Kempsey Shire Council’s award winning, cost effective ideas on communication were selected to be featured at the national Local Government Public Relations and Communication Conference held in Wollongong in February this year. General Manager, Allan Burgess, said that the response from other Councils to the session had been extremely positive.
“Our Public Relations Manager has fielded several requests from Councils for ideas which could enhance their existing communication strategies or help them to prepare a strategy document for the first time,” Allan Burgess said.
In recent years, Kempsey Shire has made a commitment to improving the communication process with both internal and external customers.
“Instead of developing a stand alone communication strategy, we took the unusual step of preparing a plan which combined communication, customer service, public relations and corporate image,” he said. “For each strategy, key performance indicators were determined, timeframes specified, actions outlined and responsible staff members identified. Everyone has a clear understanding of the role they have to play in the communication process.”
As well as using traditional methods for communicating a range of information to external customers, such as advertising, media releases, newsletters, the website, workshops, radio programs and brochures, Kempsey Council has been seeking feedback through annual surveys and using the gathered data to assist with forward planning.
“Importantly, the results of the surveys are shared with the community, and the actions taken as a consequence of these results are reported back to them so that they are aware their ideas are valued,” Allan Burgess said. “In addition, we developed a corporate identity to build awareness in the community of Council’s services and facilities. The colours – blue, burgundy and cream – are now featured on Council owned buildings, signage and corporate stationery.”
Internally, surveys showed that members of staff valued effective communication in the workplace. A monthly staff newsletter, team meetings tied to specific timeframes, training, access to email and the Internet and a newly developed intranet provide staff with a diverse range of information in an easy to access format. Staff members are also involved in sharing their expertise and honing their research skills by participating in regular Process Improvement Teams, resulting in benefits to themselves, other staff members and the organisation.
For further information contact Kempsey Shire on (02) 6566 3200 or email ksc@kempsey.nsw.gov.au
