I often get asked to talk about the impacts of technology and user expectation change, the Web 2.0 effect, to conferences aimed at public sector audiences. The points I make are also illustrated in the excellent article by Eric Woods of Ovum at silicon.com.
For my old colleagues in various Government Departments around the world this is well worth the read.
Web 2.0 is not like CB-Radio, yes there is a massive amount of hype around the term which is not helpful, however the fact remains that technology change has democratised many of processes of production and communication which has lead to a whole different level of user expectations and demand for greater engagement from citizens.
This cannot be ignored !
Written and Submitted from the Google Office, London.