the trust of users is not only essential to digital communication and transactions between citizens but also to the business models on which the network
and users of wireless production technologies (e g. cultural institutions. Public protection and disaster relief agencies (PPDR) and the Fed
reconciling the interests of right-holders and users, Inter -net service providers and Internet users. In parallel, we will
government users. In order to protect the government†s autonomy and ability to take action, we want to reduce or
citizens are not just users but also creators of media content and data or developers of software.
ensuring that users can operate securely online. We are making industry and business more accountable for
-ware products and services that users can deploy to increase their online security zz We are providing secure infrastructures so that users
can protect their own identity online and communicate securely. Use of the new identity card will be simplified
of users and implementing the findings in practice The â€oesafe, secure and empowered in the digital worldâ€
on the part of users are crucial to online protection and security. We are stepping up our cooperation with the
the media literacy of users and ensure they are better equipped to distinguish between legal and illegal activi
could be particularly strong in countries with large markets, rapidly increasing levels of user engagement
users of technology to remain constantly aware of the changing technology landscape, and to take
mobile payment system in the developing world, M-PESA allows users with a national ID card or passport
Users can deposit money, make withdrawals, or transfer funds across accounts. Other mobile payment processors that work with mobile devices, such as
that 68 per cent of its users are â€oefrom outside the United states, with India, China, Brazil, and Mexico all in
online that allows users to learn and demonstrate their skills. Online channels have broken the barriers to
Over a thousand users visit the site daily to access hundreds of titles in the repository free to download and distribute
Youth are the heaviest users of most digital technologies Digital opportunities: Innovative ICT solutions for youth employment
Web 2. 0 Websites that allow users to interact, collaborate, and create content (in contrast
The user-centred digital end-to-end media challenges both traditional media and Big New Media regimes
DG Enterprise funds a social innovation platform (circa 5000 users) and organizes a competition in honour of social innovator Diogo Vasconcelos.
management of personal data and the potential economic value of users activities on social networks and the engagement and security issues of CAPS
projects coordinators, their partners, project users and European citizens. It is based on previous research in the field and take advantage of well-tested methodological
To analyse any changes in CAPS users'attitudes and behaviours a Stated Preference methods and Revealed Preference methods will be used while for the
and partners and the second one to CAPS users. CAPS projects coordinators and partners, by entering information in the SAT will follow a six-step process
In parallel, CAPS users will be invited to fill in the UDGI, which looks like an online questionnaire and investigates the CAPS benefits from the point of view of their users.
The information gathered by the UDGI will appear in the SAT: each CAPS project will be able
to see the opinions of its users in an aggregated, anonymous way and it will be possible to
compare the results of their self-assessment with the point of view of their users A third online tool, the Impact4you platform will present CAPS outputs to European
have feedbacks from their direct users and from general European citizens and that this 10
linked with the central role that citizen/user-engagement plays in the CAPS projects see chapter'Engaging Communities'.
in this last case do we have the idea of a partial convergence of the agenda of users with
life situations of the groups of people the initiatives target as their user base, the same
the institutional and working conditions of potential users which might influence the time available for participation;
of establishing a sufficient user base and bootstrap for the technology developed. In CAPS the approach is the other way around:
user-generated knowledge, visualisation of digital (open) data, and copyright All such topics involve the understanding of collective forms of behaviour and of self
including models questioning users'motivation, incentives for their participation, their growing reputation, and the relationship with distributed network effects.
of actual users. It is an effect similar to the ones identified by classical sociologists Gabriel
as any online community can put in place different incentive systems for fostering users 'participation, not all necessarily linked to similar motivations
and having responsibility in the community become part of the user's identity It is also possible to consider
online users provide their knowledge expecting other users to do the same. It is possible to see
†USEMP (User Empowerment for Enhanced Online Presence Management †P2pvalue: techno-social platform for sustainable models and value generation in
USEMP User Empowerment for Enhanced Online Presence Management www. usemp-project. eu IA4SI Impact Assessment for Social Innovation http://ia4si. eu
CAPS projects raise awareness among their users and mobilise different categories of users Below is a list of possible users;
the same person can of course belong to more than one category. The list illustrates the diversity of topics
Of these, citizens are the most relevant users, also in quantitative terms. They can be further
†Users of online communities interested in knowing more about their data and in defending their online rights
USEMP aims at empowering social network users with regards to the sharing of their personal data and its potential economic value.
potential users CAPS domain is interconnected also with other research groups within and outside the EC
analytic tools in the hands of users themselves, balancing the traditional focus on †executive information dashboards†serving the needs of only a few senior stakeholders.
