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Governments Are Taking a Page from Commercial Businesses to Improve Community Engagement

Tuesday, September 18th, 2012

When a government prepares for a natural disaster its on-going communication strategy is put to the test. It has to notify people of an evacuation plan, where there is food and water, and communicate with its emergency teams. Recently, Australia experienced a number of natural disasters that exposed the inadequacy of its alert system. This has served as a wake-up call to many countries in the APAC region, and governments are taking a page from businesses to change its communications model. So, can this be achieved?

Today, like business in the private sector, there are disparate departments across government agencies that make it difficult to convey messages internally and to the community at large. It’s like going to the library and checking out a book, but the librarian having no knowledge that you also owe for outstanding parking fines because the billing department hadn’t made them aware of this detail, or wasting thousands of dollars by notifying everyone of a new senior citizen facility when really only the senior citizens themselves cared about knowing. To solve these challenges, government agencies need to adopt a customer relationship management strategy (CRM) that focuses on multi-channel communications to increase the speed at which they can engage with the community.


Penn State

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