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9.14.12
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
Lori
McWilliams, MMC, Villa
ge Clerk/PIO,
Village of Tequesta
Tools for Community
Engagement in the New
          Age
    Tequesta’s Approach
If you don’t harness the
     power of these
 communication outlets
      Someone else will –
AND you may not be able to control
          the content
Tools to Enhance Public
         Access
 Email Distribution Bulletins
   Road closures
   Water main breaks
   Infrastructure improvements
   Annexation Updates
2012 fapa conference presentation   social media and planning
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
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
 Facebook
     Events
     New programs
     Resident news
     Links to media stories
     Road closures
 YouTube
   Media stories
   Water conservation
   Green Market
2012 fapa conference presentation   social media and planning
We have a “Comment”
    Now What????
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
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
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
2012 fapa conference presentation   social media and planning
Seth C. Behn, AICP,
Lewis, Longman & Walker PA
SETH C. BEHN, AICP
Sr. Planner; Lewis, Longman & Walker
Immediate Past President, PBCPC
2001 Website
2009 Website
2010 Website
2012 fapa conference presentation   social media and planning
Constant Contact Home
       Screen
Manage Contacts
Create an Email
Generate Newsletters
Create an Event
Accept RSVPs and Payment
Joint Societies Holiday Party
Keysfest
Create a Membership
    Dues “Event”
Direct Payment
Thank you!




       www.pbcplanningcongress.org

SETH C. BEHN, AICP                     sbehn@llw-law.com
Sr. Planner; Lewis, Longman & Walker
Immediate Past President, PBCPC
Steve
Miller, AICP, Mindmixer
The Market Rationale for
  Online Engagement
  The Business of Creating Connected Communities
what we believe:
We believe in building connected and contributing communities by
promoting community dialog online, ultimately leading to
community action offline.
900
  million people on facebook
61.7%
of U.S. residents over 14 on facebook
53%
 of adults 65+ are active online…
62%
 of low-income households have
   internet access in the home…
88%
 U.S. households with texting
                 capabilities
75%
 14-20 year olds who have
      their own cell phone

 1 in 3 of them send more
    than 100 texts per day
72%
  planners who use social
                   media
                    daily
11.4%
 U.S. adults that attend a public
              meeting each year
48%
U.S. adults who have never attended
                   a public meeting
why it works:

• Convenient

• Empowering

• Receptive

• Rewarding

• Connected
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? ”
lessons learned:

• Anonymous participation equals anonymous
  quality

• Topics as headlines

• Receive, respond, reengage

• New iPhone doesn’t equal more calls

• Data-based decision making
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
lessons from the crowd . . .
2012 fapa conference presentation   social media and planning
Duncan
Ross, AICP, Prosser
Hallock
Managing Citizen
Engagement Efforts
The ultimate moving target
 Increasing complexity of how people
 organize themselves online
 Citizen’s evolving expectations of
 government
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
2012 fapa conference presentation   social media and planning
Community Engagement is
  now a two-way street:
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
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
Online Engagement Tools
    Which Scenario?
Engagement Scenarios &
        Online Tools


Gather Opinions
Create Consensus
Obtain Ideas
Make Decisions
Educate Citizens
Engagement Scenarios
        & Online Tools


Gather Opinions
Create Consensus
Obtain Ideas
Make Decisions
Educate Citizens
Engagement Scenarios
        & Online Tools


Gather Opinions
Create Consensus
Obtain Ideas
       Ideas
Make Decisions
Educate Citizens
Engagement Scenarios &
        Online Tools


Gather Opinions
Create Consensus
Obtain Ideas
Make Decisions
Educate Citizens
Engagement Scenarios &
        Online Tools


Gather Opinions
Create Consensus
Obtain Ideas
Make Decisions
Educate Citizens
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
2012 fapa conference presentation   social media and planning
Nilsa Zacarias, AICP,
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;
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
Web Base          Social Media
 Technology             LinkedIn
  Sales Force           Blogging
Picassa/Instagram      Facebook
    Dropbox         Twitter / YouTube
    ShareFile       GotoMeeting.com
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
Social Media

LinkedIn

Professional
Networking

Discussion
Groups
Social Media
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
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
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
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
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
SMARTPHONES
APPLICATIONS
www.nzconsultants.net

   561.758.2252

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2012 fapa conference presentation social media and planning

  • 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
  • 3. Lori McWilliams, MMC, Villa ge Clerk/PIO, Village of Tequesta
  • 4. Tools for Community Engagement in the New Age Tequesta’s Approach
  • 5. If you don’t harness the power of these communication outlets Someone else will – AND you may not be able to control the content
  • 6. Tools to Enhance Public Access
  • 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
  • 14. We have a “Comment” Now What????
  • 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
  • 19. Seth C. Behn, AICP, Lewis, Longman & Walker PA
  • 20. SETH C. BEHN, AICP Sr. Planner; Lewis, Longman & Walker Immediate Past President, PBCPC
  • 30. Accept RSVPs and Payment
  • 33. Create a Membership Dues “Event”
  • 35. Thank you! www.pbcplanningcongress.org SETH C. BEHN, AICP sbehn@llw-law.com Sr. Planner; Lewis, Longman & Walker Immediate Past President, PBCPC
  • 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.
  • 39. 900 million people on facebook
  • 40. 61.7% of U.S. residents over 14 on facebook
  • 41. 53% of adults 65+ are active online…
  • 42. 62% of low-income households have internet access in the home…
  • 43. 88% U.S. households with texting capabilities
  • 44. 75% 14-20 year olds who have their own cell phone 1 in 3 of them send more than 100 texts per day
  • 45. 72% planners who use social media daily
  • 46. 11.4% U.S. adults that attend a public meeting each year
  • 47. 48% U.S. adults who have never attended a public meeting
  • 48. why it works: • Convenient • Empowering • Receptive • Rewarding • Connected
  • 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
  • 52. lessons from the crowd . . .
  • 56. The ultimate moving target Increasing complexity of how people organize themselves online Citizen’s evolving expectations of government
  • 65. Community Engagement is now a two-way street:
  • 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
  • 68. Online Engagement Tools Which Scenario?
  • 69. Engagement Scenarios & Online Tools Gather Opinions Create Consensus Obtain Ideas Make Decisions Educate Citizens
  • 70. Engagement Scenarios & Online Tools Gather Opinions Create Consensus Obtain Ideas Make Decisions Educate Citizens
  • 71. Engagement Scenarios & Online Tools Gather Opinions Create Consensus Obtain Ideas Ideas Make Decisions Educate Citizens
  • 72. Engagement Scenarios & Online Tools Gather Opinions Create Consensus Obtain Ideas Make Decisions Educate Citizens
  • 73. Engagement Scenarios & Online Tools Gather Opinions Create Consensus Obtain Ideas Make Decisions Educate Citizens
  • 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
  • 89. www.nzconsultants.net 561.758.2252

Notas del editor

  1. 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”.
  2. 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…
  3. 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
  4. 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?
  5. Other popular methods of delivering instantaneous
  6. Here are some examples of documents that are found on our document center.
  7. Here are some examples of documents that are found on our document center.
  8. Other popular methods of delivering instantaneous
  9. Other popular methods of delivering instantaneous