& Deakin Crick, 2012†CATALYST project), analytics and visualisations on user behaviours DECARBONET project), and engagement analytics and visualisations for evaluating
criteria on which ordering should take place, on the relative role of different users in rating
The issue of how to engage people with social innovation as users of the collective
and also gauged public and tangible feedback of engaging users with online discussions (Piccolo et al, 2014.
and like SCICAFE2. 0 allows users to track other users'engagement New Economic Models The transformation of societies and economies following the diffusion of digital
technologies, with increases in productivity, the redistribution of international divisions of labour, and the emergence of new professions,
Each social network has a different affordance for users. Twitter, Facebook and other widely-adopted social systems format the content in different ways,
users to attribute different meanings and ways of use. Integrating user-generated data from different media, analysing the content as well as user participation, and providing
insightful visualisations are some of the complex tasks related to data integration addressed by CAPS projects
D-CENT, WIKIRATE, and WEB-COSI are focused on open data integration by providing different standards, tools and methods for data federation.
†USEMP will develop a set of tools allowing users of online social networks greater control over the personal data they share within the network
which puts users in control of their data security and was touted by the media as a'Facebook killer
Groupmap http://app. groupmap. com. au An application that enables the user to have a visualisation in the form of a heuristic map
Mailpile https://www. mailpile. is Free and open-source web mail client with user -friendly encryption and privacy features
Only registered users can then vote submissions'up 'or'down'to organise the posts and determine their position on the site's pages.
a sense of trust between the users and researchers. Workshops, seminars, interviews surveys and online platforms are examples of strategies that can be applied to dialogue
an active and frequent user of this platform, but it also refers to leveraging this platform to
From the online perspective, Yates and Lalmas (2012) define'user engagement'as'the phenomena associated with wanting to use that application longer and frequently'.
on, for example, the number of people a user interacts with, the time a user spends using a
platform, and how frequently he/she is connected When targeting social change, engagement can be associated to the participation in
Empowering a user in this sense means tackling the lack of personal efficacy†i e. the belief that one's own actions will not make a difference
users must influence others, and social media boosts this process Engagement strategies must provide an incentive to self-report achievements and changes
users must feel empowered to transform acquired information into action, and to then generate and share more information among the social group
The broad range of computer games and apps that appeal to the users of internet devices are a valuable resource for understanding
UI-REF stands for User-Intimate Integrative Requirements Elicitation and Usability Evaluation Framework (Badii, 2008.
action research, nested-video-assisted situation walkthrough, virtual user, and gaming enabled roleplay approaches to arrive at a high-resolution requirements elicitation,
The user experience related to the collective awareness tools are also important indicators, but they are not enough to express the
a cumulative human impression that can be recalled by a user to indicate his/her pattern of relating to a particular solution
This means that as the patterns or causes of user dissatisfaction can be variable and
thus pointing to the precise causes of usability issues that a user has perceived, remembered and
of collective awareness platforms as a technical divide can allow users and stakeholders to exert an influence on the other layers
9) exemplifies how user-generated information in different social media channels can be used by NGOS and policy makers to understand how specific topics, for example
Badii A. 2008)' User-Intimate Requirements Hierarchy Resolution Framework (UI-REF Methodology for Capturing Ambient Assisted Living Needs'.
