How Citizen Advocacy Is Changing Mail Operations on Capitol Hill and the two previous Communicating with Congress reports published in 2011 demonstrate that Congress is working hard to adapt to and understand this new environment. Perceptions of Citizen Advocacy on Capitol Hill (January 2011) showed, among other things, that congressional staff felt the Internet made it easier for citizens to become involved in public policy. #SocialCongress: Perceptions and Use of Social Media on Capitol Hill (July 2011) showed, among other things, that Congress is quickly integrating social media tools as methods to gauge public opinion and communicate with constituents.
But are most Members and staff of the Congress fundamentally rethinking what they do, or simply trying to apply a 20th century paradigm, workflow and communications process to a 21st century challenge? The research conducted for How Citizen Advocacy Is Changing Mail Operations on Capitol Hill documents how Congress is better utilizing email to respond to incoming email from constituents; shifting resources to adapt to the increased volumes of communications; and how congressional offices that embrace technology are finding it easier to respond to the ever-expanding mail load.
CMF's research also suggests that "old school" habits on Capitol Hill are inhibiting the potential for Congress and citizens to have a more robust, active and meaningful relationship using online technologies. While responding to constituent communications is a high priority for congressional offices, a sizable number of offices are unable to respond to constituent emails with pre-existing responses in less than a week. And congressional staff who are primarily involved in answering constituent mail report that the office "review and approval process" – not increased volume – is the biggest inhibitor to quicker turnaround times for constituent mail.
These processes and findings are not abstract. When a citizen sends an email to his legislator and does not receive a prompt reply, the citizen feels that Congress isn't listening. This contributes to greater cynicism in our nation, and lower approval ratings and support for our democratic institutions. And yet, how can Congress solve this dilemma?
Consider these two data points:
- Some congressional offices have experienced a 1,000% increase in communications volume in the past decade; and
- Congress has not increased staff size in personal offices since 1979.
When a seismic shift occurs in any work environment, such as managing a ten-fold increase in customer interest without a substantial increase in labor to support that interest, organizations should ask strategic questions about how they operate. Should we re-evaluate our organization chart? Should we shift resources from one division to another to respond to new stakeholder interest? Have stakeholders' expectations changed (such as how quickly they expect a response), and how well have we adapted to those new expectations?
CMF does not profess to hold all the answers, but we do hope that Congress wrestles with the questions. The answers may not be easy, and change will be difficult. But the research CMF has conducted in the past year and, indeed, during the past decade, suggests the promise that new technology holds for improving citizen engagement with, and understanding of, the Congress. CMF hopes this Communicating with Congress research will further that understanding by both Congress and citizens, and reveal both the opportunities and challenges presented by an entirely new paradigm in America's democratic dialogue. For more detailed information on our latest research, please read the full report: How Citizen Advocacy Is Changing Mail Operations on Capitol Hill.
