The document discusses how Americans' internet and mobile device usage has rapidly increased, with people now accessing the internet wirelessly and through smartphones at high rates. It notes that government transportation departments need to recognize that the public is increasingly mobile and expects information to be available to them on the go. Departments should ensure their websites are mobile-friendly, use social media and apps to engage the public, and focus on accountability, responsiveness, and creativity in their communications strategies to reach travelers wherever they are.

1. Why hitting a moving target matters …
Lloyd D. Brown, Director of Communications
Wisconsin DOT Social Media Peer Exchange
November 3, 2011

2. Here’s what we’ll cover:
 Your “customers”
have gone mobile
 What does that mean
for DOTs?
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3.  78% of American adults
(ages 18 and older) use
the internet
 Just 54% of disabled
report using internet
 Income and race play a
role in internet usage
Source: http://pewinternet.org/Static-Pages/Trend-Data/Whos-Online.aspx
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4.  66% of
American
adults use
broadband
connections at
home
 59% of
American
adults connect
to the Internet
wirelessly Source: http://www.pewinternet.org/Reports/2010/Generations-
2010/Introduction/Wireless-use.aspx
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5. American ownership:
 Cell phones - 85%
 Netbooks/laptops - 56%
 E-readers - 12%
 Tablet computers - 8%
Source: http://pewinternet.org/Infographics/2011/Generations-and-gadgets.aspx
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6. Since 2009, laptop
computers have out
sold desktops
Source:
http://www.pewinternet.org/Static-
Pages/Trend-Data/Device-
Ownership.aspx
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7.  90% of Americans live
in a house with at least
one cell phone.
 97% of Millennials (18-
34) own a cell phone
 68% of 66-74 year olds
 48% of those over 75
Source: http://www.pewinternet.org/Reports/2011/Generations-and-gadgets/Report/Cell-phones.aspx
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8.  Among cell phone
owners, 29% have
downloaded apps to their
phone and 13% have paid
to download apps.
 “An apps culture is clearly
emerging among some cell
phone users, particularly
men and young adults.”
- Kristen Purcell, Associate Director for Research
at the Pew Internet Project.
Source: http://pewinternet.org/Reports/2010/The-Rise-of-Apps-Culture.aspx
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9.  35% of adults own a SMART PHONE!
 25% say it’s their primary way of accessing the
internet
Source: http://www.pewinternet.org/Reports/2011/Smartphones.aspx
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10.  New York Times:
“Other cultural forces
aside, minorities, lower-
income households and
younger adults access
the Internet at higher
rates on mobile devices
Photo by Ed Yourdon
because they often do
not have computers at
home.”
Source:
http://www.nytimes.com/2010/08/02/technology/02drill.html?
_r=1
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11.  Your customers
are mobile and
moving.
 They will expect
you to be, too.
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12.  Still need a message that
beaks through the
information clutter
 Accuracy and timeliness of
information remain critical
concerns for communication
teams
 New tools do not replace but
instead complement old
tactics. That means more
pressure on communication
teams to manage more tools
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13. Your formal
decision-
making
process –
NEPA – does
not provide
for the use of
these new
technologies
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14.  Consider your customers’ expectations. Keep
doing the basics well.
 Be available: Is the web site easy to access? What
about a mobile app?
 Be responsive: Are there internal processes in
place to handle questions or to pass along
information?
 Be creative: Are there opportunities to engage
the public in new ways?
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15.  The public is moving, no longer limited by time or
space.
 The new technologies bring with them old
challenges … and, new opportunities
 Focus on a core communications program that
includes:
 Accountability
 Responsiveness
 Creativity
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16. Contact:
Lloyd D. Brown, Director of Communications
American Association of State Highway and Transportation Officials
(202) 624-5802 office
(202) 907-3434 cell
lbrown@aashto.org
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