GovLoop - Knowledge Network for Government

Mary Yang's Page

Latest Activity

A blog post by Mary Yang was featured

Is Twitter the Right Channel for Responding to Customer Service Questions in the U.K.?

While social media has the potential to be a great add-on tool for customer service (communicating with the public through Twitter opens up possibilities for immediate interactions) most U.K. organisations are not using Twitter for direct stakeholder interactions. In fact, even though the majority of U.K. organisations have a Twitter account, only about a third of them are using those accounts to reply directly to customers. The…See More
21 minutes ago
Mary Yang posted a blog post

Is Twitter the Right Channel for Responding to Customer Service Questions in the U.K.?

While social media has the potential to be a great add-on tool for customer service (communicating with the public through Twitter opens up possibilities for immediate interactions) most U.K. organisations are not using Twitter for direct stakeholder interactions. In fact, even though the majority of U.K. organisations have a Twitter account, only about a third of them are using those accounts to reply directly to customers. The…See More
21 minutes ago
Mary Yang liked Emily Jarvis's blog post 'Are You An Outreach Winner?'
19 hours ago
Mary Yang posted blog posts
Monday
A blog post by Mary Yang was featured

New Research Shows Top 3 Ways for Improving Communications in U.K. Government Organisations

In 2014, around 100 U.K. government communication professionals were surveyed to determine the most important trends driving public sector communication with the public and stakeholders. GovDelivery published the results in an e-book, the UK Trends E-book. Here are some of the findings. Naturally, there were varied responses to our survey; however, communicators tended to share the top three trends overall:Focus on…See More
Monday
Mary Yang posted blog posts
Friday
Thomas Buchanan liked Mary Yang's blog post 'Government Customer Satisfaction Levels Leave Room for Improvement'
Thursday
Catherine Andrews liked Mary Yang's blog post 'Government Customer Satisfaction Levels Leave Room for Improvement'
Thursday
A blog post by Mary Yang was featured

Government Customer Satisfaction Levels Leave Room for Improvement

Last week, the Federal Consulting Group (FCG) hosted the 2014 Government Customer Satisfaction Forum. The program was jam-packed with public sector and private sector experts, including:Ross Smith from the Office of Technology for the Veterans Administration spoke on his efforts to increase satisfaction of different tech-related interactionsDr. Forrest Morgeson with the American Customer Satisfaction Index (ASCI) shared the…See More
Thursday
Mary Yang posted a blog post

Government Customer Satisfaction Levels Leave Room for Improvement

Last week, the Federal Consulting Group (FCG) hosted the 2014 Government Customer Satisfaction Forum. The program was jam-packed with public sector and private sector experts, including:Ross Smith from the Office of Technology for the Veterans Administration spoke on his efforts to increase satisfaction of different tech-related interactionsDr. Forrest Morgeson with the American Customer Satisfaction Index (ASCI) shared the…See More
Apr 10
Mary Yang liked Adrian Pavia's blog post 'This is What the Future of Government Innovation Looks Like'
Mar 31
Catherine Andrews liked Mary Yang's blog post 'By the Tweets: Government Digital Communications Tour'
Mar 28
A blog post by Mary Yang was featured

By the Tweets: Government Digital Communications Tour

By Kelsey Lund, Marketing Communications Specialist, GovDeliveryGovDelivery's digital communications tour is in full swing! Over the last month we’ve visited Oakland, CA and Austin, TX, sparking conversations on the value of technology, outreach, and communications in government, as well as strategies to increase that value. We’ve hosted many innovative, successful speakers, from private…See More
Mar 26
Mary Yang posted a blog post

By the Tweets: Government Digital Communications Tour

By Kelsey Lund, Marketing Communications Specialist, GovDeliveryGovDelivery's digital communications tour is in full swing! Over the last month we’ve visited Oakland, CA and Austin, TX, sparking conversations on the value of technology, outreach, and communications in government, as well as strategies to increase that value. We’ve hosted many innovative, successful speakers, from private…See More
Mar 26
Mary Yang liked Derek Belt's blog post 'We need an exit strategy for Facebook'
Mar 26
Mary Yang liked Emily Jarvis's blog post '3 Digital Comm Trends In State And Local Gov'
Mar 20

Profile Information

Current Title:
Marketing Communications Manager
Current Agency or Organization
GovDelivery
What Best Describes Your Role?
Communications
Educational Background (Degree, School):
BA, Mount Holyoke College
MA, University of Sussex (UK)
Profile Links - Blog, Twitter, LinkedIn, Facebook
http://www.reachthepublic.com/
http://www.linkedin.com/in/marycyang
Topics I Care About
Budget, Communications, Fun Stuff, Gov 2.0, IT (Cloud Open Source), Leadership

Mary Yang's Blog

Is Twitter the Right Channel for Responding to Customer Service Questions in the U.K.?

Posted on April 16, 2014 at 10:18am 0 Comments

While social media has the potential to be a great add-on tool for customer service (communicating with the public through Twitter opens up possibilities for immediate interactions) most U.K. organisations are not using Twitter for direct stakeholder interactions. In fact, even though the majority of U.K. organisations have a Twitter account, only about a third of them are using those accounts to reply directly to customers. The…

Continue

New Research Shows Top 3 Ways for Improving Communications in U.K. Government Organisations

Posted on April 14, 2014 at 10:00am 0 Comments

In 2014, around 100 U.K. government communication professionals were surveyed to determine the most important trends driving public sector communication with the public and stakeholders. GovDelivery published the results in an e-book, the UK Trends E-book. Here are some of the findings. trends-uk

Naturally, there were varied responses to our survey; however, communicators tended to share the top three…

Continue

Stearns County Shows the Power of Email

Posted on April 11, 2014 at 9:00am 0 Comments

Lowering local crime rates is the goal of every law enforcement agency, but it’s not an easy goal to achieve. Local police departments create crime tip phone lines; however, calling isn’t always the best option to report crimes. And in this more digital world, many citizens prefer to use channels they’re already using. For this reason, Stearns County Sheriff’s department decided to use the power of email to increase citizen engagement. …

Continue

Government Customer Satisfaction Levels Leave Room for Improvement

Posted on April 10, 2014 at 9:27am 0 Comments

Last week, the Federal Consulting Group (FCG) hosted the 2014 Government Customer Satisfaction Forum. The program was jam-packed with public sector and private sector experts, including:

  • Ross Smith from the Office of Technology for the Veterans Administration spoke on his efforts to increase satisfaction of different tech-related interactions
  • Dr. Forrest Morgeson with the American Customer Satisfaction Index (ASCI) shared the…
Continue

Comment Wall (2 comments)

You need to be a member of GovLoop - Knowledge Network for Government to add comments!

Join GovLoop - Knowledge Network for Government

At 10:34pm on November 14, 2011, Clifford Mitchell said…

Help spread the word

Amend the Federal Reserve Act

http://wh.gov/Tf7

http://wh.gov/Tpf
At 9:50pm on September 1, 2011, James E. Evans, MISM, CSM said…

Hi! I'm James and welcome to GovLoop!! Just thought I'd take a minute to share a few links with you. These are guaranteed to help you hit the ground running :)

1 -Check Out Today's Top GovLoop Awesomeness

2 -Find People Doing Similar Stuff

3 -Join a Few of Our Most Popular Groups


If you have any questions, I'm here to help.

From one awesomite to another, my very best,

James E., M.I.S.M.

 
 
 

© 2014   Created by GovLoop.

Badges  |  Report an Issue  |  Terms of Service