9.14.12
BEYOND THE CLOUD:    HOW 21st CENTURY TECHNOLOGY EMPOWERS         PLANNERS AND COMMUNITIESLori McWilliams, MMC, Village of...
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 contr...
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...
 Facebook     Events     New programs     Resident news     Links to media stories     Road closures YouTube   Med...
We have a “Comment”    Now What????
Be ResponsiveAlways respond to questions and concerns in a timelymannerContent must remain up-to-dateAvailable 24/7Determi...
Implementation StrategyPlan a strategy – who are your customersCommit – “Engage your customers”Be AuthenticBe CurrentBe So...
One size fits all … NOTThere is not one set solution for every environment  Determine your target audience  Don’t use MySp...
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, Lo...
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, ultimat...
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...
lessons learned:• Anonymous participation equals anonymous  quality• Topics as headlines• Receive, respond, reengage• New ...
lessons learned:• 140 characters or less• Not the forum for statistically valid input process• An engaged citizenry is wor...
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 ...
Community Engagement is  now a two-way street:
Public managers must take a  leadership role in online     engagement effortsEstablish a detailed scope, identify thetarge...
Engagement Strategies &      ConsiderationsCombine High Tech (Online) with High Touch(Face-to-Face)Must Proactively Recrui...
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 Cit...
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.I...
Nilsa Zacarias, AICP,
How do consultants apply social media and web based technology to create marketingopportunities and better serve their cli...
How do consultants apply social media and web based technology to create marketingopportunities and better serve their cli...
Web Base          Social Media Technology             LinkedIn  Sales Force           BloggingPicassa/Instagram      Faceb...
Traditional Media     Social Media                      Build Professional                      NetworkPrinting Material  ...
Social MediaLinkedInProfessionalNetworkingDiscussionGroups
Social Media
Social Media            Links to useful information, ShareFacebook    projects outcome, 72% said they use daily           ...
Web Based Technology      Applications Runs in the CloudInternet-enabled mobile device or connected                 comput...
Web Based Technology             Customer relationship managementSalesforce   (CRM) software & cloud computing            ...
Web Based Technology                  Upload and shareSlideShare.com    publicly or privately                  PowerPoint ...
SMARTPHONES  City and Regional Planning     Ohio State University   Survey 108 planners from   across the United States96%...
SMARTPHONESAPPLICATIONS
www.nzconsultants.net   561.758.2252
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
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
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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

    1. 1. 9.14.12
    2. 2. 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
    3. 3. LoriMcWilliams, MMC, Village Clerk/PIO,Village of Tequesta
    4. 4. Tools for CommunityEngagement in the New Age Tequesta’s Approach
    5. 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. 6. Tools to Enhance Public Access
    7. 7.  Email Distribution Bulletins  Road closures  Water main breaks  Infrastructure improvements  Annexation Updates
    8. 8. 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
    9. 9.  Facebook  Events  New programs  Resident news  Links to media stories  Road closures YouTube  Media stories  Water conservation  Green Market
    10. 10. We have a “Comment” Now What????
    11. 11. 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
    12. 12. 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
    13. 13. 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
    14. 14. Seth C. Behn, AICP,Lewis, Longman & Walker PA
    15. 15. SETH C. BEHN, AICPSr. Planner; Lewis, Longman & WalkerImmediate Past President, PBCPC
    16. 16. 2001 Website
    17. 17. 2009 Website
    18. 18. 2010 Website
    19. 19. Constant Contact Home Screen
    20. 20. Manage Contacts
    21. 21. Create an Email
    22. 22. Generate Newsletters
    23. 23. Create an Event
    24. 24. Accept RSVPs and Payment
    25. 25. Joint Societies Holiday Party
    26. 26. Keysfest
    27. 27. Create a Membership Dues “Event”
    28. 28. Direct Payment
    29. 29. Thank you! www.pbcplanningcongress.orgSETH C. BEHN, AICP sbehn@llw-law.comSr. Planner; Lewis, Longman & WalkerImmediate Past President, PBCPC
    30. 30. SteveMiller, AICP, Mindmixer
    31. 31. The Market Rationale for Online Engagement The Business of Creating Connected Communities
    32. 32. what we believe:We believe in building connected and contributing communities bypromoting community dialog online, ultimately leading tocommunity action offline.
    33. 33. 900 million people on facebook
    34. 34. 61.7%of U.S. residents over 14 on facebook
    35. 35. 53% of adults 65+ are active online…
    36. 36. 62% of low-income households have internet access in the home…
    37. 37. 88% U.S. households with texting capabilities
    38. 38. 75% 14-20 year olds who have their own cell phone 1 in 3 of them send more than 100 texts per day
    39. 39. 72% planners who use social media daily
    40. 40. 11.4% U.S. adults that attend a public meeting each year
    41. 41. 48%U.S. adults who have never attended a public meeting
    42. 42. why it works:• Convenient• Empowering• Receptive• Rewarding• Connected
    43. 43. 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? ”
    44. 44. lessons learned:• Anonymous participation equals anonymous quality• Topics as headlines• Receive, respond, reengage• New iPhone doesn’t equal more calls• Data-based decision making
    45. 45. 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
    46. 46. lessons from the crowd . . .
    47. 47. DuncanRoss, AICP, ProsserHallock
    48. 48. Managing CitizenEngagement Efforts
    49. 49. The ultimate moving target Increasing complexity of how people organize themselves online Citizen’s evolving expectations of government
    50. 50. Community Engagement is now a two-way street:
    51. 51. 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
    52. 52. 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
    53. 53. Online Engagement Tools Which Scenario?
    54. 54. Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
    55. 55. Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
    56. 56. Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain Ideas IdeasMake DecisionsEducate Citizens
    57. 57. Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
    58. 58. Engagement Scenarios & Online ToolsGather OpinionsCreate ConsensusObtain IdeasMake DecisionsEducate Citizens
    59. 59. 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
    60. 60. Nilsa Zacarias, AICP,
    61. 61. 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;
    62. 62. 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
    63. 63. Web Base Social Media Technology LinkedIn Sales Force BloggingPicassa/Instagram Facebook Dropbox Twitter / YouTube ShareFile GotoMeeting.com
    64. 64. 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
    65. 65. Social MediaLinkedInProfessionalNetworkingDiscussionGroups
    66. 66. Social Media
    67. 67. 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
    68. 68. 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
    69. 69. 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
    70. 70. 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
    71. 71. 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
    72. 72. SMARTPHONESAPPLICATIONS
    73. 73. www.nzconsultants.net 561.758.2252

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