Denise Mercer Macon-Bibb, GACustomer Service Extraordinaire

Larry LaconiSeeClickFix - Account Executive

Southeast

Communication Strategies - Making it Work Neighborhood by Neighborhood.

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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?”

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...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.

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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.

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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.

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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.