Posts By Lisa Nelson

Communications, Tech

Research and Best Practices eNewsletter

Research NIST cloud computing guide (05/2011) – NIST’s Cloud Computing Synopsis and Recommendations provides cloud computing technology in plain terms for Information Technology (IT) decision makers interested in cloud services. The publication presents information on the relative opportunities and risks of cloud computing. http://csrc.nist.gov/publications/drafts/800-146/Draft-NIST-SP800-146.pdf Engaging the public in a wired world (05/16/2011) – The newRead… Read more »

Career, Communications, Tech

Research and Best Practices eNewsletter

Research Social media and customer service (05/11/2011) –The American Express Global Customer Service Barometer found ninety percent of survey respondents want to speak with a representative on the phone rather than via social media, a chat program or another newer form of communication. People will use social media to spread the word and social toolsRead… Read more »

Tech

Research and Best Practices eNewsleter

Research Creating great customer experiences (2011) – Customer experience is more important than ever to develop and maintain a consistent, effective connection between you and your customers. RightNow Technologies suggests we empower our customers and employees, as well as offer them multi-channel choice, to deliver a superior customer experience. Video: http://www.rightnow.com/resource-video-8-steps.php How We Use TabletsRead… Read more »

Communications, Tech

Research and Best Practices eNewsletter

Research Millennials: The Challenger Generation (04/13/2011) – Results from the latest global study conducted by Euro RSCG Worldwide finds Millennials, those between 18 and 29, are all about community, collaboration, and interconnectedness. They believe social media is the “new power of youth” and will play a big role in changing the world for the better.Read… Read more »

Communications, Leadership, Miscellaneous, Tech

Research and Best Preactices eNewsletter

Research Digital American Family (04/12/2011) – A Nielson study looks at how multicultural families across America are adapting to today’s digital landscape. Within the Hispanic community, mobile serves as a key source of connectivity. African-Americans tend to prefer TV and mobile services, while Asian-Americans exhibit a huge appetite for online media, according to the study.Read… Read more »

Communications, Tech

Research and Best Practices eNewsletter

Research Tools for Idea Generation (03/2011) – A new guide from the National Academy of Public Administration’s Collaboration Project compares the function and purpose of 10 idea-generation tools. The guide helps leaders select a technology that fits the specific needs of their citizen engagement projects. http://www.collaborationproject.org/tools-for-online-idea-generation/ Millennial Generation the Next Big Thing (03/24/2011) – AsRead… Read more »

Tech

Research and Best Preactices eNewsletter

ResearchConnecting with citizens (03/14/2011) – Government executives recognize that citizens are frustrated with government’s ability to fulfill their expectations, according to a survey by the Government Business Council. Opportunities for improvement include helping citizens help themselves, designing seamless multi-channel and cross-channel citizen experiences and listening and engaging proactively. http://www.rightnow.com/blog/government/bridging-the-divide-government-efforts-to-connect-with-citizensMobile devices and community information (03/14/2011) –Read… Read more »

Communications, Miscellaneous, Tech

Reseach and Best Practices eNewsletter

Research Social media as a customer service tool (03/03/2011) – Gartner predicts the use of social media for customer service will grow rapidly over the next two years. As more people participate in social networks, use of social customer service will become common as a way to improve customer experience. http://www.gartner.com/it/page.jsp?id=1570814 2010 Digital Year inRead… Read more »

Communications, Tech

Research and Best Practices eNewsletter

Research Survey connects transparency and citizen satisfaction (03/01/2011) – PEW study finds open data creates a better relationship with government. Citizens who view their government as transparent are more satisfied with the overall government performance.http://www.pewinternet.org/Reports/2011/08-Community-Information-Systems.aspx Youth and the Internet (02/23/2011) – MacArthur study finds ways to build youth engagement with digital media. For many, spendingRead… Read more »

Communications, Miscellaneous, Tech

Research and Best Practices eNewsletter

Research Consumer New Media Study (02/22/2011) – When it comes to social media networks, 46% of customers want to solve a problem and nearly 40% want to give feedback, according to a study from Cone, Inc. To register and download the report go to: http://www.coneinc.com/2010-consumer-new-media-study How-to Guide for Creating Open Government (01/15/2011) – An easy-to-useRead… Read more »