Writing as far back as 1989 (drawing on the work of C.W.Mills) Habermas described the formation of public opinion in what seems like an uncanny prediction of Web 2.0. “Virtually as many people express opinions as receive them. Public communications are so organized that there is a chance immediately and effictively to reply to any opinion expressed in public and these opinions find an outlet in effective action, even against (if necessary) the prevailing system of authority”.
Or as Charlie Leadbeater puts it “the audience is taking to the stage“. There are profound implications for the public service in this user generated state.
The challenges range from managing corporate reputation to co-producing services – making sure that those who use services have a real say in their design and delivery. It means not just doing what has always been done but doing things in radically new ways. What’s the point of a bureaucrat in a post bureaucratic age?
