{"id":52372,"date":"2022-06-15T10:00:25","date_gmt":"2022-06-15T17:00:25","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52372"},"modified":"2022-12-30T05:14:29","modified_gmt":"2022-12-30T13:14:29","slug":"6-communications-best-practices-for-citizen-engagement","status":"publish","type":"post","link":"\/us\/en\/blog\/6-communications-best-practices-for-citizen-engagement\/","title":{"rendered":"6 communications best practices for citizen engagement"},"content":{"rendered":"<p><b><a id=\"Highlights\"><\/a>Highlights<\/b><\/p>\n<p><span style=\"font-weight: 400;\">The following key points on best practices for citizen engagement are discussed in this article:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Encourage, value, and use input from citizens<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Eliminate barriers, such as language and technology, which get in the way<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Establish citizen-friendly practices for meetings and events<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Share information openly and honestly<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Achieve regulatory compliance through equitable planning and communications practices<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Utilize a modern communications system to optimize cross-channel interaction<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc40 \u200a\ud83d\udc40Why do 56.7% of state and local agencies surveyed feel their citizen engagement and communications are very important? Grab our government research report to get the whole story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/state-local-government-communications-and-collaboration.pdf\" data-id=\"69dc807cc8070\" id=\"69dc807cc8070\">\n\t\t<button tabindex=\"on\"  on=\"tap:69dc807cc8070.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a\ud83d\udc40  Learn how the public sector is moving to cloud communications to better meet the expectations of the communities they serve.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02213\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get some answers\">Get some answers<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69dc807cc8070.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Citizen engagement involves interactions between government officials or agencies and the citizens they serve. In its best form, the engagement results from proactive outreach and communications strategies instead of reactive interactions with frustrated community members.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the modern era, citizen engagement has expanded to include more emphasis on equitable representation and service, including meeting regulatory standards in public service. The ultimate objective of positive, effective engagement is to achieve trust between governments and communities.<br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h2><b><a id=\"comms\"><\/a>6 communications best practices for citizen engagement<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The following is a look at some of the best communications practices to optimize your citizen engagement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3><b><a id=\"Invite\"><\/a>1. Invite, value, and use citizen input<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">To achieve and maintain citizen engagement, people must feel that the government represents their interests and values their input. The best way to demonstrate that you do have community interests at heart is to invite feedback proactively. Encourage people to share their ideas and input.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Offer direction on when, where, and how citizens can provide input. Listen attentively and acknowledge ideas that come in through digital channels. Tell the community when you enact initiatives derived from publicly sourced methods.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When people believe their thoughts matter, they are more likely to participate in public meetings and events and follow you on social media and other digital platforms.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h3><b><a id=\"Eliminate\"><\/a>2. Eliminate barriers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Identify barriers to engagement and eliminate them to the extent possible. In communities with a diverse population, language and translation services are often necessary to include everyone in the communication process.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Accessibility is another common barrier. The technology divide between lower-income and higher-income populations has long been a hurdle. However, many communities have been able to address the internet gap, or plan to, thanks to government funding from the American Rescue Plan Act and the Infrastructure Bill.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h3><b><a id=\"Establish\"><\/a>3. Establish citizen-friendly practices<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When planning meetings and events, prioritize convenience and accessibility for your citizens more than the preferences of your government officials. Hold the meetings in centralized locations with plenty of space to accommodate everyone who wants to attend.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Schedule meetings on regular days that do not compete with typical community events and activities that would get in the way. When possible, televise or broadcast meetings and events so people who cannot attend in person can still participate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Communicate details of events in as many places as possible to ensure everyone is made aware, and people get reminders across multiple channels. Public flyers, local press releases, your website, and social media are all popular communications methods. An email contact list is a consistent, reliable distribution method for all citizens who opt in.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h3><b><a id=\"Share\"><\/a>4. Share openly, honestly, and universally<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Engagement and trust are mutually inclusive. Over time, people will grow more or less comfortable interacting with the government based on how much they trust it. The following actions contribute to earning citizens&#8217; trust:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Share important items: <\/b><span style=\"font-weight: 400;\">Meeting minutes, community updates, news, and announcements are examples. Use all possible distribution methods to make these available, including public locations, social media, website, blog, interviews, press conferences, videos, and email.