The website itself plays no role in
Posted: Sat Jan 18, 2025 10:14 am
An important step towards the future in analogy with commercial services is to not only look at these tasks at website level, but separately from channels. But also not to isolate the tasks: look at them in the perspective of your target group. Look at the whole story.
The homepage of Tilburg.nl
The homepage of Tilburg.nl is focused on micro-tasks that I hardly recognize. For example, if I want to start a company, do I actually want to 'make an appointment'? I don't want to 'report a move' but I am moving to Tilburg. My story is different than Tilburg thinks.
It is a pity that many municipalities, water boards and provinces do not yet include that story in their online communication. There is a huge opportunity to better connect with your target group and the context of your 'customers'. Many governments seem to be going in the opposite direction: away from context and stories to separate details. The top tasks approach encourages that.
In general, commerce tries to break away and take you by the hand in what you find important. That makes it easier for your target group. For example, if the municipality of Tilburg were to start from my story ("I want to move to Tilburg"), they would be able to offer me relevant information more easily and thus ensure that I follow the correct procedures and perform actions.
Triodos does not limit itself to tasks ('Make an appointment'). As a resident, I would also like to be helped in this way by a municipality, water board or province.
Triodos does not limit itself to tasks, there is simply more to it than 'reporting changes'. As a resident, I would also like to be helped in this way by a municipality, water board or province.
More than just service
Another important step is to see online communication as broader than online services. Isn't the government more than a counter? Municipalities, provinces, water boards and the State also perform other tasks: developing policy and (having it) implemented, to name a few.
On its website, the municipality of Tilburg describes what it wants to achieve. this; in that case, other forms of online communication may be used.
On its website, the municipality of Tilburg describes what it wants to achieve. ukraine mobile phone number list The website itself plays no role in this (see the homepage above); for these ambitions, other forms of online communication will hopefully be used.
Governments become an 'online facilitator'
I will give an example of this. Many governments implement policies based on self-reliance and initiative of the citizen. Call it a participation society, call it a do-democracy. This can mean that governments, for example a municipality, facilitate citizens to be active themselves and even take over tasks. You then become an 'online facilitator'. In this way, you can help parents to match supply and demand in youth care themselves, together with other parents. There are more examples of how online communication can help the municipality to carry out its tasks. The (online) communication department of municipalities will have to learn and apply this art increasingly better.
No channel, bigger stories, online communication as a policy instrument. There is still a lot to think about on these subjects. Do you have good examples, of vision or of implementation? I would love to hear them.
Photo intro courtesy of Fotolia.
The homepage of Tilburg.nl
The homepage of Tilburg.nl is focused on micro-tasks that I hardly recognize. For example, if I want to start a company, do I actually want to 'make an appointment'? I don't want to 'report a move' but I am moving to Tilburg. My story is different than Tilburg thinks.
It is a pity that many municipalities, water boards and provinces do not yet include that story in their online communication. There is a huge opportunity to better connect with your target group and the context of your 'customers'. Many governments seem to be going in the opposite direction: away from context and stories to separate details. The top tasks approach encourages that.
In general, commerce tries to break away and take you by the hand in what you find important. That makes it easier for your target group. For example, if the municipality of Tilburg were to start from my story ("I want to move to Tilburg"), they would be able to offer me relevant information more easily and thus ensure that I follow the correct procedures and perform actions.
Triodos does not limit itself to tasks ('Make an appointment'). As a resident, I would also like to be helped in this way by a municipality, water board or province.
Triodos does not limit itself to tasks, there is simply more to it than 'reporting changes'. As a resident, I would also like to be helped in this way by a municipality, water board or province.
More than just service
Another important step is to see online communication as broader than online services. Isn't the government more than a counter? Municipalities, provinces, water boards and the State also perform other tasks: developing policy and (having it) implemented, to name a few.
On its website, the municipality of Tilburg describes what it wants to achieve. this; in that case, other forms of online communication may be used.
On its website, the municipality of Tilburg describes what it wants to achieve. ukraine mobile phone number list The website itself plays no role in this (see the homepage above); for these ambitions, other forms of online communication will hopefully be used.
Governments become an 'online facilitator'
I will give an example of this. Many governments implement policies based on self-reliance and initiative of the citizen. Call it a participation society, call it a do-democracy. This can mean that governments, for example a municipality, facilitate citizens to be active themselves and even take over tasks. You then become an 'online facilitator'. In this way, you can help parents to match supply and demand in youth care themselves, together with other parents. There are more examples of how online communication can help the municipality to carry out its tasks. The (online) communication department of municipalities will have to learn and apply this art increasingly better.
No channel, bigger stories, online communication as a policy instrument. There is still a lot to think about on these subjects. Do you have good examples, of vision or of implementation? I would love to hear them.
Photo intro courtesy of Fotolia.