Building Trust by Modernizing Constituent Engagement

cmf-building-trust-by-modernizing-constituent-engagement-cover-webWhile constituent expectations and technology have significantly changed in the past few decades, the procedures, metrics, and workflows in congressional offices have not. In the past few years CMF has developed a large body of research and guidance on constituent communication and engagement that has changed our advice for Congress. While answering incoming constituent mail is still important, it should be considered part of a Constituent Engagement Strategy that every office considers and adopts.

"Building Trust by Modernizing Constituent Engagement" is designed to help offices better understand why and how to do this. For new Members and staff, we hope you find it helpful as you establish your relationship with those you represent and that it will serve you and them well throughout your tenure. For veteran Members and staff, this guidance can help you redefine and modernize your relationship with your constituents by moving away from reactive mail management tactics to more strategic, and ultimately more successful, engagement.

The brief provides insight into and guidance on:

  • The importance of building constituent trust in Members, Congress, and democracy;
  • CMF's 10 principles for robust citizen engagement;
  • How to create a Strategic Constituent Engagement Plan that serves Member goals and constituent needs; and
  • How to streamline reactive communications, which will always represent the bulk an office's constituent engagement.

The report was made possible by grants from the Hewlett Foundation U.S. Democracy Program, Democracy Fund, and SHRM, the Society for Human Resource Management.

Key Content

How to Create a Strategic Constituent Engagement Plan

  1. Define the Senator's/Representative's Strengths and Preferences
  2. Understand Your Constituents
  3. Establish Protocols to Assess Your Practices
  4. Develop a Strategic Constituent Engagement Plan
  5. Assess the Results and Revise the Plan

Additional Resources for Strategic Constituent Engagement