Court Communication Plan for the Judicial Branch of Florida

MISSION:

To protect rights and liberties, uphold and interpret the law,

and provide for the peaceful resolution of disputes.

VISION:

Justice in Florida will be accessible, fair, effective,

responsive, and accountable.

COURT COMMUNICATION PLAN

for the Judicial Branch of Florida

January 2016

OUR MESSAGE

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TABLE OF CONTENTS

Court Communication Plan for the Judicial Branch of Florida: ....................................................... 1

Preface ........................................................................................................................................ 3

OVERVIEW: Delivering Our Message .......................................................................................... 4

INTRODUCTION: The Changing World of Communication ......................................................... 4

High Priority Strategic Issues ...................................................................................................... 4

Implementing The Plan ............................................................................................................... 5

Getting Started .................................................................................................................... 5

Responsibilities ................................................................................................................... 6

Monitoring, Assessment, and Feedback ............................................................................. 7

THE PLAN: ISSUES, GOALS, AND STRATEGIES ........................................................................... 8

Court Communication Plan Implementation Guide And Checklist .................................... 8

STRATEGIC ISSUE I: ENHANCING PUBLIC TRUST AND CONFIDENCE ...................................... 18

Goal I.1: To build support for the judicial branch by developing meaningful relationships

with key audiences. .............................................................................................................. 18

Goal I.2: To increase public awareness about court programs, services, and performance.

............................................................................................................................................... 21

Goal I.3: To provide information to the public and court users to ensure understanding of

court processes and procedures, services available, and methods for accessing them. ..... 21

Goal I.4: To involve the public to improve court processes. ................................................ 22

Goal I.5: To educate the public about the purposes, roles, responsibilities, and decisions of

the judicial branch by improving outreach efforts. .............................................................. 22

Goal I.6: To provide training and guidance on media relations and public speaking to judges

and court employees who interact with the media and the public on behalf of the courts.

............................................................................................................................................... 23

STRATEGIC ISSUE II: SPEAKING WITH ONE VOICE – KEY COURT MESSAGES ........................... 24

Goal II.1: To promote a unified message by using KEY Court Messages. ............................. 24

Goal II.2: To ensure communication, both internally and externally, is consistent,

purposeful, and deliberate. .................................................................................................. 25

STRATEGIC ISSUE III: IMPROVING COMMUNICATION METHODS ........................................... 25

Goal III.1: To maximize the use of technology to advance court communication efforts. .. 26

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Goal III.2: To create consistency in delivery of website information. .................................. 26

STRATEGIC ISSUE IV: STRENGTHENING INTERNAL COMMUNICATION ................................... 27

Goal IV.1: To improve internal communication. .................................................................. 27

Goal IV.2: To create a motivating, satisfying, and purposeful work environment and

organizational culture that values and engages judges and court employees. ................... 29

Goal IV.3: To ensure all judges and court employees understand their roles and

responsibilities. ..................................................................................................................... 29

ADDITIONAL MATERIAL GUIDING THE PLAN ............................................................................ 30

Court Communication Plan Key Audiences ...................................................................... 30

Changes In Society: Impacting Courts, Impacting Communications ................................ 33

APPENDICES .............................................................................................................................. 35

APPENDIX A: Yearly Assessment and Feedback Form (Example) ..................................... 36

APPENDIX B: History of the Court Communication Plan .................................................. 37

APPENDIX C: Examples of Strategies ................................................................................ 38

APPENDIX D: Resources .................................................................................................... 40

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PREFACE

Some commonly used terms that appear in this document may be subject to different

interpretations. The definitions for court personnel and court employees may vary depending

on the jurisdiction. The Long Range Strategic Plan for the Judicial Branch (2016-2022)

defines

the following terms as:

• State Courts refers to the courts created by Article V of the Constitution of the State of

Florida, specifically the supreme court, district courts of appeal, circuit courts, and

county courts.

• State Courts System refers solely to the officers, employees, and divisions of the

supreme court, district courts of appeal, circuit courts, and county courts. The State

Courts System does not include entities such as circuit clerks of court, state attorneys,

public defenders, or The Florida Bar.

• Judicial Branch refers to the state courts and the framework of court rules, regulatory

oversight, and leadership of the legal profession provided within the domain of the

Florida Supreme Court and the Chief Justice. The judicial branch includes the circuit

clerks of court when performing court-related functions.

• Justice System or Justice System Partners refers to the network of entities that

routinely work in conjunction with the state courts. Justice system partners include The

Florida Bar and providers of legal services, law enforcement agencies, governmental and

private service agencies such as the Department of Children and Families, the Florida’s

Office of Guardian ad Litem, treatment providers, and community-based agencies.

• Court Employees refers to non-judge personnel of the State Courts System as well as

personnel in county-funded positions managed by court administration.

• Judges refers to judges of the county, circuit, and district courts of appeal as well as the

justices of the supreme court. Magistrates, hearing officers, and special masters are not

judges.

• Court Personnel refers to court employees as well as other personnel who are not court

employees but who work in or provide services to the courts. These may include, but

are not limited to (depending on the jurisdiction), bailiffs, clerk staff, contracted court

reporters, and contracted foreign language interpreters.

• Court Administrators refers to the non-judge executive management of the state

courts, including marshals of the appellate courts, trial court administrators, and the

Office of the State Courts Administrator.

• Local PIO means a court employee, appointed by the chief justice, the chief judge or

circuit court administrator, who will serve as the single point of contact with the media.

The Long-Range Strategic Plan for the Florida Judicial Branch 2016-2022

“Keep the Courts Open” Final Report, March 28, 2002

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OVERVIEW: DELIVERING OUR MESSAGE

The overarching objective of court communications is to create, strengthen, and preserve

support for the Florida court system by demonstrating the branch’s commitment to its mission

and vision. This support is achieved through meaningful communication between the courts

and its audiences, as long as all communications adhere to the Canons of Judicial Ethics and the

Rules of Judicial Administration. The Florida Supreme Court’s Judicial Management Council

created the Court Communication Plan to advance the communication-related goals identified

in the judicial branch’s long-range strategic plan.

INTRODUCTION: THE CHANGING WORLD OF COMMUNICATION

The goal of any communication plan is to make information accessible and understandable to

everyone. Court audiences include the public, court users, the media, judicial branch

stakeholders, funding sources, as well as judges, court employees and court personnel. With

the current media landscape ever evolving, so too should the strategies to provide effective

court communication. The key to effective court communication is to identify and understand

each target audience and surround them with effective messages. Delivering effective

communication includes understanding each target audience’s interests, providing expertise

and information to assist them, increasing their awareness of the courts and court processes,

involving them by seeking their feedback, and investing in a variety of communications

channels to communicate a consistent set of messages.

How people receive information and communicate with each other changes continuously and

rapidly. New media such as Facebook, YouTube, and Twitter are transforming the way people

seek out information and understand the world. These communication tools provide

opportunities for courts to promote openness and accountability, and can encourage

conversation between the courts, journalists, and citizens. Most importantly, they present

opportunities for courts to listen to public concerns. Courts have a responsibility to citizens and

should endeavor to meet the changing expectations of each audience to educate them, provide

transparency in operations, and instill public trust and confidence in Florida’s judicial branch.

HIGH PRIORITY STRATEGIC ISSUES

This Plan provides the framework to coordinate and organize communication activities.

Strategic issues are high priority strategic areas that must be addressed over the long term to

establish meaningful communication between the courts and key audiences. These are:

ISSUE 1 – Enhancing Public Trust and Confidence

ISSUE 2 – Speaking with One Voice – Key Messages

ISSUE 3 – Improving Communication Methods

ISSUE 4 – Strengthening Internal Communication

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IMPLEMENTING THE PLAN

This Plan includes a set of goals for each high priority strategic issue that, if accomplished, will

lead to more effective court communication with all audiences. Also included is a set of

strategies that identify what needs to be accomplished to achieve the goals. This Plan suggests

a four-year time frame for implementation to allow sufficient time for the achievement of its

goals.

NOTE: All goals and strategies, once implemented, will be sustained indefinitely

by all judges and court employees.

IF NOT ALREADY IMPLEMENTED, (some goals and strategies may already be implemented in

various jurisdictions)

Year 1: 2016 – Begin January 1, 2016, through December 31, 2016;

Year 2: 2017 – Implementation anticipated between January 1, 2017, and December 31, 2017;

Year 3: 2018 – Implementation anticipated between January 1, 2018, and December 31, 2018;

Year 4: 2019 – Implementation anticipated after January 1, 2019.

The Court Communication Plan Implementation Guide and Checklist outlines the issues, goals,

and strategies and indicates the suggested time frame for implementation (Year 1 – Year 4).

