Citizens will be engaged through Reach

Official feedback unit will be the main platform for Government
Li Xueying, Straits Times 10 Jan 09;

THE Government will engage citizens online more actively - but on its own turf.

Reach, its official feedback unit, will become the main platform through which it will interact with netizens.

Responding to individual blogs and forum postings - a recommendation by the Advisory Council on the Impact of New Media on Society (Aims) - will require a huge amount of resources and be 'extremely difficult', said Minister for Information, Communications and the Arts Lee Boon Yang.

But he underlined the Government's commitment to e-engagement.

Asked about Aims' call for the Government to be more open in engaging with the diversity of views on the Internet, he said: 'This mindset change has already taken place; the Government is fully into e-engagement.' For instance, ministries are using tools such as Facebook.

He added: 'But we are in the early days and we will continue to work on it; we will continue to improve on it.'

So Reach will be given more resources and beefed up.

Its chairman Amy Khor promised this: All views left on its portal will be read, will likely be responded to - and could possibly even lead to changes 'if the idea is good'.

Another aspect of its appeal is this: 'The interested citizen will be able to see just from one portal - rather than from different websites at different ministries, what the Government is consulting on, what are the current hotly-debated issues, and what his involvement can be or what he could contribute in terms of policymaking, in terms of bringing about change,' she added.

At the same time, Reach will look at closing the feedback loop by formally recognising well thought-out suggestions.

But is the Government preaching merely to the converted - those who would go to its website? What about the disenfranchised clicking and typing elsewhere?

Responding, Senior Minister of State for Information, Communications and the Arts Lui Tuck Yew said: 'The question really is, with that group, should we intrude on their space? Would they welcome such an intrusion? Maybe the way to do it is to provide a platform where if they choose to, they can at least start that process of engagement.'

Added Dr Lee: 'Websites are springing up by the thousands every minute. It's just not possible for Government to go out there and reach (out) to every website.'

But he said the Government will, from now, reply to letters sent online to the mainstream media if this is warranted.

And recognising that ministries and agencies need to have a deeper understanding of the new media, it will invest in training its employees in this.

Aims chairman Cheong Yip Seng said that overall, the measures are a major step forward, and will 'lead to greater use of the new media for discussion between the Government and its people'.

However, on the decision to use Reach as its main platform, he said: 'I'm not 100 per cent convinced that the Government needs to be this cautious - there are reasoned and constructive views online although in my view, the bulk of online chatter is not worth responding to.

'But maybe with greater online experience they will engage this group.'

Added blogger Gerald Giam: 'No one is expecting the Government to respond to all blogs. But this should not prevent them from responding to some blogs, particularly those of serious socio-political bloggers who make cogent and rational suggestions in their posts.

'It is true that not all bloggers welcomed the Government's voice on their private blogs, but there are some that do welcome a response.'

Yesterday, Dr Lee did not close the door on this possibility: 'Once we acquire this capability, we have more experience, better knowledge of the key players in new media that are active in their debates and discussions, we will consider which are the ones that have the standing, that have the objectivity and the accountability to provide a platform on which Government should also engage.

'Over time, we hope we will be reaching not just those people who want to be reached, but also communicate with all Singaporeans interested to know the facts behind various government policies and issues debated in the public domain.'

For the ‘serious-minded’ to engage the Government?
Alicia Wong, Today Online 10 Jan 09;

FROM encouraging users to start conversations on its website, to inviting ministries to join its discussion forums, the Government’s e-engagement portal, Reach, is working hard to encourage more exchange of views.

But how effective will this be in reaching out to those outside its current community?

Acknowledging there “will always be a certain group who will never come on board”, chairwoman Amy Khor said the website will appeal largely to “serious minded citizens who are interested to engage the Government”.

Reaching out to a wider audience and getting them to debate policy issues “will always have to be work-in-progress”, she said — but “the idea is to let people know there is such a site. If they want Government feedback, or to interact with the Government, or want to know what’s going on in terms of policies, they can come to this website.”

Since its launch in 2006, the portal has seen “a lot more interaction and discussion”, Dr Khor said.

As an information-age incarnation of the Feedback Unit that was set up in 1985, Reach sees about 86 per cent of discussions today initiated by users.

Last year, there was a 30-per-cent increase in the number of postings, and a 20-per-cent increase in page views to1.5 million.

To ensure that people do not see their feedback as going into a “black hole” Reach features suggestions that have led to policy change. It also summarises Government responses to feedback.

Reach has also conducted eight live web chats since 2007, where netizens can interact with Government leaders and among themselves.

A “perennial problem”, said Dr Khor, is the lack of awareness about Reach. So, the website staff has been holding exhibitions, appointing junior ambassadors and even publicising itself in MRT stations.

While limited by its small budget, it could get some reprieve as the Government said it will devote more resources to e-engagement.