Monthly Theme

As the World Churns: Earthquake Detection via Twitter

Jun 26, 2015 |

When one thinks of social media, usually it is thought of as a tool to keep in touch with friends and family. Behind all the social networking lies vast amounts of data that can be used in a multitude of ways. This data is an opportunity for government agencies to improve the services they provide Read »

Engaging Audiences Through Quora

Jun 25, 2015 |

There’s no doubt that traditional social media sites like Facebook and Twitter have transformed how we communicate with stakeholders. Quora is another tool for agencies seeking to engage highly-educated thought leaders and influencers, policy makers, entrepreneurs, scientists, engineers and journalists worldwide. The brainchild of two former Facebook employees with the backing of Wikipedia’s founder, Quora aims to Read »

Real Internationalization Isn’t Just Geographic: It’s Linguistic

Jun 19, 2015 | , , ,

Twenty years ago, the chances of watching an NBA game with commentary in a language other than English were small. Today, the NBA transmits games in 47 languages to 215 countries across the world. This is a perfect example of how organizations have evolved over time to meet the demands of their audiences. Evidence like Read »

NOAA’s CrowdMag App: Citizen Science on the Go

Jun 18, 2015 |

The rise in mobile device usage has created a rise in expectations: the public wants new and innovative interactions with all organizations, including government. Incorporating social media in mobile websites and native apps is one way federal agencies have increased public interaction. Six agencies have leveraged native app functionality for crowdsourcing purposes. The National Oceanic Read »

How Agencies “Pin” Down Their Audiences

Jun 10, 2015 |

While Facebook and Twitter are the most popular social media platforms (according to some rankings), your agency can and should evaluate the benefits of platforms like Pinterest, which have seen major growth in users and activity. In the last six months of 2014, Pinterest increased its membership by 57%, while Facebook and Twitter only grew by Read »

#SocialGov Round Up 2015

Jun 8, 2015 |

The #SocialGov Community is coming up on three years of hard work and pushing the boundaries on using social tools across the federal government. I’d like to start this round up by taking a look at the event we hosted last year, State of the #SocialGov 2014: 2 Years of Smashing Silos + Elevating Citizen Read »

Monthly Theme: Building, Evaluating, and Improving Government Services Through Social Media

Jun 5, 2015 | ,

While examples of government social media content may initially seem like mere fun—the YouTube video of President Obama on Between Two Ferns or the Transportation Security Administration’s “good catch” pics of lipstick stun guns and batarangs—the potential of applied social data to build, evaluate and improve diverse citizen services is only increasing. As we recently Read »

Finding the Best Mobile Moment Is the First Stepping Stone to Anytime, Anywhere Government

Jun 1, 2015 |

Mobile-friendliness is a must for government. But mobilizing the whole digital enchilada takes time due to various challenges, as experiences from the Department of Education and National Park Service have illustrated. Many agencies are thinking big things for 2015, but if your agency is struggling with that first mobile implementation, you will be asking yourself Read »

A Conversation with OMB on Customer Service

May 29, 2015 |

We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private Read »

Getting to Know Your Users: Tips and Tricks from Veterans Affairs

May 29, 2015 | ,

Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans Read »

Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

May 28, 2015 |

Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft, Read »

StudentAid.gov: Using Data to Empower Borrowers

May 27, 2015 |

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first Read »

5 Crucial Steps for Conducting an Effective Customer Interview

May 26, 2015 | ,

When focusing on customer experience, we all know that we need to truly understand our customer if we expect to provide them with an enjoyable experience. In an effort to do so, organizations often jump right to a survey to identify their customers’ needs and wants. While surveys are a great first step to understanding Read »

Top 5 Ways to Increase Email Survey Responses

May 20, 2015 |

Surveys are a great way to gain valuable insight into your customers’ true interests and needs. With the abundant number of survey tools available, it’s almost too easy to quickly put together a survey and send it out to your target audience. All too often, organizations will be in a hurry to get their survey Read »

Government Services Through a Life Events Approach

May 15, 2015 |

The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public Read »