Dedication; Contents; Preface;Acknowledgements. 1 Introduction.1.1 Scene Setting. 1.2 A Desirable Digital Future?1.3 Basic Premises 1.4 Structure and Content of this Book. References. 2 Designing Digital Futures. 2.1 Living in a Digital World. 2.2 Fulfilling the Promise.2.2.1 Government Services.2.2.2 Digital Television.2.2.3 Local e-Government.2.2.4 Mobile Phones.2.3 Vision versus Reality.2.4 How Did We Get Here?2.5 The influence of Design Methods for ICT.2.6 Did Anybody Ever Ask Us? 2.7 Conclusions. References.3 The Case for Engagement.3.1 Drivers for Engagement. 3.1.1 'e-everything'.3.1.2 Stemming the Digital Divide.3.1.3 Improving Social Inclusion 3.1.4 Promoting Democracy.3.2 The Benefits of Citizen Engagement. 3.2.1 Better Understanding of Needs and Requirements.3.2.2 Learning, Knowledge Sharing and Innovation.3.2.3 Faster Technology Diffusion.3.2.4 Enhanced Citizenship.3.2.5 Sustainability.3.3 Conclusions.References.4 Citizen Engagement in Practice.4.1 Characteristics of Citizen Engagement Initiatives.4.2 A Framework for Analysis of Citizen Engagement Initiatives.4.3 Citizen Engagement in policy making.4.3.1 Netmums - UK 54. 4.3.2 Macatawa Area Coordinating Council - USA.4.3.3 Citizen Involvement in Future Drug Research and Development (R and D) - Denmark.4.3.4 The National Forum on Health - Canada.4.3.5 'America Speaks' - USA.4.3.6 Madrid Participa - Spain.4.3.7 Chicago Neighbourhood Planning - USA.4.4 Citizen engagement in aspects of ICT design.4.4.1 Bundestag Website Design - Germany.4.4.2 K-Net (The Kuhkenah Network) - Canada.4.4.3 Reflect ICTs Project - Pilots in Uganda and India.4.4.4 Nepal Wireless.4.4.5 Jhai Foundation - Laos.4.5 Conclusions.References.5 Giving a Voice to the 'Hard to Hear'. 5.1 Why are some Citizens 'Hard to Hear'?5.2 Citizens at risk from social exclusion.5.3 Case studies.5.3.1 Older people aged over 60 - UK.5.3.2 The Surrey 50+ website - UK.5.3.3 'Logged Off' - political disaffectionamongst younger
people - UK.5.3.4 Online surgeries for young people - UK.5.3.5 LOCOMOTION - Disabled and elderly citizens - UK/Germany.5.3.6 WomenSpeak - Women Suffering Domestic Violence - UK.5.3.7 Jamie's Big Voice - the homeless - UK.5.4 Conclusions References.6 Modelling Citizen Engagement. 6.1 Dimensions of Citizen Engagement 6.1.1 Institution-led engagement.6.1.2 Citizen-led engagement.6.1.3 Top-down or bottom up (grass-roots) initiatives.6.1.4 Scale of Citizen Engagement.6.1.5 Significance of Impact.6.1.6 Opportunity for citizen influence.6.2 Modelling citizen engagement.6.2.1 Citizen input.6.2.2 Transformations.6.2.3 Outputs and Outcomes: components of desirable futures.6.3 Conclusions.References.7 Citizen Engagement in ICT Design: the Challenge. 7.1 Barriers to citizen engagement in ICT development.7.1.1 Technical Focus of ICT Developments.7.1.2 Limited Practice of Participatory Design.7.1.3 Role Conflicts and Role Boundaries.7.1.4 Knowledge Silos.7.1.5 Lack of Appropriate Skills.7.1.6 High Perceived Costs.7.2 Changing the focus of ICT development.7.2.1 Parameters of the Shift.7.2.2 A Sociotechnical approach to design.7.2.3 Information Ecologies.7.2.4 A Participatory approach to Design.7.2.5 Inclusive Design.7.3 Facilitating the transition: a change management approach.7.3.1 Dissatisfaction with the status quo.7.3.2 A shared vision.7.3.3 Knowledge about practical steps.7.3.4 Costs (economic and psychological).7.4 Conclusions.References.8 Strategies for Citizen Engagement: (i) shifting the focus of ICT design practice. 8.1 Introducing the strategies.8.2 Institutionalising the shift in organizations. 8.2.1 Action Plan for institutionalising citizen participation/engagement.8.2.2 Identifying, informing and convincing key people.8.2.3 Integrating citizen engagement with ICT design methods. 8.2.4 Integrating citizen engagement with performance appraisal and monitoring.8.2.5 Providing resources for citizen engagement.8.3
In the present digital revolution we often seem trapped in a Kafkaesque world of technological advances, some desired, some disliked or even feared, which we cannot influence but must accept. This book discusses the urgent need to redress this situation. The authors argue that technologies succeed or fail according to their relevance and value to people, who need to be actively engaged in order to create shared visions and influence their implementation.
This book establishes the case for a new way of thinking about the design of digital technologies - the authors have long-established reputations in the field of participative design, as does Loughborough University, their home institution.
Accessible in style, inclusive in its range of case studies and illustrative examples, this is an up-to-the-minute discussion on a hot topic and essential reading for both academics and practitioners involved in the design and development of systems, services and products for the e-society.