Those identified in Year 1 are either activities already implemented in many courts or are

important enough to begin planning and executing first. Some strategies overlap years due to

the nature of the activity. The Chief Judge in each local jurisdiction has the discretion to

prioritize implementation as necessary and will have the opportunity to present their

accomplishments at the chief judges’ meeting or at other times designated by the chief

justice.

GETTING STARTED

Using The Court Communication Plan Implementation Guide and Checklist, each local court or

designated responsibility should begin following the steps outlined below:

1. Review the communication plan.

2. Identify goals and strategies tasked to your court, committee, unit, or area of responsibility.

3. Determine which goals and strategies are currently in place (Executing) and which need to

be implemented (Planning or To Do), or improved upon.

4. Determine current year responsibilities and designate personnel.

5. Coordinate activities with other identified groups, if necessary.

6. Monitor and summarize yearly progress.

7. Review yearly until all goals and strategies are implemented.

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RESPONSIBILITIES

The Court Communication Plan Implementation Guide and Checklist includes a “Suggested

Responsibility” column that identifies individuals, units, groups, or committees responsible for

goal and strategy development and implementation. These recommendations are a place to

start. For local responsibilities, the Chief Judge in each jurisdiction has the discretion to

designate responsibilities to appropriate staff based on resources and staff availability. Each

identified group is encouraged to work together when more than one handles goal

development and implementation. These recommendations can change over time.

Impacted groups include:

• Chief Justice (or designee)

• Chief Judge (or designee)

• All judges and court personnel

• Local Court Administration (or designee)

• Local (or designated) PIO

• Local web administrators

• Local technology staff

• Local (or designated) education staff

• Local general counsel

• Local personnel or human resources

• Supreme Court Public Information Office

• Office of Community and Governmental Relations – OSCA

• Judicial Branch Education staff – OSCA

• Branch-wide education leaders

• Leadership of Conference of County Court Judges

• Leadership of Conference of Circuit Court Judges

• Trial Court Administrators’ Annual Education Conference

• Trial Court Administrator’s Conference Planning Committee

• Committee on Communication and Public Information

Acronyms that appear in the Plan:

JMC = Judicial Management Council

Workgroup = Education & Outreach Workgroup of the Judicial Management Council

Plan = Court Communication Plan

LRSP = Long Range Strategic Plan

FLSC PIO = Florida Supreme Court Public Information Office

PIO = Public Information Officer or Public Information Office

FCPIO = Florida Courts Public Information Officers

OSCA = Office of the State Courts Administrator

OCIR = Office of Community and Intergovernmental Relations

JBE = Judicial Branch Education

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MONITORING, ASSESSMENT, AND FEEDBACK

This Plan shall be implemented and sustained through the meetings of the chief justice with the

chief judges of the district courts and the chief judges of the circuit courts pursuant to the Rule

of Judicial Administration 2.205(a)(2)(E) at a time designated by the chief justice. The

conversation is intended as a yearly round-table discussion to foster dialogue among the chief

judges regarding successes or failures of goals and strategies in each local jurisdiction.

Meaningful conversation can include:

• Methods courts use to foster relationships with business partners, justice system

partners, and intergovernmental agencies to educate and build support for the judicial

branch.

• Strategies courts have developed to handle high profile cases or crisis situations.

• Successful ways courts are promoting the KEY Court Messages to all audiences.

• Methods developed for improving internal communication.

• Strategies courts use to enhance organizational culture and create a motivating,

satisfying, and purposeful work environment.

Additionally, in January each year, an online, prepared form will be distributed to each

responsible entity to provide assessment and feedback of implemented communication

strategies. The chief justice, chief judge, court administrator, or appropriate leadership for each

responsible entity will designate appropriate staff to complete the form. Feedback will detail

goals and strategies accomplished locally and note additional strategies planned for the

upcoming year.

The yearly summary should contribute to the chief judges’ round-table discussion conducted

each year. After the chief judges’ meeting, the yearly summary may be circulated to interested

parties including trial court administrators, marshals, public information officers, and the FCPIO.

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THE PLAN: ISSUES, GOALS, AND STRATEGIES

COURT COMMUNICATION PLAN IMPLEMENTATION GUIDE AND CHECKLIST

Suggested Time Frames (If not already implemented)

Year 1 = 2016; Year 2 = 2017; Year 3 = 2018; Year 4 = 2019

For more detailed information regarding each issue, goal, and strategy listed below, use the link

provided for each strategy to navigate to the specific area in the Plan. Use this checklist as a

template for customizing and tracking local progress on specific steps taken to implement this

Plan.

EXAMPLES OF SOME STRATEGIES ARE FOUND IN APPENDIX C.

STRATEGIC ISSUE I: ENHANCING PUBLIC TRUST AND CONFIDENCE

GOAL I.1: To build support for the judicial branch by developing meaningful relationships with

KEY audiences.

Strategy I.1.A Promote and improve intergovernmental relations with the Legislature and governmental agencies to ensure

the accuracy and adequacy of their understanding and perception of the judicial branch.

Suggested Responsibility

Executing

Planning

To Do

N/A

Activity (1) Develop mechanisms to inform

policy makers about accomplishments of

the judicial branch, the judicial branch

strategic plan, and the judicial branch’s

budget priorities and proposed

substantive law changes approved by the

Florida Supreme Court. (YEAR 1)

Chief Judge or designee;

local court administration

or designee;

OSCA OCIR

Activity (2) Coordinate with county

governments to address local

requirements and options in support of

the trial courts. (YEAR 1)

Chief Judge or designee;

local court administration

or designee; OSCA OCIR

Activity (3) Continue year-round educational

programs for public officials. (YEAR 1)

Chief Justice or designee;

Chief Judge or designee;

FLSC PIO; OSCA OCIR

Strategy I.1.B Promote and improve relations with the media to ensure the accuracy and adequacy of public understanding

and perception of the judicial branch.

Activity (1) Maintain media distribution (e.g.

email blasts) and contact lists. (YEAR 1)

Local PIO

Activity (2) Develop media guidelines to

provide guidance and statewide

consistency for court PIOs. (YEAR 2)

FLSC PIO Office statewide

coordination

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Suggested Responsibility

Executing

Planning

To Do

N/A

Activity (3) Train or provide materials to

local reporters (local reporter’s workshop

or outreach) about the local court system,

rules, and policies. (YEAR 2)

Chief Judge or designee;

Local PIO

Activity (4) Inventory, compile and/or

develop educational “about the court

system” resources for the media to

promote understanding of the court

system for fair and accurate reporting.

(YEAR 3)

FLSC PIO Office

coordination

Activity (5) Develop speaking points and

templates incorporating KEY Court

Messages (as appropriate) for a variety of

situations to be used as necessary by the

Chief Judge and PIO for internal and

external audiences. (e.g. high profile cases

- criminal and civil, JQC files complaint,

judge is arrested) (YEAR 1)

FLSC PIO Office statewide

coordination - to be used

by Chief Judge, local court

administration, PIO or

designee

Activity (6) Create informative media-

specific videos answering often-asked

questions explaining the judicial branch.

(e.g. high profile cases, why judges can’t

talk about cases, how the system works,

how state courts differ from federal

courts, etc.) (YEAR 4)

FLSC PIO Office

coordination

Strategy I.1.C Establish productive working relationships with justice system partners to foster cooperation and

understanding about court administration and operations.

Activity (1) Develop regular contact with

local system partners to encourage

dialogue and feedback, open lines of

communication, establish trust, respect,

and support, and promote the exchange

of information in both routine and crisis

situations. (YEAR 2)

Chief Judge,

local court administration

or designee

Strategy I.1.D Foster business partner relations to develop and improve understanding of the judicial branch.

Activity (1) Establish regular meetings or

feedback mechanisms to encourage

dialogue, open lines of communication,

and establish trust, respect, and support.

(YEAR 2)

Chief Judge, local court

administration or

designee

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Suggested Responsibility

Executing

Planning

To Do

N/A

Strategy I.1.E Encourage and expand relationships, when presented and as needed, with all levels of educational institutions

to improve understanding of, and involvement with, the judicial branch. (Outreach can include: elementary/secondary

schools; vocational/technical schools; colleges/universities; law schools.)

(YEAR 2)

Local court administration,

education staff or

designee

Strategy I.1.F Encourage and expand relationships, when presented and as needed, with community organizations and civic

groups to improve understanding of, and involvement with, the judicial branch. (Outreach can include: The Florida Bar

Foundation; leadership groups and chambers of commerce; civic groups; and others.)

(YEAR 2)

Chief Judge or designee,

local court administration,

education staff or

designee

GOAL I.2: To increase public awareness about court programs, services, and performance.

