BestPracticesforOnlinePublic ConsultationintheProperty DevelopmentIndustry

Preparedby: MaureenMendoza|August31,2012

TableofContents
1.Introduction..3 2.PublicConsultationinthePropertyDevelopmentIndustry...5 FluidRolesofIndustryProponents..5
PermitSeekers5 AgendaSetters5 PublicRelationsManagers.5 TrustBuilders5 Competitors..6 Collaborators...6

NeedsofIndustryProponentsforPublicConsultation..6
MeetingDevelopmentPermitRequirements.6 GatheringDataThatGuidesEvidenceBasedDecisionMaking.6 StrategicTargetingOfandNotificationToCommunityResidents.7 HavingCostEffectiveProjectManagement&Consultation..7 HavingaSenseofConsultationControl.7 MeetingProjectDeadlines..7 NegotiatingandPracticingBalancedConsultation8 KnowingWhoTheyConsultWith8 PublicUnderstanding..8

3.AdoptingOnlineTechnologiesBarriers&Constraints.9 ContextBarriers..9
CitizenBacklash&Controversy...9 MeetingSpecificTimelines...............9 AssuringConsultationGuidesDecisionMaking.10 ProponentAvoidance..10 ManagingInformationDelivery10 InterculturalParticipation&AccessibilityBarriers.10 LackofStandardizeOnlineConsultationsPractices10 IncreasingandPromotingAuthenticConsultation..11 AchievingStatisticalSignificance.11 ComplementingExistingMethods..11 AbuseofOnlineConsultation.11 EaseofAdoptionandUse.12 ConcernoverSecurity&Moderation.12 EasyReporting..12 GoingBeyondSocialMedia....12 AdoptingOnline/OfflinePromotionBestPractices.12

MethodBarriers..11

4. BestPracticesAdoptingOnlineConsultation13
AddOnlineConsultationAsPartofAToolkit&EngagementPlan..13 AchieveGeographicSpecificity.............................13 StayCompetitive...................................................13 StartEarly.............................................................14 FindFit&DetermineScale...............................................................15 DetermineVerification.............................................................................15 Communicate:TellYourStory,FosterConversations,Respond...............14 PrioritizeModeration...............................................................................15 IntegrateWithCommunicationOutreach................................................15 ProvideNecessaryContacts&Documentation........................................15 Innovate....................................................................................................16 InvestinTraining......................................................................................16 EstablishInternalStandardization............................................................16 ChoosePlatformsWithExistingConsultationReach................................16 ConsiderCost............................................................................................17 ManageExpectations&ConsultationResponsibilities........................................17 SeekIndustryAdoption.............................................................................17 IntegratewithExistingTechnologies.......................................................17 FinditEasier,NotHarder.........................................................................18 ManageExpertiseBias...18

ConcludingRemarks..19

Acknowledgements......19 Appendix1BestPracticesForPromotingyourTopic..20 Appendix2ConsultationContacts...21

1. Introduction
Forthoseinthepropertydevelopmentindustry,publicconsultationcanbeperceivedasmore aboutholdingconsultationasarequirementameanstoanendofadevelopmentpermit and/orprojectdesignprocessratherthanaddressingpublicskepticism,fosteringinclusion,and developingtransparency.Increasingly,moreattentionandcriticismisgiventoadevelopments lackofpublicengagementthantheactualconsultationfeedbackitselfandhowitmayguide development.Indeed,onalargerscale,robustpublicengagementatalllevelsgenerally,andin thepropertydevelopmentindustryinspecific,canbeseenasanindicatorofdemocratic legitimacy. Thisreportwaswrittenasaresultofmeetingwiththirtytwocompanieswithintheproperty developmentindustry.Theyincludedplanningandenvironmentalconsultants,consulting engineers,architects,anddevelopers.Themaingoalofthesemeetings,conductedbetween JuneAugust2012,wastodiscusscurrentpracticesofonlineengagementandintroduce PlaceSpeak,alocationbasedonlineconsultationplatformdevelopedinMetroVancouver. Conversationswithindustryproponentsbroughtintofocuspastchallengesofadoptingonline consultationmethods,currentinitiativesbeingexploredaswellasfuturedirectionsofthe industrywithrespecttoonlineconsultation.Thesemeetingshighlightedhesitationsand concernswithonlineconsultationbutalsoopportunitiesforandwillingnesstoexperimentwith onlineengagementingeneralandthepotentialforusingPlaceSpeakinspecific. Thegoalofthisqualitativelybasedreportisthreefold.First,todiscusstheclimateofpublic consultationwithinthepropertydevelopmentindustry,itsspecificneedsrelativetoother consultationproponents,andhowonlineconsultationmaymeetthosedemands.Second,this reportaimstooutlineparticularbarrierstoadoptingonlineconsultationandspecific opportunitiesthattheindustrycanwelcomeinordertoadoptonlineconsultationasmethodof citizenengagement.Lastly,thisreportrecommendsspecificwaysinwhichtheproperty developmentindustrycansupport,adopt,andsustainonlineconsultationintotheircurrent andfutureworkinlightofPlaceSpeak. Overall,thisreportcontributestoagreaterdiscussionofthechangingcharacterandqualityof onlineconsultation,andofferstheopenchallengeandinvitationforproponentsintheproperty developmentindustrytoimprovecivicparticipationthroughtechnologicalinnovationand creativity. ThisreportisaresultofafourmonthlonginternshipwithPlaceSpeak,ageosocialonline consultationplatformdevelopedbyNewCityVenturesaspartoftheMITACSResearch AccelerateInternshipProgramandaspartofcourserequirementswiththeSchoolof CommunityandRegionalPlanningattheUniversityofBritishColumbia.

