Communication Flashcards
What is a message pyramid?
Key Message –> first proof –> second proof
Key Messages should be long-lasting and consistent statements, regardless of situation. They should create an environment and a belief system among your key audiences.
The two “proof layers” are proof points that back up the key message. The first proof point is a factual statement about the benefits of planning. The second proof point amplifies the first, using, e.g., “a startling statistic, an anecdote, an endorsement of planning from an allied group, or an amplification of the core statement.”
what is “Bridging”
Bridging is a technique that planners can use to reframe controversial issues, responding to opponents while also recasting how the issue is viewed. The trick is to use transitional phrases to stay on message when asked a question that could take you off topic.
using phrasing in a way that does not ignore what is being asked, but phrasing that pivots to get your key message across:
“People have said that, but the key thing to remember is…
“That’s an interesting point, but I think the bigger issue is…
“It is too early to talk about that, but we do know that…”
“That is a problem, but what we see as an even bigger issue is…”
“That is something we are looking into, but the thing we are focusing on the most is…”
Is social media part of the public record?
It depends on the state
What is the difference between “Diversity,” “Equity” and “Inclusion?”
Diversity: Presence of difference; numbers driven
Equity: Rectify inequities; values driven
Inclusion: Make people feel welcome/valued/included
What are two key attributes of inequity that work together?
Disproportionality: when the outcomes of a project or plan create or amplify disparities in only a part of a community.
Institutionalized inequity: systemic policies that are ignoring negative outcomes and disproportionate impacts, imbedded in the system.
Intersectionality
multidimensional forms of diversity can intersect.
When working with diverse communities, how should you find understanding?
asset-based rather than needs-based
Spectrum of Public Participation. What is it how is it different then Arnstein’s ladder?
the spectrum is laid out as a timeline of phases:
1. Inform: communicate the issues you plan to address: newsletters, flyers, open houses, websites
2. Consult: obtain feedback on alternatives to make an informed decision; public comments, public hearings, focus groups, surveys
3. Involve: ensure that public wants are understood and taken into consideration: open space meeting, workshops, polling
4. Collaborate: partner with the public in each aspect of planning: charrettes, citizen advisory committees, consensus building, participatory decision
5. Empower: support the aspirations of the public and contribute to the implementation of their plans: action teams, delegated responsibility, creation of non-profits, leadership development
what are some engagement barriers?
- Lack of knowledge
- Lack of transportation
- location
- meeting format and communication
- language and literacy
- meeting schedules
- costs (childcare, food, bus fare)
- trust
- relevance (what are people really interested in)
How do you evaluate outreach?
- Process evaluation
- outcomes - were people engaged?
- impacts. - causality
implicit Bias
stereotypes and subconscious biases
ripple effect mapping
after engagement process, when you look back, what were the key catalytic points
What is the difference between reactive and proactive interactions with the media?
Reactive is when a reporter calls to get your opinion. Planners should think about what information they want to impart.
Proactive is when planners have news they want to get out. APA suggests the need to proactively build relationships with reporters. Planners do not need to wait for reporters to call, they should cultivate media contact, issue press releases or writing letters to the editor, for example. The focus is on communicating the benefits and positive outcomes of planning.
Infographics are an important way for planners to communicate.
They should be concise, innovative, engaging and easy to understand.
What are the benefits of using social media to communicate?
Social media allows planners to communicate without a gatekeeper (like a newspaper editor) to increase public understanding of the planning profession, the American Planning Association, and the planner’s perspective on key issues. Opt for quality over quantity when selecting a platform. It’s a good idea to use multiple social media platforms (as well as traditional). Planners might join an existing conversation or start a new one.
Social media is now a must for planning communication.
How should planners navigate the first amendment issues presented by social media communication?
Navigating the associated First Amendment issues can be difficult, and although social media has been around for 10 years, there is a lack of case law about how to use social media for municipalities and public entities. One rule of thumb is that planners should not automatically delete a negative comment. They can however, screen comments that are obscene, personal or mean-spirited.
What are Sunshine Laws?
They require that meetings and decisions of regulatory authorities be publicly available.
Is a blog post, a tweet, or a facebook post a public record (requiring certain rules about noticing and records retention)?
Planners need to consult state and local regulations.
What are some demographic statistics planners should know regarding limitations on participants ability to engage?
They should know that about 27% of adults do not have broadband at home, and 9% of US residents (over the age of 5) have limited English. Another 19% can not read a newspaper (due to sight impairment and other reasons).
design charrette
is an intensive collaborative effort that brings together citizens, stakeholders, and staff to develop a detailed design plan for a specific area. A charrette may be held over one or more days. This is an effective technique for quickly developing consensus.
Typically, small groups are formed, with each group focusing on a design solution for an area. Each group has a facilitator who is usually a design professional. In many cases, the local chapter of the American Institute for Architects may be engaged to have members serve as facilitators. Note that charrettes are now being offered virtually, with significant success in terms of increasing the number of participants.
The Delphi Method
- Experts respond to questionnaires
- Receive feedback on results
- Reiterative process that reduces the range of responses
- Arrive at consensus
The Delphi Method, or Delphi Technique, is a structured process of public participation with the intent of coming to a consensus decision. The Delphi Method was created in 1944 for the U.S. Army Air Force (or by RAND in the 1950s). A panel of selected, informed citizens and stakeholders are asked to complete a series of questionnaires. The questions are typically written as hypotheses. After each round of questioning, feedback on the responses is presented to the group anonymously. Participants are encouraged to revise their answers based on the replies heard. Over time, the range of answers decreases and the group converges towards a single solution.
The Nominal Group Technique
The Nominal Group Technique is a group process involving problem identification, solution generation, and decision making that can be used for groups of any size that want to come to a decision by vote. The Nominal Group Technique allows for everyone’s opinions to be considered by starting with every group member sharing their ideas briefly. Someone creates a list of ideas. Duplicate solutions are deleted. Participants then rank the solutions. The rankings are then discussed, which can lead to further ideas or combinations of ideas. The solution with the highest ranking is selected.
Facilitation
Facilitation uses a person who does not have a direct stake in the outcome of a meeting to help groups that disagree work together to solve complex problems and come to a consensus. The facilitator is typically a volunteer from the community who is respected by all groups. In some cases, a professional facilitator is hired to assist in running the meeting.
Mediation
Mediation is a method in which a neutral third party facilitates discussion in a structured multi-stage process to help parties reach a satisfactory agreement. The mediator assists the parties in identifying and articulating their interests and priorities. The agreement typically specifies measurable, achievable, and realistic solutions. The final agreement is typically in writing. Mediation is a dispute-resolution process that is typically used to help resolve conflict without involving the court system.
