How to Make Government Policies Easier for Everyone to Understand
The Plain Language Act is only one part of making government policies easier to understand. Learn how to make policies resonate with the public.
Citizen Engagement
How to Deliver High-Quality Omnichannel Constituent Experiences
In this video interview, Docusign’s Michael “M.J.” Jackson describes how a focus on omnichannel communications can result in higher constituent satisfaction and deliver improved outcomes.
Beyond Automation: How AI Will Reshape Public Sector Efficiency by 2030
AI will redefine public sector operations by integrating as an intelligent co-pilot, enabling real-time decision-making and personalized citizen engagement.
How Riverside County Is Revolutionizing Human Services Strategy With GIS Technology
It’s a formidable challenge. Deliver human services to nearly 2.5 million people across the 7,000-square-mile expanse of Riverside County, California — and do it effectively and efficiently. From bustling urban centers to remote desert locales, the county’s needs are as varied as its geography. To meet those diverse needs, county officials recently adopted an integratedRead… Read more »
Do You Know What Makes a Good Question?
Questions are not inherently neutral. They carry context, tone (if spoken), assumptions, and bias. If you’re working with customer (CX) or employee (EX) experience, asking questions is a necessary part of gathering feedback. Let’s discuss a couple of the ways that questions make assumptions and how to avoid them when collecting feedback.
A Decade of Improvement at the Dept. of Veterans Affairs
Ten years ago, when the Department of Veterans Affairs (VA) became one of the first agencies to elevate customer experience (CX) to top priority, leaders created a path toward better serving veterans and their families through improved communications, easier access to information and a focus on restoring veterans’ trust in the agency. In doing so,… Read more »
State Department Bets Big on Data-Driven Diplomacy
In 2022, the State Department updated its criteria for evaluating U.S. Foreign Service employees’ performance to reflect data’s growing usefulness — in all aspects of department work.
How a Content Audit Can Keep Government Communications Fresh
Learn how a content audit can refresh your communications, keep the public engaged, and save time by repurposing what you already have.
AI’s Impact on the 2024 Election
AI is helping political candidates analyze data on voter demographics, social media behavior, past voting patterns, and more. Unfortunately, this efficiency also benefits bad actors looking to spread political disinformation.
Is Your Public Messaging Creating Confusion? Here’s How to Fix It
Mixed messaging can undercut all the hard work that goes into agency programs and initiatives. Learn the five simple steps your government agency or public-sector organization can take to make sure communications are consistent and clear.