2. PublicConsultationinthePropertyDevelopmentIndustry
Meetingwithprincipalarchitectsandlandscapearchitects,consultingengineersproject managers,planningconsultants,businessdevelopmentdirectors,andcommunityliaisons acrossthepropertydevelopmentindustry,itisimportanttooutlineandunderstandhowonline consultationfitsintothecontextoftheindustry.Thisinvolvesunderstandingthespecificneeds androlesoftheindustryasitrelatestopublicconsultationandhowtheperceptionofthose rolesaffectsconsultation.

FluidRolesofIndustryProponents

1. DevelopmentPermit&AreaAmendmentSeekers Workingwithintheframeworkoftheapprovalprocessfordevelopmentpermitsand/or rezoningisamajorfocusforindustryproponents,specificallydevelopers,butnotexcluding planningandenvironmentalconsultants,planners,architects,andconsultingengineerswho mayallbeinvolvedatvaryinglevelsofaproject.Thisalsoappliesforindustryproponents lookingtoamendareaplansofamunicipalityasstatedintheirofficialcommunityplan.

2. AgendaSetters
Proponentsintheindustrysettheagendaofconsultationincollaborationwith municipalities.Theyprovideandideallycommunicatealternativesfordevelopmenttothe public.Developersandplannersproposeanewfutureforland,inconcertwitharchitects and/orconsultingengineerswhoproposetheirdesignsandstructuralexpertise.Quiteoften theyarealsoseenasgatekeepersandkeyinfluencerswiththemostpowerinaconsultation thatguideprojectoutcomesanddecisionmaking.

3. PublicRelationsManagers
Underlyingtheconsultationprocessisthattheprojectcandirectlyimpactpublicperception oftheproponent.Becausemostproponentsintheindustrybelongtotheprivatesector, publicconsultationisintrinsicallytetheredtothecompanyspublicrelations,brand managementandtiedtolargerbusinessplansfororganizationalgrowth.Thisisespeciallyso withcontentiousdevelopmentthatmaydrasticallychangethelandscapeofaspecific geography,orwhendevelopmentinvolvingnaturalresourcesisconcerned.

4. TrustBuilders
Industryproponentsoftendotheirworkincommunitieswithresidentswhoaredissatisfied andcriticaloftheconsultationprocess.Theymayhaveadistinctopinionperhapsin oppositiontotheproponentsevenbeforeconsultationhasbegun.Forthisreason,

 proponentsinvolvedfindthemselvesastrustandconsensusbuilders,needingtoconvince specificgroupstocomealongsidedevelopmentproposalswhilealsodealingdirectlywith thoseindirectopposition.

5. Competitors
Thereisconstantcompetitionforprojectworkbetweenindustryproponents.TheRFP process,particularlyatthemunicipalandregionallevelishighlycompetitivewith proponentseagertolearnoftoolstogivethemtheadvantagetobeselected.

6. Collaborators
Whiletheymaybecompetitorsintheirindustry,proponentsarealsocolleagueswho collaborateonprojects.Developersprovidedeepcapitalandinvestmentintoprojects. Architectsmustposeandanswerdesignrelatedquestions.Planningconsultantsprovide contexttohowdevelopmentmayfitintolargercontextofofficialcommunityorareaplans. Environmentalconsultantsconsidertheecologicalimplicationsofdevelopment.Consulting engineersprovidespecifictechnicalbuildingscienceexpertise.Atanygivenstage,allcanbe engagedinvaryingdegreeswithinthepublicconsultationprocess.Industryproponentsalso heavilycollaboratewithmunicipalities,whooftenconnectwithandcontractoutto consultantstoconducttheirpublicengagementoutreach.

NeedsofIndustryProponentsforPublicConsultation:
Thoseinthepropertydevelopmentindustrydesiremuchoutofthepublicprocessforonemain reason:toseeaproposedprojectthroughtocompletion.Becauseofthisoverarchingneed, industryproponentshavearticulatedspecificrequeststoconsiderastheyareassigned,plan, andexecuteconsultationefforts.Innoparticularorder,theseneedsinclude:

1. MeetingDevelopmentPermitRequirements

IndustryProponentsneedtofollowthedevelopmentpermitprocess.Thismeansmeeting thenecessarypublicconsultationrequirementsnecessaryasoutlinedintheLocal GovernmentActand/orcommunitychartersforofficialcommunityplanamendments concerningrezoningapplications.

2. GatheringDataThatGuidesEvidenceBasedDecisionMaking

Qualitativeandquantitativedataisnecessaryforindustryproponentsgiventhatevidence baseddecisionmakingisconsistentlydesired.However,gatheringconcise,clear,and verifieddataisachallenge,particularlyauthenticatingthatdatatoageographiclocation. Theneedforlocationbasedconsultationverificationandtechnologyaddstoproponents abilitytoimagineandappreciatethevalueofinformationenhancedbyspecifiedlocation.

7 Toknowwhereresponsesarecomingfromisbecomingincreasinglyrequired.Further,data groundedwithanalyticsanddemographicsishighlyvalued,asproponentswouldliketo knowthatconsultationrespondentshaveviewedandprocessedinformationbeforethey haverespondedsothatfeedbackisideallyeducatedandinformed.

3. StrategicTargetingOfandNotificationToCommunityResidents
Theabilitytotargetspecificgroupsforconsultationandtonotifythemofproject informationisakeyneedforindustryproponents.Theywouldliketoreachasilentmajority thatareeitherbusyorunabletoattendopenhousesaswellastooutreachtothosewho wanttoparticipatebutturnedoffbyhowpublicprocessiscurrentlystructured.Someview thisasalegislatedobligation,whileothersanethicalrequirement.Eventhough municipalitiestakeresponsibilityofthemajorityofpublicnotification,theywouldalsolike toindependentlynotifyresidents,particularlyforconsultationmeetingtimes,deadlines, andtoaskforfeedback.

