Reseach and Best Practices eNewsletter

Research

Social media as a customer service tool (03/03/2011) – Gartner predicts the use of social media for customer service will grow rapidly over the next two years. As more people participate in social networks, use of social customer service will become common as a way to improve customer experience. http://www.gartner.com/it/page.jsp?id=1570814

2010 Digital Year in Review (02/2011) – The 2010 Whitepaper by ComScore highlights trends in U.S. Internet usage, search activity, e-commerce, online video consumption, online advertising and mobile. In 2011 successful digital strategies must include social, search, video and mobile. http://www.comscore.com/index.php//Press_Events/Presentations_Whitepapers/2011/2010_US_Digital_Year_in_Review

News

Great government blogs (03/08/2011) – Tips from the pros on how to write a great government blog include: publish on a schedule; keep in mind that it is all about relationships; develop a strong voice; use other social media tools; and allow and moderate comments. http://fcw.com/Articles/2011/03/14/FEAT-how-to-write-a-great-government-blog.aspx?Page=2

Mobile phone e-wallets get closer to reality (02/18/2010) – During the second half of 2011, Visa is planning to rollout a service that allows people to turn their existing smartphones into electronic wallets. http://reviews.cnet.com/8301-13970_7-20032840-78.html

Foursquare 3.0 (03/2011) – This new version uses knowledge about the places you’ve visited to provide recommendations for your next outing. Pick categories like “coffee” or “nightlife,” and Foursquare will recommend options. http://mashable.com/2011/03/08/foursquare-3/#

Gaming accelerates workplace skill development (03/07/2011) – Online games provide employees with opportunities to thrive through accelerated learning, sharing, self-managed teams, mutual accountability, and the opportunity to volunteer for work that involves their talents and interests.
http://ideas.economist.com/blog/game-theories