WhatsApp for whom?
Businesses, institutions and governments strive for personal contact.
Citizen participation is crucial to gain trust in the government and promote an active role for citizens. Let’s start at the beginning and give answers to questions such as: what is Citizen Participation? Why is citizen participation important? How can technology help enable effective communication with citizens? Bridge the gap through transparency and create support where the citizen is. Executing policy you do together.
Citizen participation means that citizens actively think along in the execution of policy. Getting citizens in an active mode to participate. Citizens who would like to participate also want to have a say in it. A say in the execution of the policy. Substantively shaping the policy. Creating support in society. This can be done via consultation evenings, referendums, or digital platforms. The goal is to give citizens a voice in decisions that affect them. And if they have let that voice be heard, it can have a positive contribution to the execution of the policy.
Citizen participation has many benefits. Decisions with input from citizens are better accepted. Support creation within society is important. Involvement increases trust in the government. That decisions are well taken and well implemented. Studies show that active citizen participation increases trust by 30%. Citizens bring in valuable knowledge. Provide transparent insight into what is happening in society and how policy should be filled in, rather than could be filled in. This makes policy more effective. From that same research, it appears that countries with high participation achieve better results. Involvement strengthens the sense of community. Together you stand stronger.
That there is a gap between the government and the citizen is a fact. This gap has grown significantly over the years. Trust in politics has declined. This downward spiral can easily be broken. To bridge the gap between government and citizen, transparent communication is needed. Trust comes on foot and has left on horseback. Openness about policy and decisions ensures that citizens feel informed. Accessible channels for feedback are essential. The government must therefore be where the citizens themselves are. This can be via physical meetings or digital platforms. Show that input from citizens is used. Regular updates and feedback are important. Keep informing. Keep in dialogue with the citizen. Without it costing the official organisation (even) more time. In fact, it should take less time to be in conversation with the citizen. For that, modern technology is available. 99% of citizens use WhatsApp to communicate directly and efficiently. Therefore the government must be there too. Not on the citizen’s phone but preferably IN the phone.
To arrive at active citizen participation, a number of steps are necessary. Identify relevant topics to actively involve citizens in. Ensure that these topics are important for the citizens, that this is playing now or in the future in society. In an early stage give the citizen the chance to participate by actively informing. This increases involvement. Use the mix of physical and digital channels to reach as many citizens as possible. For example, a flyer or letter—avoid jargon!—with a smart QR code. This smart QR code makes printed matter measurable. How is a letter received? Is the flyer better? What is the best way to let society participate? Offer education and information at the right moment and ensure interaction. This can be done via brochures, websites, or information evenings. Make use of simple means and technologies such as WhatsApp for direct communication and feedback. Let the smart QR code redirect to WhatsApp. Pre-fill the message and start communication immediately. Simple and low-threshold. Participation is not difficult.
RippleCom plays the crucial role in promoting citizen participation. Active citizen participation requires the right means. RippleCom is designed with participation, support, and transparent direct communication. Fully secure according to the latest privacy standards. This platform combines the power of WhatsApp with the simplicity of email. We have our mission to improve the communication between government and citizen. To bridge the communication gap between citizen and government. We do that from a citizen perspective. Where is that citizen? They are in their phone. Why is the government not there? Via WhatsApp, the government can communicate directly with citizens in their mobile phone. Smart proactive messages keep citizens informed and involve them in ongoing initiatives. Within the government organisation, internal message routing and notes ensure efficient collaboration. That therefore does not deliver more work, but actually saves on large amounts of email and disruptive telephone traffic. Handy and clear transparent direct communication straight from society. RippleCom ensures secure and compliant communication, essential in the modern digital world.
With RippleCom, citizens and governments can send messages directly via WhatsApp. Citizens are in the phone. This way the government comes behind the front door. 70% of messages are read within the first 20 minutes. If action is needed from society, 20% take action. That is inconceivable with letters and/or flyers that only inform. Remove the thresholds that are unnecessary, such as having to type in websites mymunicipality.uk/subject/subsubject/action/somethingelse. That threshold is too high. That does not ensure citizen participation. Dialogue ensures citizen participation. Actively sending a WhatsApp message ensures high read and response percentages. Proactive communication is possible. During the day and reaction when it suits the citizen. Messages are read and answered within 24 hours. Ample time to plan and respond. Support creation we do from the motivation to make a success together. Automation with smart decision trees and AI helps to manage and answer messages efficiently.
Ensure concrete and clear calls to action in communication. Be where the citizen is. Reason from a citizen perspective. No administrative or official behavior can compete with that. The citizen is outside the town hall. Then ensure focus on the citizen from within the town hall. Stand in service of the citizen again. Transparent direct communication where the citizen is: on the phone. People react faster to specific requests. Consider small rewards or incentives for active participation. There is a willingness. Show what happens with their input. Regular updates and feedback are important. Use trusted platforms such as WhatsApp to lower the threshold for participation. Do that safely according to the rules of the GDPR.
RippleCom has gone to inform at the Association of Netherlands Municipalities (VNG). The VNG leaves all communication means and possibilities to the local government. It advises to communicate securely and transparently and to be careful with social media channels. Publicly reacting via social media is not immediately wise. The communication department should maintain a policy for this. However, WhatsApp is not a social media channel, but a direct communication channel such as email and telephone. Therefore the VNG advises to facilitate as many channels as possible to activate citizen participation—safely. The VNG is positive towards the smart development of RippleCom to get in contact with citizens and stimulate citizen participation.
We help governments bridge the gap with citizens and stimulate active citizen participation. Do you want to know how RippleCom provides your municipality the tools and technology to realize this in a secure, efficient, and user-friendly way? Then contact us directly.
