IR) and public relations (PR) sites for any big multinational corporation, which is why we tested these users to get material for our upcoming seminar on presenting information about a company on its website. Most of what Hong Kong financial journalists need from your website is the same as the financial journalists we have already tested in New York, London, and Copenhagen.

    In other words, the differences between the peoples of the world are not as great as they are sometimes made out to be. At least not when it comes to the usability guidelines for Web design.