People ask me all the time how we commit staff time to responding to comments. But it often depends on circumstances, and can change even hour to hour. Your goal is to find a sweet spot between responding to everyone (often poses impossible time demands) and responding to no one (not taking advantage of opportunitiesRead… Read more »
On April 27th President Obama issued an Executive Order that shook the public sector… You can read this ground breaking direction here, but the gist is that we need to improve customer service in government. Not feeling shaken? Not stirred? I’m not shocked. Since 1993, all three Presidents from both parties have added their personalRead… Read more »
Let’s face it. You’re well aware of Twitter. Your favorite yogurt is tweeting, your dry cleaner, your sister, and local government. But once you actually manage to pick a twitter handle name, sign up, and follow your first 100 people, you seem to enter upon a room where people are chatting non-stop, and seemingly, toRead… Read more »
Customer service is about to become an annual performance goal for each federal department. First, there was last week’s presidential order on customer service. Then the Office of Management and Budget began pushing along compliance with the Government Performance and Results Act (GPRA) Modernization Act of 2010, which calls for agencies to measure customer service.Read… Read more »
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 »
Here’s a question to mull over for a minute – who is your work spouse? I’ll give you a moment to think about it, and I’ll be back. Okay, I’m back. According to Wikipedia, the term ‘work wife’ was coined in the 1930s by Faith Baldwin’s novel of the same name. Eighty years later, youRead… Read more »
Previously, I’ve written about State’s new social media portal, Corridor, and some of the ways its administrators can measure its success. Today, I want to explore the features of the site, some potential features IRM’s eDiplomacy office may want to add in the future, and how each of those features can be used by StateRead… Read more »
Politico profiles Ray LaHood, whose plain-spoken manner and social media presence have made him surprisingly well known for a cabinet secretary. Original post
Isabelle Moncion of the Chair in Legal Information of the University of Montreal, and Lexum, has posted Building Sustainable LIIs – or Free Access to Law as Seen Through the Eyes of a Newbie, on the VoxPopuLII Blog, published by the Legal Information Institute at Cornell University Law School. In this post, Ms. Moncion describesRead… Read more »
I went a couple of weeks ago to a fascinating discussion about the nature of service design, organised around a book published last year called This is Service Design Thinking. The two editors of the book were due to lead the session but were at the wrong ends of a skype three way video conferenceRead… Read more »