Government Guidelines

How MindHive integrates with your Social Media Policy

The MindHive Policy and Guidelines for Social Media establishes a clear set of alignments for agencies electing to use the platform as a social media tool so they may do so within an authorised and accountable environment.

MindHive is a tool and form of publishing which is based on an interaction or conversation online between an author and active Contributors, in contrast with traditional broadcast media, where the audience is a passive consumer of content.

The guidelines aim to assist to all MindHive clients.

The guidelines inform part of the MindHive's commitment to open and transparent online engagement between government, industry and the expert community.

The success of any crowdsourcing is dependent on good planning and consolidated effort to raise visibility. MindHive is no exception.

This draft set of guiding principles has been developed to facilitate the platform integration within the organisation and give a clear understanding of the process and resources involved. This is a draft set of guiding principles and may not be applicable in its entirety to all organisations. Your organisation’s culture, structure and practices may require this document to be modified. The document assumes that user integration and internal communication introducing MindHive have already occurred, and the platform does not require additional explanation.

The intention of these guidelines is to establish a culture of openness, trust and integrity when clients are dealing with user-generated content.

MindHive Policy Guidelines have been developed in accordance with the Federal and State Government Social Media Policies (see References at the end of this document). Therefore, the use of MindHive is compatible with, and should be governed by the existing policies and procedures applicable to the use of social media.

This document covers three main areas:

  1. MindHive Governance

  2. Policy guidelines

  3. Technical and legal aspects

1. MindHive Governance

Official agency accounts using social media tools represent the public face of the government in those environments. Consequently, MindHive has designed a platform as strategic, tactical and operational in its intent and follow the relevant government and business governance and approval processes which include:

  • the suitability of MindHive to deliver the outcome required

  • adoption of appropriate security precautions

  • commitment to ongoing relationship management

  • transparency

  • alignment with QGEA/QGCIO information principles.

Governance structures and processes will vary across MindHive clients. Ideally, MindHive governance would be embedded within, or build upon existing governance structures and not require the development of separate processes.

For example, when using MindHive to support a communication activity, existing agency governance processes requiring a formal communication plan or strategy would be applied. MindHive should be incorporated as a channel for the delivery of messages in the same way as print media, radio or television. Similarly, the community engagement and recordkeeping procedures of the agency would guide appropriate conduct in that regard.

When it comes to the publishing of contributions to MindHive, governance processes relating to web publishing may be relevant.

Within each MindHive client - governance structures, policies and processes relevant to the governance of activities that use social media might include:

  • risk management planning
  • right to information
  • information security
  • information licensing
  • communication strategies
  • policy development frameworks
  • community engagement guidelines
  • applicable code of conduct
  • web publishing policies
  • records and information management policies.

2. MindHive Policy Guidelines

The purpose of these policy guidelines is to encourage clients to make greater use of crowdsourcing and social media and empower public sector staff to use MindHive where it assists in improving service delivery.

Guiding Principles

In using MindHive, agencies should apply the following guiding principles: be open, collaborative, responsive, reliable and appropriate.


Create opportunities to listen to and engage with staff, the public, local communities, and industry in community and capacity building, policy design and implementation and service delivery.


Empower public sector staff to use MindHive to respond quickly to emerging issues.


Support a consistent and quality experience.


Use MindHive in a manner that is consistent with agency values, legal requirements, related policies, and the codes of conduct.


Use MindHive to share and promote access to information and services and be transparent and accountable.

This includes a checklist of steps in the development of individual client MindHive policies. In developing their own MindHive polices, clients should:

  • Create opportunities to listen to and engage with staff, the public and industry in community building, policy discussion and service design;

  • Empower staff to use MindHive to respond quickly to emerging issues;

  • Support a consistent and quality experience; and

  • Ensure that MindHive approaches are appropriately resourced.

Use Official Accounts Proactively and Responsibly

  • Ensure that you have the appropriate authority to use MindHive in an official capacity, consistent with your agency’s code of conduct.

  • Be quick to admit and correct mistakes.

  • Respect privacy and confidentiality. Only publish information that is approved to be in the public domain.

  • Acknowledge copyright and attribute the source of material you share.

  • Be a responsible digital citizen. Protect your reputation online and the reputation of your colleagues and your organisation. Be mindful that information posted online is public and permanent.

  • Use MindHive to work together with your community and colleagues.

  • Be transparent. Identify yourself as an employee of your agency when discussing work-related issues.

