FranklinTn.gov has been recognized by Juggle as one of the top city government websites in the state of Tennessee. Below you'll find an interview with Milissa Reierson, Communications Manager, and Joshua Stauter, Webmaster for the City of Franklin.
- FranklinTN.gov is a top-notch web portal; what has been your role in its development?
We worked on the Web as a team approach. We had a web liaison from all 15 City Departments and also had a core team including the City’s Communication Manager, our Community outreach Specialist, IT Director and Web Master. The team worked with a web development firm that specializes in government sites to design and layout our new Website that was launched in January 2010.
- Can you summarize the history of Franklin’s web portal?
Franklin’s web site has been around since 1998, one of the first for a community of Franklin’s size. As the web developed over the years, we’ve put up meeting schedules, information for visitors, online services—and more. Today, all of our departments are represented, and if you can’t do or find what you’re seeking online, you can find out where to go for more information.
- From a marketing standpoint, what are some of the strategies that you have utilized to draw attention to the information and services provided by FranklinTN.gov, both on- and off-line?
We promote the Website in most every press release that goes out to the media. We also cross promote our Website through social media and link our fans or followers to items of interest.
- In what way has harnessing social media (Facebook, Twitter, etc.) allowed you to connect more directly and personally with the citizens of Franklin?
Franklin’s social media sites exploded during the recent historic floods that hit our area in May 2010. Our followers nearly tripled with citizens wanting up to the minute information on road closures, water shortages and rumor control. Since then we post almost every day with information about the City. We are now up to more than 2,050 fans and growing every day. The feedback has been phenomenal and the public input/feedback we get is important to City Government.
- How often do you update your "In the Spotlight" section on the site, and what information does it relay to citizens?
It depends on the news item we put in the spotlight, some require more time in this valuable real estate on the Web site, other items are up for just a day or two. We try to keep it fresh so visitors know we are updating the site frequently and there will always be something new to read about the City.
- Does the color scheme you chose for the site have any specific meaning in relation to the city of Franklin?
The City of Franklin has a rich history and we chose traditional colors rather than a more modern palette.
- What is the most-used feature or service on the site?
The number one thing visitors seek, believe it or not, is employment opportunities, followed by information about Franklin’s famous festivals and events. City services like bill payment and tax payment are quite popular as well. One of our best-loved features, however, isn’t even on the site—it’s our Facebook page!
- Where do you see e-government heading in the next 2-3 years? Are there any exciting new features or services currently in the works for Franklin’s web portal?
As citizens become more engaged on the web, it’s important for a government like Franklin to establish relationships with the community online. We’re continuing to develop our social media presence and putting more information out than ever before. Video is an especially hot topic for us right now, with several departments producing video series. We’ll also be expanding and developing our online maps and our financial reporting. There’s a wealth of public information in government that is only just beginning to get disseminated over the web.