Creating An Agency That Is Valued, Trusted, & Loved
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Transcript of Creating An Agency That Is Valued, Trusted, & Loved
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2013 NRPA Congress Houston, Texas
October, 2013
Tom O’Rourke, Executive Director
Charleston County Park and Recreation
Commission
www.ccprc.com/orourke
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Trusted- Valued-
Loved
Relationship Issue!
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Build a Foundation of Respect and Appreciation
Really Listen
Establish a Win-Win situation (Relationship Wins)
Staying Involved with Each Other
Never stop Communicating
Be open to change and New Things
Learn how to respectfully resolve conflict
Don’t ignore problems
Be sensitive to what your partner likes
Mutual Respect
Trust
Honesty
Support
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2 Important Relationships in a
Parks and Recreation Environment
Your Agency – The Public
Your Agency – Those that Govern You
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1. Build a foundation of respect and
appreciation
2. Be Sensitive to what your partner likes
3. Never Stop Communicating
4. Don’t Ignore Problems – Resolve Conflict
5. Build Trust – Honesty – and Support
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What is it that you are being asked to
respect and appreciate?
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The Public
The people that Govern You
Who is it that you would like to have
Respect and Appreciate you Agency?
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Mission
Vision
Values
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The Charleston County Park & Recreation
Commission will improve the quality of life
in Charleston County by offering a diverse
system of park facilities, programs, and
services.
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All Charleston County residents and guests, regardless of income level, ethnicity, ability, or age, will be able to readily access and benefit from enjoyable, healthy, educational, cultural, and environmentally sustainable activities and experiences offered through the Charleston County Park and Recreation Commission’s facilities, programs, and services.
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Community Enrichment Fun Leadership Exceptional Service Quality Safety Diversity Health and Wellness Accessibility Stewardship Building a Legacy
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What business are you in?
Public Service
Social Service
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Comprehensive Parks and Recreation Plan
Survey
Pay Attention
Go in to the Community to ask?
What is your “competition” doing?
Attendance Figures
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Address Obstacles
1. Direct Contact
2. Written Periodic Report
3. Advisory Group
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Find out what they are interested in.
1. Meet individually
2. Know who these people are
3. If a Committee Structure -
Retreat
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Social Media
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Over a billion monthly active users
618 million daily active users on average
680 million monthly active mobile users
Average age is 35
Fastest growing demographic is women
55+
11 million businesses using Facebook
Pages
Why Social Media
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Ask co-workers to “Share” your
page with their friends.
Email signatures
Link from website
Link from email marketing
List URL on press releases
Make sure your social channels
are visible on any outgoing
communication
Build Your Fan Base
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Visitor ‘liking’ the page
Leaving a comment
Sharing your status
Posting a link
Liking a post
Make your posts ENGAGING
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A Picture is worth a thousand words.
As you post…Remember,
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Nothing is Faster than Social
Media
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Never Stop Communicating
Communication has to he two ways
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Upset
People
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Quick
Information
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• Sometimes it’s necessary to take the conversation off of Social Media in order to get the details, but bring it back if there is a satisfactory resolution
• Encourage them to email you so you can help or have the appropriate person respond.
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• It’s OK to be silly and edgy.
• Sometimes, and very carefully.
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• Always respond in a
timely manner, but
make sure you get
your facts straight
first.
• Don’t get into a
“back-and-forth”
discussion.
• Turn a negative into
an opportunity to
make a true fan.
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Conflict with those that Govern us.
Conflict with the Public
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Be Reliable – Do what you say
Honor all of your Promises
Speak from the Heart
Volunteer Information
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Where are your tax dollars going
Are they being spent on what the public
desires.
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0
50,000
100,000
150,000
200,000
250,000
Passive
Parks
Youth
Athletics
Adult
Athletics
Youth
Programs
Adult
Programs
Senior
Programs
Special
Events
Arts
Programs
Aquatics Camps
Expenses
Revenue
Attendance
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Know who you are
Pay close attention to what the public wants
and what your elected people want.
Find way to stay in constant communication
with those you serve
Don’t let problems simmer – Resolve them
Be an open and honest agency
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