Digital Communications Specialist

Digital Communications Specialist

The Digital Communications Specialist supports the Communication Bureau's digital communications operations with a primary focus on website content support, email distribution and list maintenance, timely public calendar updates, outreach analytics review, constituent response coordination, and data-informed outreach improvement. The position works closely with the Digital Communications Manager, Communication Bureau Chief, regional and divisional staff, and subject-matter experts across the department to help maintain accurate, accessible, timely, and customer-focused online information and services.

This position assists with daily website updates, supports content organization and quality control, reviews analytics from the public website, online event calendar, and email outreach, and helps route public questions, comments, and customer satisfaction feedback to the appropriate division or program area. This position helps manage FWP's online form and survey platform used to collect public comment, process registrations, facilitate testing, surveys, and gather other data. The position also helps prepare reports and recommendations so that communication staff can improve user experience, content effectiveness, and public service outcomes.

Website content management and digital support

• Assists with maintaining FWP's public website, including page content, documents, images, links, forms, and other associated media.
• Reviews web content for clarity, accuracy, accessibility, consistency, and adherence to agency style, brand, user-experience standards, and ADA compliance.
• Coordinates routine website updates with Communication Bureau staff and division subject matter experts to ensure online information is current and useful.
• Helps organize, post, revise, and archive digital content in the content management system.
• Supports quality assurance reviews of webpages and digital tools, identifying broken links, outdated information, formatting issues, navigation problems, and other user experience concerns.
• Assists with management of the online event calendar by reviewing submissions, checking accuracy and completeness, supporting staff access, and helping ensure events are presented clearly and effectively to the public.
• Assists in delivering strategic email outreach for communications by sending emails, uploading audience groups, and compiling agency data to find new target audiences.
• Responds to and tracks website-related questions received by email, surveys, forms, or other channels, and routes inquiries to the appropriate division, program, or staff member for follow-up.
• Provides basic guidance and training to staff on web content formatting, posting practices, templates, and digital standards.

Digital analytics, CRM, and survey analysis

• Reviews and analyzes communication performance data from email outreach, including distribution analytics, subscriber trends, engagement indicators, and other campaign metrics.
• Assists with list quality review, audience segmentation support, and identification of patterns that can improve digital outreach effectiveness.
• Reviews and analyzes data gathered through SurveyMonkey or similar software used to collect public comment, customer input, and survey responses.
• Compiles recurring and special reports that summarize website, event calendar, email outreach, survey, and customer satisfaction metrics for bureau leadership and program staff.
• Identifies trends, recurring questions, public concerns, frequently requested topics, and communication gaps based on available digital and survey data.
• Helps translate analytics findings into practical recommendations related to website content, email communication timing and structure, survey design, customer service response, and outreach planning.
• Supports development, distribution, tracking, and organization of online surveys, forms, and comment collection tools.

Knowledge, Skills, and Abilities

• Knowledge of communications and public information principles, especially digital communication methods and customer-focused communication practices.
• Knowledge of website organization, navigation principles, web content standards, accessibility expectations, and user-experience best practices.
• Knowledge of content management systems, online calendars, web forms, survey tools, and customer relationship management or email communication platforms such as Granicus/GovDelivery.
• Knowledge of survey design basics, response tracking, data organization, and methods for interpreting communication and engagement metrics.
• Knowledge of editing and proofreading for spelling, grammar, style, clarity, and consistency.
• Knowledge of agency programs, division functions, and the department's mission sufficient to route inquiries and support public communication work.
• Skill in organizing and maintaining digital content with close attention to detail and accuracy.
• Skill in reviewing, compiling, and summarizing data from website analytics, email metrics, online calendars, customer satisfaction surveys, and public comment tools.
• Skill in written communication, editing, and preparation of concise reports, summaries, and responses.
• Skill in customer service and professional communication with the public, staff, and partners.
• Skill in using standard office software and common digital communication platforms.
• Skill in identifying patterns, trends, and practical improvements based on analytics and public feedback.
• Ability to communicate effectively orally and in writing.
• Ability to manage multiple tasks, prioritize routine and urgent work, and maintain accuracy under deadlines.
• Ability to analyze data and feedback, identify issues and trends, and recommend practical solutions.
• Ability to establish and maintain effective working relationships with coworkers, other divisions, and the public.
• Ability to respond to the public in a courteous, respectful, and service-oriented manner.
• Ability to learn new digital tools, adapt to changing communication needs, and apply established policies and procedures consistently.

Minimum Qualifications / Education and Experience

• The knowledge, skills, and abilities of this position are normally attained through a combination of education and experience equivalent to a bachelor's degree in public relations, communications, marketing, journalism, web communications, digital media, business, or a closely related field, and at least two years of directly related experience.
• Other combinations of education and experience that provide the required knowledge, skills, and abilities may be considered on a case-by-case basis.