Before social media, when transparency was considerably less in vogue, aquiring new customers and serving the needs of loyal already existing customers was not an easy feat and there certainly were not many options for conquering this feat. In order to aid this process, marketers formulated methods such as segementation, and even sub-segmentation to narrowRead… Read more »
Search Results for: customer service
Management Trial and Error
Now that I have been in Government service for nearly thirty years I can comment with authority on trends I have seen. And they come and go. Remember Total Quality Management (TQM)? Remember ISO 9000? Various Government Departments embraced these systems like couch potatoes embrace the latest fad on the Home Shopping Network. They loveRead… Read more »
“Sweet GovTweets” Coredump from Gov20camp (March 2009)
In progress. Currently timestamp is: 11:45 am on Friday. This tag will be updated as I continue to trawl through the tweets. I am trying to go through the main twitter stream in the event someone is interested in the (currently) 4661 tweets from gov20camp. I am also trying to arrange the sessions as bestRead… Read more »
Benefits and Challenges Twitter Poses to Brands
6,000 companies join Twitter each day, so surely someone must see the value. What are some of the benefits Twitter can offer your organization? A Little Humanizing Goes a Long Way Huge organizations, public and private, public servants, etc are often viewed as monoliths. While this can be good in that it portrays strength andRead… Read more »
Measuring Gov 2.0 (via Web 1.0): Foresee
NOTE: This post is part of a series entitled Measuring Gov 2.0, But First Web 1.0 Analysis. You may also be interested in the first study in which I highlighted website measurement by the Brookings Institution. In 1999, the US government selected the American Customer Satisfaction Index (ACSI), which is produced by the University ofRead… Read more »
My Top Ten Reasons Twitter is Taking off, Tipping, etc.
Allen Shepard of GovLoop asked me today “why do you think Twitter is taking off?” Here are the ideas that first come to mind. Speaking on behalf of individuals: 1. I am unique. From the clothes I wear, to the social circles I fit in with, to the company I work for, to the waysRead… Read more »
“Sweet GovTweets” Sunday 22nd March 2009 Edition
Apologies in advance for errors. @govloop: 4 Steps 2 Build Transparency in New World Gov- @kpkfusion http://tinyurl.com/d5wlcj #govloop #gov20 #opengov @govloop: Listen live Gov 2.0 Blogtalkradio w/ OReilly @adrielhampton @planetrussell in 10 minutes http://tinyurl.com/d8vt6f #opengov #gov20 #govloop @adrielhampton “Making gov cool, finally”? (@municibid) #gov20 #opengov @adrielhampton: Talking live to @timoreilly: http://www.gov20radio.com #gov20 #opengov http://tinyurl.com/cp96nr @Lyne_Robichaud:Read… Read more »
Digital Outlook Report 09 from Razorfish
Let me be straight about this blog entry – this is not an advertisement for this agency, I have never worked for this agency, and I receive no benefit from talking about their latest report, the Digital Outlook Report , available for free from their website. That being said, I think government agencies of allRead… Read more »
Practical benefits of online media for government
Republished from eGovAU. Some of the practical benefits for government of online social media are beginning to emerge from various jurisdictions around the world. One that has particularly struck me as very positive is the use of online media by Washington DC to convince felons to voluntarily turn themselves in. Written about in Using SocialRead… Read more »
Back Office
I’m based in an administrative support office for two bureaus of the State Department. I suspect that I could make good use of Web 2.0 functionality in providing guidance and information on administrative issues to my colleagues who do programs and policy, but the models I find are focused on serving external customers. So IRead… Read more »