MindHive Checklist: Agencies can make arrangements for the implementation of MindHive, giving consideration to:

  • Governance, including staff education and training, monitoring, risk assessment, evaluation and policy review.

  • Business operating conditions and allied policies and programs.

  • Privacy, intellectual property and records management.

  • Resourcing for all activities and at all levels of the organisation.

  • Change management.

Below is a checklist of steps: Planning

  • Determine the existing policies that will be impacted by the introduction of MindHive.

  • Identify the communication and engagement goals for the organisation, and design indicators for measuring success against these.

  • Identify and research the target audience.

  • Include a risk assessment to identify strengths, weaknesses, opportunities and threats of MindHive.

  • Scope set-up and ongoing requirements including human and financial resources.


  • Establish a governance model for content development and account management.

  • Develop terms of use and determine the appropriate level of engagement. These may include hours of operation, response times, moderation actions, and privacy guidelines.

  • Communicate the policy to organisation staff.

  • Provide authorised staff with training in the use of MindHive.


  • Adopt the guiding principles outlined in your agency.

  • Evaluate and report on the agency’s use of MindHive.

  • Promote MindHive.

  • Keep appropriate records and manage the account lifecycle.

  • Integrate MindHive with other communications channels.

3. Technical and legal aspects

MindHive Company Information

Eidos Institute (ACN: 120 223 369 / ABN: 45 120 223 369)

Eidos Institute is an independent entity and will abide by the internal policies, procedures and systems of institutions involved this project including:

  • Formally endorsed Company Structure, Network Rules, Constitution

  • Australian Tax Office Approved Research Institute (ARI) status under Item

    3.1.1 of subsection 30-40(1) of the Income Tax Assessment Act 1997

  • Income tax exemption under Subdivision 50-B of the Income Tax Assessment

    Act 1997

  • GST Concessions under Division 176 of A New Tax System (Goods and

    Services Tax) Act 1999

  • FBT rebate under Section 123E of the Fringe Benefit Tax Assessment Act


  • Australian Research Council Approved Linkage Partner (2009)

  • Bendigo Bank (Community Sector Banking) (Account Name: Eidos Institute

    Ltd BSB: 633 000 Account #: 134527233)

  • Public Liability Insurance - $20 Million; Policy No: GL2897; Provider: Certain

    Underwriters at Lloyds; Name Insured: Eidos Institute Ltd; Expiry Date:


  • Professional Indemnity Insurance - $6 Million; Policy No: 03MIS1140276;

  • Provider: CGU Professional Risks Insurance; Name Insured: Eidos Institute

    Ltd; Expiry Date: 30/11/2016;

  • Directors and Officers Liability Insurance - $10 Million; Policy No:

    03DO1140257; Expiry Date: 30/11/2016

How secure is MH?

MH has been constructed to banking standards, with encrypted databases and penetration testing (encrypted and secured by GeoTrust SSL CA - G3). OpenVAS is used to ensure this standard is maintained.

MindHive Accreditation

CCIQ QAssure (14831) 2016-20127

Government Information Technology Contracting (GITC) - Q-6092 from February 2016

How is MH accessed?

MH is accessible through desktop and mobile devices. As MH is a website, no software needs to be downloaded.

How will IP and non - disclosure/confidentiality be handled?

IP and non-disclosure/confidentiality will be negotiated upon entry into the panel by the host of the Challenge. A client would negotiate the IP arrangements on a case-by-case basis with the panel. The preferred default for MH is that the IP would remain open.

Appendix A – MindHive Organisational Integration

Integrating MindHive into your organisation includes four key steps:

  • Contributor Integration

  • API [Application Programming Interfaces]

  • Intranet URL

  • Customer Support

1] Contributor Integration

For greater efficiency and derived value, it is recommended that MindHive is implemented on the opt out basis. Standard procedure includes the following steps:

  1. Intradepartmental communication/newsletter issued to employees, alerting them about the organisation’s use of MindHive and its functionalities. Employees are informed about the possibilities of internal and external crowdsourcing and innovative collaboration options open to them as members of license-holding organisation. Employees can also opt out at any moment.

  2. HR department to provide MindHive communications team with the list of users to be uploaded into the system. Generally, the list includes the whole of organisation and only requires the following, publicly available information: First Name, Last Name, email address.

    The list is uploaded onto the system and MindHive profiles are automatically generated for all users. An automatic email will then be sent to each user individually, prompting them to set up a password and fill out the rest of their profile. Users who chose not to complete the profile set up are considered to have opted out.

