Why Curiosity Is Your Agency’s Secret Weapon
Innovation often feels like a rare, big breakthrough that changes everything. But in reality, innovation is driven by curiosity.
Communications
CX Innovation: Reminder Text Messages Make a Difference
People often learn they’ve lost access to social services benefits when they try to access them and fail. An innovative Louisiana program helps change that by sending text message reminders about deadlines, submission requirements, and other concerns.
For Change Leaders: On the Subject of Spoon-Feeding
Change doesn’t happen when leaders spoon-feed their teams and colleagues. Learn the signs and symptoms of spoon-feeding, and how to overcome them.
Communicating With Confidence
During the Supervisors Community of Practice session on Nov. 17, an expert shared advice on relaying messages with confidence and authority.
Dynamics of Trust: A Community-Based Perspective
Build community trust by understanding residents’ demographics and digital needs to ceate equitable, connected and resident-centered services.
Social Stories Can Benefit Your Community
Government agencies can improve their services by creating social stories that help people understand specific scenarios.
Icebreakers: Fostering Community and Improving Work Relationships
Icebreakers at the beginning of meetings can foster a sense of community. This article explains why and explores several options, including “Two Truths and a Lie.”
How Plain Language Can Help Improve Your CX
Clear communication is essential in government customer service, and plain language is a key tool for making messages accessible and engaging. By removing jargon and simplifying structure, plain language helps ensure that all audiences can understand and act on information. We spoke with Julie Clement, Principal and Owner of J Clement Communications, in our mostRead… Read more »
Change Leaders: Make Your Thinking Transparent!
It is not enough for leadership to do good work: They also need to talk about what they’re doing to build trust and buy-in.
Saying “No” to Reclaim and Protect Your Boundaries
It’s important to set boundaries — learn to say “no” — to protect your mental and emotional health. Here are tips on knowing what boundaries are appropriate, how to speak confidently and how to offer alternative options.