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IOL News
07-07-2025
- Politics
- IOL News
Digital Platforms should be appreciated as Innovative Citizen Engagement
Professor of Practice Eldrid Jordaan speaks during a fireside chat with Decode's Lorato Tshenkeng following his keynote address at the 2025 Social Media Summit for Government. Digital platforms are revolutionising citizen engagement in South Africa, bridging the gap between government and communities while addressing the digital divide, writes Matshepo Seedat. Image: Decode Communications In national government, all Ministers and Deputy Ministers are required to host 10 community engagements in a financial year, each reaching at least 1,000 people. This is to ensure government leaders are in communities building with communities. A few years ago, during the Fourth Administration of government, this was a key component of their responsibilities. So critical was this obligation that I remember compiling reports on the community engagements led by the Deputy Minister in the Presidency responsible for youth at the time. The Deputy Minister responsible for youth called BackChat: Youth Conversations for a Better South Africa. These conversations provided a space for young people to engage directly with government leaders about the issues about their development. The format was simple yet effective: 10–15 young people gathered around a table with a moderator who would frame the discussion and provoke meaningful dialogue on a specific topic. While the in-room participation was between a few people, the true reach of these engagements was far greater. Through partnerships with media houses such as Independent Media. As well as using then-emerging social media platforms i.e. Facebook and X (formerly Twitter) — we expanded the reach significantly. Remarkably, every Friday evening when these conversations took place, BackChat would trend at number one on X. This was a time when government treated social media primarily as a one-way channel to disseminate information and not as a space for dialogue. Yet, BackChat reared that trend by using these platforms for genuine, real-time engagement. One day, while compiling a report for Cabinet on the Deputy Minister's community engagements, it occurred to me that BackChat itself was a legitimate community engagement platform. It met all the requirements of community engagement: Young people are a community ✔️ Our analytics showed that each session reached over 3,000 people, most of them youth ✔️ Moderators ensured that questions from the online audience were incorporated into the in-room conversation ✔️ Importantly, the online audience actively engaged through likes, shares, retweets, comments, and questions. This clearly met the criteria for a reportable community engagement. However, at the time, it was dismissed—because we hadn't physically seen the people. The emphasis was on tangible, in-person interactions, and digital platforms were not yet considered legitimate sites of engagement. Fast forward to the Social Media Summit for Government, which took place on June 30 (International Social Media Day) and July 1, 2025, hosted by Decode Communications. One of the most powerful takeaways for me was a concept shared by David Vahle from YouKnow, in his talk titled: 'Digital Town Hall: How Social Listening Powers Public Service' Video Player is loading. Play Video Play Unmute Current Time 0:00 / Duration -:- Loaded : 0% Stream Type LIVE Seek to live, currently behind live LIVE Remaining Time - 0:00 This is a modal window. Beginning of dialog window. Escape will cancel and close the window. Text Color White Black Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Background Color Black White Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Transparent Window Color Black White Red Green Blue Yellow Magenta Cyan Transparency Transparent Semi-Transparent Opaque Font Size 50% 75% 100% 125% 150% 175% 200% 300% 400% Text Edge Style None Raised Depressed Uniform Dropshadow Font Family Proportional Sans-Serif Monospace Sans-Serif Proportional Serif Monospace Serif Casual Script Small Caps Reset restore all settings to the default values Done Close Modal Dialog End of dialog window. Advertisement Next Stay Close ✕ Ad Loading This concept struck a chord. The idea that town hall meetings—long considered the gold standard for citizen engagement—are now also taking place online is not only valid, but increasingly essential. These digital town halls offer several key advantages as they remove barriers to access, allow for unfiltered, unmediated interaction between citizens and government. They are also cost-effective thereby reducing the financial burden on the taxpayer. Most importantly, they meet people where they are. That said, I am not suggesting that in-person engagement should be done away with. In Africa, and particularly in South Africa, the digital divide remains a harsh reality. Millions of citizens still do not have access to reliable internet or smart mobile devices. Data remains ridiculously expensive, and connectivity in rural and impoverished areas is inconsistent at best. This means that while digital engagement is a powerful tool, it is not yet a universal one. As government communicators we recognise that not all South Africans are online—and that digital platforms often exclude the most vulnerable. This is why hybrid models, such as the live-streamed