The recently-released federal Digital Government Strategy lays out many promising initiatives that will, no doubt, improve the technology and infrastructure behind online services and, thus, enhance customer experience. Many talented people worked hard to develop this Strategy, and they will continue to work hard on its implementation. But we still don’t have a clear planRead… Read more »
The 2012 Clearmark Plain Language Awardshave been announced. As a 3-time judge for the government web and media entries, I have to tell you – this is a stellar group. The quality of entries in this awards program has improved by leaps and bounds, over the past 3 years. The winners give government agencies someRead… Read more »
Like many of you, I was so disappointed to learn that GSA’s Annual Government Web and New Media Conference has been postponed, likely a victim of the management issues at GSA. While I can understand GSA’s dilemma, it’s really a shame to shelve this meeting. THIS conference has always been well-run; and – more importantRead… Read more »
Good news! The Federal Customer Service Enhancement Act, H.R. 538 has passed out of a House committee and is moving forward. What? You’ve never heard of the Federal Customer Service Enhancement Act? Oh, my. Well, let me tell you about it because this law would be great news for public servants and citizens alike. TheRead… Read more »
Today, I want to throw some kudos to one of my favorite agencies, the General Services Administration (GSA). GSA does great things for the federal government and the American people – including save taxpayer dollars. They provide services to federal agencies. But as important, they coordinate important management efforts across agencies, helping eliminate expensive duplicationRead… Read more »
Forgive me for reminiscing a bit… It’s hard to believe that it was 17 years ago this month that I became HUD’s first web manager. I was handed a brand new communication tool (one that was totally under the radar of most executives) and pretty much told to figure it out. So I did. WithRead… Read more »
Gerry McGovern’s recent blog post about “content strategy” got me thinking about the importance of words and – specifically – names. If you don’t know Gerry (and you should), he is an internationally known web content specialist. And one of his major products is helping his customers understand that the words they use have everythingRead… Read more »
We get so busy in our work that we sometimes lose sight of those basic principles that are the foundation of great customer service. So every once in a while, it’s good to go back to those roots…to sit down and reflect and make sure you’re really using your time to do what’s important forRead… Read more »
What’s the very best thing you can do for your web customers? Test the usability of your website. Honestly – I can tell you from personal experience – there is no statistic or survey that will tell you as much about how good – or bad – your site is as watching people use it.Read… Read more »
I’ve said this hundreds of times: if we don’t communicate effectively, we don’t serve effectively. It’s as simple – and as difficult- as that. If customers can’t understand what you have to offer, can’t understand where to find it or what they’re supposed to do with it, then they can’t use your services. And you’veRead… Read more »