Town of Barnstable, MA Communication Procedures

Be yourself: The most important element is to be yourself. Cameras and reporters are like truth serums, they can tell when you are not truthful. Avoid technical jargon or fancy, pretentious language, it does not impress anyone and may confuse them.

Be comfortable and confident: Relax; remember that your knowledge of the story is why you are being interviewed. Take control; say what you want to say, not what someone wants you to say. Do not jump or react to a story or a question.

Be honest: If you do not know the answer to a question, admit it. Do not lie to a reporter. Your credibility is crucial, never jeopardize it.

Be brief: Short, clear answers are most effective in communicating an idea on television or radio. Get right to the point. Simple talk is less prone to being quoted out of context.

Use of humor: Used properly, it can promote a friendly and confident image.

(6)

Be personal: Personal stories and anecdotes can help get across an idea or concept, and are better remembered.

(7)

Be positive and consistent: Keep your goals in mind and stick to them. Approach each question in a positive way.

(8)

Concentrate: Put your full attention on the interviewer. Look directly at the person asking the question. Do not become distracted by outside interference. Listen carefully to questions asked; if unclear, ask that it be restated.

(9)

Show energy: Be animated; use gestures, facial expressions, body language to add vitality to your response. Keep a conversational voice, but remember that it has a "face" which can show different emotions and expressions. Lean forward and be alert. An effective interview is hard, physical work.

(10)

Show sincerity and concern: In any interview it is important. Be careful; consider your message; don't be afraid to pause. Avoid stating "no comment." It can be detrimental to your image or the public's understanding of your situation. Every time you speak, look and sound as if you mean it. Speak convincingly, saying what you mean and meaning what you say.

Goal setting.

Mass media communications mailing list: available in office of Town Manager; also available on Information Systems FAX machine; to be utilized in notifying media of information.

Media is important: The Town represents the public through the media. Public issues discussed shall include the media, in order that the public can be informed of administrative and legislative discussions and decisions.

Marketing.

Standard press release: Utilize format enclosed. It should be disseminated one week prior to event, or publication need, at earliest convenience.

		Press Release Format
	TO:	News Media Contact:
		Phone:
	FROM:
	DATE:

	Media Advisory:
	WHO:
	WHAT:
	WHERE:
	WHEN:
	BACKGROUND:

For further information, please call:

Response to media inquiry: If a reporter calls, talk with him/her. Reporter calls are based upon assignment orders. Every call should be considered a priority by Town officials.

Anticipate a problem: If you believe that an issue will develop which can be adverse to the Town, do not wait for it; be proactive and contact media with elements of issue so that they can become more comprehensive in their reporting.

Develop work products for publication: Anticipate questions; use existing data for a story.

Professional conduct: Dress and act professional. Sexual, racist, ignorant remarks are prohibited. Maintain professional relationship. Don't speak off the record; if you speak, it is always considered on the record.

Media communications staffing:

Department managers are responsible for screening marketable department news. Managers shall determine who to send it to, who should be contacted in the department, and are responsible for meeting with media representatives and determining how Town can better accommodate media. This is to be coordinated with the office of the Town Manager. Responsible for developing a pro forma "story idea sheet," that would include the What-Who-When-Where-Why of a story.

Responsible for ensuring all written guidelines are available for utilization by Town staff.

Training: Department managers to train employees on manners and methods of interrelating with media.

Evaluation: Department managers should evaluate departmental media relations by semiannually surveying media representatives to determine effectiveness of program.

§ 401-16 Administrative communications.

The office of the Town Manager will oversee communications on a regular basis to analyze performance and variances with these procedures.

§ 401-17 Town Manager reports.

Town Manager reports.

The purpose of a Town Manager report is to provide the Town Council with information about an issue, problem or subject that is not appropriately conveyed by memorandum. This situation may be due to its length or the need to supplement it with a formal presentation. Town Manager reports may originate at Town Council, Town Manager or Assistant Town Manager direction. Departments may originate Town Manager reports with the approval of the Town Manager or Assistant Town Manager.

