When digital communications is seen as a technology issue, psychological dimensions are often overlooked to the detriment of adoption and effectiveness.
There are psychological concepts that relate to design and consumption of digital technology that have an enormous influence on the outcomes of online (and offline) interactions, and their adoption. These concepts include such ideas as cognitive load, incentives, last mile problems, authenticity, recognition, conversion, etc. Providing Local Authority staff with a toolset of language and knowledge of such concepts will help to produce better designs, better solutions, better interventions and better outcomes.
The Connected City 