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DNSSEC vs. Elastic Load Balancers: the Zone Apex Problem

Sep 12, 2016 |

This is the final post in the 5-part series, The Right Tools for the Job: Re-Hosting DigitalGov Search to a Dynamic Infrastructure Environment. Federal websites are required to implement DNSSEC, which relies on knowing exactly what server is responding to a request. In Amazon Web Services (AWS), the problem of unreliable servers is solved by Read »

Let’s Encrypt Those CNAMES, Shall We?

Sep 7, 2016 | ,

This is post 4 in the 5-part series, The Right Tools for the Job: Re-Hosting DigitalGov Search to a Dynamic Infrastructure Environment. This post references the previous posts frequently, so please read those before reading this one if you haven’t done so already. In addition to the DNS challenges created by offering “masked” domains such Read »

A Domain by Any Other Name: CNAMES, Wildcard Records and Another Level of Indirection

Sep 6, 2016 |

This is post 3 in the 5-part series The Right Tools for the Job: Re-Hosting DigitalGov Search to a Dynamic Infrastructure Environment. “All problems in computer science can be solved by another level of indirection, except of course for the problem of too many indirections.” – David Wheeler The simplest of our four requirements was Read »

Quality, Speed, and Lower Costs: Yes, You Can Have It All

Sep 2, 2016 | ,

This is post 2 in the 5-part series The Right Tools for the Job: Re-Hosting DigitalGov Search to a Dynamic Infrastructure Environment. The last major infrastructure upgrade that DigitalGov Search had was in 2010. Not only has technology evolved significantly since then, but so have business models for right-sizing costs. Moving to Amazon Web Services (AWS) Read »

The Right Tools for the Job: Re-Hosting DigitalGov Search to a Dynamic Infrastructure Environment

Aug 18, 2016 |

This is the first post of a 5-part series. DigitalGov Search is a commercial-grade search engine provided as a shared-service by the United States General Services Administration. We power about 2,300 search configurations for hundreds of federal, state, and local government agencies. Using our platform, agencies can easily configure a search experience for the public that Read »

What’s All The Fuss Around Customer Experience?

Jul 29, 2016 |

Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has Read »

U.S. Digital Registry

Jun 20, 2016 |

The National Archives is pleased to participate in the U.S. Digital Registry, the authoritative resource for official third-party websites, social media platforms and mobile apps managed by the U.S. federal government. The U.S. Digital Registry is an API-generating platform designed to authenticate third-party sites in the federal government in order to help maintain accountability over Read »

How to Make Your Facebook Content ‘Pop’ with Images

Jun 20, 2016 |

Facebook is a highly visual medium. Studies show that Facebook posts featuring photos are the most noticed, liked, and shared. Posts featuring an image stand out in the news feeds of people who like your page. While a great image can cut through the clutter, you don’t need to fill your feed. Think “representative” and high-quality Read »

NIH Image Gallery Data Call Success

Jun 13, 2016 |

In early April, the National Institutes of Health put out a call for images highlighting NIH-funded scientific research. The image call was posted on the NIH image gallery website and advertised through the NIH Public Information Officers (PIO) Network. The NIH Image Gallery, which averages 6,000 views per day, features free-to-use images for the general Read »

Five Ways That Video Will Continue to Evolve on Facebook

Jun 8, 2016 |

The medium is the message. Marshall McLuhan In a little over a year, Facebook video went from simply being one of the content types that could be shared to the user timeline to a 8B video views per day powerhouse that’s also a huge priority for Mark Zuckerberg. We’ve heard about the big numbers from digital native Read »

Our CX Recipe for Success: Complete with Ingredient List and Substitutions!

May 31, 2016 |

If you were to spend any time with me in the kitchen, you would often find me searching out substitutions for ingredients that I don’t have on hand or have to drive 100 miles to find. I don’t want to abandon the recipe, so I substitute instead. I find that in the world of internal Read »

The Content Corner: Is Scheduling Social Media Posts Truly Social?

May 23, 2016 |

Good communicators are always…well…evaluating the way they communicate. As we think of the “customer experience,” it is key to constantly consider your methods for engaging with your audience. Just as the platforms themselves continue to change to keep their audience, continuing to refine our ways of sending messages will assure that you don’t get left Read »

Improving Internal Communications: Best Practices

May 20, 2016 |

Customers are not the only group with whom we need to effectively communicate as we work to improve our quality of service. Effective communication between employees and leadership is critical to improving the customer experience. Front line employees interact with the public on a regular basis, and if employees do not have the information they Read »

Customer Experience Performance Metrics: Two Sides to Every Story

May 16, 2016 |

Performance metrics, targets and public reporting are not new in government; however, customer-oriented metrics have been underutilized and under-reported publicly for a long time. Today, as the principles of customer experience as a management discipline gain momentum across the federal government, there is an opportunity to use data to tell more of the story where Read »

Help Customer Experience Drive Change at Your Agency

May 10, 2016 |

With the recent launch of the Core Federal Services Council—which seeks to improve the customer experience for core federal programs by ensuring use of customer feedback data and identifying strategies—building on the Feedback USA pilot, the Federal Front Door and other customer experience initiatives, 2016 may in fact be the Year of the Customer. But, Read »

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