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Engagement Interview

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by

Amos Stoltzfus

on 23 March 2015

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Transcript of Engagement Interview

Inclusive Engagement

Relationships are key- experience setting up advisory committee in Nepal
Storytelling- experience with Airport Rd rebranding in Santa Fe, using art as a way of bringing people together and expressing identity
Build with, not for- user research to identify needs/pain points, usability (Open Austin ex.)
Example of Nextdoor- democratizing neighborhood communications
Accessible language- translations as well as eliminating jargon
Data Story

Airport Rd example- ordinance to prohibit additional liquor sales in the area. Perception was that the neighborhood was flooded.
Used ESRI's business analyst software to develop a leakage/surplus report that used gross receipts sales and census data to show goods/services that attract consumers
Alcohol sales were lower than in comparable neighborhoods. Data showed that residents often left area to purchase these goods.
Internal Challenges to online engagement
Hauntingly similar to Kerry's description of the challenges associated with open data
Interviewed city councilors, council staff, planners to better understand how they interact with citizens
Inundated with citizen engagement through emails, phone calls, meetings, social media
Civic tech has focused on making it more convenient for citizens to engage with gov. Have not built tools to help staff/council make sense of what they are hearing
Lots of white noise in feedback
By creating tools for gov, we can increase the probability that citizen feedback will influence a decision

Streamline
Create efficiencies within gov to lay a foundation for engagement
Inform
Use to drive traffic
Social media
Gov delivery
Shareable content
Analytics to show what is working
Consult
SpeakUp
Engaging content
Fits into staff workflows
Promotion strategy
Create reports for decision-makers
Involve
SeeClickFix
Collaborate
Madison Project
Empower
PB
Onboarding
Granicus- totally revamped onboarding process
Moved from front-loading training to sequencing
Shifted focus from tool to strategy
Created resources to introduce tools to department leaders & council
Ongoing support
Monthly webinars
Sharing best practices
Questions
How do you see this role interacting with the community engagement consultant in Communications?

Kerry- What's the most significant lesson you've learned in our first year?

Angela- Why did you take this new position?

What excites you about going to work every day?
Transforming relationships between citizens and government
Citizens are able to meaningfully participate in ways that are comfortable for them
Gov have tools to analyze citizen participation and use that to inform their decisions
Accountability to ensure that citizen feedback influences decisions
Open Innovation
Open ideation and focused ideation
Bend Ore. regulating vacation rentals
Olympia, WA. locating new shareroads
Austin bikeshare
Includes components of what we typically consider "open innovation"- an open call to a large group for ideas to address a problem; process following the call isn't transparent
Within Granicus
CSAT response (cross-functional groups, transparent roadmap, design sprints, standups) > led to Granicus University
Bugsquash
Transparency Camp- unconference
Collaborative problem solving
Community health assessment workshop
Initial question: what health problems...
Record responses on index cards, attach to wall
Categorize responses with the group
Identify priorities- each person uses sticker to identify top priorities
Participants select issue they want to work on and together create an action plan
User Experience Research
SpeakUp Austin
What happens to input?
Aratus
Interviewed journalists, planners, developers, activists
What interests them? Geography, $, Regulation & Issue focused
Consult
Identify problem- SpeakUp too much work
Research- competitive landscape, interviews
Map out workflows
Create personas and user stories
Identify problems to solve
Build prototype
Usability testing
Build solution
Test
Release
Asset Based Community Development
3 levels of assets
Inside community/controlled by community
What is Austin already doing well?
Inside community/controlled outside
What are other orgs doing
Outside community/controlled outside
What's happening nationally/internationally?
Full transcript