Community Engagement - MadMouse/FuelBeacon-ML GitHub Wiki

https://aese.psu.edu/research/centers/cecd/engagement-toolbox/engagement/what-makes-community-engagement-successful

Mutual Benefit - beyond just self interest, needs to not just benefit us Contribution - encourage members to engage Collaboration - clear vision in an environment of sharing and trust Conscience - embody/invoke guiding principles, tell them why we need their contributions and what it is going towards

https://medium.com/open-working-reuse/10-key-points-for-effective-community-engagement-fe01f958d02

Build trust - supportive response team, show them they make a difference, show we are using the legal data provided and if its inaccurate it is the petrol stations fault

https://www.tractivity.co.uk/blog/effective-community-engagement-strategies

Tell people what has happened to their feedback - if feedback is submitted and they do not hear anything then they are less likely to do it again

https://www.gov.uk/government/publications/homes-england-advice-notes-advice-note-1/advice-note-1-establishing-a-clear-starting-point-for-community-engagement-html

Show the community the positive impact they can have for their community - hold local petrol stations accountable Empower people to participate Clear and transparent about what we are aiming for with the community - purpose Actively listen to feedback Make sure it feels like a collaboration between the project and the community Timeliness Ongoing and transparent communication

https://mailchimp.com/resources/community-management/?igaag=&igaat=&igacm=24179740961&igacr=&igakw=&igamt=&igant=x&ds_c=DEPT_BAU_GOOGLE_OMNI_ROW_EN_NB_ACQUIRE_OMEGA_PMAX_ROW&ds_kids=&ds_a_lid=&ds_cid=24179740961&ds_agid=&gclsrc=aw.ds&gad_source=1&gad_campaignid=24184561093&gbraid=0AAAAADh1Fp0aym9v_PTIEWlkyDt9w_Yto&gclid=CjwKCAjwifjVBhBKEiwAYx4K9GrXeOVzONjXNH1iNp5TooTiaNcbEQz2tVInv8YLg-_eyC_e-O_NZRoC-P0QAvD_BwE

Moderation service to stop people taking advantage of the system Actively engage with the community Provide support - addressing community questions and concerns promptly Respond and accept feedback so friction points can be dealt with and so the community feels listened to Growth - strategy to attract and retain new members, market the fact that we want community response so we can work to be better

https://www.cityoflondon.gov.uk/assets/Services-Environment/developer-engagement-guidance.pdf

Timing of engagement should be convenient to the community - account that around holidays (e.g christmas, summer holiday etc..) engagement may drop and do not try to force them back it may build a distaste to engaging Content of material used for community engagement should be proportional to the scale of development - not worth pushing for engagement if we are not in a position to implement the suggestions

Methods of engagement -

  • Informative - emails, website, notifications etc...
    • Inform of plans and where further information can be obtained
    • Inform of where suggestions or feedback can be sent
  • Consultative - questionnaires, feedback forms etc...
    • For where targeted online consultation is necessary e.g geographic updates
    • Useful for responding to a specific concern relayed by a specific group
  • Collaborative - group chat?
    • Generate ideas, informal discussion, explore options
  • Feedback - use of above methods as appropriate
    • Suggestions to be implemented
    • Feedback information on the engagement

Make sure to not put barriers to receiving information and participation - engagement should make all necessary arrangements so that all members of the community are able to fully participate in the process

  • Possibly have a language option as not all UK citizens speak English?

https://goughproperty.co.uk/problem-solving/how-to-generate-community-support-for-a-development

Start engaging before the project is released

  • Build trust with the community
  • Identify concerns before release
  • Identify methods to improve communication
  • Demonstrate openness and transparency
  • Gather valuable information from the community Community is often more receptive when they feel like they have been given the opportunity to understand the project and to provide feedback Communicate benefits clearly Make participation easy

https://www.social.plus/answers/how-to-improve-community-engagement-in-an-app-or-platform

High engagement signals -

  • Frequent app opens
  • Active participation, not just consumption
  • User-generated content growth - taking into account suggestions and actually implementing them
  • Peer-to-peer interaction
  • Strong retention and lifetime value - fuel is just going to keep getting more expensive with the way things are going so we should market our driving points

Core pillars of community engagement -

  • Activity visibility - shows what others are doing
  • Participation ease - low effort to engage
  • Feedback loop - reward interaction
  • Relevance - shows the right content
  • Trust and safety - protect the community

How to use activity feed to surface community activity -

  • Highlight new posts and discussion
  • Surface popular or recent activity
  • Creating social proof of participation
  • Encourage repeat visits

Large unstructured communities often reduce interaction due to noise -

  • Separate users by interest group, location, vehicle?
  • Enable focussed discussions
  • Increase the likelihood of a response
  • Reduce content overload

Step-by-step approach to improve engagement -

  • Make activity visible
    • Dashboard to show community activity
  • Reduce interaction friction
  • Segment the community
    • Focussed discussions and group spaces
  • Measure and iterate
    • Optimise based on engagement data

What could the community do for us?

  • Provide images of petrol station prices to compare to those from the government data
    • Non conformance - need to make a form for them to submit data instead of linking directly to government website - means one of us will have to manually fill out the government form everytime
      • Forecourt name and address/postcode
      • Date/time the issue was noticed
      • What is wrong - e.g prices, facilities, opening times, accessibility, location details, temporary closures
      • Where you saw the information
      • Photo/screenshot - e.g receipt, pump, signage, app
  • Reporting closures, permanent or temporary
  • Reporting when a station is out of a fuel type so we do not market it as if there is stock
  • Reporting amenity changes

Gaspy [competitor app] has a reward system for checking prices at the station but that has lead to people manipulating the data for the sake of rewards - point to think about before gamifying community engagement

  • People have complained about needing to be in close proximity to the station to report, worth thinking of what the maximum distance person would need to be from station before refusing submission because we want the data and the image will have metadata because I assume most people do not want to be on their phone constantly at the petrol station for a variety of reasons

Adjacencies to FuelBeacon product-

  • Route planning - probably something to look at in the future and if we are going to perform calculations to work out fuel cost of the travel customers will need to put in more information
    • Would require a car detail finding process which may not work [e.g in fuelpal competitor app on IOS] or may be inaccurate, or would all be manual data entry which lots of people have complained about in competitor apps
  • Non-conformance reports
  • Filter stations if customers have a specific fuel card - already implemented
  • Alternative fuels - already implemented
  • Price alerts
    • Would need to decide if it is going to be local stations to the customer - location would need to be granted and I would not feel comfortable using a customers location data while they are not actively using the app
    • Or if it is for saved stations which I think would be better and would reduce battery usage and privacy violations which people have complained about