4. HavingCostEffectiveProjectManagement&Consultation
InrespondingtoRFPsandineffortstoremaincompetitiveintheirfield,costeffectiveness ishighlyvaluedinthepropertydevelopmentindustry.Proponentsmustjustifyspendingin theirpublicconsultationplans,particularlywhencollaboratingonpublicinfrastructure projects.Thatbeingsaid,someproponentsarealsowillingtospendonmarketing initiativestopromoteandselltheirdevelopmentstotheirtargetedmarketsandhavelarge budgetsforpublicconsultation.

5. HavingaSenseofConsultationControl
Whilethedepthandlengthofconsultationalwaysvaries,theneedtohavecontrolled consultationisvaluableforindustryproponents.Whetheritisthedesign,content, notification,orinformationsharing,industryproponentsdesirecontroloftheconsultation process.Thisincludestheneedtocorrectwronginformationtoresidents,tocontrolthe identityandbrandingoftheircompany,aswellastoknowtheidentityofthosetheyare consultingwith.

6. MeetingProjectDeadlines
Ononehand,consultationscanbetimesensitiveandproponentsworkhardunderpressure tomeetdeadlines,sometimesattheexpenseofinsufficientpublicconsultation.Onthe otherhand,thedevelopmentpermitprocesscanalsobelengthyandprojectsmustgo throughmultipledesigniterationsandpublicconsultationphasestobeapproved.Finding theappropriateandsufficientamountofconsultationisneeded.

7. NegotiatingandPracticingBalancedConsultation
Industryproponentsstruggletohavebalancedconsultationonmanylevels:consultation mustbeinclusiveandbutoftenalsospecificandtargeted;itmustbetimelytomeet deadlinesbutprovideenoughtimeforsufficientfeedback;itmustbetransparentbutalso fosterandprovidethepublicsdesireforanonymityandprivacy.Thisbalancingactcan makepublicconsultationacomplexprocessforindustryproponents.

8. KnowingWhoTheyConsultWith
Proponentsvaluenonanonymity.Theywouldliketoknowdemographicsandlocationof peopletheyconsultwithtoaddassurancethattheyareconsultingwithpeopledirectly affectedbytheirproposeddevelopment. 9.PublicUnderstanding

Industryproponentsoftenreferencedfrustrationwiththepublicsperceptionoftheir power,whatisintheirjurisdiction,whatisinthejurisdictionofthemunicipality,orwhen developerconsultationishandedovertothemunicipalityafterapprovalofarezoning application.Whethertheconsultationisadeveloperorcityissueissometimes confusing.Duringpublicconsultation,industryproponentsdesiretobetterinformthe publicoftheirroleintheconsultationandtheextenttowhichconsultationcanorwillbe decidedbycouncil.

3. AdoptingOnlineTechnologiesBarriers&Constraints
Severalmainbarrierstoadoptingonlineconsultationmethodsbecameevidentinproponent meetings.Thesebarrierscanbedividedintotwomaincategories,withobviousoverlap betweeneach.Theseinclude: a)ContextBarriersinthecurrentindustryenvironmentthatdissuadeproponentsand b)MethodBarriersinherenttopublicconsultationspecificallyrelatingtoonlinefactors

ContextBarriers

1. CitizenBacklash&Controversy Thepossibilityofonlineconsultationbeingyetanotheravenuetodriveprojectbacklashand oppositiontoaprojectparticularlywhenitisatacrucialpointoftheprocesscausesmuch uneasinessforindustryproponents.Thisislessofaconcernfordevelopmentsthatare publicallyuncontested,butespeciallysoincontroversialapplicationswherethereisahighlevel ofriskfortheproponentthattheirproposalcouldberejectedorsubjecttomajorchanges. Proponentsconstantlyhavetomanagecontentiousrelationshipswhererolesareestablished theymustdefendaproposalwhilecitizensattempttoprotectacertainplace.Theprocess canbeexhaustinganddaunting,andcanoftenfeeluncertain.Industryproponentsmust accommodatechanges,whiledealinginenvironmentswherethepublicmayfearandoppose change.Proponentsmustalsoacceptconsultationresultsthatmaynotbeinfavourofthe proposalorwhendiscoveringresultsdonotalignwithvocalspecialinterestgroups. Whenfacingsuchabarrier,itmaybedifficultforanindustryproponenttowanttoinclude onlineconsultationasyetanotheravenuethatoppositionandmisinformationcanproliferateif thediscussionisnotcontrolled. 2. MeetingSpecificTimelines Becauseconsultationsaretimesensitive,industryproponentsmayfeelrushedtocompletethe requiredpublicconsultationcomponentanddonotwanttodealwithsettinguponline consultation.Inthiscase,itismucheasiertostrictlyadheretotraditionalmethodssuchas openhousesandsurveysbecausetheyareassuredmethods.Further,adrawnout developmentpermitprocessmaybecostly.Forexample,adeveloperpaysmonthlyfeesonthe landoptionoftheirproposalsitesothereisanincentiveforshortconsultation.The developmentapprovalprocesscanlastupwardtotwoyears,butassuringgoodconsultation maytakelonger.