Town Manager reports need to be submitted to the Town Manager or Assistant Town Manager for review. All Town Manager reports need to be accompanied by a bullet sheet of the key issues for the Assistant Town Manager or Town Manager. If a formal presentation will be made, then the report also needs to be accompanied by a detailed outline of the presentation. The outline should list if any audio/visual materials are to be used. Exhibit A represents the format for Town Manager reports.[1]

[1]

Editor's Note: Exhibit A is included at the end of this chapter.

Agenda item summary. This is the form which provides a brief summary of an item on the Town Council Agenda. Exhibit B shows an agenda item summary.[2]

[2]

Editor's Note: Exhibit B is included at the end of this chapter.

§ 401-18 Requests for assistance (RFA).

Written requests for assistance (RFA).

A request for assistance is a request for information or assistance regarding a Town function that is generated by a citizen contact with a Councilor, department, Town Manager or Assistant Town Manager.

All department responses to President, Councilor or Town Manager requests are to be sent through the Town Manager's office.

All RFAs are due to the Town Manager's office by 4:30 p.m. on the workday before the Town Manager due date.

If a deadline extension is needed, call the appropriate staff person in the Town Manager's office. If a RFA is such that the amount of work necessitates a longer time frame, then a memo needs to be prepared for the Town Manager or Assistant Town Manager's signature within the original due date. This memo shall explain the scope of the project and the date the response will be ready. That date must be met.

The body of the letter/memo should address all concerns of questions contained in the request. You may needed to contact other departments for information in order to provide a complete response by the designated date. Information should be concise and complete.

(6)

Put all pertinent information in the letter/memo instead of referencing attachments. Attachments should be used for documentation.

Exhibit D is a sample form used by departments as a control document to ensure timely responses to RFAs.[1]

[1]

Editor's Note: Exhibit D is included at the end of this chapter.

§ 401-19 Telephone requests for assistance.

Send a short memo to the Town Manager's office explaining phone contacts as a result of RFAs.

Staff comments on telephone responses should note the date when the resident was contacted and when the issue was resolved.

Avoid submitting handwritten responses to the Town Manager's office — please type. Give details of the disposition. If the issue is complex, name the area of concern, i.e., "answered questions regarding shellfishing license." Electronic mail is an acceptable form of communication and is highly encouraged.

Make initial contact with resident within 24 hours of receipt of RFA. State on whose behalf you are calling, be positive, and provide assistance. Provide resident the name and telephone number of person to contact should they have additional questions.

§ 401-20 Citizen access.

This section describes how citizens (and residents) can access the Town of Barnstable organization. The Town of Barnstable Citizen's Guide to Barnstable Town Government (June 1990) can also be consulted for more information regarding this subject.

How to access the Town Council.

Point of contact. Council staff can be accessed at the New Town Hall, Monday through Friday, from 8:30 a.m. to 4:30 p.m. Council staff is available to assist residents by manner of responding to inquiries or information, either directly or by referral to an individual Councilor or the Town Manager's office (see previous section).

Council meetings. Regular meetings of the full Town Council are held the first and third Thursdays of each month, except in the months of July and August, when the Council is scheduled to meet on the third Thursday. Meetings commence at 7:00 p.m. and are held in the hearing room on the second floor of New Town Hall. Committees of the Council meet as needed, usually during alternate weeks from the regular Council meeting.

Items of business. Individuals and community organizations may submit items of business for Council action by delivering in writing such items to the Clerk of the Town Council no later than 12:00 noon on the Monday preceding the regular Council meeting.

Public testimony. In order for the Town Council to operate effectively and efficiently both when meeting as a whole and in committee, public testimony concerning particular proposals is encouraged to occur at committee hearings. When matters that require a formal public hearing are referred to committee, notice of the date, time and place of such hearing will be published in a local newspaper. It is at these committee meetings where public input regarding specific items is encouraged.