9.14.12

BEYOND THE CLOUD:

HOW 21st CENTURY TECHNOLOGY EMPOWERS

PLANNERS AND COMMUNITIES

Lori McWilliams, MMC, Village of Tequesta

Seth C. Behn, AICP, Lewis, Longman & Walker PA

Steve Miller, AICP, Mindmixer

Duncan Ross, AICP, Prosser Hallock

Nilsa Zacarias, AICP, NZ Consultants

Lori

McWilliams, MMC, Villa

ge Clerk/PIO,

Village of Tequesta

Tequesta’s Approach

Tools for Community

Engagement in the New

Age

Someone else will –

AND you may not be able to control

the content

If you don’t harness the

power of these

communication outlets

Tools to Enhance Public

Access

Email Distribution BulletinsRoad closuresWater main breaks Infrastructure improvements

Annexation Updates

Online Document Center Provides instant documents on line Agreements Plans Agendas

Report a Concern Provides ability to report a concern from the Village

website or via an iPhone Overgrown grass Code violations Right-of-way blockage

Facebook Events

New programs

Resident news

Links to media stories

Road closures

YouTube Media stories

Water conservation

Green Market

Now What????

We have a “Comment”

Always respond to questions and concerns in a timely

manner

Content must remain up-to-date

Available 24/7

Determine ahead of time who has responsibility to

maintain site

Who has authority to update

Be Responsive

Plan a strategy – who are your customers

Commit – “Engage your customers”

Be Authentic

Be Current

Be Social – “Expect to answer questions”

Maintain Quality

Tailor Content to each Site

Be Interesting and Entertaining

Consider Timing

Track Results NFPA’s top 10 Techniques for Utilizing Social Media

Implementation Strategy

There 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 CUSTOMER

The right fit can help decrease staff workload by offering

easily accessible information online

Improved communications

Improved customer service

One size fits all … NOT

Seth C. Behn, AICP,

Lewis, Longman & Walker PA

SETH C. BEHN, AICP

Sr. Planner; Lewis, Longman & Walker

Immediate 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

www.pbcplanningcongress.org

Thank you!

SETH C. BEHN, AICP sbehn@llw-law.com

Sr. Planner; Lewis, Longman & Walker

Immediate Past President, PBCPC

Steve

Miller, 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 by

promoting community dialog online, ultimately leading to

community action offline.

900million 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 make one improvement to our

school district today, what would that be? ”

Example Topic #3:

“If you could make one improvement to your

child’s lunch menu today, what would that be? ”

lessons learned:

• Anonymous participation equals anonymous

quality

• Topics as headlines

• Receive, respond, reengage

• New iPhone doesn’t equal more calls

• Data-based decision making

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

lessons from the crowd . . .

Duncan

Ross, AICP, Prosser

Hallock

Managing Citizen

Engagement Efforts

The ultimate moving target

Increasing complexity of how people

organize themselves online

Citizen’s evolving expectations of

government

Community Engagement is

now a two-way street:

Public managers must take a

leadership role in online

engagement efforts

Establish a detailed scope, identify the

target

audience, scenarios/tools, timeline/conte

nt map, responsibilities/follow-up with

participants and how results/feedback will

be used

Get assistance from media/outreach

professionals

Engagement Strategies &

Considerations

Combine High Tech (Online) with High Touch

(Face-to-Face)

Must Proactively Recruit Participants

Uncertain Legal Landscape for Public

Engagement

Understand the Right Tools, Right Scenarios

Online Engagement Tools

Which Scenario?

Create Consensus

Obtain Ideas

Make Decisions

Educate Citizens

Engagement Scenarios &

Online Tools

Gather Opinions

Engagement Scenarios

& Online Tools

Gather Opinions

Obtain Ideas

Make Decisions

Educate Citizens

Create Consensus

Gather Opinions

Create Consensus

Obtain Ideas

Make Decisions

Educate Citizens

Engagement Scenarios

& Online Tools

Obtain Ideas

Gather Opinions

Create Consensus

Obtain Ideas

Educate Citizens

Make Decisions

Engagement Scenarios &

Online Tools

Gather Opinions

Create Consensus

Obtain Ideas

Make Decisions

Educate Citizens

Engagement Scenarios &

Online Tools

Transparency

Key to any organization’s reputation

Show that you’re transparent, don’t just

say you are.

You can’t go halfway.

If organizations promise to be open they

have

to stay open

Nilsa Zacarias, AICP,

How do consultants apply social media and

web based technology to create marketing

opportunities and better serve their clients?

To consult

Seek advice or information from;

Ask guidance from;

Why?

How do consultants apply social media and

web based technology to create marketing

opportunities 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

Social Media

LinkedIn

Blogging

Facebook

Twitter / YouTube

GotoMeeting.com

Web Base Technology

Sales Force

Picassa/Instagram

Dropbox

ShareFile

Social MediaTraditional Media

Printing Material

Brochures

Reports

Conferences

Web Site

E-mail / Phone Call

Face-to-Face

Meetings

Build Professional

Network

Access to Professional

Forums

Facilitate Exchange of

Information – Fast !

Market your Credentials

and Qualifications

Expand your Exposure

Social Media

LinkedIn

Professional

Networking

Discussion

Groups

Social Media

Social Media

Facebook

Twitter

YouTube

Blogging

Links to useful information, Share

projects outcome, 72% said they use daily

(Ohio State University)

Instant updates from professional

networks, share links to articles, updates

projects benchmarks, upcoming events

Allows to post and share videos of

workshops, training

material, permitting

procedures, meetings, etc.

Demonstrate expertise, share helpful

information, showcase success

stories, use key words in your blog post

Web Based TechnologyApplications Runs in the Cloud

Internet-enabled mobile device or connected

computer

Users are Not Responsible for

Updates & Archives

Users Can Access it Anywhere

Web Based Technology

Salesforce

Dropbox/

ShareFile/

YouSendIt

Picassa/

Instagram

Customer relationship management

(CRM) software & cloud computing

"Contacts," "Reports," and "Accounts"

Tracks all business opportunities

Storage and send large files to clients,

and partners. Allows work from

anywhere across multiple devices.

Share and collaborate instantly.

Organize, edit, share and store your

photos

Web Based Technology

SlideShare.com

GoToMeeting.com

Skype

Upload and share

publicly or privately

PowerPoint

presentations, Word

doc. /Adobe PDF

Web

Conferencing, Online

Meetings, Online

training, Audio

conferencing Web base phone

calls, video calls, and

conference calls

SMARTPHONESCity and Regional Planning

Ohio State University

Survey 108 planners from

across the United States

Mobile applications (apps)

increasing participation in

local governance and planning

96% either own a smartphone or

plan to purchase one in the future

SMARTPHONES

APPLICATIONS

www.nzconsultants.net

561.758.2252