Document Type

Honors Thesis

Publication Date

Winter 12-2016

Abstract

The objective of this study is to analyze the communication preferences of Bangor residents, with a particular focus on two of Bangor’s largest demographics, renters and residents aged 60 or older. Based on results from existing literature, it was hypothesized that both renters and elderly residents of Bangor would be less satisfied with the city’s communication efforts than the general population, due to less knowledgeability of municipal information and limited internet access, respectively. 510 residents participated in an online survey that asked residents to describe their preferences regarding city communication methods. In addition to the survey, a series of six focus groups were held in which eleven renters and eleven residents aged 60 or older were interviewed. These focus group participants were asked questions that were meant to supplement the survey data by determining why or why not the original hypotheses were correct. The results suggested that the elderly age group is relatively satisfied with city communications compared with other age groups, and that a lack of computer or smartphone access has virtually no effect on satisfaction. In addition, while renters are generally less knowledgeable in terms of city-related information, they are no less satisfied than homeowners. Furthermore, the survey results as well as the focus group interviews both suggested that many residents are unaware of certain channels of communication used by the city, such as the email alerts or the Go Bangor app. However, Bangor is doing an overall excellent job of relaying important information to residents.

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