Kittur, A.,Chi, E. H. & Suh, B. 2008)' Crowdsourcing User Studies with Mechanical Turk
Yates, R. B. & Lalmas, M. 2012)' User Engagement: The Network Effect Matters 'In: Proceedings of the 21st ACM International Conference on Information and Knowledge
and digital engagement of users provided by procured services 3. Increase the potential value of DSI (for instance, making available dis
†a type of social and collaborative innovation in which innovators, users and communities collaborate using digital technologies to co-create knowledge and
critical mass of users grows larger than its costs), as the Internet is increasingly the
users when more users are added) 1 ap -plies to the value of technical networks like widespread smartphone usage
and sites that require large user-bases like Wikipedia or Airbnb, but it may not apply
is convenient for users but also â€oelocks us -ers in†at the expense of security, privacy
is a danger that once users are locked †in†to various monopolies, the level of in
Furthermore, most users have accepted giving away their personal data in exchange for â€oefree†services. Yet this
user-driven innovations, particularly ones that don†t involve monetary payment. This currently seems the most probable scenario,
and Offenerhaushalt in a way that allows users to explore and drill down through the various layers of Germany†s federal budget
It is a free petition tool with more than 70 million users around the world. Its mission is to empower people everywhere to create the change
which amongst others enabled users to mount the counter on the outside of a car and use GPS technology to timestamp the data and log the location.
-tions and users. The testbed is a resource for the research community to address the limits
of the information or the location of the user, is one example of open networks enabling citizens to protect their digital rights
The Tor network†s 4000-plus volunteer-led model relays over half a million daily users
-sor which can be programmed with open-source software tools by the user. The idea is that anyone should be able to turn
-wards a more user-centred approach to poliy-making that is participative in the generation of potential ideas.
-ver, number of users, size of organisation employees etc What they were trying to achieve with their
-ibility for re-users and reduces the complications associated with handling numerous licences, with possibly conflicting provisions (Keller 2014.
results show conflicting positions between citizens and institutional users on one side and corporate rights holders on the
OPEN PLATFORMS Users of the Internet ecosystem include the independent application and service provid -ers who have the right to use the future Internet infrastructure (including both data in
User data and metadata should be represented in open formats such as XML52 and RDF53 (which includes Linked Data54 and SPARQL end-points55.
competition and guarantees that users may freely choose between services online. The European parliament adopted amend
in order to give users control over their social data and sensitive information, to make it easier for businesses to
User data is moving more and more into the †Cloud†and people are getting their music
user, is mined continuously and analysed with the main objective of maximising value extraction (e g. for marketing, economic competition and surveillance
A Magna carta for all Web users could be directly crowd-sourced from the Web itself
Maker spaces (such as Fablabs), real-life testing and experimentation environments where users and producers can co
and promote their role in bringing users, developers, and entrepreneurs together to create new digital products, new public services or learning programmes
user and financial value generated by digital social innovation organisations and their projects The Triple Helix outlines how social tech ventures,
and investors, should focus on three types of value †Social Value, User Value and Financial Value †when developing and scaling their project (s) 76
demonstrate value to users i e it is a product or service that people want to pick up
•Qualitative interviews with key users of the product or service to test need and demand for the approach including the specific user problems the
product or service would solve •Observing potential users to see if the product works in their context
•Quantitative responses to the idea, for example survey potential users to test whether needs established within qualitative interviews apply to a larger user
group •Online responses to the proposed service from potential users, using analytics software to test demand
Fi na n -ci al V al ue There has to be a market for
the venture to be sustainable and the venture has to be active in it. The generation
realising user or social value •Establishing an agency or provider who has the responsibility or interest in
tools digital social innovations can apply to capture the impact of their work, from user
and digital engagement of users provided by procured services CONCLUSIONS AND POLICY RECOMMENDATIONS WHAT SHOULD POLICYMAKERS DO
users and providers4) and LEADER5 In sum, Social innovation approaches are notably innovations in the internationally recognised Oslo
find new ways of involving users and citizens and encourage thinking out of the box.
which users are directly involved in design and delivery. In the context of cohesion policy, these approaches nearly always
stakeholders and users, in a participatory way. Their programme"La Transfo"has installed already social innovation laboratories in a number of French regions. http://www. la27eregion. fr
thinking and user-centered creation as main methods. It is a mix between a training center, a
using design methods and co-creation with users to improve public services. http://www. erhvervsstyrelsen. dk/preventing burdens
ï Participative and empowering of citizens and users rather than †top down†and expert-led
working together and involving users 10 http://ec. europa. eu/research/innovation-union/index en. cfm?
