The New Rules of Local Government Communication
Another Substack writer lays down the new laws of communicating
This little project exists on the Substack platform. That might be news to some of the folks here, because most of the readers to this newsletter simply just get the daily email at 11am every day and probably don’t even think about the platform that is used.
But, one of the great things about Substack, is that the platform is always working to create new ways in which writers and readers can interact with each other’s work. It was through scrolling some of the work of other substack writer’s that I found this piece by Ted Gioia, “The 6 New Rules of Communicating”.
In his work, Gioia offers a fascinating look at how public communication is evolving in today’s age. The author argues that we're moving away from formal, scripted speeches towards more conversational, spontaneous forms of dialogue. As I read through the Gioia’s article, I was immediately struck by something that is a constant, but underlying, theme of this work; local government is terrible at communicating.
Before we go head first in that idea, it’s probably better to discuss the ideas that Gioia put forward in his own writing.
Gioia starts by contrasting Socrates' plain-spoken defense at his trial with the polished rhetoric that was expected. He then fast-forwards to today, where he sees a similar preference for authentic, unscripted communication emerging. This change is driven by a growing distrust of "scripted" messaging and a desire for more genuine interactions.
The six new rules Gioia outlines are:
Seated conversations build more trust than standing speeches.
Speak with people, not at them.
Informal tones are more persuasive.
Conversations have more influence than speeches.
Spontaneous, personal communication feels more "real" than scripted messages.
Storytelling and off-the-cuff comments are more impactful than soundbites.
It doesn’t take a rocket scientist to understand that local government officials of all stripes should read this and take note in how they communicate. How many times have residents been to a public meeting and garnered the courage to ask questions, only to get a less than welcoming response?
Citizens coming up towards the podium ready to speak at public meetings, often fail to realize that they are entering a game where the non-player character now has some sense of personal agency; the nameless face in the crowd, now has something to share. In the back of the minds of too many public officials is the thought of, “What is this person going to say? How can we end this as quickly as possible.”
The responses we often get when we muster the courage to ask a question come across as cold lectures from our parents as if we were little kids. Or the answers we get don’t even address the question we asked. Too many times, citizens slink back to their chairs with the thought, “Was even coming here and saying something worth my time?” clearly in their mind.
In other words, there is rarely a desire for a two-way conversation, it’s more of a one-way monologue designed to make residents feel separated, lost and confused.
Social media is no better.
Back on October 26th, the City of Troy placed on their website an announcement that a recent study looking at improvements to the city’s pool was recently completed and placed on the city’s website.
It’s as plain as announcement as one can get. No one from the city took any time to talk about what the study meant, what was the timeline to implement any of the recommendations, or even what the study said.
The city just threw it out there — and then blew a gasket when a television station from Dayton decided to do a story on it.
Yelling at constituents (surprise, that is exactly what ALL CAPS imply) and declaring that residents are jumping to conclusions is not exactly a healthy way to start a conversational tone. Oh, and of course, this was a post that was placed on a public social media site that doesn’t allow comments from the public. Frankly, that should tell residents all they need to know about what the local government thinks about its residents.
And, no, the City of Troy is not the only local government guilty of poor communication. Last night, the Village of Casstown got into the act as it defended its decision to put in speed bumps on some of its streets.
Again, using all caps and calling individuals that have differing ideas “computer warriors” is no way to engender goodwill and grace among those whom local government is trying to serve, let alone persuade.
Residents and citizens inherently know whey they are being disrespected, either by elected officials or appointed bureaucrats, and that disrespect is most deeply felt in the way our government communicates with us.
And that is what makes this effort here at Civic Capacity - different. I have always tried to respect our readers and foster open conversations with civility, grace and understanding. The nuances of local government aren’t always easy to understand and many times residents have questions not to cast dispersions on the city or village hall, but just to understand what is happening in their hometown.
Yet, if I see things that I believe need addressing, that is going to happen. The days of “just trust us” are quickly coming to an end. The institutions that were once seen as keepers of the civic spirit are too often exposed as being incentivized by self-serving motives or being led by less than honest brokers.
I often get chided that I am not doing my part to tell the story of the good things that are happening. I certainly don’t see that to be the case. But, in reality, it’s not my job to blow the trumpet every time the local government does something good. If I am so inclined, I will. But, our local government has more than enough resources at hand to get their own stories out to their residents, they certainly don’t need my help.
Anyway, local government would be well served to begin to think about and think about the six principles outlined above. This shift aligns well with the principles of civic capacity building. It encourages more direct engagement between government and citizens, potentially leading to better understanding on both sides. Both sides of the communication equation, citizens and local governments, need to be prepared to communicate — to be willing to give and take and have a healthy and productive dialogue on the important decisions being made in the community.
Above all else, the shifts in communication style we are seeing are inevitable. For local governments, the key will be adapting to these changes while still fulfilling their core responsibilities of governance and public service. This might involve experimenting with new formats for public comment periods during meetings, investing in communication training for officials, using social media in a more responsive and responsible fashion and finding innovative ways to share information with residents.
Our present time presents both opportunities and challenges for local government. By embracing more conversational, spontaneous forms of communication, officials may be able to build stronger connections with their constituents and increase public engagement. As we move forward, the most successful local governments will likely be those that can adapt to these new rules of communication while still maintaining the integrity and effectiveness of their governance.
What Do You Think?
What do you believe are some ways our local government can communicate better? Our paid subscribers are more than welcome to leave their ideas and insights in the comment thread!
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great read today,