Strategy I.2.A Promote court programs and services using a variety of communication methods including the web, video,

new media communications, publications, education programs, public forums, and other available mediums.

Activity (1) Create a local team to coordinate

public awareness efforts and promote

local court services. (e.g. eFiling

procedures, new court programs, new

chief judge). (YEARS 2 - 3)

Chief Judge or designee,

local court administration,

PIO, technology, web

administrator or other

designee

Activity (2) Develop mechanisms to publicize

information about court performance.

(YEARS 2 - 3)

Chief Judge or designee,

local court administration,

PIO, technology, web

administrator or other

designee

Activity (3) Develop initiatives to educate

editorial boards, local leaders, and the

news media about complex issues facing

the court system. (YEARS 2 - 3)

Local court administration

and/or PIO; with guidance

from FLSC PIO Office or

designee

GOAL I.3: To provide information to the public and court users to ensure understanding of court processes

and procedures, services available, and methods for accessing them.

Strategy I.3.A Continuously assess the needs of court users to develop improved methods of communication and

information delivery to facilitate participation in court proceedings and provide access to available resources.

(YEAR 2)

Chief Judge, judges, local

court administration or

designee

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Suggested Responsibility

Executing

Planning

To Do

N/A

Goal I.3.B Educate judges, court employees, and court personnel about court processes and areas of concern identified

locally in Strategies 1.3.A and I.4.A to better assist and serve the public about using court resources and the judicial system.

(YEAR 3)

Local court administration

or designee, education

staff

Goal I.3.C Leverage technology, as appropriate and when available, to provide access to and information about court

processes and services. (e.g. mobile apps, video, web content)

(YEAR 2)

Local court administration

and/or technology staff;

FLSC PIO Office statewide

coordination

GOAL I.4: To involve the public to improve court processes.

Strategy I.4.A Provide a mechanism for the public to offer feedback or pose questions about court policies, procedures, and

services thereby enabling the Chief Judge and court administration to identify and address systemic issues.

(YEAR 2)

Chief Judge, judges, local

court administration or

designee

Strategy I.4.B Include interested members of the public (when/where appropriate) on court committees, workgroups, and

other appropriate policy advisory bodies of the judicial branch used to seek improvement or develop initiatives to improve

court policies, procedures, and areas of concern.

(YEAR 2)

Chief Judge, judges, local

court administration or

designee

GOAL I.5: To educate the public about the purposes, roles, responsibilities, and decisions of the judicial

branch by improving outreach efforts.

Strategy I.5.A Develop coordinated educational materials and programs to be used statewide by all courts to spearhead and

energize court-community relationships.

Activity (1) Develop literature, citizen’s

guides, videos, multi-media presentations,

and other materials to be used by all

courts. (YEARS 2 - 3)

FLSC PIO Office statewide

coordination

Activity (2) Develop programs for statewide

use suitable for modification by local court

education programs. (YEARS 2 - 3)

FLSC PIO Office statewide

coordination

Strategy I.5.B Develop local community-focused initiatives and outreach programs, in concert with Strategy I.5.A, to

increase understanding of the judicial branch.

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Suggested Responsibility

Executing

Planning

To Do

N/A

Activity (2) Utilize a variety of user-friendly

platforms such as, but not limited to,

interactive workshops, court house visits,

speaking engagements, mentoring

programs, town hall meetings, and

community partnerships. (YEAR 4)

Local PIO, education staff,

and/or court

administration

Activity (3) Communicate and share

information about local education and

outreach programs to inspire judges to

become involved in outreach efforts.

(YEAR 4)

Conference of County

Court Judges; Conference

of Circuit Court Judges;

Trial Court Administrators’

Annual Education

Conference; other

opportunities, as

appropriate

Strategy I.5.C Develop and coordinate statewide strategic educational campaigns that spotlight the judicial branch, the law,

and civics. (e.g. Law Day, Constitution Day, back-to-school, elections/civics)

Activity (1) Promote campaigns at

designated times of the year utilizing all

forms of communication technology and

tools (social media, websites, and other

platforms), including video messages and

multi-media.

(YEARS 2 - 3)

FLSC PIO Office statewide

coordination

Strategy I.5.D Provide information on court websites about local court educational programs, visiting the courthouse,

watching court proceedings, and touring the courthouse.

(YEAR 1)

Local web administrator,

education staff, and/or

court administration

Strategy I.5.E Provide educational resource links on court websites about the Florida court system, the judicial branch, and

legal resources.

(YEAR 2)

Local web administrator,

education staff, and/or

court administration

Strategy I.5.F Provide oral argument press summaries or case descriptions in high profile or cases of interest to improve

reporting accuracy and public understanding.

(YEAR 1)

FLSC PIO

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Suggested Responsibility

Executing

Planning

To Do

N/A

Strategy I.5.G Incorporate the judicial branch mission and vision when and where possible in all communication efforts,

including but not limited to: educational and public outreach materials, websites, brochures, speeches, presentations,

quotes, blogs, op-eds, talking points, social media messages, and other official court communication.

(YEAR 1)

All judges and court

personnel

GOAL I.6: To provide training and guidance on media relations and public speaking to judges and court

employees who interact with the media and the public on behalf of the courts.

Strategy I.6.A Develop an informational guide and provide training on media relations and public speaking.

(YEAR 3)

FLSC PIO Office statewide

coordination; Local PIO;

Judicial Branch Education

staff

Strategy I.6.B Develop materials for court employees who regularly interact with the public on best practices for

communicating with and assisting court users and the public.

(YEAR 4)

FLSC PIO Office statewide

coordination; Local court

PIOs

STRATEGIC ISSUE II: SPEAKING WITH ONE VOICE – KEY MESSAGES

GOAL II.1: To promote a unified message by using KEY Court Messages.

Strategy II.1.A Actions or communication that emanate from the Branch should use KEY Court Messages to ensure

consistency of thought and tone and promote a unified statewide message.

(YEAR 1)

All judges and court

personnel; Local court

PIOs

Strategy II.1.B Messages should be used where appropriate and whenever possible across all locations and levels of court

system including the Supreme Court, the appellate courts, the trial courts, and the Office of the State Courts Administrator.

(YEAR 1)

All judges and court

personnel; Local court

PIOs

Strategy II.1.C Messages should be used by judges and court system personnel when engaging the legislature and other

funding stakeholders, the press, the public, justice system, and business partners.

(YEAR 1)

All judges and court

personnel; Local court

PIOs

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Suggested Responsibility

Executing

Planning

To Do

N/A

GOAL II: To ensure communication, both internally and externally, is consistent, purposeful, and deliberate.

Strategy II.2.A All official court communication should incorporate KEY Court Messages, as appropriate. KEY Court Messages

should be used when writing press releases, media advisories, responses to the public, comments to the media, talking

points, speeches, presentations, brochures, quotes, blogs, op-eds, educational and public outreach materials, social media

messages, web content, and other official court communication.

(YEAR 1)

All judges and court

personnel; Local court

PIOs

Strategy II.2.B All official court communication should have a goal and purpose defined with key audiences identified,

adapting messages accordingly.

(YEAR 1)

All judges and court

personnel; Local court

PIOs

Strategy II.2.C All official court communication should be informative, accurate, consistent, and positive.

(YEAR 1)

All judges and court

personnel; Local court

PIOs

Strategy II.2.D Court system professionals in each appellate or trial court with expertise in or tasked with the public

information function should handle ensuring consistency of information and for suggesting improvements to the

communication process.

(YEAR 1)

Local court PIOs

STRATEGIC ISSUE III: IMPROVING COMMUNICATION METHODS

GOAL III.1: To maximize the use of technology to advance court communication efforts.

Strategy III.1.A Identify opportunities to utilize communication technologies, social media (where appropriate/as

approved), websites, and other resources to promote new and existing court programs and services, educational programs,

and judicial branch success stories.

(YEARS 2 - 3)

Local court PIO,

technology staff and/or

web administrator

Strategy III.1.B Monitor patterns of usage of court websites, new media accounts, and other communication technologies

by using analytics or business intelligence tools to assess and understand public behavior and habits, adjusting delivery

methods when technology trends change, as necessary.

(YEAR 3)

Local technology staff,

web administrator and/or

court PIO

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Suggested Responsibility

Executing

Planning

To Do

N/A

Strategy III.1.C Educate judges and court employees on social media (as approved) and new technologies, their impact on

the court system and proper use as court communication tools.

(YEAR 3)

Local technology staff,

court administration

and/or PIO; JBE staff

GOAL III.2: To create consistency in delivery of website information.

Strategy III.2.A Develop minimum website content guidelines for trial and appellate court websites.

(YEARS 1 - 2)

FLSC PIO Office statewide

coordination

Strategy III.2.B Determine minimum educational content and resource listings for educational web pages for trial and

appellate court websites.