whether the future users of new ideas are involved. Over time the innovative project idea itself may change as prototypes are tested and rejected,
working with a user volume considerably lower than the requirements of high volume electronics manufacturers is not an easy market choice,
be also a special mobility support for disabled pedestrians and the user of the aging group
IPT, IMEC, TNO, ESA/Estec) and end cross border user organisations, led by I-Cane Social Technology
The I-Cane case demonstrates the combination of funding, close user interaction and cooperation between social enterprises and knowledge institutes can deliver world-class break out solutions
by actively involving disadvantaged users. In this way, it links well to the Digital Agenda, another flagship initiative of the Europe 2020 strategy37
central role in service provision because of cultural and linguistic proximity to the service-users and facilitate interaction between State services
combines technological advances with social innovations involving the user group plus all relevant stakeholders, bringing together public services and private enterprises
a social innovation producing user-driven innovations (Western Finland) 52 Piloting stage This Living Lab is a finalist or the Regiostars 2013 competition53.
Users are participating actively in the product development, service design and usability testing processes. The testing of welfare services and technologies have taken place in real life
user-driven innovations and enhances cooperation between municipalities and business. The new Cooperation Model improves business opportunities for companies
user-led initiatives, using socially innovative methods, there are already some existing examples in the current period like in the living labs
methods, design, citizen and user ivolvement etc to put this into practice On the other hand, the future Cohesion Policy sets up a number of programming tools, such as
ï Themes, users and beneficiaries identified for innovative activities in each priority axis where appropriate) and what flexibilities will be available to cater for new and emerging
Is there a strong involvement of stakeholders and users ï Up-scaling. Is the impact of the project or programme measured?
services to users and involve stakeholders; and y last but not least, ideas, the third corner of the action triangle, have developed also
Most users have accepted their exploitative business models in exchange for free services. This deal not only undermines privacy
the question is how to ensure user control over personal information in an ocean of commercially valuable big data.
and matching the needs of users The Monti Report raised the need to reinforce the Single Market through a series of
service users as well as investors, allowing for lighter and cheaper processes for small ventures. The dynamics of involving all stakeholders (from investors to service users
is designed to maintain the balance between the overriding need to deliver measurable social impact and the need for a profitable operation that can meet investor expecta
Developing high-tech solutions for a group of people with both limited financial means and also working with a user
and end cross-border user organisations, led by I-Cane Social Technology BV and the I-Cane Foundation.
The I-Cane case demonstrates the combination of funding, close user interaction and cooperation between social
because of cultural and linguistic proximity to the service-users and facilitate interaction between state services
the development of user-driven innovations and enhances cooperation between munic -ipalities and business. The new cooperation Model improves business opportunities for
user-driven innovations This Living Lab was a finalist of the Regiostars 2013 competition. It is an innovation platform that enables a new
Users participate actively in product development, service design and usability testing processes. The testing of welfare services and
Innovations in services to address users The majority of the social innovations identified in the survey as important and promising are service innovations.
†To meet the evolving needs and expectations of public service users against a backdrop of fiscal austerity, the public sector needs to innovate more than Ever more and more
which has enabled users to participate strongly in a two-directional flow of information d. Social lessons from Energy technology demonstration
public acceptability, user participation and behavioural aspects of energy technologies 1. 4. A new approach to social policy:
-erence to service user choice. There is growing evidence, includ -ing from the PROGRESS funded social experimentation Housing
Living Labs158 offer a new, integrated, user-centred approach to innovative economic and social developments.
through users A Living Lab is an open innovation ecosystem in a real-life setting where user-driven
innovation is the co-creation process for new services, products and societal infrastruc -tures. Living Labs encompass societal and technological dimensions simultaneously in a
By placing the user at the centre of the innovation lifecycle in a real-life setting, the
-ing for users of crowdfunding, and assess the existing self-regulatory frameworks in terms of improving transparency and reducing the risks of fraud.