    The mass upload is recommended at the beginning of MindHive license utilisation, with any new employees creating their own profiles. However, the process can be repeated on request.

  3. Employees who complete their profile will have access to support services and documentation via the MindHive portal directly. However, should the organisation decide that a training sessions should be arranged for a large group of users, MindHive’s communication team conducts one hour inductions and product demonstrations, as well as monthly master classes for any new employees who wish to learn more about the platform and best practices in crowdsourcing ideas.

We know your employees are busy. This process ensures that your organisation is set up and ready to go from day one, and aims at making the sign up process as simple and quick as possible.

2] API [Application Programming Interfaces]

As the availability and use of web and mobile apps have soared, governments at all levels are increasingly turning to these channels to improve their communications with and responsiveness to the public. Government records and data that were previously isolated and difficult for the public to access are now becoming widely available through APIs (application programming interfaces). By utilising APIs to expose such data, government empowers creative developers to discover and implement new uses for the information – in ways that engage and inform the public while also making government more transparent, responsive, and effective. By making use of such APIs itself, government can improve its own operations to better serve its citizens. These changes are making it increasingly important for federal, state, and local government bodies and agencies to develop and execute successful API strategies. ( The Value of APIs for Government)

Application programming Interface or API are used by developers to add external functionality into ther apps and websites.

  1. Client provided with dataset option (eg experts, Challenges, comments)
  2. Client selects Datasets required
  3. Client requests the level of detail required
  4. Client provided with API specification

3] Intranet URL

The Intranet is generally used as a productivity tool within companies. While a simple Intranet may only include a message board service and an internal email system, more complex Intranets may include databases and websites with company information, forms, and news, as well as personnel information. Intranet often incorporates databases, documents, and internal websites as well. Benefits of using an Intranet include:

  • Easier Communication

  • Improved Collaboration

  • Organisation

  • Excellent Flexibility

  • Low Cost Solution

  • The Ability to Go Paperless

  • Enhanced Productivity

(Intranet Best Practices, Benefits, Concerns & Implementation)

MindHive clients are provided with organisation specific URL

4] Customer Support

Your MindHive journey has to be smooth and productive from day one - this is the sole mission of our friendly customer support team. It is a proactive platform on every level, and customer service is no exception. We have developed a range of tools to help you get the most out of your MindHive experience.

Onboarding (1/2 day on- or off-site training)

This will get you up and running with MindHive if you are in a rush.

  • Includes tailored setup of MindHive and customisation of your workflow

  • Skype/Zoom or other screen share walk-through for new users

  • Support manual that includes MindHive tutorials and best practice tips and tricks


Expert coaching from our senior executives. We will advise you on:

  • How to achieve your goals, address any challenges you are facing, answer any questions you might have and demonstrate any relevant MindHive functionality you want us to cover in your 1-on-1 coaching session;

  • How to utilise MindHive data collection and descriptive analytics, using the Web and mobile technologies;

  • How to develop more effective, scalable and impactful projects; and

  • How to develop data-driven reporting tools that make it easy to measure andimprove the success of your MindHive Challenges.

  • Interested? Please enquire and/or arrange your bookings via

MindHive Explained Masterclasses

MindHive has partnered with CISCO to deliver our monthly Masterclasses via WebEx Event Centre 100. By offering this service in a digital space we are able to maximise the accessibility of a critical medium with engaged contributors. 

Since our inception in 2004 the Eidos Institute has made significant contributions to the development of Public Policy in Australia; MindHive was created, and is managed, by the Eidos Institute. MindHive is an ambitious, creative and unique concept which seeks to position itself as a driver for innovation and collaboration across a diverse range of sectors. The key function of MindHive is to operate as a conduit whereby business, universities, government and NFP can solve complex policy and strategy issues; harnessing the knowledge of expert contributors.

This Masterclass teaches you about the megatrend of crowdsourcing and latest developments; MindHive the platform and how to leverage success in problem solving; and introduces you to a network of like minded people from government, university, business and the not-for-profit sector.

Real-time support

The support team is always there when you need help.

  • Peer-to-peer live web support (7am-5pm Monday to Friday)

  • 24 hours Support ticketing system with guaranteed response within 48 hours

  • Growing catalogue of step-by-step training videos


MindHive Policy Guidelines are compatible with the Federal and State Government Social Media Policies.

  1.  Australian Capital Territory

  2. New South Wales

  3.  Northern Territory

  4.  Queensland

  5. South Australia

  6. Tasmania

  7. Victoria

  8. Western Australia  

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