(YEARS 1 - 2)

FLSC PIO Office statewide

coordination

Strategy III.2.C Maintain consistency of website content and functionality on trial and appellate court websites.

(YEAR 3)

Local web administrator

as determined in III.2.A

and III.2.B above

STRATEGIC ISSUE IV: STRENGTHENING INTERNAL COMMUNICATION

GOAL IV.1: To improve internal communication.

Strategy IV.1.A The state courts system - including the Supreme Court, the appellate courts, the trial courts, and the OSCA -

will engage in regular and consistent information sharing.

(YEARS 1 - 2)

All judges and court

personnel; Circuit/County

conference leadership

Strategy IV.1.B Explore ways to develop or improve internal communication methods to ensure regular and consistent

information sharing to provide judges and court employees with timely information, resources, tools, and technology.

Activity (1) Develop and maintain an up-to-

date repository for local information;

including information shared in Strategy

IV.1.A(1) and Strategy IV.1.A(2).

(YEARS 2 - 3)

Chief Judge, judges, local

court administration,

technology staff, and/or

other designees

Activity (2) Develop mechanisms to timely

share information. (YEARS 2 - 3)

Chief Judge, judges, local

court administration,

technology staff, and/or

other designees

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Suggested Responsibility

Executing

Planning

To Do

N/A

Strategy IV.1.C Encourage judges, administrators, and managers to hold regular staff meetings to ensure timely and

consistent multi-directional communication of information with staff.

(YEARS 1 - 2)

Chief Judge, judges,

administrators, managers,

and/or other designees

Strategy IV.1.D Ensure Intranet or document sharing site(s) at the state and local levels are maintained to provide current

information for judges and court employees. (intranet.flcourts.org).

(YEARS 1 - 2)

Appropriate web

administrator

Strategy IV.1.E Develop speaking points and templates incorporating KEY Court Messages (as appropriate) for a variety of

situations to be used when necessary by the Chief Judge and PIO for internal audiences. (Similar to, Strategy I.1.B(5))

(YEAR 1)

FLSC PIO Office statewide

coordination - to be used

by Chief Judge, local court

administration, PIO or

designee

Strategy IV.1.F Develop procedures to solicit feedback from judges and court personnel to express concerns about court

policies and procedures or share ideas to improve court processes and performance. Feedback mechanisms could include

surveys, comment forms, and discussion forums.

(YEARS 1 - 2)

Chief Judge, local court

administration or

designee

Strategy IV.1.G Provide internal opportunities for judges, administrators, and court employees to share information about

programs and services in their local jurisdiction.

(YEARS 2 - 3)

Leadership of judicial

conferences; Trial Court

Administrator’s Education

Committee; other

opportunities, as

appropriate

GOAL IV.2: To create a motivating, satisfying, and purposeful work environment and organizational culture

that values and engages judges and court employees.

Strategy IV.2.A At the direction of the Chief Judge, each jurisdiction will use internal communication channels and methods

to support organizational development.

Activity (1) Promote the mission and vision

of the judicial branch to ensure employee

understanding. (YEAR 3)

Chief Judge, judges, local

court administration

and/or designees

Court Communication Plan: Delivering Our Message

17 | Page

Suggested Responsibility

Executing

Planning

To Do

N/A

Activity (2) Continuously develop ways to

strengthen high-quality communication

among employees to foster employee

engagement. (YEAR 3)

Chief Judge, judges, local

court administration

and/or designees

Activity (3) Develop strategies that recognize

employee excellence and achievements.

(YEAR 3)

Chief Judge, judges, local

court administration

and/or designees

GOAL IV.3: To ensure all judges and court employees understand their roles and responsibilities.

Strategy IV.3.A Judicial and court employee education programs will include content that addresses the roles,

responsibilities and relationships among judicial officers, Supreme Court committees and commissions, and court

employees.

(YEAR 3)

Branch-wide educational

leaders; OSCA JBE staff

Strategy IV.3.B Provide educational content about the judicial branch mission and vision in judicial education, court

employee education, or staff development programs.

(Year 3)

Judicial mentors; Court

personnel education

programs; Local personnel

or human resources

EXAMPLES OF SOME STRATEGIES ARE FOUND IN APPENDIX C.

Court Communication Plan: Delivering Our Message

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Court Communication Plan for the Judicial Branch of Florida:

DELIVERING OUR MESSAGE

Issues, Goals, and Strategies

STRATEGIC ISSUE I:

ENHANCING PUBLIC TRUST AND CONFIDENCE

It is important that communication by all courts in Florida strengthens the public’s trust and

confidence in our court system. Courts rely on public trust and confidence as the source of

their effectiveness. Public confidence in the judicial branch is directly related to the courts’

ability to fulfill their mission. However, people don’t trust what they don’t understand.

Therefore, educating the public about the judicial branch is one important component of

increasing support of court-related initiatives which allow the courts to operate more

effectively. The judicial branch will fulfill its mission most effectively when members of the

public are able to use its services. Finally, the Florida Judicial Branch must engage the public in

order to identify and meet public needs. Building relationships with all audiences increases

trust and confidence in our system.

Goals and Strategies will:

 Establish relationships and improve perceptions

 Assist, involve, and respond to the public

 Educate and inform all audiences

Goal I.1: To build support for the judicial branch by developing meaningful relationships with

key audiences.

Strategy I.1.A Promote and improve intergovernmental relations with the Legislature and

governmental agencies to ensure the accuracy and adequacy of their understanding and

perception of the judicial branch.

Activities:

(1) Develop mechanisms to inform policy makers about accomplishments of the branch

judicial, the judicial branch strategic plan, and the judicial branch’s budget priorities

and proposed substantive law changes approved by the Supreme Court.

(a) The Florida Rules of Judicial Administration 2.205(a)(1)(B) prohibit any judge or

supreme court created body, or any conference of judges from recommending

to the legislative or executive branch state budget priorities that have not been

approved by the Court. This does not apply to judges expressing their personal

views who affirmatively make it explicitly clear that they are not speaking on

behalf of the judicial branch.

Court Communication Plan: Delivering Our Message

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(b) It is the State Courts Administrator’s duty to

inform the judiciary of the state courts system’s

final budget request and any proposed

substantive law changes approved by the Florida

Supreme Court. Fla.R.Jud.Admin. 2.205(e)(2)

Legislature and legislative committees about the

judicial branch’s budget priorities and position on

proposed substantive law changes should be

coordinated through the judicial branch’s

legislative team.

(2) Coordinate with county governments to address

local requirements and options in support of the trial

courts.

(3) Continue year-round educational programs for

public officials.

Messengers Policymakers

TRUST the most

 Supreme court justices

 Lawyers within the

legislature

 Judges from

lawmakers district

 Other “users” of the

court (businesses,

veterans, etc.)

 Business leaders

 Court officials and

administrators with

performance data

TRY THIS: ENGAGING POLICY MAKERS YEAR-ROUND

(Strategy I.1.A.3)

a) Local courthouse visits or educational program

b) Orientation program for new legislative members

c) Social dinner

TALKING POINTS: Talking points for broadly applicable branch

agenda issues are updated and posted on the “Resources on

Substantive and Fiscal Issues” page found on the

State Courts

System Intranet. For assistance crafting specific talking points

regarding topics not listed, contact OSCA’S OCIR at (850) 922-5692.

NOTE: If possible, please

communicate any local outrea

efforts by judges with lawmak

to the state courts administrat

or the director of OSCA’s OCIR

prior to the meeting or as soo

possible once outreach occurs.

(email: [email protected])

ers

n as

Strategy I.1.B Promote and improve relations with the media to ensure the accuracy and

adequacy of public understanding and perception of the judicial branch.

Activities:

(1) Maintain media distribution (e.g. email blasts) and contact lists.

(2) Develop media guidelines to provide guidance and

statewide consistency for court PIOs.

(3) Train or provide materials to local reporters (local

reporter’s workshop or outreach) about the local

court system, rules, and policies.

TRY THIS: OUTREACH TO

LOCAL REPORTERS

(Strategy I.1.B.5)

Local Workshop / Courthouse tour

/ Lunch ‘n Learn / Q & A Session

Funding Justice: Strategies and Messages for Restoring Court Funding, 2012

Court Communication Plan: Delivering Our Message

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(4) Inventory, compile and/or develop educational “about the court system” resources for

the media to promote understanding of the court system for fair and accurate

reporting.

(5) Develop speaking points and templates incorporating KEY Court Messages (as

appropriate) for a variety of situations to be used (and approved) by the Chief Judge and

PIO. (e.g. high profile cases - criminal and civil, JQC files complaint, judge is arrested)

(6) Create informative media-specific videos answering often-asked questions explaining

the judicial branch. (e.g. high profile cases, why judges can’t talk about cases, how the

system works, how state courts differ from federal courts, etc.)