terms of diversity of content and users but also in terms of functionalities. There is an agreement between the different Commission†s services to run the next phase under the
the impact by promoting the adoption of project technologies among large user communities 116 S O C i a L I N N O V A t I O N †A d E C a D E O F
models beyond GDP and collective intelligence, quality requirements for user-gen -erated knowledge y demonstrating collaborative concepts based on the internet offering solutions to
-versity rankings and allowing users to create individualised multidimensional rankings adapted to their needs and priorities,
and social or user-generated content Results in progress are being presented at conferences aimed at involving entrepreneurs
generated by users in the smart city environment. Sample activity areas considered for piloting are
collaborative innovation in which final users and communities collaborate through digital platforms to produce solutions for a wide range of social needs that have failed to be met by existing solutions and at a
2. Mobilise a big variety of stakeholders and Support a community of civic innovators and users.
involving users at every stage as well as experts, bureaucrats and professionals; designing platforms which make it easy to assemble project
combining ethnography, visualisation techniques from product design, user -involvement ideas from social movements, and commissioning methods
mobilising networks of users that were developed by the third sector in the 1960s and 1970s.
or users and communities †but equally, some innovation developed by these sectors does not qualify as social innovation
strength (for example, linking users to professionals) and conflicts are resolved (including battles with entrenched interests.
But other examples include user-led and peer research, based on the premise that people are placed best to
User -led research has developed especially amongst long term users of health and social care services. Service users are responsible for all stages
of the research process †from design, recruitment, ethics and data collection to data analysis, writing up, and dissemination.
One example is the independent, user-controlled network, Shaping Our Lives, which started as a research and development project and now works with a
wide range of service users across the UK 1 PROMPTS, INSPIRATIONS AND DIAGNOSES 19 13) Participatory Rural Appraisal (PRA) involves a range of techniques
such as interviews, mapping, focus groups and events to understand community views on particular issues. The aim is to engage local people
of users and better tailor services accordingly. In industry and commerce the capacity to collect
17) Feedback systems from front line staff and users to senior managers and staff. Feedback loops are a necessary precondition for learning
User feedback on service quality, including web-based models such as Patient Opinion and I Want Great care that hold service
18) Integrated user-centred data such as Electronic Patient Records in the UK, which, when linked through grid and cloud computing models
32) User and public pressure can force change. Politics remains the most powerful channel for pressure but feedback can also be organised
through many routes, from surveys and websites to user representation on management boards and committees
Ideas come from many sources, e g. citizens, service users, communities, front line staff, other sectors,
and engaging citizens, users and others in the design and development of solutions As we have mentioned elsewhere,
of interests †the users and beneficiaries of the innovation as well as the producers and suppliers.
37) User-led design. Users are placed often best to identify their own needs and come up with ideas about how best to meet them.
In practice much of what is called †user-led design†would be described better as †user engagement in designâ€, with designers and professionals still
playing key roles as orchestrators and facilitators 38) Redesigning services with users and producers such as the work
undertaken by design consultancies like IDEO, thinkpublic, Participle and Live/Work or the Hope Institute†s citizen teams formed around
public service improvements. One recent example is IDEO€ s work with the SPARC centre at the Mayo Clinic (see-plan-act-refine-communicate
39) Engagement of ex-users. The Arizona Department of Corrections has involved recent prisoners in designing programmes to help others
47) Starting with the user through user research and participant observation, including ethnographic approaches such as user/citizen
diaries, or living with communities and individuals to understand their lived worlds. SILK at Kent County Council, for example, used
and ideas for providing services to mainstream users. For example redesigning buildings and objects to be used more easily by people with
costs low, tangibility and feedback loops from users and specialists 81) Prototyping refers to the design of a working model of a product or
blind†methods so that the researchers don†t know which users are receiving the treatment and
of control, the team and relations with users are likely to have greater priority, and may in fact be the substance of a new social technology on
In principle, user and beneficiary representation on management boards can serve as a channel for new ideas from the
127) User orientation and autonomous work groups. Large commercial organisations have moved away from hierarchical organisations to
by the users/consumers and their requirements, translated through information and operational systems that highlight the degree to which
built up between a venture and its users and suppliers, and the relationships between a venture and its staff and volunteers.
to users and investors; to suppliers and distributors; and with its own staff, board and volunteers.
136) Systems for user feedback to keep users at the centre. Social ventures tend to rely on their idea to galvanise funders and users
They place their operational focus more on supply than demand. But 4 SUSTAINING 75 to ensure that the venture remains generative rather than static, users
should remain central †a service should know who they are and who is missing,
and accounting system, it requires a system of user relationships and feedback as part of its operational spine
services should start from the user, and that its diffusion should be approached from the perspective of users, not least because they are in many cases also co
-producers. We also argue that a distinction should be made between services where demand can be expressed in the market (for fair trade or green goods
159) User groups and their campaigns. User/consumer/citizen groups play a critical role as innovators and diffusers.
