Have Your Say - Frequently Asked Questions - NSW Strategic ...

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Set-up 1. How long does it take to set up an online consultation? Please allow at least two weeks to create an online consultation. This includes time for approval of costs and requirements, technical set-up, content uploading and approvals. More time should be taken into consideration for consultation planning, including approval of content and a promotional strategy. 2. Can I choose a URL for my pages? Each page URL must follow this format: haveyoursay.nsw. gov.au/yourconsultationname. You can only personalise the last part of a URL with your consultation name; so ensure this is short and easy to remember. 3. How long can I run a consultation for? It is recommended that you run a discussion forum for between 4-6 weeks. These dates should be advertised on the consultation pages to give the public enough time to think about the project, add their comments and possibly engage with other visitors to the pages. If you want to extend the process at the end of that period then you can do so – this is good news that can be passed on to the community using your site or by email. If you feel at that stage that you have fulfilled the needs of your project you can close the site. For long-term projects consider staging discussion forums at different periods during the life of your consultation. 4. What features can be included in an online consultation? There are lots of ways you can engage your community and keep them interested in the consultation. You can post videos, SlideShare presentations, pictures, maps and upload extra documents. You can advise them of key upcoming dates, run a news feed, online polls and questionnaires and provide the opportunity to link your consultation to their own personal social media pages (this will help publicise your project). You can also include FAQs, link to external websites and accept formal submissions. Please refer to the Feature Set-up Guide for more details. 7. How much does it cost? Please contact the Strategic Communications team to discuss your project and get a quote. Content 1. Can I upload content myself? Yes, login details will be provided to a nominated editor from your team. Following a short half-hour introduction to the Content Management System, this person will be able to upload and edit all content on the site. When you are ready to launch your page will need to notify the Strategic Communications team who will publish your page. 2. In what formats can content be uploaded? Uploaded documents can be in Word or PDF format. Images must be in jpeg format and no larger than 300KB; you can upload video in most mainstream formats. The time limit for videos is five minutes, but we recommend you keep it under three minutes to retain your audience’s attention. It is also not recommended to use hi-resolution video as many internet users’ networks may not be fast enough to download large videos. 3. Can I update content once the pages are published? Yes, you will be able to change certain areas of the pages, i.e. intro copy, news, pictures, key dates, videos and documents etc. However, we recommend you don’t change any questions that have already started receiving feedback from the public. 4. Why should I keep my introduction short? Writing for an online audience is different to many other mediums. Users tend to scan pages and don’t want to spend time scrolling to find the information they want. You will lose their attention if the copy is too long and overly technical or complicated. It is best to keep descriptions simple, clear and to the point. Back to Table of Contents 5. Can I run more than one discussion at the same time? Yes, by launching all discussion forums from a project hub page you can run as many as you like concurrently. However, it is recommended you limit the number of discussion forums running at the same time in order to keep visitors focused and maximise participation. 6. Who do I contact for further information? The Strategic Communications team, Department of Premier & Cabinet. Email: haveyoursay@dpc.nsw.gov.au Phone: 02 9228 4924 2
Moderation 1. How do I organise moderation? Moderation is mandatory for any online discussion and is undertaken by Bang the Table (BTT). It automatically begins when you publish a discussion forum. For more information about BTT, please refer to section: General 2. How does moderation work? BTT moderators read every single comment that is made on one of the discussion forums, 24/7. They will generally see a comment within one hour of it being posted. They have a team of moderators in Perth, Vancouver and the UK that help them cover activity at any time of the day. 3. Why would content be removed? BTT have noticed that the vast majority of users are very constructive in their comments and most do not require any moderation. The comments they remove generally fall into one of three categories; 1) duplicates, 2) disrespectful or bullying, and 3) mild bad language. BTT have never had to remove any comments that could be considered “high impact” and they believe that this is because community users are aware that the site is being independently and consistently monitored and moderated. When a comment is removed from a discussion forum it is replaced with a statement from the moderator explaining the rationale for the removal of the comment. The user is automatically notified by email about the removal of their comment and the rationale for its removal. They are invited to contact the moderator directly to challenge the decision. 4. Can we moderate comments before they go live in a discussion forum? No, because: a. It can be incredibly frustrating for community members not to see their comments go live in realtime. The service proposition is therefore much stronger using post-comment moderation. It can take a lot of effort for some people to leave comments and if they don’t appear it can be a negative experience for them. They are unlikely to return as a result. b. If the comments are “pre-moderated”, discussion forums would simply appear as a list of comments with little or no opportunity for interaction between the participants. This is what the Guestbook feature is for. c. Awareness that the site is independently and constantly moderated maintains a reasonable level of behaviour among the vast majority of users. 5. Can comments be edited rather than removed completely? A comment will never be edited to remove controversial content. This may be seen as interfering with the community’s views and censoring public opinion. This kind of moderation could also change the tone and meaning of a comment. 6. How much does moderation cost? Please contact the Strategic Communications team for a quote. Email: haveyoursay@dpc.nsw.gov.au Phone: 02 9228 4924 For more information on moderation rules go to our Appendix. Management 1. How can I promote my online consultation? This needs to be considered well before the launch of your online consultation, and should be part of a larger community engagement action plan. Please see A Guide to Planning and Promotion for more details. 2. Is the site accessible to those with a visual disability? Yes, the BTT site framework received an AA rating against the W3C Web Content Accessibility Guidelines 1.0. The site has been audited by Vision Australia and adopted their recommendations. Please visit http://haveyoursay.nsw.gov.au/accessibility for more information. 3. What are the site conditions of use? The conditions of use have been created by Bang the Table and cover all their online discussion forums. Visit: http://haveyoursay.nsw.gov.au/terms for more details. 4. Is my online consultation secure? There is a high level of security on this site as it is constantly monitored. If inappropriate use or spamming happens, it will be picked up within an hour. During development, content is password protected and all information is backed up regularly. Back to Table of Contents 3
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Page 5: Appendix Moderation definitions and

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