Strategy I.1.C Establish productive working relationships with justice system partners to foster

cooperation and understanding about court

administration and operations.

Activities:

(1) Develop regular contact with local

system partners to encourage dialogue

and feedback, open lines of

communication, establish trust, respect,

and support, and promote the exchange

of information in both routine and crisis

situations. (e.g. monthly/quarterly meetings)

Strategy I.1.D Foster business partner relations to develop and improve understanding of the

judicial branch.

Activity:

(1) Establish regular meetings or feedback

mechanisms to encourage dialogue,

open lines of communication, and

establish trust, respect, and support.

(e.g. yearly meetings)

Strategy I.1.E Encourage and expand relationships, when presented and as needed, with all

levels of educational institutions to improve understanding of, and involvement with, the

judicial branch. (Outreach can include: elementary/secondary schools; vocational/technical

schools; colleges/universities; law schools.)

Strategy I.1.F Encourage and expand relationships, when presented and as needed, with

community organizations and civic groups to improve understanding of, and involvement with,

the judicial branch. (Outreach can include: The Florida Bar Foundation; leadership groups and

chambers of commerce; civic groups; and others.)

TRY THIS: JUSTICE PARTNERS

(Strategy I.1.C)

One circuit held a Lunch ‘n Learn with judges and

pre-trial release staff to discuss intervention and

detention procedures and goals.

--------------------------------

“What a great exchange of ideas. We need to do

this more often.” – Court administration staff

TRY THIS: BUSINESS PARTNERS

(Strategy I.1.D)

Coordinate a regular courthouse tour and

presentation as part of the "curriculum" of your local

Leadership organization (e.g., Leadership Broward,

Leadership Miami).

Court Communication Plan: Delivering Our Message

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Goal I.2: To increase public awareness about court programs, services, and performance.

Strategy I.2.A Promote court programs and services using a variety of communication methods

including the web, video, new media communications, publications, education programs, public

forums, and other available mediums.

Activities:

(1) Create a local team to coordinate public awareness efforts and promote local court

services. (e.g. eFiling procedures, new court programs, new chief judge.)

(2) Develop mechanisms to publicize information about court performance.

(3) Develop initiatives to educate editorial boards, local leaders, and the news media about

complex issues facing the court system.

Goal I.3: To provide information to the public and court users to ensure understanding of

court processes and procedures, services available, and methods for accessing them.

Strategy I.3.A Continuously assess the needs of court users to develop improved methods of

communication and information delivery to facilitate participation in court proceedings and

provide access to available resources.

Strategy I.3.B Educate judges, court

employees, and court personnel about court

processes and areas of concern identified

locally in Strategies 1.3.A and I.4.A to better

assist and serve the public about using court

resources and the judicial system.

Strategy I.3.C Leverage technology, as appropriate and when available, to provide access to and

information about court processes and services. (e.g. mobile apps, video, web content)

Funding Justice: Strategies and Messages for Restoring Court Funding, 2012

MESSENGERS THE PUBLIC TRUSTS

THE MOST

Retired judges / Small-business owners /

Sitting judges / Bipartisan groups of retired

elected officials

TRY THIS: NEEDS ASSESSMENT

(Strategy 1.3.A)

1) Understand local audiences: what do court users and the public want and need?

2) What do we need them to know?

3) Create tools for court users and the public to use: handouts, messaging, visuals,

video, interactive.

4) Engage court users and the public through outreach efforts.

5) Focus on success: goals & objectives.

6) Measure your success: How are we doing? (opinion/survey/analytics)

(See, Strategy 1.4.A)

Court Communication Plan: Delivering Our Message

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Goal I.4: To involve the public to improve court processes.

Strategy I.4.A Provide a mechanism for the public to offer feedback or pose questions about

court policies, procedures, and services thereby enabling the Chief Judge and court

administration to identify and address systemic issues. Feedback mechanisms could include

surveys, comment forms, and discussion forums.

“We survey the public as they leave the courts during the month of June and tell [budget

policymakers] what they are saying about the services. They have a good feeling for what we

are doing and how well we’re performing.

” – Court Administrator

Strategy I.4.B Include interested members of the public (when/where appropriate) on court

committees, workgroups, and other appropriate policy advisory bodies of the judicial branch

used to seek improvement or develop initiatives to improve court policies, procedures, and

areas of concern.

Goal I.5: To educate the public about the purposes, roles, responsibilities, and decisions of

the judicial branch by improving outreach efforts.

Strategy I.5.A Develop coordinated educational materials and programs to be used statewide

by all courts to spearhead and energize court-

community relationships.

Activities:

(1) Develop literature, citizen’s guides, videos,

multi-media presentations, and other materials

to be used by all courts.

(2) Develop programs for statewide use suitable for

modification by local court education programs.

Strategy I.5.B Develop local community-focused initiatives and outreach programs, in concert

with Strategy I.5.A above, to increase understanding of the judicial branch.

Activities:

Funding Justice: Strategies and Messages for Restoring Court Funding, 2012

EXAMPLE NEEDS ASSESMENT RESULT:

Develop A List of Local Service Providers (non-profits) For Court Users

Mental Health / Veterans / Domestic Violence / Food / Housing / LGBT / Others

LOCAL EDUCATION AND

OUTREACH PROGRAM EXAMPLES

(Strategy I.5.A & B)

Circuit: Classroom to Courtroom

Circuit: Inside the Courts

Circuit: Local Justice Teaching

Institute

Court Communication Plan: Delivering Our Message

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(1) Determine local educational needs to design programs for specific audiences.

(2) Utilize a variety of user-friendly platforms such as, but not limited to, interactive

workshops, courthouse visits, speaking engagements, mentoring programs, town hall

meetings, and community partnerships.

(3) Communicate and share information about local education and outreach programs to

inspire judges to become involved in outreach efforts.

Strategy I.5.C Develop and coordinate statewide strategic educational campaigns that spotlight

the judicial branch, the law, and civics. (e.g. Law Day, Constitution Day, back-to-school,

elections/civics)

Activity:

(1) Promote campaigns at designated times of the year utilizing all forms of communication

technology and tools (social media, websites, and other platforms), including video

messages and multi-media.

Strategy I.5.D Provide information on court websites about local court educational programs,

visiting the courthouse, watching court proceedings, and touring the courthouse.

Strategy I.5.E Provide educational resource links on court websites about the Florida court

system, the judicial branch, and legal resources. (See also, Strategy III.2.B)

Strategy I.5.F Provide oral argument press summaries or case descriptions in high profile or

cases of interest to improve reporting accuracy and public understanding.

Strategy I.5.G Incorporate the judicial branch mission and vision when and where possible in all

communication efforts. Including but not limited to: educational and public outreach materials,

websites, brochures, speeches, presentations, quotes, blogs, op-eds, talking points, social

media messages, and other official court communication.

Goal I.6: To provide training and guidance on media relations and public speaking to judges

and court employees who interact with the media and the public on behalf of the courts.

Strategy I.6.A Develop an informational guide and provide training on media relations and

public speaking.

Strategy I.6.B Develop materials for court employees who regularly interact with the public on

best practices for communicating with and assisting court users and the public.

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STRATEGIC ISSUE II:

SPEAKING WITH ONE VOICE – KEY COURT MESSAGES

The goal for communications should focus on promoting the public’s understanding of the role

of the court to preserve the rule of law and its critical role in safeguarding the fundamental

constitutional and legal rights of all individuals. Whether these communications are addressing

routine court matters or special crises, it is important that courts speak with one voice

delivering the same message.

Goals and Strategies will align with the following messages.

KEY Court Messages

Message 1: Courts administer justice so that we can live in a civil and peaceful manner.

Courts help us live as a free and orderly community. Courts ensure that we continue as a

democracy.

Message 2: The court system is strongly committed to ensuring fairness and access to all

people in a timely and responsive manner.

Message 3: One of the foundations of a democracy is a judicial system that operates in an

environment where judges remain objective, unbiased and impartial.

Message 4: The Florida judicial branch is strongly committed to accountability; courts are

working to ensure that they are good stewards of public resources.

Message 5: Judges and court employees are committed to the branch’s mission and vision.

Goal II.1: To promote a unified message by using KEY Court Messages.

Strategy II.1.A Actions or communications that emanate from the Branch should use KEY Court

Messages to ensure consistency of thought and tone and promote a unified statewide message.

Strategy II.1.B Messages should be used where appropriate and whenever possible across all

locations and levels of court system, including the Supreme Court, the appellate courts, the trial

courts, and the Office of the State Courts Administrator.

