Anyone who's read this blog for a while or has been to one of my workshops knows I've been outspoken in encouraging One-Stop Career Centers and workforce boards to find ways to utilize internet technologies (aka web 2.0) to help you serve customers more effectively, manage programs more efficiently, and raise the profile of the workforce development system nationally.
With stimulus money coming down the pike, you may be starting to think about how you could use RSS feeds, blogs, wikis, podcasts, social networking and other web tools in your programs. To help jump start the conversation, I offer the following
6 principles to guide the use of web 2.0 technology, for workforce boards and One-Stops
1) Customer/client needs should drive the technology, not the other way around. It's easy to get caught up in the next new thing. In the web 2.0 world, that new thing will be old in ten minutes or less. Don't wait for a technology expert who doesn't know workforce development to tell you what you can do. Start talking first about the services you'd like to make available to customers, then explore what internet technology exists to help you do that. If it doesn't exist, let the social venture capitalists know because you've just identified an opportunity for them.
2) Mobile-ize it. Today's cellphones are becoming computers. Or are computers becoming cellphones? Either way, our customers and clients are using their mobile phones more and more to connect, communicate and gather information. Start thinking about how to make your internet-based services available via cell, and what content might go directly to cell and bypass the web entirely.
3) Make mistakes. There are no best practices out there for how to integrate web 2.0 technology into the workforce system, so we're going to have to make it up as we go along. We're going to have to experiment, which means we will make mistakes along the way to finding the most effective technology tools to connect people and jobs. So let's get out there and start making mistakes.
4) Loosen controls on computers in the One-Stops. I understand why those controls exist - to keep job seekers from using computers for non-job search related activities. But I think we've thrown out the baby with the bathwater here. Twitter, Ning, Facebook, MySpace, blogs, wikis and other web 2.0 tools are becoming an integral part of modern job search and networking. By blocking those services, we're preventing people who already have limited computer access and skills from learning and using these tools to improve their career opportunities.
5) Don't eliminate the human touch. This was brought home to me by watching what's happening to the unemployment system, on this blog and at visits to local One-Stop Career Centers. Most states replaced unemployment staff with telephones and computers long ago. When those overloaded systems have failed in recent months, Americans have had nowhere to turn. So they show up at the One-Stop looking for the help they need to get their unemployment benefits. The lesson here is that the human touch is too valuable to eliminate. Technology should enhance the direct services we provide, not replace them.
6) Engage in a serious national discussion about the intersection of performance requirements, universal services and web 2.0 technology. Today, more people than ever need workforce development services. What we mean by "universal services" is being tested in a way it never has before. But it's happening at the best time that it could - a time when internet technologies make it possible for us to provide help to clients and customers who don't need intensive services, but could use a leg up, and could access it via internet. We should be there - online - to provide that boost.
However, if One-Stops and workforce boards don't get credit toward performance requirements - and therefore funding - to serve people indirectly online, then it won't happen. This will be a missed opportunity both to meet needs and to raise our profile with a constituency that probably never knew we existed. If this discussion isn't taking place already, it should start now.
What do you think? What have I left out? Are you thinking about trying out web 2.0? If so, what principles will guide your agency's use of those tools?
Update March 24: Read Ed Morrison's Re-employment Nets and Web 2.0 paper, which was inspired by this post.
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