Monitorial citizenship is a form of civic engagement in which people collect information about their surroundings or track issues of local or personal interest in order to improve their communities and pursue justice. Common activities of the monitorial citizen include collecting information, sharing stories and insights, coordinating with networks of other civic actors, and pursuing accountability for institutions and elite individuals and their perceived responsibilities. The term originates in Michael Schudson’s 1998 book The Good Citizen. Schudson proposes monitorial citizenship as a successor to the “informed citizenship” paradigm to better account for our current age of information overload, arguing “the obligation of citizens to know enough to participate intelligently in governmental affairs be understood as a monitorial obligation” (p. 310). This original concept positioned monitorial citizens as “defensive rather than proactive” (p. 311). The idea of citizens paying attention to public affairs and serving a monitorial role pre‐dates Schudson and, of course, the Internet. What is different now is that technologies like the Internet and smartphones enable the average person to be more effective at monitoring topics of interest and powerful actors in society through the construction of distributed networks and ongoing campaigns that can leverage sophisticated narrative strategies with data to hold them to account. Some contemporary scholars believe monitorial citizenship may be one answer to revitalizing civics in an age of mistrust (Zuckerman, 2014), an effort media literacy can support.
Bringing together partners from the US (POPVOX) and South Africa (Grassroot), we tested a new format to co-develop metrics and civic technology in an iterative design process.
This year’s largest civic technology gathering of practitioners and researchers (#TICTeC) took a hard look at the state of civic technology (i.e. Are we now in the fourth wave? Is it a sea change movement or has civic tech lost its relevance?). Focusing on questions of measuring impact, our team, including Erhardt Graeff from Olin College and Alisa Zomer and Kelly Zhang from MIT GOV/LAB, put together a design sprint workshop with partners POPVOX (U.S) and Grassroot (South Africa). The aim of our session was to kick-start an iterative design process to integrate social impact metrics into platform design from the very beginning, not as afterthought.
What does this mean in practice?
As Erhardt discussed in recent work, impact for civic technology is often measured using basic descriptive data from the platform itself, including number of users, repeat users, time spent on the platform, etc.; however, these engagement metrics mostly fail to speak to the social impact goals at the heart of civic technology. In some cases, surveys are conducted where users rate their experiences on a platform, which can be helpful for troubleshooting user experience design problems. But answering the real question of social impact (i.e. has the platform changed outcomes, either beliefs or behavior) demands a different kind of metric.
In our workshop, we introduced an approach that starts by articulating what change you want to see—do you want to empower ordinary citizens to take a particular action (e.g., petition, protest, vote)? Or, do you want to see local government have a specific response (e.g., budget allocation, new legislation, improved service provision)?
Depending on the intended change, there is often relevant research to help in the design process. A wealth of research exists on what incentivizes or prevents citizens from engaging with their government, how to build strong grassroots movements, and also what barriers or opportunities present on the government side. Building on this knowledge, our goal is to bridge theory with design in a way that aligns with achieving and measuring social impact.
For POPVOX, a platform to improve dialogue between citizens and government in the US, they ask: How might we measure participants’ understanding of government processes, comfort engaging, and sense that their voice matters? One approach taken by Erhardt previously is to measure perceived political efficacy (or the belief that you can influence or affect political change) in his workwith SeeClickFix. He adapted a number of oft-used national survey questions for internal and external political efficacy to examine the context of city residents requesting their local governments fix the things they care about, finding correlations between government responsiveness on the platform and active users’ perceptions that their local governments were listening to them.
Grassroot, which provides low-tech, low-cost tools for grassroots organizers working primarily with low income groups in South Africa, posed the following: How might we measure the ways in which social movement organizations grow and build capacity? Their main design constraints include a consistently unresponsive government and social movement organizations that have strong initial momentum but then steeply decline.
Dividing into small groups, we tackled these design prompts to come up with relevant and feasible metrics, explain why they matter, and what data would be needed to measure them.
Sprinting for impact
Design sprinting in 70 minutes is not for the faint of heart, but we forewarned participants and the end results were a good start to a longer process. For Grassroot, some of the suggestions included looking at leadership development within organizations over time, assessing media visibility as a proxy for reach outside the movement, and measuring interactions between organizers across multiple policy issues. For POPVOX, suggestions included design features that notified citizens when officials read comments in order to build in some measure or response and trust-building.