Strategy II.1.C Messages should be used by judges and court system personnel when engaging

the legislature and other funding stakeholders, the press, the public, justice system, and

business partners.

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Goal II.2: To ensure communication, both internally and externally, is consistent, purposeful,

and deliberate.

Strategy II.2.A All official court communication should incorporate KEY Court Messages as

appropriate. KEY Court Messages will be used when

writing press releases, media advisories, responses to the

public, comments to the media, talking points, speeches,

presentations, brochures, quotes, blogs, op-eds,

educational and public outreach materials, social media

messages, web content, and all other official court

communication.

Strategy II.2.B All official court communication should

have a goal and purpose defined with key audiences identified, adapting messages accordingly.

(See, Key Audiences.)

Strategy II.2.C All official court communication should be informative, accurate, consistent, and

positive.

Strategy II.2.D Court system professionals in each appellate or trial court with expertise in or

tasked with the public information function should handle ensuring consistency of information

and for suggesting improvements to the communication process.

STRATEGIC ISSUE III:

IMPROVING COMMUNICATION METHODS

It is important that communication by all courts in Florida be consistent not only with its

message but with the manner information is communicated. Ensuring that all courts are using

the same methods, following the same guidelines, and providing the same information is

imperative. Improving communication methods through the use of new and proper technology

allows the courts to reach targeted audiences in their environment. Improving communication

methods can provide understanding into court operations; reducing misperceptions about the

judicial system that often stems from a lack of necessary information. Being consistent

supports transparency, reduces confusion and frustration, and builds public support for the

judicial branch.

Goals and Strategies will:

 Maximize technology to support transparency

 Provide consistent delivery of information

Strategic Communication:

The right message

Through the right media

To the right audience

At the right time

With the right effect.

Court Communication Plan: Delivering Our Message

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Goal III.1: To maximize the use of technology to advance court communication efforts.

Strategy III.1.A Identify opportunities to utilize communication technologies, social media

(where appropriate/as approved), websites, and other resources

to promote new and existing court programs and services,

educational programs, and judicial branch success stories.

Strategy III.1.B Monitor patterns of usage of court websites, new

media accounts, and other communication technologies by using

analytics or business intelligence tools to assess and understand

public behavior and habits, adjusting information delivery

methods when technology trends change, as necessary.

Strategy III.1.C Educate judges and court employees on social media (as approved) and new

technologies, their impact on the court system and proper use as communication tools.

(e.g. social media such as Twitter, blogs)

Goal III.2: To create consistency in delivery of website information.

Strategy III.2.A Develop minimum website content guidelines for trial and appellate court

websites. (As examples but are not limited to: mission and vision, directory of judges, court

docket, listing of services, forms, legal aid resources, physical address/map/directions, FAQs,

JQC link, etc.)

Strategy III.2.B Determine minimum educational content and resource listings for educational

web pages for trial and appellate court websites. (As examples but not limited to: Florida court

system structure, educator resources, legal links, etc.)

Strategy III.2.C Maintain consistency of website content and functionality on trial and appellate

court websites. (As identified in Strategy III.2.A and Strategy III.2.B above)

Number of High Courts &

AOCs Using New Media

Twitter

YouTube

Facebook

Flickr

Source: National Center for

State Courts (09/2015)

ON-LINE INFORMATION & SERVICES

Citizens should be able to:

 Find with ease relevant, accurate, and up-to-date information.

 Understand information the first time they read it.

 Complete common tasks efficiently.

 Obtain the same answer from all service channel (Web, phone, email, print, in person).

 Provide feedback and ideas and hear what the government will do with them.

 Access critical information if they have a disability or aren’t proficient in English.

Source: Rachel Flagg, Federal Web Managers Council

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STRATEGIC ISSUE IV:

STRENGTHENING INTERNAL COMMUNICATION

Strengthening internal communication will foster employee engagement, promote the value

and worth of each employee, and improve the quality of the work environment. The judicial

branch must be just as intentional about its internal communication as it is with its external

communication. High-quality communication can actively reinforce court values; while low-

quality communication can undermine them. Encouraging multi-directional communication

helps ensure all members of the court system are well-informed. Improving internal

communication can increase employee engagement and productivity and foster a spirit of

unity, commitment, and cooperation among co-workers. Courts must find practical solutions to

strengthen the internal communication process to create a work environment that enables

every individual to contribute their best, and inspires employees to keep learning to produce

valued results.

Goals and strategies will:

 Enhance employee productivity and performance

 Contribute to employee efficiency and effectiveness

 Recognize the value of employees

Goal IV.1: To improve internal communication.

Strategy IV.1.A The state courts system - including the Supreme Court, the appellate courts, the

trial courts, and the OSCA - will engage in regular and consistent information sharing

Activities:

(1) Information sharing should occur statewide among the following groups.

As examples, but not necessarily limited to:

(a) Chief Judges’ meetings with the chief justice;

(b) Chief judges/trial court administrator meetings;

(d) Communication with and among circuit and county

court conferences and their chairs;

(e) Annual Judicial Leadership meeting;

(f) Court committees, councils;

(g) Communication from presiding judicial officer in each

jurisdiction to judges, court employees; and

all other relevant sharing opportunities.

(2) To include such information, as examples but are not limited to:

(a) Judicial Branch, district, and circuit budgets;

(b) Judicial Branch, district, and circuit policies;

Judicial Branch Internal Communication Survey Findings from the 2010 Governance Study

“Communication is

essential to

understand where we

are going and how we

get there together.”

– Court system

employee.

Court Communication Plan: Delivering Our Message

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(d) OSCA services;

(e) State and local court rules under consideration; and

(f) Recommendations of branch committees, commissions, workgroups, and

conferences.

Strategy IV.1.B Explore ways to develop or improve internal communication methods to ensure

regular and consistent information sharing to provide judges and court employees with timely

information, resources, tools, and technology.

Activities:

(1) Develop and maintain an up-to-date

repository for local information; including

information shared in Strategy IV.1.A(1) and

Strategy IV.1.A(2) above.

(e.g. meeting agendas, meeting summaries,

conference information with resources

received, local policies, procedures, and

other necessary resource information.)

(2) Develop mechanisms to timely share information.

(e.g. changes to local policies and procedures, new services offered, additions to court

calendars, new judges, judicial retirements, and other court administration or pertinent

courthouse information.)

Strategy IV.1.C Encourage judges, administrators, and managers to hold regular staff meetings

to ensure timely and consistent multi-directional communication of information with staff.

Strategy IV.1.D Ensure Intranet or document sharing site(s) at the state and local levels are

maintained to provide current information for judges and court employees.

(intranet.flcourts.org)

Strategy IV.1.E Develop speaking points and

templates incorporating KEY Court Messages (as

appropriate) for a variety of situations to be used

when necessary by the Chief Judge and PIO for

internal audiences. (Similar to, Strategy I.1.B(5)) (e.g.

high profile cases - criminal and civil, JQC files

complaint, judge is arrested)

Activities:

(1) Ensure internal communication messages for court personnel comply with the Code

of Judicial Conduct.

(2) Develop internal messages with public records request concerns in mind.

Informed and Valued Employees can:

Provide the best public relations by

providing quality service

Be ambassadors of the court system by

promoting key messages

Should be the first audience for court

messages

Source: Institute for Public Relations

Internal Communications: Return on

Employee Investment (ROEI)

Increase in employee performance

Decrease in employee turnover

Increase in customer satisfaction

Source: Sage Human Resource Management

Court Communication Plan: Delivering Our Message

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Strategy IV.1.F Develop procedures to solicit feedback from judges and court personnel to

express concerns about court policies and procedures or share ideas to improve court

processes and performance. Feedback mechanisms could include surveys, comment forms,

and discussion forums.

Strategy IV.1.G Provide internal opportunities for judges, administrators, and court employees

to share information about programs and services in their local jurisdiction.

Goal IV.2: To create a motivating, satisfying, and purposeful work environment and

organizational culture that values and engages judges and court employees.

Strategy IV.2.A At the direction of the Chief Judge, each jurisdiction will use internal

communication channels and methods to support organizational development.

Activities:

(1) Promote the mission and vision of the judicial

branch to ensure employee understanding.

(2) Continuously develop ways to strengthen

high-quality communication among employees

to foster employee engagement.

(3) Develop strategies that recognize employee

excellence and achievements.

Goal IV.3: To ensure all judges and court employees understand their roles and

responsibilities.

Strategy IV.3.A Judicial and court employee education programs will include content that

addresses the roles, responsibilities and relationships among judicial officers, Supreme Court

committees and commissions, and court employees.

Strategy IV.3.B Provide educational content about the judicial branch mission and vision in

judicial education, court employee education, or staff development programs.

