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with a YouTube channel (wwwyoutubecom/user/RepGeorgeMiller) and feeds the videos to his official congressional website (http://georgemillerhousegov/ millertvhtml) Those watching the videos on YouTube are able to post comments and video replies Other members have ventured into the social networking world Many have created groups, pages, and profiles on Facebook, but aside from Congressman Ron Paul s presidential campaign group, the most successful only have a few hundred friends or members Clearly this is a brave new world for elected officials When in candidate mode, they totally get the interacting with voters on a personal level thing, but once in office they tend to lose that sense And even in campaign mode, few really tap into new social web technology to create a total social engagement with the voters (Barack Obama s presidential campaign being the primary exception) A few years back I wrote a blog post about an upstart Senate campaign in Utah Pete Ashdown, founder of Utah s first ISP, ran against the incumbent Orrin Hatch Faced with a much better funded opponent, Ashdown created a policy wiki on his website and invited the voters to help him refine his platform Meanwhile, Senator Hatch s website included a blog with the comments turned off So while Ashdown was using technology to deepen his relationship with the voters in a truly meaningful way, Hatch was using technology as a vehicle for talking at the voters This reminded me of the old 1770s debate driven by Edmund Burke about the proper role of an elected representative Should they be a delegate, implementing the will of the constituents or a trustee, exercising judgment on behalf of constituents Ashdown was clearly a delegate and Hatch looked a lot like a trustee In the emerging world of total social engagement, demands for delegates to replace trustees are inevitable The more people can engage with government and their peers in public spaces, the less inclined they will be to blindly follow a trustee The people have tools in their hands for learning about policy that rival the tools in the hands of congressional staff This evening of the playing field changes the game completely The old adage knowledge is power used to explain why the elite opinion leaders were powerful knowledge was a scarce resource But today, knowledge is no longer scarce In a market where knowledge is abundant, power is more evenly distributed Those in elected office no longer have control over knowledge, thus they have less power relative to their constituents And with social technologies at the disposal of a knowledgeable citizenry, giving them the ability to spread information, build networks, and mobilize them to action, power is now distributed in a manner that will make it harder and harder for elected officials to continue doing business as usual In a world of total social engagement, the game has truly changedq
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the diffeRenCe: CRM, the pubLiC SeCtoR, and poLitiCS
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That s just about it Go get something to drink or eat Then, when you ve swallowed and digested, head over to the appendix for the final piece of this chapter, a piece written by my brother and expert in the social web and Social CRM when it comes to government administration and enforcement That appendix is on an amazing project (among others) called Virtual Alabama, which uses Google Enterprise It s been so successful that it s now spawning regional pilots throughout the US under the name Virtual USA After that, we move on We re heading into some big small territory next how social CRM impacts small business and what small business can do with it Very cool stuff following very noble stuff
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