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3.AssuringConsultationGuidesDecisionMaking Industryproponentsmayexperiencelackofconsultationparticipationbecausecitizensfeel thattheirinputwillnotmakeadifferenceinoutcomeandthatimportantdecisionshavebeen andwillbemaderegardlessoftheiropinion.Inordertoproceedwithadoptingonline consultation,proponentsmustincreasinglydemonstratethatinformationgatheredin consultationbothonandofflineisfirstacknowledgedandthenincorporatedintodecision makingor,ifnot,providejustificationforwhy. 4.ProponentAvoidance Citizensarenottheonlyoneswaryoftheconsultationprocess.Industryproponentssometimes admittonotwantingtotakeonconsultationbecausetheprocesscanquicklybecome polarized.Someadmittedlysendmorejuniorstafftorunconsultation.Proponentshavelargely remainedwaryofonlinecommunicationbecauseofawebsitespropensitytowardsanonymity, asrespondentscanprovidefeedbackbutwhilestillremaininganonymous. 5.ManagingInformationDelivery Industryproponentsrelayedthatcommunicationoutreachissometimesinsufficientevenwhen aspecificgroupistargeted.Theyhaveexpressedalackofstandardizedcommunicationto continuouslyandregularlyinteractwithcitizengroupsonandofflinetopromoteinformed awareness.Particularlyonline,proponentshaveextensivecontactlists,butwouldlikea automizedmeansbywhichcitizenscanberepeatedlynotifiedaboutupcomingconsultations, itsprogress,orupdatesonoutcomesbesidesemailandsocialmedia. 6.InterculturalParticipation&AccessibilityBarriers

Alackofdiversityoftenplaguesindustryproponents.Languageandaccessibilityissuesarealso citedasmajorconcerns,preventingdistinctgroupsandpeopleincommunitiesand municipalitiesfromfullparticipationfromwhichproponentswouldliketohear.Also,certain groupswhodonotcomefromaculturalenvironmentwherepublicconsultationisthenorm maynotreadilyparticipate.Inthecontextofonlineconsultation,proponentsworrythatthe digitaldividewillwithholdparticularvoicesorbiasparticipationtowardsyoungerandmore digitallyliterategroups,butthisbecomesmitigatedaselderlyandlowincomepopulations twomaingroupsofconcernhaveincreasingaccess. 7. LackofStandardizedOnlineConsultationsPractices Forthemostpart,industryproponentsexperimentationwithonlineconsultationhasbeen voluntaryandcompletelyuptoindustryleaderstosetprecedentsandchartnewonline territorywiththeirengagementpractices.Onlineconsultationisnotrequired;however,the demandisgrowingasmunicipalitiesarebeginningtolistonlineengagementasrequirements onRFPs.Becauseofthis,industryproponentsmayuseonlineengagementtoremain

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competitiveagainstotherbiddersonproposals.Thelackofstandardizationleavesindustry proponentssolelyresponsiblefortakinguponlineconsultationmethods,havingnoinitial incentivetodosobesidesthehopethattheyarestayingaheadofthecurve. 8. IncreasingandPromotingAuthenticConsultation Proponentsacknowledgethatconsultationmaynotseeasrealorlegitimatebythepublic. Consultationtoolscanfacilitateopenengagement,buttheacknowledgementoflargerissues thatplaguepublicparticipationmustalsobeunderstoodbyproponentsinordertorecognize thefullpotentialforonlineconsultationtochangediscussionandtheconsultationlandscape, notmerelyfacilitatethesamediscussioninadifferentformat.

MethodBarriers

1.AchievingStatisticalSignificance Proponentsareconcernedthatinformationreceivedfromonlineconsultation,suchasresults fromsurveys,polls,orevendiscussionforumscannotbeorarenotasstatisticallysignificantas othermethodsofengagementparticularlybecauseparticipantsareselfselectedandoptinto participationandnotrandomlyselected.However,proponentsdorecognizethatsomevoices areinherentlylouderthanothersbothonlineandofflineandnomatterthemeans,those whowanttobeheardwillfindawaytodoso.Argumentscanalsobemadeforinperson consultationmethodswherecitizensalwayshaveachoicetoattendand/orparticipate. 2.ComplementingExistingMethods Industryproponentsmaynotunderstandthatonlineconsultationismeanttocomplementnot replaceexistingmethodsofconsultation.Industryproponentsstillexpressadesireforfaceto facecontacttoseethewhitesofoneanotherseyes.Manyindustryproponentsmaybehired orhireotherstofacilitatepublicconsultationandconcernoverhowcertainjobsintheindustry (ie.eventfacilitators)mayfeelthreatenedorunsureofhowtheirpositionnowfitsintothe consultationspectrum.Itshouldbeclearthatopenhouses,publicmeetings,doortodoor outreachareallstillmethodsforengagementthatcan,shouldandwillbeconducted. 3. AbuseofOnlineConsultation Forindustryproponentswhohavebeenearlyadoptersofonlineconsultation,theyhave encounteredproblemsandlearnedimportantlessonsthathaveshapedtheirdesiresforfuture useofonlineplatforms.Aswithanynewtechnology,onlineengagementcanbeseenasabig changeandformanyearlyadopters,attemptsatonlineconsultationhavebeenproblematicor lesssuccessfulbecausetherehasbeennorigouraroundauthenticatingcitizenstoplace, resultingintrollattacks.Asecureplatformisextremelyvaluableforindustryproponents.

