www.intelliware.comHow does your website stack up to otheronline destinations that your citizens visit?
www.intelliware.comRegardless of the size of your municipality, agreat online experience makes good businesssense.
www.intelliware.comThe following are the top 10 best practices forbuilding a community website
www.intelliware.com1. Provide self service options• Cut customer service overhead while improving service• Implement easy-to-use online services and serve yourcommunity around the clock at a lower cost
www.intelliware.com2. Comply with Accessibility legislation• Removing barriers for people with disabilities is the law• Public sector websites must be WCAG / AODA compliant• Offer text alternatives, make your site readable, keyboardaccessible and compatible with assistive technology
www.intelliware.com3. Optimize for mobile• 22 million Canadians have a mobile device (comScore 2012)• Anytime, anywhere access to your website is no longeroptional• Don’t make your mobile strategy an afterthought• A well thought-out plan will control costs and deliver thehighest value to the most people
www.intelliware.com4. Be social• Social media is a critical communications channel today• Integrate social media with your website and you’ll send astrong, positive message that you’re willing to engage in two-way dialogue with your citizens
www.intelliware.com5. Employ user experience best practices• Make sure it’s easy for people to find the information they need• If you get it wrong, visitors will get frustrated and won’t comeback• Get it right and you’ll have deeper engagement, strongersatisfaction, higher productivity and reduced service calls9
www.intelliware.com6. Create a high-impact design• Encourage people to visit you – both online and in person• Make a great first impression to drive tourism dollars• Showcase all your community has to offer with high-impactdesign and clear communications10
www.intelliware.com7. Take advantage of e-Commerce, m-Commerce• People demand service 24/7/365• Electronic payments enable municipalities to provide higherquality service at a lower cost11
www.intelliware.com8. Measure and test• Personal opinion shouldn’t be the driver in influencing designand future iterations of your website• Keep metrics and analytics top of mind as you build your site• This allows you to really understand what’s working and whereyou can improve12
www.intelliware.com9. Think through navigation carefully• Clear navigation and information architecture provide thebackbone of an effective website• Present content in a meaningful, intuitive way• Consider your audiences and cater to their specific needs13
www.intelliware.com10. Showcase your brand and content consistently• A clear identity is important for promoting your municipality’seconomic, cultural or historical value• Over time, your website may have evolved inconsistently• When redesigning your site, review all content to avoid duplicationand ensure a consistent tone and manner• Most of all, be sure to keep it up to date and current14