Citizen Engagement

Citizens ‘wish list’ and frustrations with local government websites (Part 2)

This user insight comes from the user research conducted for London Borough of Camden in the UK. You can visit the website redesign project development site here. Click here to go back to Part 1 View full post here. Wanted to order lid for bin online but there wasn’t any for lids – User’s bin… Read more »

How can federal agencies use social media to increase civic participation?

Anna York and I have spent the last 6 months working on a report looking at how U.S. Federal Agencies can use social media to enhance civic participation. Our work focuses more on the civic participation side than the web 2.0 side, and we hope that this report will help agencies as they begin to… Read more »

Invite our customers in – at their convenience

Lunched with Mom and daughter today. We have Ladies Lunches, when all three generations of us females go out to lunch together and share sandwiches, cake and giggles. We met Mom at the mall and she looked rather harassed. She sighed, “I have this letter from the Council about my refuse collection and I don’t… Read more »

Think your customers/citizens are stupid? Guess who their leader is…

Providing great services and products is difficult for businesses, government agencies, everyone. It is easy to blame the customers, or the citizens, for not understanding the complexity of issues ranging from how to install your product to the need for building permits. While, to be honest, there a likely a couple of knowledge-challenged people among… Read more »

Project of the Week: Opengov.gr and “The Citizen Initiator”

We in the States know how a new government with new ideas about transparency and new technology to implement them can make a difference in public perception. Other nations’ new governments are taking a lesson from our shores, and experiencing positive feedback as a result. But is this kind of foray into participatory democracy really… Read more »