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Denise Mercer
Macon-Bibb, GA
Customer Service Extraordinaire
Larry Laconi
SeeClickFix - Account Executive
Southeast
Communication Strategies - Making it Work Neighborhood by Neighborhood.
© SeeClickFix
Denise Mercer’s Journey to becoming
‘Ms. SeeClickFix’ in Macon-Bibb.
● City of Macon and Bibb County’s
Consolidation history in brief.
● The importance of Macon Bibb’s new
customer service being successful.
● When Macon met Bibb! 50,000 new
citizens overnight!
● “How Do You Eat an Elephant?”
© SeeClickFix
...One Bite at a Time!!
How do you get the word out on your fancy new app & service?
● You can’t do it alone, and you can’t do it from afar.
○ Connect your Neighborhood activists with each other
whenever and wherever possible.
○ Connect with your Neighborhood Watch Coordinator
○ Spend ‘some shoe leather’ on visiting your neighborhood
association meetings.
○ Offer training sessions to signup and/or use SeeClickFix.
○ Let your enthusiasm show.
○ Tattnall Park story in Macon-Bibb.
○ Leverage PSA resources if you have them available.
© SeeClickFix
Community Fitness - How to make a ‘Dr.’s Visit’ to the
neighborhoods that need it most.
● ‘History & Physical’
○ Strive to develop knowledge of each neighborhood’s local history.
○ Look for and list the neighborhood associations that meet at least
once a month. Share the list with folks in that neighborhood whenever
possible. Don’t hesitate to suggest starting a group if one does not
exist for that particular neighborhood.
○ For the neighborhoods that have meetings, try to visit each one at
least once a year. Bring a flyer on SeeClickFix and how to best use
the app and website.
○ Try to identify the best ‘conduits’ in each neighborhood. Those folks
who others see as local leaders and reach out to let them know about
SeeClickFix.
© SeeClickFix
Reaching out to the next generation…
● Your most active social media users are, of course, the younger demographics.
● Using New Haven as a model, look for areas with youth groups and create a
‘Pokemon Go’ type event. Walk a specific route and encourage them to submit
appropriate service requests.
● Offer small reward for the teen that earns the most SeeClickfix civic points in a
month, etc.
● Macon-Bibb G-CAP’s case study.
© SeeClickFix
Topics for Discussion:
● Discuss reasonable goals for connecting with your local neighborhood watch
groups & associations in the next 12 months…
● The First Six months - Be Reasonable with your
expectations. Select a department to start, or
re-engage, using SeeClickFix internally more.
● Make List of Incentives for your Internal usage
goals; department that submits the most service
requests, the department that closes/fixes the
most in a given time frame, etc.
● The Good, The Bad...Denise’s experience as Public Relations Specialist -
Customer Service Manager.

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Communication Strategies for Local Government

  • 1. Denise Mercer Macon-Bibb, GA Customer Service Extraordinaire Larry Laconi SeeClickFix - Account Executive Southeast Communication Strategies - Making it Work Neighborhood by Neighborhood.
  • 2. © SeeClickFix Denise Mercer’s Journey to becoming ‘Ms. SeeClickFix’ in Macon-Bibb. ● City of Macon and Bibb County’s Consolidation history in brief. ● The importance of Macon Bibb’s new customer service being successful. ● When Macon met Bibb! 50,000 new citizens overnight! ● “How Do You Eat an Elephant?”
  • 3. © SeeClickFix ...One Bite at a Time!! How do you get the word out on your fancy new app & service? ● You can’t do it alone, and you can’t do it from afar. ○ Connect your Neighborhood activists with each other whenever and wherever possible. ○ Connect with your Neighborhood Watch Coordinator ○ Spend ‘some shoe leather’ on visiting your neighborhood association meetings. ○ Offer training sessions to signup and/or use SeeClickFix. ○ Let your enthusiasm show. ○ Tattnall Park story in Macon-Bibb. ○ Leverage PSA resources if you have them available.
  • 4. © SeeClickFix Community Fitness - How to make a ‘Dr.’s Visit’ to the neighborhoods that need it most. ● ‘History & Physical’ ○ Strive to develop knowledge of each neighborhood’s local history. ○ Look for and list the neighborhood associations that meet at least once a month. Share the list with folks in that neighborhood whenever possible. Don’t hesitate to suggest starting a group if one does not exist for that particular neighborhood. ○ For the neighborhoods that have meetings, try to visit each one at least once a year. Bring a flyer on SeeClickFix and how to best use the app and website. ○ Try to identify the best ‘conduits’ in each neighborhood. Those folks who others see as local leaders and reach out to let them know about SeeClickFix.
  • 5. © SeeClickFix Reaching out to the next generation… ● Your most active social media users are, of course, the younger demographics. ● Using New Haven as a model, look for areas with youth groups and create a ‘Pokemon Go’ type event. Walk a specific route and encourage them to submit appropriate service requests. ● Offer small reward for the teen that earns the most SeeClickfix civic points in a month, etc. ● Macon-Bibb G-CAP’s case study.
  • 6. © SeeClickFix Topics for Discussion: ● Discuss reasonable goals for connecting with your local neighborhood watch groups & associations in the next 12 months… ● The First Six months - Be Reasonable with your expectations. Select a department to start, or re-engage, using SeeClickFix internally more. ● Make List of Incentives for your Internal usage goals; department that submits the most service requests, the department that closes/fixes the most in a given time frame, etc. ● The Good, The Bad...Denise’s experience as Public Relations Specialist - Customer Service Manager.