In health for example, the speed of adoption of new drugs can often be correlated with the strength
User groups create a demand for services, particularly from public authorities by spreading information and lobbying.
are tailored to the needs of service users. In the UK, this has prompted a series of developments including Local Area Agreements (LAAS) and
183) Personalised budgets involve users being allocated a budget to be used for ongoing care needs.
and spent by the individual user, and personal budgets which councils administer according to the individual†s wishes
local authorities establish systems that give users this type of financial autonomy over their own care.
in which users and originators can engage in the evaluation and adaption of innovation 191) Platforms give people the tools
try to estimate what non-users might value, whether through †altruistic use†(knowing someone else might like it;
226) User-oriented and user-generated metrics such as the †sousveys††surveys undertaken by citizens on services provided by the state †used
227) User Experience Surveys such as those now being introduced in the NHS which explore users†experience and emotions in relation to the
support for the user rather than the simple delivery of a standardised package. The idea has led to radical models for reshaping care for the
Formation of users and producers Users and citizens often need to play a part in the design and implementation
of new systems. They may require new skills and approaches (what the Infrastructure for green transport-plug-in points for hybrid cars in San
249) Mutual help and mentoring by users. The tradition of voluntary coaching (in sports clubs,
foundations try hard to connect emerging ideas to potential buyers and users But these tend to be small scale and ad hoc.
user-centred innovation A day in the life. In order to promote user-centred innovation, Mindlab undertake ethnographic research,
including video diaries, to understand the everyday needs and ideas of Danish citizens better. Image courtesy of
which provide user -generated information such as ehow and Netmums. Netmums provides information on a variety of local resources †including child-friendly
enables users (mainly children) to design their own Lego sets. The designs are collated together in the Lego gallery
by other users. There are also a number of clothing companies and boutique design agencies which have adopted this †design and orderâ€
Users make their resources (time, disk-storage etc available to other users for free. This includes file sharing services
such as Napster, and open-source software such as the Linux operating system, the Mozilla Firefox browser, and the Apache web server.
319) Circuits of information from users to front line staff and senior managers. The flow of information from the periphery to the centre is
320) User engagement has been helped both by user groups themselves and by professional organisations providing methods for engaging citizens
Users play an important role in providing new insights into user needs sometimes playing direct roles in redesigning services.
and interacting with service users;(iv) process innovations (new internal procedures and organisational forms; and (v) system innovations (including governance structures
engaging beneficiaries and users in decision making processes. Here are a few ways how 422) User and beneficiary representation on management boards
One example is Room 13, which started in Scotland in 1994 when a group of students set up their own visual arts studio.
423) Innovation assessments commissioned to assess the views of users and beneficiaries, and whether the innovation itself and the process
M-PESA now has half a million users in London in addition to its users in east Africa
451) Corporate not-for-profit management of social provision such as Academy Schools in the UK and Charter schools in the US
providing others, selling information on users and so on. 1 In the field of open -source software, they are also creating new terms and conditions for the use
For users, one of the main challenges now is to navigate through the wide ocean of information available online.
There has been marked a development of users becoming more engaged in the production of services. In the words of Alvin Toffler, they have become
†prosumers††producers as well as users of services. They are playing a critical role in areas from health and education to recycling and the energy
517) Users as producers †such as the Expert Patients Programme, which teaches users to manage their own health conditions more effectively
and be more confident in their own care. Teachers on the programme are themselves living with long-term conditions.
Older people are seen as both users and providers in the system, for example, visiting their peers for friendship
525) User groups such as rail user groups or park user associations (for example, the Clissold Park User Group) that become champions for new
ways of organizing services Social movements Social movements have been the source of major waves of social innovations
over the past 40 years †notably in food, the environment, healthcare, and in transforming the social relations around gender,
Clissold Park User Group 207 Clore Social Leadership Programme 177 College of Health 116 Commons 76;
Users 31,62, 69,74, 85,89-90,92, 105 115,139, 148,173, 204,205 Vancity 188 Vauban, Freiburg 75,76, 108,117
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