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  • 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.
  • Other popular methods of delivering instantaneous
  • Other popular methods of delivering instantaneous

2012 fapa conference presentation   social media and planning 2012 fapa conference presentation social media and planning Presentation Transcript

  • 9.14.12
  • BEYOND THE CLOUD: HOW 21st CENTURY TECHNOLOGY EMPOWERS PLANNERS AND COMMUNITIESLori McWilliams, MMC, Village of TequestaSeth C. Behn, AICP, Lewis, Longman & Walker PASteve Miller, AICP, MindmixerDuncan Ross, AICP, Prosser HallockNilsa Zacarias, AICP, NZ Consultants
  • LoriMcWilliams, MMC, Village Clerk/PIO,Village of Tequesta
  • Tools for CommunityEngagement 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
  • Online Document Center  Provides instant documents on line  Agreements  Plans  AgendasReport a Concern  Provides ability to report a concern from the Village website or via an iPhone  Overgrown grass  Code violations  Right-of-way blockage
  •  Facebook  Events  New programs  Resident news  Links to media stories  Road closures YouTube  Media stories  Water conservation  Green Market
  • We have a “Comment” Now What????
  • Be ResponsiveAlways respond to questions and concerns in a timelymannerContent must remain up-to-dateAvailable 24/7Determine ahead of time who has responsibility tomaintain siteWho has authority to update
  • Implementation StrategyPlan a strategy – who are your customersCommit – “Engage your customers”Be AuthenticBe CurrentBe Social – “Expect to answer questions”Maintain QualityTailor Content to each SiteBe Interesting and EntertainingConsider TimingTrack Results NFPA’s top 10 Techniques for Utilizing Social Media
  • One size fits all … NOTThere 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 CUSTOMERThe right fit can help decrease staff workload by offeringeasily accessible information onlineImproved communicationsImproved customer service
  • Seth C. Behn, AICP,Lewis, Longman & Walker PA
  • SETH C. BEHN, AICPSr. Planner; Lewis, Longman & WalkerImmediate Past President, PBCPC
  • 2001 Website
  • 2009 Website
  • 2010 Website
  • 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.orgSETH C. BEHN, AICP sbehn@llw-law.comSr. Planner; Lewis, Longman & WalkerImmediate Past President, PBCPC
  • SteveMiller, 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 bypromoting community dialog online, ultimately leading tocommunity 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 ourschool district today, what would that be? ”Example Topic #3: “If you could make one improvement to yourchild’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 . . .
  • DuncanRoss, AICP, ProsserHallock
  • Managing CitizenEngagement Efforts
  • The ultimate moving target Increasing complexity of how people organize themselves online Citizen’s evolving expectations of government
  • Community Engagement is now a two-way street:
  • Public managers must take a leadership role in online engagement effortsEstablish a detailed scope, identify thetargetaudience, scenarios/tools, timeline/content map, responsibilities/follow-up withparticipants and how results/feedback willbe usedGet assistance from media/outreachprofessionals
  • Engagement Strategies & ConsiderationsCombine High Tech (Online) with High Touch(Face-to-Face)Must Proactively Recruit ParticipantsUncertain Legal Landscape for PublicEngagementUnderstand the Right Tools, Right Scenarios
  • Online Engagement Tools Which Scenario?
  • Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
  • Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
  • Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain Ideas IdeasMake DecisionsEducate Citizens
  • Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
  • Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
  • TransparencyKey to any organization’s reputationShow that you’re transparent, don’t justsay you are.You can’t go halfway.If organizations promise to be open theyhaveto stay open
  • Nilsa Zacarias, AICP,
  • How do consultants apply social media and web based technology to create marketingopportunities 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 marketingopportunities 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 BloggingPicassa/Instagram Facebook Dropbox Twitter / YouTube ShareFile GotoMeeting.com
  • Traditional Media Social Media Build Professional NetworkPrinting Material Brochures Access to Professional Reports ForumsConferences Facilitate Exchange ofWeb Site Information – Fast !E-mail / Phone CallFace-to-Face Market your Credentials and QualificationsMeetings Expand your Exposure
  • Social MediaLinkedInProfessionalNetworkingDiscussionGroups
  • Social Media
  • Social Media Links to useful information, ShareFacebook projects outcome, 72% said they use daily (Ohio State University) Instant updates from professionalTwitter networks, share links to articles, updates projects benchmarks, upcoming eventsYouTube 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 CloudInternet-enabled mobile device or connected computer Users are Not Responsible for Updates & Archives Users Can Access it Anywhere
  • Web Based Technology Customer relationship managementSalesforce (CRM) software & cloud computing "Contacts," "Reports," and "Accounts" Tracks all business opportunitiesDropbox/ Storage and send large files to clients,ShareFile/ and partners. Allows work fromYouSendIt anywhere across multiple devices. Share and collaborate instantly.Picassa/ Organize, edit, share and store yourInstagram photos
  • Web Based Technology Upload and shareSlideShare.com publicly or privately PowerPoint presentations, Word doc. /Adobe PDFGoToMeeting.com Web Conferencing, Online Meetings, Online training, Audio conferencing Web base phoneSkype calls, video calls, and conference calls
  • SMARTPHONES City and Regional Planning Ohio State University Survey 108 planners from across the United States96% either own a smartphone orplan to purchase one in the future Mobile applications (apps) increasing participation inlocal governance and planning
  • SMARTPHONESAPPLICATIONS
  • www.nzconsultants.net 561.758.2252