In the past week or so I've come across several discussions and articles relating to high tech options for community engagement. Most focus on the ability to use smart phone technology to generate real-time customer feedback, launch surveys, report safety or maintenance concerns or even hold virtual town hall meetings. I'd love to learn how agencies are using these technologies and more importantly, how they are being combined with customer service strategies. After all, no matter how much customer feedback is collected and how sophisticated the analytics -- none of really matters if there is no system to make improvements. Is there a training component in place to, not only use and understand the technology, but also to elevate program quality, customer service standards, communication strategies, etc. As a trainer in the park and recreation field I have seen many examples of agencies embarking on high-cost needs assessments without making sure that the basic customer service needs are being met.
I love the concept of open and ongoing communication, but am passionate about arming staff with the toolkit to address, answer, improve based on insights. A few of the recent companies that are jumping into the digital world of citizen engagement and feedback are MindMIxer, Textizen, Peak Democracy, Opiniator, and many more. At first glance I really like Opinator for its ability to forward comments to specific people. Because staff is stretched so thin, I like that it allows your park users to be an extension or your department. For example, a mom notices a playground safety issue. Mom can text the comment to a number displayed on your playground signage. That comment is directed to your playground safety specialist or maintenance supervisor. The problem can be addressed before there is an injury or incident.
Matthew Selbie, President and Founder at Opiniator explains that there are agencies using this technology in a number of ways -- for reporting potholes to the Department of Transportation and to surveying customers immediately following or, even during, an event or activity. The possibilities are limitless.
Here are some links to articles about the many communities that are using smartphone technology to connect with customers. Please comment and share what you know about these technologies so others can learn from your experiences.
- August 9, 2013
Marin Independent Journal
Sausalito creates online forum for residents - June 21, 2013
Marin Scope
Sausalito launches new online forum - May 31, 2013
Morgan Hill Times
City launches Open Town Hall forum - March 5, 2013
Redwood Times
County launches online discussion forum Open Humboldt - March 1, 2013
Aspen Times
Ideas abound for future use of Aspen museum space - January 9, 2013
mercuryNews.com
Walnut Creek takes online civic discussion plunge - December 1, 2012
Record Courier
Deadline Monday for county budget challenge - November 30, 2012
MercuryNews.com
Fremont launches online forum to encourage civic participation - August 31, 2012
This is Reno
Washoe County hosting online forum through Peak Democracy - August 15, 2012
Ann Arbor.com
Want to give your opinion to Ann Arbor officials? Skip meeting and try new virtual town hall forum - August 12, 2012
The Salt Lake Tribune
Salt Lake County unveils new “Public Forum” for resident input - July 17, 2012
San Ramon Express
San Ramon opts in to new social media outlets - April 4, 2012
Delray Beach SunSentinal.com
Online forum designed to amplify residents' voice - April 1, 2012
Salt Lake City Weekly
Best E-Government Award: Salt Lake City Government - December 23, 2011
Silicon Valley Mercury News
What do you love about Santa Clara? First city online forum wants to know - October 21, 2011
Your Germantown
Tell Germantown what you think - August 21, 2011
Examiner.com - Salt Lake City
Critical issues for Sugar House residents reflected on Open City Hall - June 15, 2011
PRWEB
Juggle Gives Alpharetta, Georgia Top Local Government Website Award for Its Top-Notch Online Resources - May 25, 2011
WCNC.com Charlotte NC
City of Rock Hill launches online public forum - February 8, 2011
Berkeleyside
Berkeleyans add to West Berkeley debate in novel forum - October 29, 2010
Ashland Daily Tidings
City Tests Internet Comment Option - July 31, 2010
Sugar House Examiner
Salt Lake City implements supplemental communication procedure - December 1, 2009
ICMA PM Magazine
Power of Technology - December 1, 2009
Decatur Focus
Open City Hall Pilot a Success - December 2, 2008
Decatur eLIFE Magazine
Growing Decatur: The Next Steps - November 11, 2008
Atlanta Journal-Constitution
Decatur: Internet used to connect locals - June 2, 2008
National Public Radio - Jefferson Exchange
Expanding Civic Dialog Beyond the Usual Suspects
