Presented May 7, 2008

Communicate with CitizensUtilizing the City of Reno Website

www.cityofreno.com

Topics

OverviewData Since New Website LaunchTop Requested Pages

Know Your Audience

Focus on TasksHow to Determine Citizen TasksHelp User Complete the Task

Organizing Content

Writing for the Web

www.cityofreno.com

Overview

• Data since new website launch

Website Hits, July 2007-April 2008

www.cityofreno.com

Overview

• Data since new website launch

Website Sessions, July 2007-April 2008

www.cityofreno.com

Overview

• Data since new website launch

Website Pageviews, July 2007-April 2008

www.cityofreno.com

Overview

• Top Requested Pages (July 2007-April 2008)

– Jobs & Recruitment– Job Listings– Special Events Calendar– City Calendar– Virtual Permit Place– PRCS

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

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

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.

www.cityofreno.com

Focus on Tasks

• Learn what tasks are important to citizens

– Listen to customer questionsWhere can I find information about …? Do I qualify for…? How do I…?

www.cityofreno.com

Focus on Tasks

• Learn what tasks are important to citizens

– Review Reno Direct reports

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.

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 to point 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?

A B

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?

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

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.

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

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.

www.cityofreno.com

Sources• WebContent.gov• City of Reno 2006 Citizen Satisfaction Survey• City of Reno Website Standards Handbook