In the coming months, both teams plan to move these pilots forward, building on the outcomes of the TICTeC workshop.
The 2016 U.S. presidential election stoked concerns about the potential of digital technologies to disempower citizens and erode democracy. Such concerns followed years of promises from tech companies and investors about the democratizing power of the internet. Since their founding, Twitter and Facebook have touted themselves as tools for democracy and citizen empowerment. A closer look, however, reveals that tech company incentives are often poorly aligned with the social goals they espouse and the type of good they promise to do for the world.
A new crop of companies — self-titled “civic technology” companies — are now taking the democratic mission more seriously by designing their platforms and tools with the explicit intention of promoting civic engagement. Some of these companies are nonprofits or ventures with the dual mission of making a profit and providing social benefits. Others are traditional startups financed by venture capitalists. In both cases, these companies need better metrics to ensure that their products and business designs remain aligned with their social missions.
Unfortunately, Silicon Valley companies are often judged simply on their ability to attract exponentially rising numbers of users and maintain user engagement. This standard for “success” encourages companies to work with paying customers who advertise to users and exploit their attention and data — rather than serving users in empowering ways. In turn, such standard measures are what matter to business leaders and investors. Measures of success need to change in order to encourage more tech companies to pursue democratic goals. Industry leaders, governmental and citizen users, and investors — all must create new performance standards to redefine success and hold tech companies accountable. New measures for evaluating company performance should be tied to service to democracy and to citizen empowerment.
In a June 2017 post, Mark Zuckerberg introduced a change in Facebook’s mission from “make the world more open and connected” to “give people the power to build community and bring the world closer together.” Facebook may not be able to give people power, but the goal of empowering people and building community is language familiar to civic engagement and participatory democracy, similar to the core idea of relational organizing—building interpersonal relationships that can be mobilized for collective action. In a February 2017 post, Zuckerberg first articulated this new thinking: “In times like these, the most important thing we at Facebook can do is develop the social infrastructure to give people the power to build a global community that works for all of us.” Companies like Facebook often claim to serve the public good through their products; however, this particular language and the depth of explanation in Zuckerberg’s posts imply a recognition of ethical responsibility and at least an intention to design for true citizen empowerment.
I believe it is fair to insist that if the creators of a technology platform seek to make claims about empowering users, they must set explicit design goals for citizen empowerment and evaluate their platform against those goals. Facebook continues to face steep challenges to providing equal access to its platform. To aim for communities that can be effective and serving the public good is an even loftier goal. How Facebook will know whether it is actually making progress on its mission remains to be seen. However, technology companies have a reputation for religiously articulating goals and measuring them empirically. In fact, one of the architects of the data science team at Facebook claims that they invented the term “data scientist” to describe this important role (Hammerbacher 2009).
Democracy that values citizen-centered governance requires citizen empowerment (sometimes called “civic agency”), and empowered citizens need certain skills, knowledge, attitudes, and habits that lead to effective civic engagement (Boyte 2009; Levinson 2012; Gibson and Levine 2003). Empowering experiences and learning opportunities can promote a virtuous cycle of reinforcing citizen empowerment and strengthening democracy. Spaces like town hall meetings, protest marches, the voting booth, and the civic education classroom traditionally represent where these experiences and opportunities take place. The emergence of networked digital media have created new, pervasive civic spaces—the networked public sphere. Whereas public spaces offline have seen a decline (Zick 2009), their online replacements, largely private spaces like Facebook, have grown to astounding size and influence with limited accountability to governments and the public.
Social media platforms like Facebook, government communication tools like We the People, and smaller civic technology platforms like SeeClickFix are increasingly the spaces through which citizens seek empowerment in the form of direct response from their government on key issues. As important actors in U.S. democracy (as well as other polities), the creators of these spaces have a responsibility to design for citizen empowerment and ensure they are advancing empowering processes and outcomes for citizens by evaluating whether their platforms are actually serving this mission. These creators of digital technology used for civic engagement should be understood as stewards of democracy with an ethical obligation to serve the public good.