David Wilcox

We always hoped that Social by Social would be a book that could be chunked up and re-written for different audiences interested in social tech for social benefit – and now co-author Andy Gibson has done a great job for local government.
Local by Social: how local authorities can use social media to achieve more with less was commissioned by IDeA and NESTA. As Ingrid Koehler writes at our companion site – socialbysocial.net – “this document does provide a compelling argument for how social media can be used as a tool (and not as an end in itself) to support engagement, democracy, improved services and perhaps even especially efficiency.”
There’s more details here on the IDeA site, with additional links.
If you are looking for further front-line insights on Web 2.0 for customer service in local authorities, see the latest excellent presentation from Michele Ide-Smith.