Duncan Communications Plan

Duncan Communications Plan

Introduction

The City of Duncan has maintained a Communications Plan since 2013, ensuring timely, efficient, friendly, accountable, inclusive, and responsive service delivery. This plan outlines how the City engages with residents, incorporating community feedback into projects and decision-making processes.

The Communications Plan is structured to ensure proactive communication, transparency, and public engagement in the City’s services.

Communication Tools

The City of Duncan uses a variety of tools to reach the public, ensuring access to accurate and timely information:

Small Town. Big Conversations.

Since 2017, the City has hosted an online public engagement platform for community discussions and feedback. Currently, the Engagement HQ platform allows interactive surveys, mapping, and forums for citizen input.

City Website

The official City website, duncan.ca, serves as the primary communication tool, offering real-time updates and interactive services, including:

• Issue Reporting: Residents can log concerns (e.g., potholes, bylaw issues) via an online database.
• Agenda Notifications: The iCompass software allows public access to Council meeting agendas and minutes.
• Online Payments: Citizens can pay for business licenses, parking tickets, and pet licenses via the website.
• Livestream Council Meetings: Meetings are live-streamed to YouTube, with closed-captioning being explored for accessibility.

Social Media

The City utilizes Facebook for updates on initiatives, road work, job postings, and events. Public commenting is disabled, with feedback encouraged via official channels.

Publications

Key publications include:

• Newspaper Advertising: Regular updates on public meetings, development proposals, and tax sales.
• Newsletters: The quarterly “Beneath the Clocktower” newsletter is mailed to all Duncan residents.
• Annual Reports & Strategic Plans: Published documents provide insight into the City’s projects and financial status.

Communication Standards

Visual Identity Standards

To maintain consistency in branding and professional presentation, the City follows Visual Identity Standards. The Corporate Services Department ensures compliance with these standards in all official communications.

Accessibility and Inclusion

In accordance with the 2023 Duncan Accessibility Plan, the City continuously seeks ways to improve accessibility, including enhancing its website and exploring closed captioning for Council meetings.

Customer Service

The City is committed to providing high-quality customer service through prompt, respectful, and transparent engagement. Staff are trained to assist residents efficiently and resolve concerns proactively.

Public Engagement

Public engagement is a core principle of the City’s communication strategy. The City follows the International Association for Public Participation (IAP2) framework, ensuring community input at various levels:

Levels of Public Engagement

• Inform: Providing updates via fact sheets, website posts, and newsletters.
• Consult: Collecting feedback via surveys, open houses, and public meetings.
• Involve: Engaging stakeholders in workshops and discussion groups.
• Collaborate: Working with advisory committees and decision-making groups.
• Empower: Allowing citizens to directly influence decisions through elections and referenda.

Media Relations

The City maintains a proactive relationship with the media, ensuring timely and accurate dissemination of information.

City Spokespersons

The Mayor or Acting Mayor serves as the primary spokesperson for official communications. In certain cases, the Chief Administrative Officer (CAO) or relevant department director may address media inquiries.

Guidelines for Council Members

Council members must distinguish between official City positions and personal opinions when communicating publicly. All media inquiries regarding Council decisions should be directed to the City spokesperson.

Emergency Communications

In the event of a public safety concern, the City works closely with local media, Emergency Management Cowichan, and other regional agencies to ensure residents receive timely updates.

Relationships with Local Governments & Cowichan Tribes

The City maintains strong ties with neighboring municipalities and Cowichan Tribes to foster collaboration and support regional initiatives.

Internal Communications

Clear and effective internal communication is essential to ensuring excellent public service. Staff are encouraged to follow best practices in communication to enhance teamwork and efficiency.

Key Actions

The City is committed to continuous improvement in communication strategies. Key action items include:

• Conducting a Citizen Survey every two years to assess public communication needs.
• Delivering customer service training for staff every two years.
• Circulating best practices for social media use annually.
• Ensuring all staff are informed of the latest communication policies and updates.

Conclusion

The Duncan Communications Plan ensures the public receives timely, relevant, and transparent information. Through effective communication strategies, the City fosters an open government and encourages meaningful community engagement.

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