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4.EaseofAdoptionandUse Industryproponentsareinsearchofonlineengagementplatformswithinterfacesthatwill maketheirjobseasiernotharder.Ifplatformsarenotintuitive,requiringasteeplearningcurve andextratime,proponentswillhaveahardtimejustifyingonlineengagement.Thisincludes payment,setupofconsultationandmoderation.Someindustryproponentsadmitconsultation isnottheirforte,andthatonlineconsultationisanewmethodinawiderprocessthatmaybe uncomfortablebutnecessaryandthusmustbeguidedandsupportediftheyaretobecome earlyadoptersofonlinepractices. 5.ConcernsOverSecurity&Moderation Theanticipatedtimeneededtomoderateonlinecontentconcernsindustryproponents.They donotwanttospendsignificantportionsoftheirdaymanaging,responding,orevenblocking respondentsduetobadonlinebehavior.Similarly,theydonotwanttobeconstantlynotifiedof everysingleresponseinrealtime,especiallyiftheconsultationreceivesalotoffeedback.This tiesbacktooverallsecurityconcernsthatforthemostpart,anyonecanparticipate,lendingto thesuggestionthatauthenticatedonlineparticipationisincreasinglynecessaryandvaluable. 6.EasyReporting Industryproponentsarealsoveryeagertoknowhowtheywillreceivedatafromonline consultationandhowinformationwillbesegmentedandifrawdatacanbeeasilyanalyzedto producetheirreports.Pastuseofonlineengagementhasindicatedtheyareapttouse platformsthatmaketheiranalysisaseasyaspossible. 7.GoingBeyondSocialMedia Mostproponentsacknowledgetheubiquityofsocialmedia.However,mostformsofsocial mediafocusmoreoninformationandservicedelivery(ie.brandtoconsumer)andlesson technologyfosteringcivicparticipation.Industryproponentsarebeginningtorecognizethe potentialforsocialmedianotonlytopropeltheirbrandingandcorporatecommunication,but howitcanbeincorporatedaspartofthejobstheydoandprojectstheydevelop.Inorderto gainbetterresponserates,industryproponentsunderstandthattheymustnotonlylookto commonsocialmediaoutlets(ie.Facebook&Twitter)butalsoplatformsthatcandomorethan justcommunicateinformationtowhichFollowerscanrespond. 8.AdoptingOnline/OfflinePromotionBestPractices: Abarriertoadoptingonlineengagementistheinabilitytoeffectivelyadvertisetheconsultation tothegeneralpublic,muchlikerecruitingresidentstoattendopenhouses.Havingtheonline toolisnotenough;offlineeffortsmustaccompanyonlineconsultation.Proponentshave expressedthatexpectationsshouldbemanagedaroundresponserates,andthatavarietyof offlinefactorscaninfluencethesuccessofanonlineconsultation.

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4.BestPracticesForAdoptingOnlineConsultation
Basedonthespecificrolesandneedsofindustryproponents,andthecontextandmethod barriersinwhichtheycarryouttheirwork,thefollowingarespecificrecommendationsin adoptingonlineconsultation.Contrastingtheserecommendationswhenapplicableishowthe PlaceSpeakplatformmeetsindustrydemands. 1. AddOnlineConsultationAsPartofAToolkit&EngagementPlan Firstandforemost,toadoptonlineconsultation,industryproponentsshouldacknowledgethat itisonlyonemethodinahostofpossibletools.Understandingonlineconsultationisnotmeant toreplacetraditionalmethodsisimportantandkeywhendevelopingengagementplansto determinesuitabilityofonlineengagementandatwhatstageofoutreachitwillbeused. 2. AchieveGeographicSpecificity HerbertKubicekwrotein2007,Asurbanplanningtoalargeextent consistsofinformationwithsomespatialrelation,itisimportanttolink andintegratetheparticipationtoolswithgeographicalinformation PlaceSpeakauthenticates systems(GIS)providingthereferencepointsfortheconsultation.1Five userstoplacethroughgeo yearslater,thekindofgeobasedcivictechnologyKubicekproposedisjust verification,requiringusers beginningtocatchon.Itisclearthatindustryproponentsbothneedand toprovideanaddressof wantageobasedonlineconsultationplatformthatlinksrespondentsto wheretheyeitherlive,work, theirplace.Findaplatformthatcanauthenticateusersandtheirlocations orplay. insteadofallowingthemtoremainanonymous. 3. StayCompetitive IncludeOnlineConsultationinRFPswherethenatureoftheprojectfitswell.Thissignalsto municipalitieswhoarealsorecognizingthevalueofonlineconsultationthatyouarewilling toexplorenewmethods.Cultivatecollaborationwithamunicipalitywhocansupportyour adoptionofcivictechnology,particularlywhenrespondingtoRFPs.Formunicipalities,thiswill addincentivetostandardizeonlineconsultationaspartoftheirvariousplanningand developmentprocessesalreadyinplace.Lastly,takeadvantageofanyOpenDatastrategies thatamunicipalityorgovernmentbodyisimplementing
1

ElectronicDemocracyandDeliberativeConsultationonUrbanProjects:PuttingEDemocracyintoContext, preparedbyProf.Dr.HerbertKubicek,UniversityofBremen,Germany,October2007,pg.13.

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4. StartEarly Inordertoimplementonlineconsultation,itisbesttostartonlineconsultationattheearliest stagesofprojectdevelopment,aimingforprojectandproponenttransparency.Thiswould meanincludinganonlineconsultationcomponentintheRFPproposal,regardlessofwhetheror nottheRFPhasindicateditasarequirement,andthenhostingonlinediscussionsthrough projectvisioning,developmentpermitapprovalprocess,andperhapsevenduringproject buildingandcompletion. 5. FindFit&DetermineScale Whileeveryconsultationcanbeonline,somearemoresuitablethan othersandlikeanyotherconsultationmethod,itisimportanttodetermine PlaceSpeakrequires theappropriateapplications.Someconsultationscanbeginclosedwitha proponentstooutlinea consultationsgeographic specificgroupofcontactsandstakeholdersbeforebecomingopentothe boundariesandcanlimit public.Findaplatformthatcanallowandrestrictparticipantsaccordingto participantstothose consultationneeds.Thisincludesthegeographicscalewillconsultation boundariesassmalloras largeasrequired. beregional,inamunicipality,inparticularneighbourhoods,specific organizationsandinterestgroups,oraspecificstrata?Thebetter consultationplatformwillbeabletocatertothesevariouslevelsof consultation. 6. DetermineVerification Itisimportanttoestablishhowtoauthenticateusersisitbyaddress, PlaceSpeakverifiesallits propertyassessmentnumber,studentoremployeenumber?Onlinetools usersandcanvetto canbedevelopedtoaddverificationlayersbesidesapostalcodeore proponentsthattheyare mailaddress.Determinewhatleveloftheconsultationcitizenanonymity whotheysaytheyareand iscomfortableforyourconsultationifanylevelatallandbuild livewheretheysaytheylive. verificationlayersfromthere. 7. Communicate:TellYourStory,FosterConversations,Respond Thebestonlineconsultationiswhenstoriesaretoldwell,andthatcitizens canrespondandsharetheirstories,too.Useonlineconsultationto communicatecommunicateprojectdetails,timelines,events,survey questions,discussionboards,howcitizenscanbeinvolvedtoenhance PlaceSpeaksplatformhosts discussionforums,pollsand twowaycommunicationbetweenproponentandcitizenandbetween surveys,noticeboardsand citizensaswell. hasanotificationsystem.