<\/span><\/li>\n<li><b>Be honest and transparent: <\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Some citizens view governments as secretive, covert operations. To overcome this perception, be as transparent as possible. Disclose buying procedures when granting contracts, share key planning details as soon as possible, and address concerns directly.<\/span><\/span><br \/>\n<h3><\/h3>\n<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52374\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/06\/interior-government.jpeg\" alt=\"Interior of a government building\" width=\"930\" height=\"635\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h3><b><a id=\"Achieve\"><\/a>5. Achieve 100 percent regulatory compliance<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In addition to the practical reasons for taking these steps for engagement, local governments have regulatory <a href=\"https:\/\/www.ringcentral.com\/trust-center\/compliance.html\"><strong>compliance<\/strong><\/a> to consider as well. Governments are required to communicate in ways that are equitable and non-discriminatory based on protected classifications, such as age, race, ethnicity, and gender.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Compliance includes plans for disseminating communication, as well as methods for documenting citizen ideas, input, and feedback. All plans and record-keeping procedures need to prioritize comprehensive, equitable engagement practices.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On December 13th, 2021, President Biden also issued an <\/span><a href=\"https:\/\/www.whitehouse.gov\/briefing-room\/presidential-actions\/2021\/12\/13\/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government\/#:~:text=Government%20must%20be%20held%20accountable,who%20have%20been%20historically%20underserved.\"><b>Executive Order<\/b><\/a><span style=\"font-weight: 400;\"> addressing the role of government in providing for the customer (citizen) experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"quote-text-break-point\">\n<p class=\"qute-text\">\u201cGovernment must be held accountable for designing and delivering services with a focus on the actual experience of the people whom it is meant to serve.\u00a0 Government must also work to deliver services more equitably and effectively, especially for those who have been historically underserved.\u201d<\/p>\n<p class=\"quote-text-author\">\u2014Executive Order, on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government<\/p>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><b><a id=\"Utilize\"><\/a>6. Utilize the best tech tools to engage a digital-centric community<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The importance of cross-channel communications is clear. The challenge for governments is usually how to do all of the things it wants to do with limited resources. This point applies to communications strategies as well.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Treating each communication method as a silo is inefficient. Instead, it is usually better to have a group dedicated to managing your communications function across all channels. This approach ensures consistency in your information and message and optimizes efficiency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A <a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/government-agencies.html\"><strong>unified communications system<\/strong><\/a> is a critical tech platform to enable this holistic communications strategy. It allows individual reps to manage interactions across all popular channels seamlessly. Inbound contacts from citizens are routed based on skill or need, and transfers to particular offices or agents are easy to facilitate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the unique access to ARPA and Infrastructure funding, many government agencies have seized the opportunity to prioritize IT projects such as upgrading their tech communications infrastructure.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h2><b><a id=\"Let\"><\/a>Let RingCentral streamline citizen engagement<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Many of the best practices described here only lead to optimum outcomes when you leverage the <\/span><b>best possible communications systems<\/b><span style=\"font-weight: 400;\">. Great technology empowers your agents and representatives to communicate effectively and efficiently.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral has a top cross-channel communications solution tailor-made for government agencies. It empowers your team to interact efficiently across all popular channels your community members want and expect. It offers skills-based call routing for citizens who may need language support or someone with particular skills or qualifications. It also offers advanced security features so you can earn trust by protecting the security and privacy of your citizens.<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/government-agencies.html?__mscta=3124_91946_3444\"><b>See our government solutions in action when you request a demo<\/b><\/a><b>.<\/b><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights The following key points on best practices for citizen engagement are discussed in this article: Encourage, value, and use input from citizens Eliminate barriers, such as language and technology, which get in the way Establish citizen-friendly practices for meetings and events Share information openly and honestly Achieve regulatory compliance through equitable planning and communications &#8230;<\/p>\n","protected":false},"author":29,"featured_media":52373,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43191],"tags":[43281,43280,10505],"class_list":["post-52372","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-government","tag-citizen-engagement","tag-citizen-outreach","tag-communications-strategy"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 communications best practices for citizen engagement | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Looking for some best practices your government agency should employ for citizen engagement? 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