Communicating With Citizens via the City of Reno Website

633 views

Published on

Presentation delivered to City of Reno staff.

Published in: Technology, Design
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
633
On SlideShare
0
From Embeds
0
Number of Embeds
12
Actions
Shares
0
Downloads
6
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Communicating With Citizens via the City of Reno Website

  1. 1. Presented May 7, 2008 Communicate with Citizens Utilizing the City of Reno Website
  2. 2. www.cityofreno.com Topics Overview Data Since New Website Launch Top Requested Pages Know Your Audience Focus on Tasks How to Determine Citizen Tasks Help User Complete the Task Organizing Content Writing for the Web
  3. 3. www.cityofreno.com Overview • Data since new website launch Website Hits, July 2007-April 2008
  4. 4. www.cityofreno.com Overview • Data since new website launch Website Sessions, July 2007-April 2008
  5. 5. www.cityofreno.com Overview • Data since new website launch Website Pageviews, July 2007-April 2008
  6. 6. www.cityofreno.com Overview • Top Requested Pages (July 2007-April 2008) – Jobs & Recruitment – Job Listings – Special Events Calendar – City Calendar – Virtual Permit Place – PRCS
  7. 7. www.cityofreno.com Know Your Audience • 2006 Reno City Services Survey – 70% of respondents use the internet – 49% of those who use the internet had accessed the City of Reno website Note: 2006 Survey was conducted prior to launch of new website
  8. 8. www.cityofreno.com Know Your Audience • Reasons for visiting City website – 21% Obtain info about local events – 18% Obtain info from a specific office – 14% View job postings Note: 2006 Survey was conducted prior to launch of new website
  9. 9. www.cityofreno.com Focus on Tasks • Citizens visit the City of Reno website with a specific task in mind. • If our site does not help them complete that task, they will leave.
  10. 10. www.cityofreno.com Focus on Tasks • Learn what tasks are important to citizens – Listen to customer questions Where can I find information about …? Do I qualify for…? How do I…?
  11. 11. www.cityofreno.com Focus on Tasks • Learn what tasks are important to citizens – Review Reno Direct reports
  12. 12. www.cityofreno.com Focus on Tasks • Learn what tasks are important to citizens – Talk to customers • Ask what is most important to them • If your dept. sponsors an info booth at a public event, ask citizens what they’d like to see online. • Take every opportunity to talk to people about your department’s services & info on our website.
  13. 13. www.cityofreno.com Focus on Tasks • Help your user complete the task – Ask yourself… • Does each piece of info help people get from point A A to point B? B • After reading a page, can the user figure out what to do next? • Does certain info make task easier, or is it clutter? • If the visitor stumbles into the “middle” of a task, can they find their way back to the beginning?
  14. 14. www.cityofreno.com Focus on Tasks • Help your user complete the task – Walk in their shoes • Pretend you don't know anything about your dept., City structure, or the rules associated with the task. Then document each step your visitor needs to go through to get from start to finish. • If someone called and asked the same question, what would you tell them? How would you explain the process?
  15. 15. www.cityofreno.com Organizing Content • Organize content based on audience needs, not organizational structure • Use common elements • Don't duplicate existing content • Manage links • Apply metadata
  16. 16. www.cityofreno.com Writing for the Web • Websites are based on words. If our website is poorly written, we will not communicate effectively. • We do not want to waste the reader's time and provide poor customer service.
  17. 17. www.cityofreno.com Writing for the Web • Follow these guidelines – Write for a 6th grade level on main webpages and an 8th grade level on subpages. – Limit paragraphs to 4-6 lines & double-space in between. The more “white space”, the easier to read. – Use headings to separate groups of information – Pages should be scanable
  18. 18. www.cityofreno.com Writing for the Web • Follow these guidelines – Start with the conclusion. – Do not use “Click Here.” Instead, use descriptive words. – Websites don’t read like a book. Don’t assume user has read the preceding pages. – Always keep your pages in check with our Website Standards Handbook.
  19. 19. www.cityofreno.com Sources • WebContent.gov • City of Reno 2006 Citizen Satisfaction Survey • City of Reno Website Standards Handbook

×