Sparking Citizen Engagement with City Web Sites

Transcription

1 #IowaLeague2016 Sparking Citizen Engagement with City Web Sites Michelle O Reilly, Project Manager, Iowa Interactive, LLC Handouts and presentations are available through the event app and at ONLINE NOBODY S GOT TIME FOR THAT BENEFITS OF PROVIDING INFORMATION AND SERVICES ONLINE Staff and resources can be redirected to provide more value-added services Save money, time & resources paper process, mailing costs Examples: Maine Oklahoma 2 EMPATHY STATISTICS 3 1

2 EMPATHY STATISTICS The average page visit 30% will stop engaging if the content or layout is unattractive 39% will stop engaging if images won t load or take too long to load 65% of digital media comes from mobile usage 70% get frustrated when forced to handle government transactions in-person or by phone 1 in 5 adults in the U.S. have a disability UNDERSTAND OR RELATE TO SOMEONE ELSE S EMOTIONAL EXPERIENCE 4 GET STARTED METHODS DEVELOP YOUR PRODUCT Develop a plan Accessibility, security, navigation, design State of Iowa Web Design Standards Identify team roles and responsibilities Kick-off meeting Identify website requirements 5 GET STARTED METHODS CULTIVATE A USER EXPERIENCE 6 2

3 USER EXPERIENCE CONTENT WORDS, IMAGES AND MULTIMEDIA Reflect your organization s goals and user s needs Use plain-talk Define acronyms Be useful Fresh Be accessible (WCAG 2.0, W3C) Be consistent Be able to be found Define requirements for entire site 38% OF PEOPLE WILL STOP ENGAGING IF THE CONTENT/LAYOUT IS UNATTRACTIVE 7 WEBSITE STANDARDS SITE COMPONENTS About Page or Section Contact Page Search Page Titles - Accessibility FAQ Page or Section 8 WEBSITE STANDARDS DESIGN ELEMENTS Header Logo (link to home) Navigation primary and secondary Home Link Footer (contact link, policy link, copyright, plugins -Adobe acrobat if providing PDF forms on site) Professional design Avoid blinking text, hit counters, popup windows, handwriting fonts, overlystyled fonts and Easter eggs 9 3

4 WEBSITE STANDARDS LOOK AND FEEL Consistency Link styles Body text Recommend pixel or equivalent size, left or left-justified Browser compatibility Social media links Mobile-first Navigation current page clearly marked Page width avoid horizontal scrolling 10 WEBSITE STANDARDS CONTENT Online Services Descriptive link text Content format Link to documents or downloads Link behavior Link to top for long page File type indicator on file downloads 11 USER EXPERIENCE 2 PRIMARY NAVIGATION METHODS SEARCH VERSUS NAVIGATION F-shaped pattern SEARCH is standard 12 4

5 USER EXPERIENCE MOBILE-FIRST 13 USER EXPERIENCE MOBILE-FIRST EVERYBODY S DOING IT Why build mobile? Smartphone penetration is 79%, but among 18-to-34-year-olds, it s 93% Mobile-first framework: Single-page layout optimizes band-with Stackable content Prominent search Card-based displays = tap-friendly 14 SELF-SERVICE MODERN CIVIC ENGAGEMENT HELP CITIZENS HELP THEMSELVES Reduce Frustration ONLINE INTERACTIONS SAVE LOCAL GOVERNMENT MONEY- municipalities save $14 $35 for in-person customer service interactions Self-service examples: Paying utility bills, deposits, fees and fines online Youth league registrations and special events online Online data collection replacing paper forms Social Media - additional forms of modern civic engagement: Facebook, Twitter, Instagram, LinkedIn, YouTube, Pinterest and Google+ 15 5

6 SOCIAL MEDIA TIPS AND TACTICS Social media holds the power for both great opportunity and utter humiliation. Eyragon Eidam Facebook Twitter 16 FORWARD THINKING TRENDS 17 FORWARD THINKING TRENDS THE FUTURE OF egovernment Citizen and business-centric Online Services Growth Continued Data Analysis Virtual Reality Integration Digital Personal Assistants 18 6

7 SOURCES Website Accessibility: Why There s Still Work to be Done on Government Portals Julia McCandless (August 19, 2016) 5 Common Headaches on Government Websites Katherine Barrett & Richard Greene (August 18, 2016) Facebook Tips For Local Government Communicators David Brauhn Customer-First Thinking Helps Government Navigate the Changing Digital Landscape - Robert Knapp (August 10, 2016) Usability.gov Citizens Want Self-Service Solutions From State and Local Governments; Technology Can Help Rocky Ribeiro (August 2016) 17 Website and UX Design Statistics That Make the Case for Smarter Web Design Erik Devaney Iowa Department of Administrative Services - State of Iowa Web Design Standards Web Design Workgroup (February 2012) Surviving Social Media as Government Entity: Tips from the Pros Eyragon Eidam (August 18, 2016) Thou Shalt Tweet 15 Commandments for Government Agencies on Twitter (govtwit.com) 7 Tips to Engage and Multiply Your Municipality s Message Leslie Hetherington (February 2014) 19 CONCLUSION Discussion & Questions 20 7