Survey results show
that people like our communications but there’s room for improvement
communications survey conducted from March 7 to April 13 received 234
responses. The reason for the survey was to learn whether people are
reading City News, a weekly e-newsletter; and Northville Matters, a
quarterly print newsletter mailed to all city residents; and whether
people are following us on Facebook and Twitter. Of each of these
formats and platforms, we asked respondents what they liked about it and
how we could improve.
The Boil water advisory drew the most
comments. While this wasn’t a question on the survey, the situation
occurred while the survey was underway. Due to changes in the day, time
and duration of the boil water advisory, the start/finish time of the
boil water advisory changed over the course of two days, which was
confusing. We apologize for lapses in communicating the event.
The advisory was a fast-changing story. Here’s how we communicated it:
- Sent a press release to the media, who reported it throughout
the day, while it was in effect and when it was over. (This was our
priority and meant that social media posts came after.)
- Put a notice on our website’s home page.
- Posted to our Facebook and twitter feeds.
- Put out a special bulletin of City News and also had an update
in the weekly issue.
- The DDA and Parks and Recreation put out their own bulletin to
ensure we were reaching a wide audience.
- Had a recorded line at City Hall with up-to-date information
about the advisory for after-hour calls.
- Had one point of contact internally, acting DPW director, who
returned all calls promptly.
- DDA’s Lori Ward visited several business owners to keep them
Onto our publications. Many did not know that City News existed. We need
to do a better job of promoting that. You can sign up on the home page
of our website. Here is the link:
Nearly 90 percent of respondents
want to read about Northville businesses. Of city services, respondents
most want to read about police dept. news, roads and sidewalks, garbage
collection and election news. For feature articles, respondents ranked
special event recaps as their favorites, followed by City Council recaps
and environmental news.
Those who read profiles most want to read
about business owners, the mayor and City Council members. Of those who
read about civic organizations and places, most want to read about
Northville District Library, Maybury State Park and the Chamber of
Regarding photos, respondents want to see more photos
of people at events. We will try to do this on social media and City
News. Other photos that people want to see are neighbors and friends,
community leaders and city leaders – in that order. Ninety percent of
respondents said they read photo captions.
the print quarterly newsletter mailed to residents, drew mostly positive
responses. Survey-takers said they read it and like the way it’s
organized. Respondents most prefer reading about downtown Northville,
followed by garbage and recycling, and neighborhood services. More than
60% like reading about the Historic District and the arts.
social media, only 40 percent follow us on Facebook and most respondents
don’t follow us on Twitter. If you do use this platform, let us know how
we can improve our posts.
Most people who do follow us on social
media like to read about community events (85%), and city services
(63%), followed by 50% who want to read about their neighbors and
friends. Most of our followers say they learn about city services and
events from our posts.
One respondent said Facebook was too
restrictive. We recently changed the settings to allow tagging posts and
photos. We have always allowed comments and direct messages. We invite
you to engage with us by posting comments and questions on social media.
Thank you to all who took the time to answer the survey. If you
made a comment on the survey and expected a response, please note that
the survey was anonymous so there was no way to directly respond to you.
However, if you want to speak to us about your concerns or suggestions,
please contact Liz Cezat, communications manager, at 248-305-2703 or
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