The Select Board on Tuesday turned its attention toward improving the way the town communicates with its residents.

Julia Chun, the town’s sustainability, economic development and equity project manager, told the board about the results of a communication and engagement outreach assessment performed by the Center for Government Research.

Last year, the town received a $50,000 state grant to perform this assessment, she explained. This assessment should assist the board as it starts working on the town’s strategic plan.

The key takeaway is that “information can be difficult to find,” said Chun. She noted that new residents in particular have trouble learning about community meetings. The survey showed that 30% of respondents felt they were “not at all informed” or only “slightly informed” about town policies and planning.

Improvements could be made to the town website to make it easier to navigate, she added.

The town also could better utilize social media, according to the survey. A “missed opportunity” Chun pointed out is that the town does not use Instagram, which is popular among ages 25-44. It also should look at using WhatsApp and WeChat, which frequently are used in the South Asian community.

But the town should “not abandon print,” she stressed. Older residents tend to read newspapers and newsletters.

Successful towns also have a “strategic brand alignment.” This uses recognizable colors and symbols so people can easily identify town communication and its overall identity, Chun said.

The survey used several methods to collect data, explained Chun. They included surveys, focus groups and interviews.

One finding was that many people would like to have in-person outreach from their board and committee members outside of meetings. They then can have one-on-one conversations to learn about their functions without being at a meeting, which can be stressful and intimidating to newcomers. This community strategy virtually stopped during the pandemic.

Said Chun: “We heard from several residents that it would be great for us to have one annual event where different boards and committees can really share what they do.”

The communication plan should help grow economic development and interest in the town’s cultural district, she added.

“I think this is something that we can never do enough with,” said member Joe Clark.

Members brainstorm strategies

Clark later suggested using artificial intelligence to help facilitate communication. He also liked the idea of targeting different age groups using print and social media.

Vice chair Matthew Kizner suggested that the town consider hiring a public information officer. He noted that the boards and departments have “unique and decentralized” communication strategies. This means that not everyone can readily find the information they need.

“It’s obvious that we’re not doing enough,” said chair Shahidul Mannan.

He pointed out that he had several conversations with residents about the new route for the MetroWest Regional Transportation Authority that started Sept. 8. It is expected to improve public transportation in Hopkinton. But these residents were unaware that a bus route existed.

Town Manager Elaine Lazarus said that a consultant will be hired for community engagement as the strategic plan process starts.

STM draft warrant articles reviewed

Lazarus explained that the draft warrant for the Oct. 26 Special Town Meeting has been compiled. It includes 25 articles, most of them citizens’ petitions. She noted that the proponents will appear at the Sept. 15 Select Board meeting to speak about their proposed articles.

Parker Happ previously told the Independent that he hoped to submit 19 citizens’ petitions.

Town-sponsored articles include the Charter Review Committee’s presentation on proposed changes. This process is undertaken every 10 years.

Financial articles related to supplemental appropriations measures and capital requests by the Department of Public Works also were sponsored by the town.

The citizens’ petitions focused on town acceptance of private ways and their maintenance. Another key area of concern was the scheduling of and procedural review for Town Meeting.

“I have never been a fan of Special Town Meeting,” said member Brian Herr. “I will never be a fan of Special Town Meeting, and this is an example of why.”

All other members stressed that town counsel should review the articles to make sure they are legal and viable before the board goes through them.

Charter review update presented

Charter Review Committee vice chair Peter Mimmo explained that the committee has had “vibrant and robust discussion” around potential changes.

“The review is not going to change a blessed thing in the charter,” he stressed. “The town is going to change it, if [residents] choose to do so.”

Since the last Select Board update on Aug. 4, Mimmo said there have been several key topics raised. The committee has held three meetings, one of which was attended by members of boards for whom membership changes were proposed. They included the Planning Board, the Board of Health and the Library Board of Trustees.

In addition, member Muriel Kramer said the committee has considered making one Community Preservation Committee member appointed. There also was discussion about the Town Clerk being appointed rather than elected.

She stressed that people should not look at this process as “fixing a problem of today.” Rather, it is about codifying what works.

There will be a forum about the charter review process on Sept. 30 at 6:30 p.m. at the HCAM-TV studio, located at 77 Main Street.

“[W]e crave your engagement, and we crave your feedback,” stressed Mimmo.

Departure of department heads concerning

Kizner pointed out his concern over the recent exodus of town leaders from their positions. Parks & Recreation Director Jon Lewitus has resigned. Also upsetting was the departure of Nanci Hill as the Hopkinton Public Library’s director and Jak Miller as the assistant director.

“I’m uncomfortable with the notion that we may be without both a library director and assistant director for an extended period of time,” he said.

He called Warren Carter, the Board of Library Trustees chair, to explain “what the heck is going on.”

Carter said the library is in “a period of flux, to say the least.” The board was given oversight of the director in March. He alluded to “tension” since that time.

There is a contingency plan that was discussed at last week’s Board of Library Trustees meeting. Sunday hours may be cut, and staff members are planning on taking on additional duties.

Kizner pushed for a conversation with Human Resources Director,Jessica Lewerenz about retaining senior staff.

Senior means-tested tax exemption approved

The board voted unanimously to approve a 200% means-tested senior tax exemption of the calendar year circuit breaker income tax credit for the current fiscal year. It also voted 5-0 to extend the means-tested senior tax exemption for the next three years.