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| Preface | |
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| Acknowledgements | |
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| Introduction | |
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| Scene Setting | |
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| A Desirable Digital Future? | |
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| Basic Premises | |
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| Structure and Content of this Book | |
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| References | |
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| Designing Digital Futures | |
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| Living in a Digital World | |
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| Fulfilling the Promise? | |
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| Government Services | |
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| Digital Television | |
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| Local e-Government | |
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| Mobile Phones | |
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| Vision versus Reality | |
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| How Did We Get Here? | |
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| The Influence of Design Methods for ICT | |
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| Did Anybody Ever Ask Us? | |
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| Conclusions | |
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| References | |
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| The Case for Engagement | |
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| Drivers for Engagement | |
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| "e-everything" | |
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| Stemming the Digital Divide | |
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| Improving Social Inclusion | |
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| Promoting Democracy | |
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| The Benefits of Citizen Engagement | |
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| Better Understanding of Needs and Requirements | |
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| Learning, Knowledge Sharing and Innovation | |
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| Faster Technology Diffusion | |
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| Enhanced Citizenship | |
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| Sustainability | |
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| Conclusions | |
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| References | |
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| Citizen Engagement in Practice | |
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| Characteristics of Citizen Engagement Initiatives | |
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| A Framework for Analysis of Citizen Engagement Initiatives | |
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| Citizen Engagement in Policy Making | |
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| Netmums - UK | |
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| Macatawa Area Coordinating Council-USA | |
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| Citizen Involvement in Future Drug Research and Development - Denmark | |
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| The National Forum on Health - Canada | |
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| 'America Speaks' - USA | |
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| Madrid Participa - Spain | |
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| Chicago Neighbourhood Planning - USA | |
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| Citizen Engagement in Aspects of ICT Design | |
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| Bundestag Website Design - Germany | |
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| K-Net (The Kuhkenah Network) - Canada | |
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| Reflect ICTs Project - Pilots in Uganda and India | |
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| Nepal Wireless | |
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| Jhai Foundation - Laos | |
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| Conclusions | |
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| References | |
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| Giving a Voice to the 'Hard to Hear' | |
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| Why are Some Citizens 'Hard to Hear'? | |
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| Citizens at Risk from Social Exclusion | |
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| Case Studies | |
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| Utopia-UK | |
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| The Surrey 50+ Website - UK | |
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| 'Logged Off - Political Disaffection Amongst Younger People-UK | |
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| Online Surgeries for Young People-UK | |
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| Locomotion - Disabled and Elderly Citizens - UK/Germany | |
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| WomenSpeak - Women Suffering Domestic Violence - UK | |
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| Jamie's Big Voice - The Homeless - UK | |
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| Conclusions | |
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| References | |
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| Modelling Citizen Engagement | |
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| Dimensions of Citizen Engagement | |
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| Initiator | |
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| Structure | |
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| Focus | |
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| Scale | |
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| Impact | |
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| Citizen Influence | |
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| Modelling Citizen Engagement | |
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| Citizen Input | |
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| Transformations | |
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| Outputs and Outcomes: Components of Desirable Futures | |
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| Conclusions | |
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| References | |
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| Citizen Engagement in ICT Design: The Challenge | |
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| Barriers to Citizen Engagement in ICT Development | |
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| Technical Focus of ICT Developments | |
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| Limited Practice of Participatory Design | |
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| Role Conflicts and Role Boundaries | |
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| Knowledge Silos | |
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| Lack of Appropriate Skills | |
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| High Perceived Costs | |
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| Changing the Focus of ICT Development | |
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| Parameters of the Shift | |
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| A Sociotechnical Approach to Design | |
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| Information Ecologies | |
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| A Participatory Approach to Design | |
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| Inclusive Design | |
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| Facilitating the Transition: A Change Management Approach | |
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| Dissatisfaction with the Status Quo | |
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| A Shared Vision | |
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| Knowledge about Practical Steps | |
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| Costs (Economic and Psychological) | |
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| Conclusions | |
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| References | |
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| Strategies for Citizen Engagement: (i) Shifting the Focus of ICT Design Practice | |
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| Introducing the Strategies | |
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| Institutionalizing the Shift in Organisations | |
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| Action Plan for Institutionalizing Citizen Participation/Engagement | |
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| Identifying, Informing and Convincing Key People | |
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| Integrating Citizen Engagement with ICT Design Methods | |
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| Integrating Citizen Engagement with Performance Appraisal and Monitoring | |
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| Providing Resources for Citizen Engagement | |
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| Capacity Building | |
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| Changing Organizational Culture | |
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| Key Learning Points: The 'Know Why', 'Know What' and 'Know How' of Citizen Engagement | |
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| Sharing the Knowledge | |
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| Conclusions | |
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| References | |
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| Strategies for Citizen Engagement (ii) - Tools and Techniques | |
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| Methodologies or Toolkits? | |
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| Resources to Support Citizen Engagement | |
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| Preparing the Ground | |
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| Identifying Stakeholders: Who Needs to be Engaged? | |
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| Revealing Stakeholder Diversity | |
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| Stakeholder Readiness to Engage | |
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| Motivation for Citizens to engage | |
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| Supporting Citizen Engagement in Sociotechnical Decision Making | |
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| Communication and Knowledge Sharing | |
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| Communication Techniques and Channels | |
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| Knowledge Sharing | |
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| Envisioning | |
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| Visual Representations | |
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| Experiential Approaches | |
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| Consensus Building | |
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| The Search Conference | |
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| Citizens' Juries | |
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| Creativity and Problem Solving | |
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| Brainstorming | |
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| Workshops and Games | |
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| Requirements Surfacing | |
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| Challenging Stereotypes | |
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| Surfacing Assumptions and Attitudes | |
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| Developing Outputs to Inform Design | |
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| Conclusions | |
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| References | |
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| Achieving a Culture of Participation and Engagement | |
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| Drivers for Action | |
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| The Rewards for Changing the Focus of ICT Design | |
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| Enriched Knowledge Base | |
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| Improved Systems and Sevices | |
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| Faster Adoption and More Widespread Use | |
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| Leading the Way | |
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| Role of Influential Leaders | |
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| Publicising the Value of Citizen Participation/Engagement | |
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| Role of the IT Profession | |
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| Starting the Dialogue | |
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| Enabling the Transition | |
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| Institutionalizing the Changes | |
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| Giving Citizens a Voice | |
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| Enabling Role of Technology | |
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| Investing in the Transition | |
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| Roles of Stakeholders | |
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| ICT Designers | |
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| ICT Manufacturers | |
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| Government | |
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| Creating Capacity for Engagement/Participation | |
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| Scaling the Process | |
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| Conclusions | |
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| References | |
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| Index | |