2. BEYOND THE CLOUD:
HOW 21st CENTURY TECHNOLOGY EMPOWERS
PLANNERS AND COMMUNITIES
Lori McWilliams, MMC, Village of Tequesta
Seth C. Behn, AICP, Lewis, Longman & Walker PA
Steve Miller, AICP, Mindmixer
Duncan Ross, AICP, Prosser Hallock
Nilsa Zacarias, AICP, NZ Consultants
7. Email Distribution Bulletins
Road closures
Water main breaks
Infrastructure improvements
Annexation Updates
9. Online Document Center
Provides instant documents on line
Agreements
Plans
Agendas
Report a Concern
Provides ability to report a concern from the Village
website or via an iPhone
Overgrown grass
Code violations
Right-of-way blockage
12. Facebook
Events
New programs
Resident news
Links to media stories
Road closures
YouTube
Media stories
Water conservation
Green Market
15. Be Responsive
Always respond to questions and concerns in a timely
manner
Content must remain up-to-date
Available 24/7
Determine ahead of time who has responsibility to
maintain site
Who has authority to update
16. Implementation Strategy
Plan a strategy – who are your customers
Commit – “Engage your customers”
Be Authentic
Be Current
Be Social – “Expect to answer questions”
Maintain Quality
Tailor Content to each Site
Be Interesting and Entertaining
Consider Timing
Track Results NFPA’s top 10 Techniques for Utilizing Social Media
17. One size fits all … NOT
There is not one set solution for every environment
Determine your target audience
Don’t use MySpace (a musical venue) for Planning
What is your primary purpose?
Distribute information?
Provide accessible forms?
Find what works BEST for your CUSTOMER
The right fit can help decrease staff workload by offering
easily accessible information online
Improved communications
Improved customer service
37. The Market Rationale for
Online Engagement
The Business of Creating Connected Communities
38. what we believe:
We believe in building connected and contributing communities by
promoting community dialog online, ultimately leading to
community action offline.
49. content + context matters :
Example Topic #1:
“How can we improve the school district?
Example Topic #2:
“If you could make one improvement to our
school district today, what would that be? ”
Example Topic #3:
“If you could make one improvement to your
child’s lunch menu today, what would that be? ”
50. lessons learned:
• Anonymous participation equals anonymous
quality
• Topics as headlines
• Receive, respond, reengage
• New iPhone doesn’t equal more calls
• Data-based decision making
51. lessons learned:
• 140 characters or less
• Not the forum for statistically valid input process
• An engaged citizenry is worth $$$$$
• Politicians love it
• The old guard loves it too
66. Public managers must take a
leadership role in online
engagement efforts
Establish a detailed scope, identify the
target
audience, scenarios/tools, timeline/conte
nt map, responsibilities/follow-up with
participants and how results/feedback will
be used
Get assistance from media/outreach
professionals
67. Engagement Strategies &
Considerations
Combine High Tech (Online) with High Touch
(Face-to-Face)
Must Proactively Recruit Participants
Uncertain Legal Landscape for Public
Engagement
Understand the Right Tools, Right Scenarios
74. Transparency
Key to any organization’s reputation
Show that you’re transparent, don’t just
say you are.
You can’t go halfway.
If organizations promise to be open they
have
to stay open
77. How do consultants apply social media and
web based technology to create marketing
opportunities and better serve their clients?
Why?
To consult
Seek advice or information from;
Ask guidance from;
78. How do consultants apply social media and
web based technology to create marketing
opportunities and better serve their clients?
Consulting World
Understanding Social Media &
Web Base Technology
Key to providing state-of-the-art planning
services and information to clients
79. Web Base Social Media
Technology LinkedIn
Sales Force Blogging
Picassa/Instagram Facebook
Dropbox Twitter / YouTube
ShareFile GotoMeeting.com
80. Traditional Media Social Media
Build Professional
Network
Printing Material
Brochures Access to Professional
Reports Forums
Conferences
Facilitate Exchange of
Web Site Information – Fast !
E-mail / Phone Call
Face-to-Face Market your Credentials
and Qualifications
Meetings
Expand your Exposure
83. Social Media
Links to useful information, Share
Facebook projects outcome, 72% said they use daily
(Ohio State University)
Instant updates from professional
Twitter networks, share links to articles, updates
projects benchmarks, upcoming events
YouTube Allows to post and share videos of
workshops, training
material, permitting
procedures, meetings, etc.
Blogging Demonstrate expertise, share helpful
information, showcase success
stories, use key words in your blog post
84. Web Based Technology
Applications Runs in the Cloud
Internet-enabled mobile device or connected
computer
Users are Not Responsible for
Updates & Archives
Users Can Access it Anywhere
85. Web Based Technology
Customer relationship management
Salesforce (CRM) software & cloud computing
"Contacts," "Reports," and "Accounts"
Tracks all business opportunities
Dropbox/
Storage and send large files to clients,
ShareFile/ and partners. Allows work from
YouSendIt anywhere across multiple devices.
Share and collaborate instantly.
Picassa/ Organize, edit, share and store your
Instagram photos
86. Web Based Technology
Upload and share
SlideShare.com publicly or privately
PowerPoint
presentations, Word
doc. /Adobe PDF
GoToMeeting.com Web
Conferencing, Online
Meetings, Online
training, Audio
conferencing
Web base phone
Skype calls, video calls, and
conference calls
87. SMARTPHONES
City and Regional Planning
Ohio State University
Survey 108 planners from
across the United States
96% either own a smartphone or
plan to purchase one in the future
Mobile applications (apps)
increasing participation in
local governance and planning
The Village of Tequesta uses various online techniques to engage and communicate with our residents. Some of these tools are via our website and others are via “good old social media”.
Citizens have new expectations from their government They want to interact with government on their time, in the manner that they desire. They will expect to conduct business with their government in the same way they interact with their banks and retailers Having services and information available when they want it, wherever they want it and in whatever format they want.Study by The National Electronic Commerce Coordinating Council (2004)If your city does not have a social media presence – your message is lost to Generation Y. How are you going to reach them?You cannot afford to neglect this toolFor the most part – Social Media is FREETequesta did not always work hard to engage its residents. The website was cumbersome – difficult to locate pertinent information. Social media was not used - senior staff did not buy into it No online repository – everything done by hard copy research All concerns were reported via phone or snail mailWE HAVE COME A LONG WAY IN 5 YEARS! Here is our story…
The Village realizes most residents have exceptionally busy schedules and an 8-5 government presence does not work for them. As a result, over the past 5 years we have worked to create a wide variety of communications tools to engage our constituency. The Village just went through a new website redesign in an effort to better interact with our local community and visitors. We attempt to push information out on a daily basis Important information accessible on one page Items of interest – HOME PAGEElectronic Notifications – GovDeliveryFacebook / TwitterUp-to-DateDocument CenterReport a ConcernPayment Services
One popular method of engaging residents in our Village has been through the use of email notifications.GovdeliveryTypical questions to our office involve: How long will a road be closed What is the detour route How will XYZ improvements affect me What areas are being considered for annexation? When is the Green Market?
Other popular methods of delivering instantaneous
Here are some examples of documents that are found on our document center.
Here are some examples of documents that are found on our document center.