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Guidance on building better digital services in government
Fabiola Herrera has 12+ years of experience writing, editing, translating and managing content online. She creates content in Spanish for USAGov en Español - for both the site and social media. She also analyzes data from the USAGov Contact Center. With this data, she develops monthly reports outlining trends and makes recommendations to improve the customer experience both on and offline.
In this workshop, we will show how USAGov en Español collects and analyzes data from across several social media channels and the USAGov Contact Center to design and improve content and outreach strategies.