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Tellingthestory,fosteringconversations,andrespondingcanbeeffectiveby: Rememberingitdoesntalwayshavetobewithwordspicturesandvideoscanbe equallyifnotmoreeffectiveparticularlyonline; Askingspecificquestionsratherthanblankcommentfeedbackboxes; Keepingrespondentsuptodateandintheloopatalllevelsoftheprojectfromstart tofinish; Incorporatingcontinuousandregularfeedbackinordertodevelopandmaintain onlinerelationshipstocitizens.Itwillhelptokeeptheminformedandhopefully engagedthroughoutthedevelopmentprocess. Proponentsshouldchooseaplatformthatprovidesmultiplealternativestomakethis communicationeasydependingontargetgroupsandprojectneeds. 8. PrioritizeModeration Itisimportanttoestablishfromthebeginningoftheconsultationhow contentwillbemoderatedandwhoisresponsiblefordoingso.Will PlaceSpeaksoffers discussionboardsbeallowed?Ifso,whowillmoderateentriesandhow proponentscontrolled often?Willrespondentsbeabletouploadtheirowndocuments,orwill moderationandtheability onlineconsultationbeusedtoprovideinformationmorethantodrive toblockusers.Allusers NameandLocationare feedback?Determinewhowillbeinchargeandwhatisexpectedoftheir knowntotheproponent. moderationwillmoderatorsrespondbacktoallquestions;ifnot,which ones?Proponentsshouldchooseaplatformthatprovidesthemost controlofmoderationsettings,includingwhentheywanttobenotified. 9. IntegrateWithCommunicationOutreach2 Drivingcitizenstoonlineconsultationisallaboutprovidingmultiplepoints PlaceSpeaksprovidesall ofconnectedness.Thetoolisonlyasgoodaseffectivemarketingofa proponentsBestPractices consultation.Takingadvantageofcommonlyusedsocialmedia&the ForPromotingYourTopic socialgraphisastart.ProponentsshoulduseFacebook,Twitter,and guideoutliningonlineand existingblogstolinktoaconsultation.Ifaprojecthasitsownwebsite,find offlinepracticesdirecting citizenstoconsultation waystointegrateconsultationtothewebsiteaswell.Itwouldserve page. proponentswelltoprinttheconsultationswebaddressonallpromotional printmaterialandifpossibleputoutpressreleasesandgainmediacoverage. 10. ProvideNecessaryContacts&Documentation Becauseitisonline,citizensshouldbeabletosearchandfindthebasicinformationtheywould needfromaconsultation,particularlytheprojectsprimarycontact.Proponentsshouldprovide athename,numberandemailaddressofaprojectcontacttohelpassurerespondentsonline 2ForamoreextensiveBestPracticesForPromotingYourTopicrefertoAppendixA.

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thatthereisstillapersonandteambehindtheconsultation.Whilethemostimportantideas shouldbecommunicatedvisuallyontheconsultationsite,additionaldocumentssuchascouncil minutes,originalposterboards,orPowerpointpresentationsshouldalsobeuploaded.Copies ofonlinesurveysshouldalsobemadeavailablefordownloadinthechancethatavisitortothe onlineconsultationwouldliketoprintandmailasurveyinsteadoffillingitoutonline. 11. Innovate Explorehowonlineconsultationscanfitintoexistingoutreachmodelas wellashowyoucancreatenewengagementmethods.Canavirtualopen PlaceSpeaksisopento housebeheldatthesametimeasaninpersonopenhousebystreaming developnewconsultation featuresonitsplatform video?Canopenchathourswhereatsettimes,aprojectteamcan dependingonaproponents answerquestionsposedbyresidentsonline?Whataretheopportunities needs.Newplatform foronlinerecruitmentforinpersonconsultationmeetings?Dontbe developmentsarereleased afraidtopushtheboundariesofwhatcanbedoneonlinebyoutlining weekly. distinctneedsandthenaskinghowonlineconsultationcanhelp. 12. InvestinTraining Asonlineengagementisstillnewandthereareearlyadoptersinthepropertydevelopment industry,theremayormaynotbeinhousecapabilitytosetupaconsultation.Itiswisefor proponentstoinvestintrainingastheywouldinanyotherfacilitationprocess.Makesurethat alladministratorsandmoderatesofaconsultationareproperlytrainedontheplatformand commonpracticesareestablished(ie.moderatingschedules;updatingandnotification responsibilities).Chooseaplatformproviderthatassuresgoodsupport,setupoptions,and thatunderstandsproponentsmaywanttoexperiment,butmaynotyetbecomfortablein doingitallontheirown. 13. EstablishInternalStandardization Untilstandardizationacrosstheindustryoccurs,establishinganinternalprotocolforonline consultationwithinanorganizationisagoodidea,particularlyinorganizationsthatcarryout multipleconsultationsandacrossmultipledepartments.Proponentscanchooseapreferred platformandestablishinternaldirectionstosetupconsultationwhenaprojectmanagerwants touseonlineengagement.Dependingonthesizeoftheorganization,itisalsoimportantto determinewhohastheauthoritytoapproveonlineconsultationsandmakeitcleartoall departmentsandrelevantstaff. 14. ChoosePlatformsWithExistingConsultationReach PlaceSpeaksplatformisa Whenconsideringonlineplatforms,chooseaplatformthatmayalreadyhave consultationbankwhere userscanberepeatedly accesstocitizensinterestedinyourconsultationtopic.Thisisparticularly notifiedofconsultationas importantinoutreachefforts,butnotalwaysnecessary,especiallyin theybecomecreated. environmentswherelittletonoonlineconsultationhasoccurred.

