December 14, 2008 – 5:56 pm | by Johan
This story is real. A road saga is used to try and explain a community problem and how online tools can be used to resolve issues and create a base of knowledge.
This story was resolved by a vigilant group. Well done to them. Now for the story!
We have a problem. The road repair saga is such a mess. I have no idea what the problem is. A team of guys came in and started digging. There was a water leak but I am not sure. At least not sure when they started digging. Then a larger team moved in for months. They dug all along the left side of the road. No one could tell me why they were doing what they did or when they would be finished.
It was clear that the community, using the road, was frustrated. In the mean time the left side of the road became a gravel pit. And the diggers continued. As they moved along the tar was removed and cars found it more and more difficult to negotiate the once ok road.
As the diggers dug they left miles and miles of gravel road behind them. And it seemed that they were never going to cover the mess with tar again. When asked why they are not repairing the road behind them they said a tarring team will do the job. And tarring is not their job. Their job was to dig up the tar.
One irate community member then emailed the city council. This was a job to start with because the responsible city council officer’s email is not readily available. Then another community member looked up the City Council phone number and called. After hanging on for days (at least it felt like days) she was eventually told that this is the wrong number. Many days later her call was answered.
Then another annoyed road user phoned and another emailed. And it continued while the local government employee shared the same story over and over. And she emails answers to other frustrated people. She stuck to it for weeks and later months. While the diggers dig.
Eventually the tarring team moves in and cuts a portion of the road leaving sharp edges and nasty bumps. And then they stop taring for a week or more. This time more people phone and email the local city council employee. And she answers the callers and emailers over and over again.
By now about 5% of the community has an answer. But they are not impressed. In the mean time 95% of the community hope for the best and has not reacted yet.
The tarring team return and tars 60% of the diggers mess. And then the tarring team disappear again. For months. And now another 5% of the community starts emailing and phoning the local council employee. And she answers each call and and each email. She is the local hero. But it’s getting difficult. She may miss one or two or more calls and emails. She has to tell the same story over and over again. Remember she has an important job as well.
Now 10% of the community has the answer stuck in their heads or stuck in an email. And the other 90% cannot access the info. When rest of the community are abused enough they will also phone or email the employee.
This is a long and painful and boring truth.
But there’s an alternative.
Let’s consider the perfect world with an informed local community and a pro-active local municipality or local government. The following is then possible:
The municipal officer involved with the community learns about a road works issue. She is a member of the Simon’s Town online room at http://friendfeed.com/rooms/simonstown and she shares the information at the room. Now the community is informed. Or they have the info available to them if they require it.
When the road works issue gets out of hand and a frustrated community member has something to say she goes to the Simon’s Town Room and adds a comment to the entry or creates a new entry. Then the local government employee can follow up and give feedback at the room for all to see.
It gets better; now the informed community can answer frustrated community members questions at the room.
I believe that these kind of online rooms provide a tool that can help the local government employee focus on doing good things for our community and not duplicating emails and telling people the same story over and over again.
Not only that; it also empowers the community to contribute and share progress because many times the local government managers may have no idea of the local conditions and issues.
You are invited to join the Simon’s Town Room. Come in and share your stories, your solutions and come and ask questions.
Visit http://friendfeed.com/rooms/simonstown and phone Johan at 021 786 4028 if you need training.
SimonsTownRealty: Sell, Buy A Simon’s Town Property? Phone Today 021-7864028 or 082 870 2004
How Do You Care For Your Second Home When You Are From Out Of Town? Ask The Local Eye To Take Care.
| Posted in » 
Loading ...