TRY THIS: INTERNAL COMMUNICATION

(Strategy IV.2.A)

Monthly / Quarterly Newsletter:

Develop a Template (in Word or Online)

Restructure template once a year

Use an intern (distribute the work)

Court Communication Plan: Delivering Our Message

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ADDITIONAL MATERIAL GUIDING THE PLAN

COURT COMMUNICATION PLAN KEY AUDIENCES

Meaningful communication begins by identifying key audiences. Once identified, courts should

use a variety of communication methods tailored to the nature of the message being conveyed

and the audience being targeted.

Audience

Our Message:

Desired Response from Audience:

Judges and court

personnel



Everyone is valuable.

 Everyone works to achieve the

mission and vision of the judicial

branch.

 Everyone’s unique role impacts the

court system.



Speak enthusiastically and with pride

about the quality and impact of their

work, and court initiatives.

 Understand the mission and vision of

the judicial branch.

 Support, protect and defend the

judicial branch.

Public

 The judicial branch is transparent,

responsible and accountable.

 The judicial branch is fair and

impartial.

 The judicial branch is committed to

our mission and vision.

 Speak knowledgeably and favorably

about the judicial branch.

 Respect for the judicial branch.

 Understand the role of the judicial

branch as a co-equal branch of

government.

 Understand the citizens’ role in

electing and retaining judges.

 Understand the important function

the judicial branch provides the

citizens of Florida.

Court Users (non-

attorney), i.e.

litigants/ parties

to a lawsuit,

defendants,

victims,

witnesses, jurors,

pro se filers

 The judicial branch is fair and

impartial.

 The judicial branch is committed to

ensuring court procedures are

understandable.

 Everyone is treated with dignity and

respect.

 Everyone has an opportunity to be

heard.

 Speak favorably about the judicial

process and treatment received by

judges and court personnel

regardless of case outcome.

 Respect the decisions of the judiciary.

 Understand decisions and their

future responsibilities.

 Comply with court orders.

 Engage in future law-abiding

behavior.

Media

 The judicial branch is transparent,

responsible and accountable.

 The judicial branch is fair and

impartial.

 The judicial branch is committed to

our mission and vision.

 The judicial branch is a co-equal

branch of government.

 Provide fair coverage.

 Be responsive to positive story ideas

about the judicial branch.

 Present the courts in a fair light;

emphasize the valuable work of

judges and court personnel and the

services provided by the court

system.

Court Communication Plan: Delivering Our Message

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Audience

Our Message:

Desired Response from Audience:

 Turn to the judicial branch for

expertise and guidance before

jumping to conclusions or reporting

negatively.

Governmental

funding providers



The judicial branch is a co-equal

branch of government.

 The judicial branch serves the citizens

of Florida.

 The judicial branch is committed to

excellence, accountability, and

transparency.



Enact legislation and/or allocate

resources for programs and services.

 Support the judicial branch and its

mission and vision.

 Speak enthusiastically and

respectfully about the judicial branch.

Judicial branch

partners and

stakeholders, i.e.

The Florida Bar,

state attorney,

public defender,

AG, GAL, DCF, law

enforcement, and

others.

 The judicial branch supports the work

of all partners for the success of the

judicial branch.

 The judicial branch is transparent,

responsible and accountable.

 The judicial branch is fair and

impartial.

 The judicial branch is committed to

our mission and vision.

 Support the judicial branch.

 Speak enthusiastically about the

court system.

 Work together to further the mission

and vision of the judicial branch.

Teachers,

education,

business and civic

organizations

 The judicial branch is fair and

impartial.

 The judicial branch is a co-equal

branch of government.

 Understand the role of the judicial

branch as a co-equal branch of

government and how courts operate

and make decisions.

 Understand the citizens’ role in

electing and retaining judges.

 Educate others about the valuable

work of judges and the services

provided by the court system.

 Turn to the judicial branch for

educational materials.

 Speak knowledgeably and favorably

about the judicial branch.



Respect for the judicial branch.

Government

Entities

 The judicial branch is transparent,

responsible and accountable.

 The judicial branch is fair and

impartial.

 The judicial branch is committed to

our mission and vision.

 Speak knowledgeably and favorably

about the judicial branch.

 Respect for the judicial branch.

 Understand the role of the judicial

branch as a co-equal branch of

government.

Court Communication Plan: Delivering Our Message

32 | Page

Audience

Our Message:

Desired Response from Audience:

Other Influences:

bloggers, writers,

etc.

 The judicial branch is transparent,

responsible and accountable.

 The judicial branch is fair and

impartial.

 The judicial branch is committed to

our mission and vision.

 Understand the mission and vision of

the Branch.

 Speak enthusiastically about the

quality and impact of judicial branch

initiatives.

 Provide fair coverage and assessment

of the judicial branch.

 Turn to the judicial branch for

expertise and guidance before

jumping to conclusions or reporting

negatively.

Court Communication Plan: Delivering Our Message

33 | Page

CHANGES IN SOCIETY: IMPACTING COURTS, IMPACTING COMMUNICATIONS

Changes in society that impact courts may likely impact the effectiveness of court

communication efforts as well. It is important to identify potential changes and adjust

communication efforts accordingly. Trends in society guide many goals and strategies in the

Plan. Below are some examples of trends that could potentially affect court communication

activities in the judicial branch.

Changing Demographics: Florida recently surpassed New York to become the third largest

state in the nation. As our population grows, so does its impact on Florida’s court system. As

more users come in contact with Florida’s courts, the necessity to educate and provide

information about court processes and services increases. By 2030, over 24 percent of Florida’s

population will be over the age of 65

. Based on this aging population, Florida’s courts may

face increased case filings in the areas of probate and guardianship, identity theft and fraud,

elder abuse, and traffic cases.

High Profile Decisions: Florida has seen its share of high profile cases. Strategically managing

communication efforts with the public and media during difficult or controversial times can be

beneficial to the courts if used as a teaching opportunity to improve perceptions of the judicial

branch. Providing case summaries of controversial or high profile decisions may improve

reporting accuracy and public understanding.

Court Performance: Performance measures provide a structured means for courts to

communicate their message. As data analysis techniques and technologies mature, the

pressure for courts to meaningfully measure and communicate performance outcomes

intensifies as courts look for ways to improve transparency in court operations.

Court Websites and Mobile Devices: Courts maintain web presences that provide a multitude

of benefits to users. In many instances, courts use their websites to provide information and

services to the public as a primary “go-to” source. Today, website access to court dockets, case

filings and streaming courtroom videos are available to the public, illustrating the reach of

technology to expand courts to everyone. Mobile devices can be used to access court websites,

complete online web applications, watch court-related videos, and conduct case-related

research. According to the Pew Research Center, mobile device usage has increased sharply. In

2015, nearly two-thirds of Americans, 64 percent, own a smartphone, up from 35 percent in

2011

. For many, these devices are the key entry point to the online world. As the use of mobile

devices continues to grow, so too will the public’s expectations for immediate access to court

information and services.

Environment Scan, Strategic Planning Unit, Florida Office of the State Courts Administrator, August 2014

U.S. Department of Health and Human Services

Pew Research Center – U.S. Smartphone Use in 2015

Court Communication Plan: Delivering Our Message

34 | Page

Multigenerational Workplace: As a new generation of energized and technology-friendly

workers enters the courts, court administration can expect rapid changes and innovative

improvements. A multigenerational workforce will affect all facets of court operation from

recruitment and retention to education methodologies, to court processes, to a cooperative

work climate. There are several strategies courts may employ to adapt to and effectively

manage a multigenerational workforce. Improving internal communication and pursuing

innovative and creative ways to leverage technology improves the workplace for all

generations.

New (Social) Media: In the always-connected information age of the twenty-first century,

managing court communications requires extensive knowledge and practical understanding of

a wide variety of media, communications principles, judicial canons, and emerging

technologies. A type of media that is rapidly evolving is social media. Merriam-Webster

defines social media as forms of electronic communication (such as websites for social

networking and microblogging) through which people create online communities to share

information, ideas, personal messages, and other content (such as videos). Twitter, Facebook,

YouTube and others are tools courts can use to disseminate important information and

enhance the public’s understanding of the courts. Seizing on the opportunity to meet the needs

of the public and promote transparency, the institutional use of social media by courts is

gaining acceptance. As of November 2014, the high court and/or administrative office of the

court in 35 states use either Facebook, Twitter, YouTube or Flickr

. In trial courts, 28 states

use some form of social media, with Facebook and Twitter the most common

. A 2014 Pew

Research Center study revealed that nearly half of web-using adults report getting their news

about government in the past week on Facebook

Civics Education: In 2010, the Florida Legislature passed the Sandra Day O’Connor Civics

Education Act requiring all Florida public schools to teach civics as part of their curriculum.