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15. ConsiderCost Yourbudgetwillrangeaccordingtoproject,andparticularlyifyoureplyto amunicipalitysspecificRFP.However,itisalwaysimportanttostayon budgetnomatterhowsmallorlargetheconsultation.Therefore, PlaceSpeakspricingis customizablewithmonthly chooseaplatformthatwillquoteyoucosteffectoptionsthathave sufficientservicesforyourneeds.Generallytakingaconsultationonline andannualpackages. Additionalconsultingis canbecosteffective,particularlyincontrasttomethodsusedto availableforsetupand requirerandomsamplingsuchasdoortodoor,phone,orevenmailers. moderationifneeded. 16. ManageExpectations&ConsultationResponsibilities Ifitisaproponentsfirstonlineconsultation,managingexpectationsfromthebeginningis crucial,particularlywhenworkingasaconsultantforadepartmentinamunicipality,oralarge organizationlikeatransitauthorityorregionaladministrationbody.Ifpossible,proponents shouldworkwiththecommunicationteamtomakeuseoftheirwideoutreachnetwork. Establishifmunicipalcontactwillbepublicizedontheonlineconsultationsite.Further,decide ifthemunicipalityortheindustryconsultantwillmoderatediscussion.Bysortingoutrolesand responsibilitiesfortheconsultation,bothmunicipalityandindustryconsultantwillhaveamore standardizedprocedure,evenifthemethodisnewforbothparties. 17. SeekIndustryAdoption Asmoreindustryproponentsbegintoseevalueinanduseonlinetechnologies,itwillbecome commonandperhapsabestpracticeforrespectivefields.Inadditiontocreating standardizationinternallyandthroughrequirementsbymunicipalitiesthroughRFPs,industry proponentscanalsobeguidedintoadoptingonlineconsultationbytheirprofessional regulatorybody.Forrespectiveindustries,thisadvocacycancomefromthefollowing: Developers:UrbanLandInstituteanditsprovincialandregionalchapters; Architects:TheArchitecturalInstituteofCanadaanditsprovincialandregionalchapters; Planners:theCanadianInstituteofPlannersanditsprovincialandregionalchapters; ConsultingEngineers:theAssociationofProfessionalEngineersanditsprovincialand regionalchapters; EnvironmentIndustryAssociationsvariedbyprovince. 18. IntegratewithExistingTechnologies PlaceSpeakhasdeveloped iFramewidgetsforeasy Manyproponentswillhavealreadyinvestedincertaindigital websiteintegration.Italso infrastructureandconsultationservices,likeparticularsurvey hasdevelopeditsAPIto instruments(ie.SurveyMonkey).Itwillbeimportantforproponentsto connectwithotherservices thatwantPlaceSpeaksgeo findaplatformthatcanmakeuseofsuchinvestmentsthrough authentication. integration.

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19. FinditEasier,NotHarder Agoodconsultationplatformshouldmakeconsultationeasier,notharder.Thismeansfindinga platformthathasaninterfacethatisintuitiveforboththeproponentandacitizenwhenthey arriveattheconsultationsite.Donotunderestimatetheusabilityandexperienceoftheonline platformbecauseifitisdifficultforaproponenttonavigateit,citizenswillbeequally dissatisfied. 20. ManagingExpertiseBias Theexpertiseofprofessionalsinthepropertydevelopmentindustrycansometimesoverride publicinterestwiththesentimentthatthegeneralpublicdoesnotknowwhatsbestforthem. Aswithanyotherformofconsultation,industryproponentsshouldavoidthismentalityand approachonlineconsultationwithanopenmindtothecapabilitiesofsolicitingand empoweringthecitizenvoice.

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ConcludingRemarks
Thisreportsoughttooutlinethedistinctcontextinwhichproponentsoftheproperty developmentindustryconducttheirpublicconsultationandthecontextualbarriersand methodologicalconstraintstheymayface.However,asSection4ofthisreportdiscusses,there areclearopportunitiestostructureandstandardizeonlineconsultation,despiteinitial hesitationsandconcerns. Notonlydoesonlineconsultationbringanothermethodtomeetengagementrequirementsof development,italsoushersrenewedpossibilityforengagementwithandbetweenpeoplewho havebeenjadedbytheconsultationprocessorwhomaynotparticipateotherwisebecauseof theirbusyschedulesandthedissatisfactionwithhowconsultationiscurrentlycarriedout.Early adoptershaveinfluencedandarechangingmultipleindustriesandhowtheyconsultonline. Thepromiseandpotentialofonlineconsultationhasbeenhopefulbutstillfullofundiscovered opportunity.Earlyadoptershaveexperiencedgrowingpainslargelyfromacceptingand receivinganonymousconsultation.Itisonlybytryingthattheabilitytofindoutwhatworks best,forwhomandinwhatcircumstancecanbediscoveredandpracticed.

