Page 30 - GCN, Jun/July 2016

SERVING THE CITIZEN
CREATE A CONSTITUENT CONVERSATION
Truly engaging citizens requires an active and continuing dialog.
PATRICK SMITH
CEO, ENVOLVEMEDIA
W HAT CAN GOVERNMENT agencies do to create a more
engaged citizenry? Any agency struggles with separation from its citizens. This is partially
by design, but is also symptomatic of a lack of connectedness. We the people are partially to blame, as our “elect ‘em and forget ‘em” attitude is far too common. So what would that engaged citizenship look like? How
can we achieve what I’ll call a constituent conversation?
At its core a conversation is the exchange of ideas, opinions, observations or senti- ments. This definition could expand to include a real-time component. While an ongoing conversation can be an exchange of written communications, the truly effective conversation is made through the active and continuing dialog.
Two hundred and forty years ago, when our government was just getting started, a conversation required presence. You had
to be there to be part of the dialog. Today we can leverage technologies to create a virtual presence, but we still face challenges. Here are some best practices for creating an effective virtual constituent conversation:
Practice 1: You have to go mobile. If
you expect to reach a large percent of the population, you must include a mobile device connection point. While the 2013 U.S. Census reported nearly 75 percent
of Americans have some form of internet access, a Pew Research Center American Trends Panel survey indicates 15 percent
of Americans use smartphones as their primary means of online access, and this trend shows no signs of stopping. It’s much higher for constituents younger than 30. Any successful conversation outreach must ensure the mobile experience is as engaging as a computer-based experience.
Practice 2: There must be a dialog. A con- versation is an exchange and requires a fair amount of listening. The technologies must facilitate that exchange. This should help engaged citizens voice their opinions,
ask questions, receive feedback and follow-up. While a one-to-many broadcast can be infor- mative, our representatives need to hear the observations and concerns of the people they represent. This virtual conversation must pro- vide both sides the opportunity to persuade.
“Representatives must acknowledge feedback, explain decision making factors and the next steps in the process.”
Practice 3: Follow-up after the conversation is critical. In most conversations, parties want to know we are heard and our opinions considered—especially if the outcome is contrary to our position. Representatives must acknowledge feedback, explain decision making factors and the next steps in the process. Explaining the timeline and next steps continues the dialog. Scheduling additional discussions at critical milestones brings the citizenry into the continuing process of governance.
Our representatives are faced with balancing competing priorities and must make trade-
offs every day. Our government is based on compromise. There will always be wide ranging opinions and priorities. No one can meet all individual expectations, but opening a virtual conversation gives the people a voice. The people must also do their part and engage in the conversation so our voice is also heard.
Patrick Smith is CEO of Envolvemedia.
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