Key ideas

In order to help crystallise issues in this guide, we have developed some propositions as points for discussion and reflection among practitioners.

Communities are networks. Systems should reflect this.

Communities have always been made up of groups and individuals with many interests, whose relationships depend on family, friendship, work, shopping, leisure, personal passions and much else. New technologies make it easier for people to 'mix and match' these interests and relationships both locally and globally. It follows that if communication systems are to be useful, they should be designed to enable individuals to enhance their networking - where possible with the users.

Technology is not a substitute. You need a mix of media.

The power of new technologies combined with political commitment to widespread access can lead us to think that everyone should have it and use it - and that the Internet can then become the main channel for communication. But the phone didn't replace face-to-face meeting, nor did television replace radio. Computers haven't led to paperless offices. Different communication tools suit different circumstances, and in addition people prefer different methods.

Technology is not enough to get connected.

Because you can't use the Net without a device (whether computer, mobile phone, TV or games machine) and a connection (phone line, cable, wireless), and this is all complicated, we can easily think that getting over the device-connection problem is enough. It isn't. We need confidence and skills. We need to have a compelling reason - perhaps content we can't get any other way, a person we can't easily reach otherwise. The experience needs to be good, and costs reasonable in the circumstances.

It all takes time - even with the Net.

On the one hand, the Internet makes for instant communication and access to enormous amounts of information. On the other hand, it can take a long time to become a confident and competent user online - and even longer for groups and organisations to make the Net a seamless part of their systems and not just an add-on. Individuals can go on courses, and then experiment (if they have the time). Organisations need to plan how to introduce technology and deal with the changes it will bring.

One-way service delivery isn't a compelling reason for connection.

Organisations like housing associations that provide services over the counter, by phone and printed form, can rightly see the Internet as an additional way of reaching people that may be more efficient in some circumstances and will increasingly be expected. However, online services are seldom a substitute for other methods - see above. Oneway online information systems are unlikely to save the organisation money in the short term; building in a good response system involves more cost, training and integration of systems. Customer-users are unlikely to see housing services online as a reason to get connected.

The Net won't make insensitive organisations people-friendly.

The Net can give individuals and groups more influence through email and a web presence. It can provide organisations with fast new ways to respond to their customers, clients - and citizens. But only if they want to. If an organisation is not 'people-friendly' the Net is unlikely to make it so. Communication systems will be designed to reflect the existing culture of the organisation.

See also the section on What is likely to work where.

In making things happen, people are usually the problem and the solution.

When there is a commitment to introduce new technology, it should be matched by a commitment to change attitudes and ways of working. Otherwise technology may bring more problems than it solves. One challenge is, of course, that people need training and support just to get to grips with the technology. It takes time (see above). An additional challenge is that the way the group or organisation works will reflect existing cultures and ways of communicating.

Note: In order to introduce technology successfully to an organisation, change is needed along two dimensions - technical and cultural. Attempts to move from 'old, old' ways of working simply by installing technology may lead to technical chaos and staff resistance.

Different Net tools yield different Net benefits.

Those who don't use the Net much can easily jump to the wrong conclusions about Internet tools, with the most frequent assumption being that creating a website is the first task. There are five main benefits for non-profit organisations using the Net - finding information; communicating with individuals and networks; collaborating online; achieving visibility; and managing more effectively. These require email, forums, websites and more.

Tomorrow is likely to be personal and mobile.

Mobile phone usage is increasing even where the use of fixed lines is dropping - perhaps because the costs of pay-as-you-go mobiles are easier to control. The next generation of mobile phones will give enhanced email, web and text messages, together with video.

As with other tools, mobiles are just part of the communications mix - but it may be that we should think about personal, mobile networks as well as community networks. Simply wiring up homes and centres is not going to connect with the active networkers.

Smart homes, media homes, dumb homes.

Although there is a strong trend towards mobile connection, homes will change too. Futurist David Greenop suggests we should broadly think about three types of homes. Smart homes will give their owners access to the Net and interactive TV and ensure that all home and personal devices link with each other. The home will be a communications hub. Media rich homes may not have sophisticated Net connections, but will have interactive digital TV and home cinema facilities. Their owners will value high quality entertainment. Dumb homes may have neither the Net nor interactive TV. They may not even have a phone - although those who live there may have a mobile. The issue for residents is whether they will be able to choose to have a smart or media rich home if they wish: will the connections be available? The issue for housing associations is what should they plan for. See the section on What developments are likely by 2007?

'Why bother' depends upon the context and what's already available.

This report and guide suggests that housing associations and tenants who do not wish to adopt new technologies should not be labelled as backward; they may simply be reflecting the realistic priorities of their circumstances. They may have asked themselves 'why bother?' and failed to get a convincing answer. We may be able to understand who will - or will not - bother if we think along two dimensions: one of community (or network) strength; and one of commitment to participation. In situations where there is as strong community spirit - with good links between neighbours - and a landlord providing 'residentfriendly' services, the Internet may not add much to the quality of housing services. On the other hand a 'resident-friendly' landlord with dispersed tenants may wish to use every available tool to improve communication. Disgruntled tenants with an unfriendly landlord may turn to the Net to communicate and campaign for improvements. See the section on what is likely to work where.

Real access to Net benefits involves ownership and control.

While people can use the Web and an email account through a computer in a centre or library, gaining the full benefits of the Net is likely to involve owning not just equipment but a bit of 'cyberspace' - the online environment. Participation in email discussions or other forums requires frequent access to a computer or other device, and the confidence that content is secure from other users. Creating forums or websites requires control over 'your' space and the ability to publish content without interference beyond a respect for libel, obscenity etc. This can prove challenging where, for example, a housing association has given or loaned computers to tenants. Prior agreement on acceptable use will be important.

The only way to find what works online is to try it.

Quite often things that you think will work really well online don't - and other things you may not have thought about do. Beware, in particular, of people who don't have much (or any) experience online suggesting what's needed. The Net is littered with derelict websites and unused discussion forums. This guide aims to provide some 'what works and what doesn't' advice, and the game described later is one way of exploring what Net tools are likely to be appropriate in what situation.

On to What's likely to work where? >