Acknowledgements

Thankyoutothosewhoprovidedopportunityforthisresearchandsupportinwritingthis paper: ColleenHardwick,PlaceSpeaksFounderandCEOforhercommitmenttoadvancing onlinepublicconsultationandhersupportformeasasummerinternatNewCity Ventures; PennyGurstein,forbeingmysupervisingprofessoratUBCsSchoolofCommunityand RegionalPlanning; RenateBublick,forherstructuredguidanceinproponentoutreachandduring consultationmeetings; YuriArtibise,forhisresearchassistanceandideastoexpandcommunityengagement; ThePlaceSpeakteamfortheirgeneralsupport; Finally,MITACSandtheirResearchAccelerateprogramforfacilitatingstudent opportunitiesforresearchandinnovation.

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Appendix1BestPracticesForPromotingyourTopic
Itisimportanttouseamixtureofonandofflinemethodstospreadthewordaboutyourtopic andencourageparticipantstoconnecttoit. OnlinePromotion:Theseonlinetacticswillhelpbroadenyourengagementexperience: Placeaprominentlinktoyourconsultationsiteonyourorganizationswebsite.Thiswill drivearound1/3rdofyourtraffic. ACustomizedandeasytoremembervanitywebaddressisespeciallyimportantifyou willbedoingofflinepromotionorholdingpublicmeetings.Directlinkscanaccountfor aroundanother1/3rdofyourtotaltraffic. Toensureyourtopiciseasilyfoundbysearchenginesuseappropriatekeywordsinyour topictitle,abstractanddescription.Forhelpdeterminingthebestkeywordstouse, Googleoffersapopularkeywordsearchtool.Alsoconsiderembeddinglinkstorelated websiteinyourdescriptiontext.Searchenginesareresponsibleforapproximately25% oftopicpagetraffic. Linksinemailsareanothereffectivewayofdrivingpeopletoyourtopicpage.Sendout anemailinvitationtoyourkeystakeholdersandtargetaudienceslettingthemknow abouttheproject.Makesurethelinktoyourtopicwebpageisprominentlydisplayedin youremail.Askthemtoforwardontheemailtotheirfriendsandfamily.Thiswill providebetween5and10%ofyourtraffic. Emailyourstaffandletthemknowabouttheprojectaswell.Again,askthemto forwardontheemailtotheirfriendsandfamily. Letthebroadercommunityknowaboutyourtopicthroughsocialnetworks.Promote thetopicsitessuchasFacebook,TwitterandLinkedIn.Inadditiontosimplypostingthe topicwebaddress,askengagingquestionsorincludinginterestinginformation.Thiswill providethefinal5to10%ofyourtraffic. OfflinePromotion Integrateyouronlineprocesswithothertraditionalengagementmethods,including: Distributeatraditionalmediareleasewithacatchyheadlinetoyourlocalmediaoutlets. Besuretoincludeyourtopicpagewebaddress.Followupwithatelephonecalltokey mediacontacts.Togetadditionalmileagefromtherelease,postaneditedversionon yourwebsiteandsharethelinkonyoursocialprofile. Submitanopinion/editorialpiecetoyourlocalnewspaper.Manycommunity newspapersareeagerforcontent,andtheopedpageisoneofthemostreadnews section.Besuretomentionthetopicwebaddress. AppearonlocalradioandTVshowstodiscussyourtopic.Besuretomentionthe PreparedbyYuriArtibise,DirectorofCommunityEngagementatPlaceSpeak

21 specifictopicwebaddress.Ifyourissueisregionalinscopetrytogetonregional TV.Manystationssetasidetimeforcommunityaffairssegments. Ensureyourtopicwebaddressisprominentinanyprojectcollateralyouproduce.,such asflyers,mailers,newsletters,andposters.Thisisespeciallyimportantifyouwillbe holdingpublicmeetings. Prepareanddistributepostcardswiththewebaddressprominentlydisplayedatpublic events,andinpublicplacessuchaslocalretailers,communitycentres.libraries,transit centres,andotherplacesthatpeoplemeetinyourcommunity.

Followingevenafewofthesestepswillhelpincreasetraffictoyourtopicpageandultimately participationinyourconsultationconsiderably.

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Appendix2ConsultationContacts
Architecture&LandscapeArchitecture
BruceCarscaddenArchitects|BruceCarscaden,GlenStokes,IanMcDonald CBA|CatherineBerris,BillGushue DYSArchitecture|NormChin,GlennGardner,TerryYen HughesCondonMarlerArchitects|DarrylCondon JamesK.ChengArchitects|DonChan,WinstonChong,YuhuaYang KarlGustavsonArchitect|KarlGustavson NealeStaniszkisDollAdamsArchitects|LarryAdams PhilipsFarevaagSmallernberg|MartaFarevaag PublicDesign|JessicaLum PWLPartnershipLandscapeArchitects|GrantBrumpton,DerekLee VanderZalm&Associates|MarkvanderZalm,JacquelineLowe,RajSingh ZASArchitects|MattHessey,LeighCollyer

Planning
DovetailConsulting|JulieGardner DunefieldConsulting|WilcovanBemmel InterVISTAS|SamSugita,DiegoLeonChi MetroVancouver|TheresaHarding MVHUrbanDesign&Planning|MichaelvonHausen PacificLandGroup|LauraJones SocialPlanningandResearchCouncilofBC|ScottGraham UrbanAnalytics|MichaelFerreira,JonBennest Urbanics|AbhishekMamgain,YeanSian,ClaireMcQuarrie

Engineering&EnvironmentalConsultants

Development

AECOM|JonathanTinney AssociatedEngineering|SidSmith QuadraPlanningConsultants||MichaelMcPhee SummitEnvironmental|KathyPorter,SidKwakkel TeraEnvironmentalConsultants|KatieMcKinnon,DaveSare TetraTech[EBA]|AdolfoMajano,StephenGardner,MarkMerlo

Aragon|DavidRoppel EmersonRealEstateGroup|RonEmerson TownlineGroup|TimYeung Wesbild|JenAbyshire Wesgroup|JohnConicella,AmandaMcDougall

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