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1. Provide self service options
• Cut customer service overhead while improving service
• Implement easy-to-use online services and serve your
community around the clock at a lower cost
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2. Comply with Accessibility legislation
• Removing barriers for people with disabilities is the law
• Public sector websites must be WCAG / AODA compliant
• Offer text alternatives, make your site readable, keyboard
accessible and compatible with assistive technology
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3. Optimize for mobile
• 22 million Canadians have a mobile device (comScore 2012)
• Anytime, anywhere access to your website is no longer
optional
• Don’t make your mobile strategy an afterthought
• A well thought-out plan will control costs and deliver the
highest value to the most people
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4. Be social
• Social media is a critical communications channel today
• Integrate social media with your website and you’ll send a
strong, positive message that you’re willing to engage in two-
way dialogue with your citizens
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5. Employ user experience best practices
• Make sure it’s easy for people to find the information they need
• If you get it wrong, visitors will get frustrated and won’t come
back
• Get it right and you’ll have deeper engagement, stronger
satisfaction, higher productivity and reduced service calls
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6. Create a high-impact design
• Encourage people to visit you – both online and in person
• Make a great first impression to drive tourism dollars
• Showcase all your community has to offer with high-impact
design and clear communications
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7. Take advantage of e-Commerce, m-Commerce
• People demand service 24/7/365
• Electronic payments enable municipalities to provide higher
quality service at a lower cost
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8. Measure and test
• Personal opinion shouldn’t be the driver in influencing design
and future iterations of your website
• Keep metrics and analytics top of mind as you build your site
• This allows you to really understand what’s working and where
you can improve
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9. Think through navigation carefully
• Clear navigation and information architecture provide the
backbone of an effective website
• Present content in a meaningful, intuitive way
• Consider your audiences and cater to their specific needs
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10. Showcase your brand and content consistently
• A clear identity is important for promoting your municipality’s
economic, cultural or historical value
• Over time, your website may have evolved inconsistently
• When redesigning your site, review all content to avoid duplication
and ensure a consistent tone and manner
• Most of all, be sure to keep it up to date and current
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