More and more, educators are turning to the court system to provide expertise and assistance

in properly instructing their students about the judicial branch. Educating the public about how

the courts work and providing opportunities for students and teachers to learn the role of the

courts is essential to develop an informed citizenry. To increase public trust and confidence,

courts may need to expand educational outreach efforts to the public. Courts may seek to

broker new educational partnerships with civic organizations and media outlets and explore

additional experiential learning opportunities to promote an educated citizenry which

understands the principles of a strong and impartial judiciary. Civics education plays an

important role in educating the public about judges and judicial elections.

Social Media and the Courts, National Center for State Courts

Pew Research Center – State of the News Media 2015

35 | Page

APPENDICES

36 | Page

APPENDIX A: Yearly Assessment and Feedback Form (Example)

(To be produced as an online feedback form.)

ONLINE FORM SAMPLE QUESTIONS:

1. Describe any outreach efforts conducted by judges with members of your local

legislative delegation.

2. If any public feedback was received, how were suggestions implemented locally?

3. What improvements to your court’s website occurred to facilitate improved access to a)

the court, b) community resource information, and c) educational resources?

4. What strategies have been implemented to promote understanding of court processes

for court users?

5. Explain ways your court ensures local media representatives understand court

procedures and processes?

6. How is your court engaging local media to promote positive messages and stories about

your court?

7. What improvements to public and community outreach efforts are expected in the next

year?

8. What educational programs are in place to assist local schools or organizations to learn

more about the court system?

Note: Questions will change over time depending on the year and the focused goals and

strategies expected to be accomplished.

37 | Page

APPENDIX B: History of the Court Communication Plan

In 1999, the Communication Committee of the Judicial Management Council was charged with

developing a communication plan for the Florida judicial branch and recommending it to the

Judicial Management Council and the Supreme Court of Florida. Adopted by the Supreme

Court in 2000, the 2000-2006 Communication Plan was created to advance the communication

related goals and strategies of the long-range strategic plan (LRSP). The three strategic issues

included in the 2000-2006 plan were:

However, not long after the plan was released, the judicial branch was faced with several major

events that necessitated a change in focus: preparing for the implementation of Revision 7,

which changed the origination of funding for state circuit courts; budget cuts that required

scaling back of initiatives and activities; and, the 2001 terrorist attacks on the US, requiring

focus on development and implementation of emergency preparedness activities. As a result,

the branch had to postpone the realization of the 2000-2006 Communication Plan. Further, the

Judicial Management Council became dormant from 2002-2006, and was temporarily

suspended in 2008 due to the many ramifications of the nationwide recession and the

subsequent effects upon Florida’s court system.

In 2012, the Florida Supreme Court re-established the Judicial Management Council based upon

the recommendations of the Judicial Branch Governance Study Group established by Chief

Justice Quince in 2009. Based upon the comments and ideas of the Council members, Chief

Justice Polston (JMC chair) created the Education and Outreach workgroup (among others) to

focus and facilitate the efforts of the Council to achieve the goals outlined in the administrative

order that established the JMC. After initial review and consideration of the judicial branch’s

needs and capacities, as well as current legal, economic, and technological conditions, the

workgroup began working to update the 2000-2006 Communication Plan as its first assignment.

1. Educate the public about the role and functions of the judicial branch;

2. Provide information to help the public navigate the judicial system; and,

3. Establish mechanisms to receive public input regarding court operations.

38 | Page

APPENDIX C: Examples of Strategies

Links below are meant to serve as a resource and provide examples of strategies already

implemented in some jurisdictions.

Goal I.1 – Build Support by developing meaningful relationships

Legislative Resources - INTRANET

Media Guidelines / Rules – 2

Judicial Circuit

Videos:

• Public Service Announcements - 2

Judicial Circuit

• Video Library – 6

Judicial Circuit

Goal I.2 – Increase Public Awareness

Via website

• 6th Judicial Circuit: Court News

• 9

Judicial Circuit: Announcements

• 17

Circuit Announcements

Newsletters:

• 7

Judicial Circuit

• 20

Judicial Circuit

Speakers Bureau

• 6

Judicial Circuit

• 7th Judicial Circuit

• 20

Judicial Circuit

• National

Town Hall Meetings

• 9

Judicial Circuit

Court Performance

• 6

Circuit: About the Court: Statistics or Performance Reports

• 13

Circuit Performance Reports

• FLcourts.org: Trial Court Statistics with Reference Guide / Clearance Rate Dashboard

39 | Page

Goal I.3 Provide information to ensure understanding of court processes, services available,

and methods for accessing them.

Needs Assessment

• 13

Circuit Community Resource Guide

Goal I.5 To educate the public about the role, functions, and decisions of the judicial branch

by improving outreach efforts.

Local Justice Teaching Institutes for Teachers

• 5

Judicial Circuit

• 11

Judicial Circuit

Visiting the Courthouse

• 11

Judicial Circuit

Court Web Guide

• 20

Judicial Circuit

Mission & Vision

• 20

Judicial Circuit

Oral Argument Press Summaries / Case Descriptions

• OA summaries – Florida Supreme Court

• case descriptions – Florida Supreme Court

Goal III.1 To maximize technology to advance court communication efforts.

Social Media:

• Florida Supreme Court

• 7

Judicial Circuit

• 8

Judicial Circuit

• 11

Judicial Circuit

• 13

Judicial Circuit

• 18

Judicial Circuit

Strategy IV.2 Creating a motivating and satisfying work environment

• 2

Judicial Circuit Employee Newsletter

40 | Page

APPENDIX D: Resources

• 2000-2006 Communication Plan for the Florida Judicial Branch

• Long Range Strategic Plan for the Judicial Branch (2009-2015)

• Environment Scan, Strategic Planning Unit, Florida Office of the State Courts Administrator,

August 2014

• Summary of Outreach Efforts and Survey Findings Prepared for the Education & Outreach

Workgroup of the JMC, May, 2013

• Communication (Internal & External, Education, and Outreach): Plans, Initiatives, Activities

• Supreme Court Standing Committee on Fairness and Diversity, Compilation of Court-

Community Relations Activities

• Judicial Branch Internal Communication Survey Findings from the 2010 Governance Study

Public Opinion Surveys – 1996-2008

• Funding Justice: Strategies and Messages for Restoring Court Funding, 2012

• “Keep the Courts Open” Final Report, March 28, 2002

• Courts are Conversations: An Argument for Increased Engagement by Court Leaders

• The Proactive Strategic Communications Plan

• U.S. Department of Health and Human Services

• International Journal for Court Administration: Social Media and the Courts

• 2014 New Media Survey: A Report of the Conference of Court Public Information Officers

• Pew Research Center: 8 Takeaways about Social Media and News

• Pew Research Center: State of the News Media 2015

• A Responsible Press Office in the Digital Age, United States Department of State, Bureau of

Internal Information Programs, 2012

• Social Media and the Courts, National Center for State Courts

• Catching the Wave: State Supreme Court Online Outreach Efforts, National Center for State

Courts

• Case Summaries and High Profile Cases, National Center for State Courts

• A Responsible Press Office, Marguerite Sullivan, The Proactive Strategic Communications

Plan

• Sage Human Resource Management

41 | Page

SUPREME COURT OF FLORIDA

JORGE LABARGA

CHIEF JUSTICE

BARBARA J. PARIENTE

R. FRED LEWIS

PEGGY A. QUINCE

CHARLES T. CANADY

RICKY POLSTON

JAMES E.C. PERRY

JUSTICES

Judicial Management Council

Education and Outreach Workgroup:

Nina Ashenafi Richardson, Chair, Judge, Leon County

Elizabeth V. Krier, Judge, Twentieth Judicial Circuit

Kathleen J. Kroll, Judge, Fifteenth Judicial Circuit

Olin W. Shinolser, Judge, Tenth Judicial Circuit

Benjamin B. Garagozlo, Judge, Brevard County

Joseph Williams, Judge, Baker County

Jeff Craigmile, Chief Counsel, Walt Disney Parks and Resorts

Office of the State Courts Administrator:

PK Jameson, State Courts Administrator

Blan Teagle, Deputy State Courts Administrator

Eric Maclure, Deputy State Courts Administrator

Strategic Planning Unit:

Andrew Johns, Chief

Joanne Snair, Senior Court Operations Consultant

Tricia Knox, Senior Court Operations Consultant

Communication Plan Contact:

Florida Supreme Court Public Information Office

500 South Duval Street

Tallahassee, Florida 32399-1900

November 2015

(850) 414-7641 | [email protected]rg | www.floridasupremecourt.org