Presidential Izimbizo that combine in-person and online attendance, are crucial. They offer a bridge between tradition and innovation, between inclusivity and progress. One of the most exciting evolutions in this space is the use of analytics to measure the depth and quality of engagement. Tools like platform insights, reach metrics, engagement rates, sentiment analysis, and audience demographics allow communicators to quantify the size and scope of participation and justify the impact of digital engagements in reporting frameworks, such as the reports that Ministers and Deputy Ministers are still expected to report on in the 7th administration. They can also assist in understanding what messages resonate with different groups and demographics, especially given the diversity of South Africans as well as track patterns in public sentiment and feedback. BackChat's analytics revealed that we were not just broadcasting messages, we were facilitating conversations. These insights should have been enough to qualify it as a community engagement. Today, with improved tools and frameworks, digital analytics can and should be integrated into the formal reporting process for community engagements. Finally, digital platforms are no longer secondary to community engagement, they are central to it. Government must embrace digital engagement, not as a threat to tradition, but as a complement to it, especially in an era where the public sentiment is expressed online as it is on the ground. At the same time, we must confront the digital divide with urgency and compassion, ensuring that our efforts to modernise do not come at the expense of inclusivity. The future of public engagement is hybrid, data-driven, and above all responsive. * Matshepo Seedat is a Communication Specialist in the Presidency. ** The views expressed do not necessarily reflect the views of IOL or Independent Media.
IOL News
01-07-2025
- Politics
- IOL News
How strong leadership and coordination mitigate reputational risks during crises
Senior government communicators say strong leadership support and internal coordination are crucial for managing reputational risks during times of crisis. Image: Supplied Senior government communicators say strong leadership support and internal coordination are crucial for managing reputational risks during times of crisis. This was the key message from a panel discussion on crisis communication at the Social Media Summit for Government, the University of Johannesburg, on Tuesday. The panel included Major General Nonkululeko Phokane, Head of Communications and Liaison at SAPS, Albi Modise, Senior Executive for Communication and Marketing at Gautrain and Cleopatra Mosana, Head of Communication at National Treasury. The summit brought together senior communication officials from the public sector to explore how digital platforms and social media affect public trust and crisis management. Phokane explained how SAPS manages communication across more than 1,100 police stations, noting that digital spaces add complexity. Phokane explained how SAPS manages communication across more than 1,100 police stations, noting that digital spaces add complexity. Image: Supplied Video Player is loading. Play Video Play Unmute Current Time 0:00 / Duration -:- Loaded : 0% Stream Type LIVE Seek to live, currently behind live LIVE Remaining Time - 0:00 This is a modal window. Beginning of dialog window. Escape will cancel and close the window. Text Color White Black Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Background Color Black White Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Transparent Window Color Black White Red Green Blue Yellow Magenta Cyan Transparency Transparent Semi-Transparent Opaque Font Size 50% 75% 100% 125% 150% 175% 200% 300% 400% Text Edge Style None Raised Depressed Uniform Dropshadow Font Family Proportional Sans-Serif Monospace Sans-Serif Proportional Serif Monospace Serif Casual Script Small Caps Reset restore all settings to the default values Done Close Modal Dialog End of dialog window. Advertisement Next Stay Close ✕ Ad Loading "In the midst of your social media interaction, whenever incidents happen, remember that it is one space that is not even policed," Phokane said. "Social media space is one where every citizen becomes a journalist. And in investigations, it then becomes a call for us to be able to strike that balance from time to time". She pointed to the Stillfontein hostage situation, where 'at least every second hour, there was a communication update,' helping to manage public perception. Modise emphasised the importance of clear communication in protecting public confidence in services like Gautrain. "Look, I mean, I've said to those who care to listen that the success of communicating is largely dependent on the principles you have, "Modise said. "You can be the most erudite communicator, but if your principles don't buy into the communication area of work, you have a serious problem. When there's a crisis, we need to be clear about who handles the communication. If the principal passes on to you as a head of communications or spokesperson, half the battle is won" Mosana added that trust and respect between communicators and leadership are key. "We coordinate. If I have to reflect on what happened on February 19, when the nation didn't know that the budget was going to be postponed, that collaboration and coordination that we did with GCIS made a difference to everyone because of the speed with which we communicated," Mosana said. "And key to it is that I have a trust in the principles that I'm working in. So the relationship is open. It's a very respectful relationship. And it espouses the values of the National Treasury with its honesty and transparency". IOL
