Webchat

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Brief Description:

‘Real time’ webchats are based on instant messaging (e.g. MSN). This is a new and informal way to engage and gather information from different stakeholders and answer specific questions they may have.

Participants are specifically invited to contribute to the discussions, but normally anyone can observe the proceedings online even if they cannot contribute.

Description:

Webchats are discussions held online with a small group of pre-selected participants who are given a distinct login and password. The webchats are readable by anyone but registration is normally required to contribute and may be restricted to certain groups or stakeholders.

They are often used by Ministers to engage a key group of stakeholders on a topic that concerns them and to gather experiential feedback on policies rather than being a formal consultation.

Webchats normally run for an hour and are held at a pre-determined time. A Minister or senior officer will answer questions set by participants. There is normally a moderator who will check questions and comments before allowing them to be posted.

Used For:

Online engagement of a small group of users or stakeholders on a specific issue. It is done in ‘real time’ which makes it feel more like an event and more personal contact with the Minister.

Other interested parties can observe the proceedings while they are happening as well, or refer back to the webchat as the information is available online after the event.

Suitable participants:

Normally a Minister or high level civil servant will invite a number of key stakeholders or a specific group of people to join the discussions.

Cost:

Low

Time Requirements:

One hour acutal 'webchat' time normally plus preparation of material and IT support beforehand. Senior official will need to be present for the webchat as well as a moderator

When To Use / What It Can Deliver:

access to a key group of stakeholders
transparency over discussions with stakeholders

When Not To Use / What It Cannot Deliver:

in depth discussion, due to the limited time and the fact that the webchats are normally structured like a Q&A session with participants only able to put one question to the Minister and then reply to his response, rather than being a general discussion.

Strengths:

the discussion between Ministers and the stakeholders or general public is in 'real time' - there is little or no delay in responses.
there is no software to download or install.
the discussion is structured but the Minister could participate in more than one webchat simultaneously;
the discussion can be aimed at appropriate participants
the webchat can be publicised on the normal website and the discussions can be left posted on it.
there is a sense of the webchat being an event and more personal than other online forums.

Weaknesses:

users expect a fast response from Ministers or officials, that may not always be possible.
the webchats may not have any direct policy input even though participants are discussing directly with a Minister or government official.

Origin:

Case Studies:

Related Methods

Restrictions In Use

None known.

Further Information

http://www.number-10.gov.uk/output/Page11249.asp

http://forum.partyfundingreview.gov.uk/

http://www.dftwebchat.net/webchats

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