Share best practices, tips & tricks and discuss digital communication as it applies to your daily government lives.
Reach more people and get those people to take action.
Transforming the Citizen Experience
May 9, 2016 at 3:51 pm #256654
At GovDelivery’s 9th Annual Digital Communications Summit, we explored the idea of transforming the citizen experience. How do you meet citizens’ rising demands? How do you provide integrated citizen experiences across platforms? How do you use data to better improve messaging and reach more users with relevant information? It’s not just about digital communications, its about transforming the citizen experience as well.
These are all questions that agencies ask themselves as they pursue better citizen service. Digital engagement and citizen experience go hand in hand. Digital engagement is about how you connect people with your agency. GovDelivery’s Digital Outreach and Engagement Guide focuses on how to build connections, nurture relationships through engagement and grow your audience to take actions that improves their lives.
Here are the tips to improve your digital engagement.
In today’s government, organizations are focused on building dynamic and engaging digital platforms to offer great service to visitors. “To accomplish this, government organizations leverage their websites as portals to attract visitors and convert them to subscribers of digital information,” stated GovDelivery’s guide. Giving visitors multiple chances to sign up by grabbing their attention with overlays or clearly positioned buttons, such as email subscriptions or social media icons, is a good way to increase subscribers. Subscribers are how you can tell you are increasing your engagement. The more subscribers you gain show you how much you have grown and how much more you have to engage with your audience.
You can’t forget about your existing subscribers. You already have a relationship with them and don’t want to forget about them as you pursue new subscribers. “As your organization evolves and grows their digital communications program, different departments and groups may set up new distribution lists,” explains GovDelivery’s guide. Send out weekly or monthly messages to subscribers and let them know what’s going on.
Now you have a long list of existing and new subscribers and you are sending out all these messages but you aren’t getting the reach you want? Encourage your subscribers to share your message with their friends and family by adding a social media ‘share’ button and email forwarding functionality to your messages, advised the guide.
While doing so, remember that everything you do should improve your citizen experience. There’s a continuous stream of information your agency is trying to get to the public. But despite that large amount of information, you don’t want to overwhelm the citizen. “Offering different frequency options allows them the opportunity to select how frequently they should be contacted,” said the guide.
There are so many other great tips to learn about in the guide. Remembering that digital engagement has a direct affect on citizen experience will help you improve both.
To learn more about digital communication, join GovDelivery at the 2016 Digital Communications Workshop on May 12, 2016.
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