County and Municipal Websites: The New Town Square

Takeaway: COVID-19 upended daily life back in 2020, and in many cases, revealed trends that were a long time in the making. Work-at-home requirements brought the essential need for online connections and services to the forefront.
More so than ever before, county and municipal government websites serve as a virtual town square and the place for:

• Keeping informed about events and public health alerts
• Taking care of official business
• Showcasing major attractions
• Attracting future tourism
• Supporting local businesses
• Staying connected to the community, and
• Drawing attention to praiseworthy people and points of pride

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The public sphere has gone digital

This transition isn't just a technological shift—it represents a fundamental evolution in what scholars call the "public sphere." Philosopher Jürgen Habermas defined the public sphere as "a domain of social life where public opinion can be formed," a space where citizens gather to discuss matters of collective concern.

Today, government websites have emerged as one of many platforms where aspects of this public sphere function take place online.

Local government websites perform multi-faceted functions

Back in the day, city halls and county courthouses were architectural masterpieces, situated in the center of town with well-tended gardens, and surrounded by the businesses that fueled the town's economic engine.

Just as the meaning of "public" evolved in the 18th century—from representing aristocratic authority to becoming the voice of ordinary citizens—our understanding of public space has transformed again in the digital age.

Local government websites now serve as legitimate extensions of local governance, creating spaces where citizens can not only access information but also engage with community services and resources.

Much of what had been accomplished in and around the limestone and granite structures that were built in the 19th and 20th centuries is now taking place online.

As such, officials in places such as Martin County, Florida, are pouring a high level of focus and commitment into their citizens' experience of their websites—just as their counterparts from previous eras understood the profound importance of creating a welcoming experience that was efficient to navigate and supported civic pride.

New world, same needs

Venues have evolved, but many essential needs and expectations of last century's physical town squares have much in common with today's virtual ones.

Well-designed municipal websites can facilitate information sharing, service delivery, and community connection. They serve as digital civic spaces specifically designed to address the needs of local residents, businesses, and visitors.

Here are the objectives that are driving excellence among public sector websites in the current era:

• Support citizens' pride of place with an engaging, visually appealing experience
• Serve as the go-to information resource in times of crisis and uncertainty
• Drive collaboration and connection among commerce and community groups
• Streamline access to a vast range of services that previously needed to be accomplished in person
• Accommodate the different ways that the full range of persona groups who visit the site interact with technology
• Meet and exceed Section 508 compliance standards and the WCAG guidelines that ensure accessibility for people with disabilities
• Leverage the latest technologies and expertise concerning optimal user experience, navigation, and site flow
• Align navigation and information flow with user needs vs. the internal organizational structure
• Bring essential stats and facts to life with data visualization strategies
• Build in flexibility to ensure that site administrators can easily and efficiently make changes whenever necessary

Unique functions of government digital spaces

Government websites fulfill particular functions in the digital ecosystem. They offer:

• Authoritative information about local services, regulations, and resources
• Direct access to government services and transactions
• Equal access responsibilities through accessibility standards
• Transparency in local governance and decision-making
• Reliable communications during emergencies and public health situations
• Information organized around citizen needs and life events
• Specific local identity and community connection

These functions complement other digital platforms while providing dedicated spaces for civic engagement and service delivery.

The best digital town squares put people first

The best-designed government websites recognize their role as digital town squares and strategize accordingly. They prioritize:

• User journeys based on citizen needs rather than organizational structure
• Clear, accessible language that welcomes all education and literacy levels
• Designs that reflect local identity and foster civic pride
• Robust search capabilities that quickly connect citizens with needed information
• Mobile-first approaches that recognize how people actually access information
• Transparency features that build trust in local governance
• Interactive elements that facilitate community engagement

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This is the starting point. Every public sector website has distinct opportunities to connect with constituents, drive efficiencies, and serve as a trusted information resource.

As digital interactions continue to shape civic life, government websites play an increasingly vital role in connecting communities. By investing in accessible, inclusive, and responsive websites, local governments improve service delivery while creating digital spaces that truly serve their communities' unique needs.

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