What is knowledge? “Knowledge is a familiarity with someone or something, that can include descriptions, facts, information and/or skills acquired through experience or education”, according to Wikipedia. Ben Franklin revealed, “an investment in knowledge always pays the best interest.” What does knowledge have to do with customer service? Consider this, have you ever been toRead… Read more »
This post was co-written by GovLoop’s own Joseph Porcelli and Lauri Stevens. You’ve likely seen the pictures and videos from Vancouver: the looting, the beatings, the couple kissing. And how can we forget the videos of the few courageous citizens who, in the midst of the violence and chaos, stood up for their community? AfterRead… Read more »
Could this be the future? Brian Heaton of Government Technology wrote Wednesday that at least one local government will soon be offering online training to educate citizens on how to use their new and improved website. The Community Digital Forum, to be held Wednesday, June 29, will feature hands-on instruction on how to navigate theRead… Read more »
As I’ve said before, there are very few absolutes when it comes to social media. Trust me, I’m well aware that the first word in “social media” is “social.” And there’s no question that the gold standard is to fully engage in any platform like Twitter, and that means retweeting, following others, etc. In Facebook,Read… Read more »
There has been a lot of work in recent years on ways of improving the process of public consultation. It’s not something about which I have any great expertise or direct involvement, but I am conscious of great efforts to produce consultation material in forms which are not just useful and accessible themselves, but whichRead… Read more »
I’m at 2011 Gov’t Customer Satisfaction Forum presented by Federal Consulting Group. There’s some great presentations so I’m taking notes. Dr. Forrest Morgeson, Research Scientist, American Customer Satisfaction Index How much citizens trust government-Measure by agency-Measure by generalized trust -People trust more specific agencies than overall trust in gov’t. 68% agency trust vs 41% overallRead… Read more »
The Institute for Local Government’s Public Engagement and Collaborative Governance program developed the following ten principles to serve as helpful indicators of effective and ethical public engagement practice by local governments. These principles may also help guide city, county and other local officials in the design of public engagement processes and strategies. Developed by TerryRead… Read more »
Citizen Engagement at NASA View more presentations from Nick Skytland. NASA Ames will be hosting a Tweetup February 11, 2011! The event will provide NASA Twitter followers the opportunity to speak with scientists and Center leadership. The Tweetup will include a “meet and greet” session to allow participants to mingle with fellow Tweeps and someRead… Read more »
Yes. You read that title right. Yes, airlines are not known for their customer responsiveness. Ask anyone whose been trapped on a plane on the tarmac for 14 hours. You know when Congress has to pass a customer bill of rights for your industry you’ve really dropped the ball. Air Canada, however, increasingly seems toRead… Read more »
Improving government’s customer service means constantly looking for new ways to do things, seizing new technologies, and experimenting. All good. But as we do what’s exciting and new, let’s not forget that we also need to do what’s important. Like implementing all the laws, regulations, and requirements already in place, for government websites. A littleRead… Read more »