I haven’t talked about leadership for awhile. So let me beat that drum a bit. Web managers/editors/innovators (I’m still searching for the right moniker) have always been – and must always be – leaders to be successful. We have no delegated authority over all the people we need to get the job done. So weRead… Read more »
Search Results for: Stan Buch
February’s Theme – Design Thinking for Wicked Problems Enabling Learning Experiences
As the first month of the Future Learning Experience Project comes to a close, so too does our explicit focus on definitions. Let me take a few sentences to recap what exactly we defined in the last month: We offered a definition of what a learning experience is, and some contexts to consider how learningRead… Read more »
Get Organized for Great Customer Service
At long last, the customer service bandwagon seems to be rolling in government. The latest evidence: GSA just quietly unveiled a fabulous new website: HowTo.gov. It puts requirements, best practices, training, and tips for all forms of customer service delivery (web, call centers, publications, social media) under one customer service umbrella. Bravo! Finally, we canRead… Read more »
Consistency, Customer Service, and the Community
Consistency is one of the building blocks of great customer service. Look at McDonalds. No matter where in the world you are, if you walk into a McDonalds, you know how it will look and what you’ll find and how it all works. You can complete your task quickly because you know exactly what toRead… Read more »
11/12/10 – This is the end of my fourth week at work. There are so many new things I get to see and do. The people aren’t so anxious, and they don’t lean down so fast when they see me. She seems calmer, too. The people know my name. I like to hear it downRead… Read more »
The Best of 2010
OK, holidays are nearing an end; and I’m back to thinking about government communications and customer service. What a year it’s been! Great progress in some areas, like social media. Modest progress toward our long-time goal to make top customer tasks easier to find and use. Not much progress at all (in fact, slippage) inRead… Read more »
Ella- NASA Dryden’s Therapy Dog
Workin’ for a Livin’ Posted on Dec 02, 2010 07:16:17 PM | Kevin J Rohrer | 1 Comments | There’s a new face in Dryden’s Employee Assistance Program office – a furry one. EAP manager Kathleen Christian has begun introducing a standard poodle named Ella into her work counseling employees and their families, and decidedRead… Read more »
Honest Communication: The Unconscious Signals Behind Our Words
Have you ever had the experience of talking to someone and you start to feel that person is saying one thing but means another? Have you arrived at work in a bad mood and noticed that everyone else suddenly seems to be developing the same bad mood? What you are experiencing is the powerful effectsRead… Read more »
Three Thoughts As I Deck the Halls
I’ve been neglecting this blog. Too busy with holiday doings. So before I forget them, here are three quick thoughts that might deserve longer pieces…after the holidays. 1. Dashboards I’m beginning to wonder about the wisdom of all these performance “dashboards.” I understand that, in the spirit of open government, it’s good to have someRead… Read more »
Friday’s Fab Five: Leaders, Dumb Committees and the Daily Grind
It’s that time again… Friday’s Fab Five! Every Friday, we’re summarizing the best of the week and highlighting five members or moments that were especially awesome. 5. The Most Commented Blog of the Week goes to Kathleen Schafer for her post entitled “Living the Life of a Leader”. She asks a simple question — AreRead… Read more »