1. Telling Chandler’s Story #tellingyourstory ACMA 2015 Summer Conference July 22, 2015 Nachie Marquez, Assistant City Manager City of Chandler

2. Philosophy and Mission  Provide open, honest and timely communication  Use communications technology that is “state of the art” yet sensible  Provide useful municipal information that helps foster community pride

3. Our Clients Include:  Residents  Mayor & Council  City Manager’s Office  City Departments  Employees  News Media  Business Community  Civic Groups  Other Local Governments  Regional Associations

4. What We Do  Public information  Develop and shape a comprehensive image of Chandler working closely with all City departments  Protect the City “Brand”

5. What We Do  Assist City departments with “all things communications”  City contact for citizens to resolve concerns and issues  Communicate news and events to City employees

6. What We Do  Provide internal graphic design services and support to all City Departments  Administer the Graphic Standards Guidelines

7. How Does Info Get Shared: With Employees  A variety of tools are used to get information disseminated effectively to employees. They include: – Chanweb - Intranet – Quicklook, the weekly employee newsletter – Wallpaper – Other approaches: Information Exchanges, Citywide emails for critical information, Manager’s Messages

8. How Does Info Get Shared: With Council  Information is shared with Council in a variety of ways, including: – Council Orientation – Council 1-on-1’s – Telephone Calls – Text Messages – E-mail – Weekly Memos and Packets

12. How Does Info Get Shared: With Residents  Chandleraz.gov  Neighborhoods Web pages  On-Hold Message  Special Event Hotline  CityScope Newstetter  Chandler Channel 11  Neighborhood Programs Newsletter  Mayor’s Youth Academy

13. How Does Info Get Shared: With Residents  News releases  Mayor’s Announcements  Mayor/Council TV shows  Media Alerts  E-Newsletters  Registered Neighborhood List  City Services Academy  Budget Connect  Public Meetings  Open Houses

15. 10 Creative (and inexpensive) Communication Ideas  Idea No. 1: Brighten employees' days and keep them informed with a new wallpaper on their desktop each day with a photo or a message  Idea No. 2: Give residents direct access to a person with a Citizen Assistance Info Line where they will get a live person who is willing to help.

16. 10 Creative Communication Ideas  Idea No. 3: Help employees help themselves with a "Find It Fast" page on the Intranet that highlights what residents are calling about and who can help - it's a one-stop internal Web site for employees to reference information.  Idea No. 4: Highlight key messages from the City Manager with multimedia. Use streaming video on Intranet (Chanweb) to inform employees of important City projects, activities and happenings.

18. 10 Creative Communication Ideas  Idea No. 5: The Communications Team takes the "show on the road" to educate and inform other departments about the services provided by the department. The Communications Road Map outlines the department’s services. This is a "leave behind" document for reference.  Idea No. 6: Protect your brand with a Graphic Standards Manual. It helps employees understand the importance of your logo and the proper usage for various needs, i.e., letterhead, business cards, vehicle signage, promotional items, etc.

20. 10 Creative Communication Ideas  Idea No. 7: Encourage employees to visit the Intranet site by providing a service, such as an online marketplace (Bulletin Board) - it's a hit!  Idea No. 8: Let residents know what City facilities and amenities are in their neighborhood using GIS technology (InfoMap) as well as information about their respective neighborhoods.

22. 10 Creative Communication Ideas  Idea No. 9: Inform residents by e-newsletter subscriptions on hot community topics, such as road construction.  Idea No. 10: Have contests to drum up some fun among employees (last day of Summer Dress Code contest and/or Wallpaper).

23. Thank You! Questions?

24. 24 Social Media Best Practices Driving the Two-Way Street of Community Engagement Timothy Tait, Ed.D. (@ttait) Communications Director Arizona Department of Transportation July 22, 2015

25. 25 Why Social Media? Connect with constituents Deliver a message Build an audience Engage a population

26. 26 You Have a Captive Audience Two billion people use social media 74% of U.S. adults use social media 92% of U.S. teens are online daily Source: Pew Research Center, January-April 2015

27. 27 Best Practices for Maximum Success Establish rules of engagement Integrate multiple platforms Engage in two-way communication Be creative … have fun … be human

28. 28 Best Practice: Rules of Engagement Maintain a Social Media Policy

29. 29 Best Practice: Integrate Multiple Platforms Utilize the platforms that reach your audience

30. 30 Best Practice: Two-Way Communication Engage your audience

31. 31 ADOT and Facebook Travel alertsMeeting noticesClosures & restrictions

32. 32 ADOT and Facebook VideosADOT Blog promotionSafety campaigns

33. 33 ADOT and Facebook Customer Service

34. 34 ADOT and Twitter (@ArizonaDOT) Photos Tell the Story

35. 35 ADOT and Twitter (@ArizonaDOT) Customer Service

36. 36 Public Engagement  1,817 #HaboobHaiku-tagged tweets from June 10-17, 2012  450+ original haikus submitted on Twitter  Tweets from Reuters, Associated Press Travel, The Arizona Republic #HaboobHaiku

37. 37 National and International Media Coverage  Generated more than 600 media stories  Coverage included CNN, MSNBC, Fox News, BBC, NPR, The New York Times, The Washington Post, Chicago Tribune #HaboobHaiku

38. 38 ADOT and YouTube

39. 39 ADOT and Flickr

40. 40 ADOT Blog Current ProjectsFrom the Archives

41. 41 Best Practice: Be Creative … Have Fun Play with sasquatches

42. 42 Best Practice: Be Creative … Have Fun

43. 43 Capture Your Audience … and Don’t Let Go

44. 44 Best Practices for Maximum Success Establish rules of engagement Integrate multiple platforms Engage in two-way communication Be creative … have fun … be human

45. 45 Social Media Best Practices Driving the Two-Way Street of Community Engagement Timothy Tait, Ed.D. (@ttait) Communications Director Arizona Department of Transportation ttait@azdot.gov :: 602.712.7070