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Recommendation 40: The Council should require the Finance Department to undertake <br /> a review of staff public relations related training and may need to update this training. A <br /> public relations manual should be developed. Outreach should be expanded to be certain <br /> that issues driving public complaints are being addressed. Complaint handling procedures <br /> should be formalized. Outreach should include an expansion of publicly available general <br /> information, including documents describing valuation methods and results of tests of the <br /> quality of appraised values, such as ratio studies. A citizens' committee should be <br /> organized to conduct periodic review of brochures and forms to make sure they are easily <br /> understandable. <br /> 10 <br />