IOL News
01-07-2025
- Business
- IOL News
Experts urge responsible use of AI to drive inclusion and growth in public sector
Artificial Intelligence (AI) should be used not only to enhance communication but also as a key driver of development and inclusion in South Africa. Image: Supplied Artificial Intelligence (AI) should be used not only to enhance communication but also as a key driver of development and inclusion in South Africa. This was the view of experts during a panel discussion focusing on the role of AI in public sector communication at the Social Media Summit for Government at the University of Johannesburg (UJ) on Tuesday. The summit comes amid growing debates and concerns over AI's rise around the world, with fears that it could replace professional judgment and jobs. The panel, moderated by Prof. Mandla Radebe, Executive Director of the Centre for Data and Digital Communication at the University of Johannesburg, brought together thought leaders from government, communications, and legal fields to discuss how AI can be responsibly integrated into public service. 'We need to stop just looking at AI as a tool for communication, but also as a tool for development,' Dr Caroline Azionya from the Public Relations Institute of Southern Africa (PRISA) said. 'Data is a value-creating resource, and if used correctly, it can streamline processes and bring about real growth.' Aslam Levy, Deputy Director-General for Digital Governance, also provided insight into the Western Cape government's approach to digital services that consider the realities of impoverished communities. Aslam Levy, Deputy Director-General for Digital Governance, also provided insight into the Western Cape government's approach to digital services Image: Supplied Video Player is loading. Play Video Play Unmute Current Time 0:00 / Duration -:- Loaded : 0% Stream Type LIVE Seek to live, currently behind live LIVE Remaining Time - 0:00 This is a modal window. Beginning of dialog window. Escape will cancel and close the window. Text Color White Black Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Background Color Black White Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Transparent Window Color Black White Red Green Blue Yellow Magenta Cyan Transparency Transparent Semi-Transparent Opaque Font Size 50% 75% 100% 125% 150% 175% 200% 300% 400% Text Edge Style None Raised Depressed Uniform Dropshadow Font Family Proportional Sans-Serif Monospace Sans-Serif Proportional Serif Monospace Serif Casual Script Small Caps Reset restore all settings to the default values Done Close Modal Dialog End of dialog window. Advertisement Next Stay Close ✕ '70% of the people who interact with us are chronically impoverished. So when we design, we design for the lowest common denominator. Our services are mobile-optimised, and we guide users step by step. We don't just assume they know how to use the technology.' Levy described efforts like mobile digital hubsvehicles equipped with internet access, and digital facilitators that visit rural areas to help people with internet use and digital skills such as writing CVs. On the broader AI question, Azionya, however, warned against uncritical reliance on AI-generated content. "It does lie. It causes hallucinations. So, from a reputational point of view, it's very important for you to ensure that you verify the information that you send out so that you don't bring the government into disrepute for the department that you're working for," Azionya said. "I think that's the most important thing. And then, through being consistent, you then become a trusted source of information for the citizens. I think you have to be very intentional about that and understand that AI is there to augment your skill set, not to replace your skill set". Leah Molatseli, Legal Tech and Innovation Specialist, pointed out that there were still challenges with AI regulation in government. Last year, South Africa introduced the National AI Policy Framework, but there are still no detailed laws to enforce or guide its implementation. "I think the biggest one is that in essence, they don't exist. They're either scattered or it's still very on a contextual basis. Very high level, this is what we need to do". Molatseli also stressed the risks of public servants using AI tools without proper safeguards, potentially exposing sensitive government data. Artificial Intelligence (AI) should be used not only to enhance communication Image: Supplied
IOL News
01-07-2025
- Business
- IOL News
How podcasts and partnerships can enhance government to communicate effectively
