SMS Citizen Input
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SMS Citizen Input
SMS citizen input is the ability for citizens to send SMS (text messages via mobile phones) to mayors, councillors, the council, and the local authority as a whole.
Summary: Globally, SMS is a communication medium with a huge user take-up and participation. Given the fact that far more people access to mobile phones than to PCs or have email addresses, SMS is an important channel for eliciting citizen feedback.
Rationale and Objectives:
What can you use this feature for?
- Encourage citizens to send short pieces of electronic input prompted by television, articles, flyers and other mediums
- Prompt quick feedback on consultations using short polls or questions
- Build consultation groups by allowing people to register interest via SMS
- Solicit geographically specific feedback – for instance in response to a particular billboard or notice at a location
Why use it?
- It is available to hard to reach groups – especially a younger demographic and anyone on the wrong side of the ‘digital divide’
- It is very immediate – for instance there is no need to go to a specific place or website
- Its less intimidating than more formal feedback channels
Benefits - Describe the top benefits for each group
- All Users: It is accessible, immediate and easy to use.
- Citizens: Uses a communication channel that they choose rather than one which is imposed.
- Councillors: Helps access difficult to reach groups
- Local Administration: Simple to set up but with a big impact in terms of user perception
Limitations and Cautions
- SMS messages are very short and so will not provide in-depth feedback
- Its difficult to track who has sent the message without keeping user telephone numbers on record
- You need to make sure that you set up your system in such a way as to make sure that it is not expensive for your citizens to SMS you
Successes collected projects
Successful Implementations
Example 1: Text the President of the Philippines
Link: http://www.op.gov.ph/txtgma.asp
Describe usage and results: Texting currently outnumbers voice calls 8 to 1 in the Philippines. SMS is widely viewed as a key tool in the citizen protests which led to the removal of former President Estrada when the Philippine Senate declined to impeach him for illegal behaviour. Then Vice President Gloria Macapagal-Arroyo became the President and was elected to that post in 2004. Her site provides instructions on how to SMS her office.
Example 2: National Election Commission, South Korea
Link: http://vote2004.nec.go.kr/vote/mobile/ (includes flash animation with sound)
Describe usage and results: The National Election Commission is South Korea set up a special service that encouraged people with SMS and picture phones to report any election law violations that they witness. The website includes an animation which clearly explains the concept.
Example 3: Lancashire County Council
Link: http://www.lancashire.gov.uk/environment/sms/index.asp
Describe usage and results: As part of their e-Government agenda Lancashire County Council have been trying to engage all citizens in their decision-making processes. A new SMS scheme allows citizens to receive services via their mobile phone. Subscribers give their views about key issues facing the authority and its citizens. People subscribe via a website, their application is authenticated and then they receive a consultation question once a month. The ultimate aim of this consultation is to improve County Council services in Lancashire in line with peoples' requirements. The results of each consultation are posted online with continued opportunity to people to vote on issues highlighted in previous months.
Example 4: Bristol City Council
Link: http://www.bristol-city.gov.uk/Fuguri/frame.html?A+AMM08602+BG+F+AMM00105+AMM01707
Describe usage and results: Bristol have been used a number of different SMS campaigns with young people under their ‘text 2 talk’ project.
Further Information
Top Related "How to" Online Resources
From broader Internet community, not just government
- Textually.org - SMS and Politics
- Case study on New Zealand Labour Party use of SMS and chat
- Additional resources from DoWire