Posts By Lisa Nelson

Communications, Tech

Research and Best Practices eNewsletter 11/19

Research Digital Divide in Internet Searching (11/2010) – Study examines the digital divide in Internet information searching. Data from 476 Vermont households surveyed in 2009 found socioeconomic and demographic factors such as education level, income, and age. http://www.uic.edu/htbin/cgiwrap/bin/ojs/index.php/fm/article/view/3118/2649 News Morgan Stanley on the “State of the Internet” (11/16/2010) – Presentation by Mary Meeker calls attentionRead… Read more »

Communications, Tech

Weekly eNewsletter of Research and Best Practices

Research Using Social Media for Better Customer Service (10/26/2010) – Social media can reshape how government provides service to their customers. Accenture outlines a simple framework for integrating social media into an organization’s customer service strategy. https://microsite.accenture.com/consulting/Pages/The-Evolution-of-Customer-Service-Harnessing-the-Potential-of-Social-Media.aspx?c=MyOutlook_Link1&n=emc_10262010 Effectively Managing Government Records (10/28/2010) – New report from IBM Center for the Business of Government provides aRead… Read more »

Communications, Tech

Research and Best Practices eNewsletter 10/29

Research 1. Strengthening agencies customer service efforts (10/27/2010) – GAO surveyed 13 government services within major agencies and found each had established customer service standards. Although the standards exist, many were not made available to the public or were difficult to find. http://www.gao.gov/products/GAO-11-44?source=ra 2. Innovation doesn’t happen by accident (07/2010) – Center for American ProgressRead… Read more »

Career, Leadership, Tech

Weekly Research and Best Practices

Research Citizens give government low transparency rating (10/20/2010) – New study finds proven relationship between transparency, satisfaction and trust. Research shows that higher transparency leads to higher citizen satisfaction with government, which in turn leads to higher trust. http://www.federalnewsradio.com/docs/ForeSeeResults_EGovTransparencyIndex_2010.pdf Best practices in mobile web apps (10/21/2010) – World Wide Web Consortium proposes guidelines for developingRead… Read more »

Communications, Tech

Research and Best practices eNewsletter

Research 1. Mobile Government: 2010 and Beyond (01/2010) – EU report explains why mobile government is essential for creating a strong public sector. Includes a list of existing m-government services worldwide and analyzes their potential. http://www.mobisolutions.com/files/Mobile%20Government%202010%20and%20Beyond%20v100.pdf 2. Citizen engagement as part of the policy-making process (09/2010) –After a burst of initial enthusiasm, many in governmentRead… Read more »

Tech

Weekly Research and Best Practices

ResearchSocial networks are most popular Gov 2.0 tool (09/2010) – Hewlett-Packard surveyed 103 executives from federal, state and local government agencies about their use of Web 2.0 Fifty-nine percent of respondents said they used social networking tools, followed by blogs, video, government-specific networks, podcasts, wikis, syndicated feeds, and virtual worlds. http://www.slideshare.net/govloop/hp-government-it-survey-report-government-20 A community of fans,Read… Read more »

Communications, Leadership, Tech

Weekly Research and Best Practices Summary

Research 1. How does your state match up digitally? (09/28/2010) – 2010 Digital States survey evaluated states in eight categories, such as leadership and innovation; citizen engagement and open government; and administration and human resource management. Top Digital States: Michigan, Utah, Pennsylvania and Virginia. http://www.govtech.com/enterprise-technology/50-State-Report.html 2. Friends, Followers and Feeds (09/2010) – New study byRead… Read more »

Communications, Tech

Weekly Research and Best Practices

Best Practices 1. GSA Launches Notification.usa.gov (09/21/2010) – New site makes it easy to see the most current government notifications, alerts and to sign up for ongoing updates via email or text message pushed directly to personal computers or mobile device. The site menu provides a live stream of content updates with a Twitter-like searchRead… Read more »

Communications, Tech

Weekly Research and Best Practices

Research 1. The Challenge of Increasing Citizen Engagement in the Digital Age (09/10/2010) Unequal access to the Internet affects civic engagement by disenfranchising poor and less educated groups. The report highlights strategies to promote digital inclusion. http://www.twcresearchprogram.com/pdf/TWC%20Policy_Turner-Lee.pdf 2. Millions Working to Solve Local Problems (09/16/2010) – National Conference on Citizenship finds the Internet helps advanceRead… Read more »

Communications, Miscellaneous, Tech

Weekly Research and Best Practices

Research 1. Social Media and Public Sector Policy Dilemmas (08/2010) -Comprehensive report by the Institute of Public Administration of Canada discusses impediments to government use of social media. Topics include access to information, security, leadership, records retention, privacy, and the need for a culture of trust. http://www.mikekujawski.ca/ftp/SocialMediaPublicSectorPolicyDilemmas.pdf 2. Does civic engagement make a difference? (06/2010)Read… Read more »