Sithembile Ntombela, the general manager for marketing at Brand South Africa, speaking at the Social Media Summit for Government at the University of Johannesburg. Image: Supplied Government communicators have been urged to partner with trusted voices in the podcasting space to make government messaging and communications more effective, accessible and relevant to younger audiences. These were some of the recommendations given to communicators during the second day of the Social Media Summit for Government, held at the University of Johannesburg's Business School in Auckland Park. During a panel discussion on Podcasting and Government Communications, Sithembile Ntombela, the general manager for marketing at Brand South Africa, said it was important for government communicators and their principals to realise there was a vacuum and there was a trust barrier, urging communicators to foster meaningful collaborations. Video Player is loading. Play Video Play Unmute Current Time 0:00 / Duration -:- Loaded : 0% Stream Type LIVE Seek to live, currently behind live LIVE Remaining Time - 0:00 This is a modal window. Beginning of dialog window. Escape will cancel and close the window. Text Color White Black Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Background Color Black White Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Transparent Window Color Black White Red Green Blue Yellow Magenta Cyan Transparency Transparent Semi-Transparent Opaque Font Size 50% 75% 100% 125% 150% 175% 200% 300% 400% Text Edge Style None Raised Depressed Uniform Dropshadow Font Family Proportional Sans-Serif Monospace Sans-Serif Proportional Serif Monospace Serif Casual Script Small Caps Reset restore all settings to the default values Done Close Modal Dialog End of dialog window. Advertisement Next Stay Close ✕ Ad Loading 'We need to use the trusted audience, and that is the business voice, civil society and ordinary South Africans. I think that as the public sector, we have to elevate, adopt and adapt to the changing norms. 'Look at the Covid era, we knew exactly the number of vaccines, infections and all those statistics, that should be the case for everything in South Africa. 'Podcasts can play a crucial role in building trust with the public sector; they can measure what we say and what we do,' she said. Ntombela said it was important for the government to be like a commercial brand. 'Podcasts are the new ways of building brands… we need to coordinate, collaborate and co-create, and be that intertwining of strategies and deliverables,' she said. Podcaster Urusula Mariani speaking at the Social Media Summit for Government at the University of Johannesburg. Image: Supplied Podcaster Ursula Mariani, the founder and host of The Conversation Capital, said it was important for the government to co-create with personalities who were kings and queens in the art of conversation, who understood their audience, had strong values and quality content which was packaged authentically. She said in the podcast sphere, attention was the currency and the commodity, and that the number of views had a direct relationship with the amount of money podcasters made. She warned that some people were willing to do anything for views, but warned that brands had to be careful who and what they aligned with, not only looking at the numbers for alignment with audiences. 'If you are a fan of Black Mirror, we are in an episode of Black Mirror. Everybody is starting a podcast, and everyone has a voice. There are people listening to this content, that's why they have the numbers, yet everyone will say they don't like gossip, but when you look at the gossip podcast numbers that's where they are,' she said. Ntombela said brand positioning, or vision, was important. 'We are married to quality conversation that matters, that brings impact to the ordinary South Africans, ours is not to look at the numbers, it is to look at the depth and the substance, that is important,' she said, adding that podcasts were tools to humanise brands. Mariani said government brands needed to use skilled podcasters with communities to walk through complex conversations, saying co-creation and collaboration was the way to go. 'This is a skill and an art, if Frank from finance can do it, I guess let him do it… Do not downplay the skill that it takes to carry the conversation,' she said. Ntombela said when partnering with podcasts, they had helped in challenging the norms, shifting the paradigm. 'Podcasts are a great tool for crisis communications. Like the US-SA saga. Because of podcasts, we had to be agile and respond to bridge the gap between the truth and the lies. 'It is important to be agile, be brilliant at the basics, co-create and collaboration, those are strategic relationships give you footprint and access,' she said. IOL
IOL News
30-06-2025
- Business
- IOL News
Calls for government to create its own tech platforms
GovChat founder Professor Eldrid Jordaan speaking at the Social Media Summit for Government at the University of Johannesburg, in conversation with DeCode Communications CEO Lorato Tshenkeng. Image: Supplied GovChat founder Professor Eldrid Jordaan has implored the South African government to start, own and run its own technology platforms for the benefit of all South Africans. Jordaan has slammed big tech, particularly Meta - which owns the likes of Facebook, WhatsApp and Instagram, saying they posed a threat to the digital sovereignty of countries like South Africa. Jordaan, who was a key figure during the Mxit days and who later founded GovChat, which aims to enhance governance transparency and accountability through the provision of tools for citizens to measure service levels, was the keynote speaker at the Social Media Summit for Government, which is being hosted by the University of Johannesburg. Video Player is loading. Play Video Play Unmute Current Time 0:00 / Duration -:- Loaded : 0% Stream Type LIVE Seek to live, currently behind live LIVE Remaining Time - 0:00 This is a modal window. Beginning of dialog window. Escape will cancel and close the window. Text Color White Black Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Background Color Black White Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Transparent Window Color Black White Red Green Blue Yellow Magenta Cyan Transparency Transparent Semi-Transparent Opaque Font Size 50% 75% 100% 125% 150% 175% 200% 300% 400% Text Edge Style None Raised Depressed Uniform Dropshadow Font Family Proportional Sans-Serif Monospace Sans-Serif Proportional Serif Monospace Serif Casual Script Small Caps Reset restore all settings to the default values Done Close Modal Dialog End of dialog window. Advertisement Next Stay Close ✕ Ad loading His speech was on the topic of Technology, Trust, and Transformation: Bridging the Digital Divide in Citizen Engagement. He said big tech, particularly Meta, wanted to be the player and the referee. This comes after a long standing dispute between GovChat and Meta, which stems from 2020, where the civic organisation was accused of violating the terms of service of the WhatsApp Business API, despite the fact that GovChat had signed agreements with the SA government, allowing it to communicate on the governments behalf. 'The government needs to beware of public private partnerships that profit from public infrastructure,' Jordaan warned. 'Public goods should serve our people, not the private sector. GovChat was built to serve South Africans, it was not built to serve algorithms and shareholders. 'We can no longer afford to be digital tenants. We must use these tools, but not lose the power. We need to partner with big tech, do not depend on them,' said Jordaan. Jordaan said South Africa had 1.5 million public servants who needed to be upskilled to navigate a changing world driven by artificial intelligence. 'We don't need to go to the private sector, we are seeing too many people hand over their responsibilities to the private sector, the private sector should strengthen government, it should not replace the work that is done by the government, there should be a big difference between mandate, scope of work,' he said. Jordaan said it was important that big tech treats Africa with the same respect that it treated countries in the West, including how it harvested data of people on the continent. He said recently, authorities in Nigeria had issued a $200 million fine for the use of people's data without consent. 'We are not saying that the private sector should not profit because that's their model, just like how you have a business model in the government. The private sector is important, we need the private sector, but we must guard against the dependency. 'When you are dependent on something they hold the stick, they hold the power - I'm nervous about that, we need to be careful around what the intentions are,' said Jordaan. Sassa own platform Jordaan said a state institution like Sassa, should have its own platform to administer the millions of social welfare payments it administers monthly. 'The private sector is lucky there is so much inefficiency in government,' he remarked. 'Look at Sassa, if the South African government wanted to own a platform, I would start there. You have more than half population on Sassa, but you choose to use platforms that exist. If I were the government, I would use my own platform and make it mandatory. 'I say it again, the private sector is lucky there are inefficiencies in the government,' said Jordaan. IOL editor Lance Witten speaking at the Social Media Summit for Government. Image: Supplied Earlier, IOL's editor-in-chief Lance Witten urged government communicators to listen to the people in developing narratives and content around their government departments. Witten made the comments during a fireside chat with SABC journalist Bongiwe Zwane at the summit. 'There is a steady decline in audiences engaging with platforms like news websites, which are now seen as legacy media. You can build the best content, but if you are not where your audience is, there is no point in creating that content,' he said. Witten said tailored and platform specific content and messaging was key for audiences. 'What we have discovered is that we need to be where the audiences are… you need to create specific native for the platform you are on, if it is all tailored for the platform, that is where and how the audience will engage with it,' he said. With shrinking revenues, Witten said it was important for communications teams to be clear about their identity, their narrative and to be unequivocal about a political stance. He also said the impact of the changing consumption habits and technology such as AI, had a big impact on news publishers, and content teams needed to be aware of AI optimization, as the AI and search engines like Google became more of answer engines rather than search engines. 'Am I creating the content on my platform? Is it good for the crawler? Is it good for ChatGpt? Are you creating content helping the answer engine? How am I answering the audience needs? 'From a news content provider perspective, it has impacted our concept of how we create content and the credibility, our audiences are on social media, they are good at spotting authenticity, they are less likely to trust a brand,' said Witten. IOL
