How to Host Accessible In-Person Events – Part #1
To make events accessible to people with disabilities, it helps to check out the venue in advance. Here is a checklist of things to look out for.
Citizen Engagement
AI-Generated Content in the Workplace
AI Is raising new issues in workforce management. Some thoughts on the implications.
How to Create Accessible Websites
It’s important that websites are accessible to as many people in your community as possible. Here are some techniques that can help.
Beyond ‘I’m Sorry’: Effective Customer Complaint Management
Dealing with unhappy constituents can be tricky, but following a structured, five-step method can help you manage these interactions effectively.
Get Better Public Input During Policymaking
How can we ensure that the voices of the public truly shape the policies that govern their lives? Engaging the public effectively in policymaking and planning is crucial for creating inclusive and representative policies. Fortunately, emerging digital tools enable agencies to reach a broader audience as well as gain more feedback and public engagement. DuringRead… Read more »
Embracing Human-Centered Design in Government Software Development
Human-centered design (HCD) is an IT modernization practice that incorporates tangible user feedback to ensure that technologies meet the needs of users. It prioritizes the needs, behaviors, and experiences of users throughout the software development lifecycle.
Using Incentives to Increase the Number of Survey Respondents
Offering incentives can increase the number of survey responses you receive, but some incentives are more effective than others, and there are drawbacks.
Digital-First Communications: Reaching People Where They Are
In this video interview, Angy Peterson of Granicus explores the possibilities that a digital-first communications strategy offers and its connection to positive CX.
How to Analyze Survey Responses
There are multiple ways to analyze survey results, and some types of graphs (e.g., pie versus bar) may be more helpful than others.
How to Gain Deeper Insights Into the Customer Experience
In this video interview, Hannah Burn of Qualtrics discusses how state and local agencies can get a more holistic perspective on the customer journey.