There’s No Going Back: What Forward Looks Like in Public Engagement

There’s been a fundamental shift propelled by the pandemic: work-from-home and shelter-in-place has turned our audiences into customers. They have become used to instant response, day-of delivery and full transparency; and these consumers are spending up to 16 hours per day online, which means everyone has a ready megaphone in their laptop or mobile device, and time to share opinions on just about anything. By learning to focus on Citizen Experience (CX), we will find the new touchpoints where we can reach and interact with communities.

In this 30-minute session, CEO Nora Madonick and Director of Digital Strategy Rachel Adler of Arch Street Communications (ASC) will explain the role of CX in public engagement and approaches that work for what comes next: mapping the customer journey to find touchpoints; planning hybrid events that deliver a shared experience to all audiences, in-person and online; and integrating digital tools that improve information delivery to engage audiences in civic planning. A combination of presentation, interactive tools and Q&A will deliver practical, implementable ideas you can put to work in your next project.