Alleen twitteren verkleint de kloof niet

Vanmorgen las ik een blog van Chris Aalberts waarin hij stelde dat twitteren niet zou helpen als Amsterdam CS zou verzakken bij het bouwen van de NZ-lijn in Amsterdam. Zijn belangrijkste argument was: sinds de NZ-lijn was gaan twitteren, was er geen ramp meer gebeurd, dus hielp het niet om de kloof te verkleinen tussen burger en overheid. Ik ben het daar niet mee eens.

Mijn belangrijkste argument hierbij is dat er eind 2012 wél nog een (lichte) verzakking heeft plaatsgevonden, waarbij een station onderliep met water. Het heeft mij toen zeer verwonderd hoe weinig aandacht AT5, het Parool en alle andere media hieraan gegeven hebben. Misschien dat Chris het daarom ook niet heeft opgemerkt. Dit komt in mijn ogen vooral doordat er al jaren meer en beter gecommuniceerd wordt en dat mensen nu beter begrijpen wat er aan de hand is, wat er gebeurt en waarom.

Uiteraard ligt het dan niet alleen aan Twitter, maar is het een combinatie van communicatiemiddelen. De goede website, de verschillende Facebooksites, Flickr, de pijl op straat, de krant. Er is een goede cross media-aanpak waarbij verschillende platformen en netwerken elkaar onderling aanvullen en versterken. En daar speelt Twitter zeker een rol in. En sja, als Amsterdam CS zou instorten, dan helpt geen enkel communicatiekanaal meer, dan is er gewoon paniek. Al denk ik dat Twitter dan juist bij uitstek een kanaal is waar mensen hun informatie vandaan gaan halen (zie ook bij gebeurtenissen als Haren, Alphen a/d Rijn en Moerdijk).

Het gaat Chris Aalberts echter niet zozeer om de NZ-lijn case. Hij grijpt zijn verhaal eigenlijk aan om ons er op te wijzen dat Twitteren helemaal niet helpt om de kloof met de burger te verkleinen. In zijn boek “veel gekwetter weinig wol” (nooit begrepen die titel! Waarom niet “veel geblaat en weinig wol”? Dat lijkt me toch veel logischer) zegt hij, terecht, dat de aanwezigheid van veel gemeenten op sociale media nog zeer beperkt blijft tot zenden en weinig luisteren. Chris begint daar, bijna met het chagrijn van Freek de Jonge, steeds meer van te maken: dus moeten gemeenten maar niet actief zijn op sociale media, want het helpt toch niet. Het uitblijven van goede voorbeelden van e-participatie, vindt hij een reden om maar te stoppen met sociale media.

En ook daar ben ik het dus grondig mee oneens. Langzaam beginnen er namelijk gemeenten te komen die wél begrijpen hoe het moet. Die begrijpen dat een webcareteam paraat moet staan om vragen te beantwoorden. Die begrijpen dat het niet alleen gaat om de vragen die je direct gesteld krijgt, maar dat je breder moet monitoren wat er speelt in je gemeente. Die begrijpen dat sociale media slechts één van de kanalen zijn om de burger te bereiken en dat je alleen met een goede cross-mediale aanpak de kracht van deze kanalen kan benutten en versterken.

Maar het moet allemaal nog veel beter! Natuurlijk! Zoals ik, bijvoorbeeld, ook in dit artikel in Ingovernement schrijf: de dienstverlening van gemeenten moet over de hele linie verbeteren. Zoals het bij communicatie cross-mediaal moet, zo moet het bij dienstverlening cross-productioneel (ken even geen betere term). Dus: tweets beantwoorden binnen een halve dag, brieven en e-mails binnen een dag laten beantwoorden (liefst via de mail) door de behandelend ambtenaar in plaats van een automatische reactie (om maar even iets te noemen).

Maar goed. Chris is een wetenschapper en wil keiharde bewijzen zien. Toen ik net afstudeerde (tien jaar geleden), kwam ik er echter achter dat de praktijk niet altijd in een theorie te vatten is. Misschien moet Chris een keer bij een gemeente gaan werken, zodat hij beter kan begrijpen wat precies die link tussen burger en overheid is. Zelfs al bereikt je maar tien mensen met je sociale media kanalen: de kloof is daarmee al kleiner geworden met die tien mensen!

Gemeenten: blijf dus vooral blaten en kweek wol op uw vel. Die wol gaat namelijk veel geld waard worden. Niet in de vorm van een Return On Investment, maar in de vorm van een mooie Return on Participation!

257 comments on “Alleen twitteren verkleint de kloof niet

  1. Chris Aalberts on said:

    Tja, als een incident rond de NZ-lijn niet in de media komt, dan blijft de tevredenheid met het project inderdaad groot. Laten we eens aannemen dat dit incident niet in de media kwam door de goede communicatiestrategie: is dat dan het soort overheidscommunicatie wat ambtenaar Kok hier – op persoonlijke titel – wil ophemelen? Ik denk dat niet. Het zou in ieder geval veel van zijn collega’s verbazen. Lees over Labour in Groot-Brittannie en je weet waarom.

    Je aanname dat gemeenten ‘het beginnen te begrijpen’ is zeer discutabel, of anders gezegd: marketingpraat. Burgers hebben geen recht op informatie via elk middel dat ze uitkiezen. Dat is een kwestie van kosten en opbrengsten. Breng die eens in kaart, dat gebeurt nog steeds niet, ook niet in jouw onderzoek. De continue suggestie is dat burgers blij worden als ze antwoord krijgen op vragen. Maar burgers worden vooral blij als maatschappelijke problemen opgelost worden, en dat is vaak hele andere koek.

    Het idee dat je bij een gemeente moet werken om dit te snappen is idioot. Wat is de kritiek op ambtenaar 2.0 ook alweer? Juist: dat het geheel voorbij gaat aan de werkelijkheid (de praktijk!) van beleidswerk. Ambtenaar 2.0 is een verhaal van communicatieadviseurs die het beleidswerk niet kennen. Dit is ook de reden waarom het sociale media-verhaal niet breder ingang vindt bij overheden: omdat het gewoon zo niet werkt. Zie: http://www.chrisaalberts.nl/wij-de-overheid-bevat-nauwelijks-lessen-voor-ambtenaren/

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