Is your agency’s training budget lean this year? Want to brush up on a few skills without having to shell out major bucks on your own? Check out these free resources below – a mix of my personal faves and some I haven’t used personally, but look promising. Then let me know in the commentsRead… Read more »
Mandates for better federal customer experience (CX) have been piling up for more than 20 years. The trend began way back in 1993, when Executive Order #12862 required federal agencies to create basic CX standards. The strongest and most recent mandate is last year’s “customer service” cross-agency priority goal, which requires federal agencies to provide theRead… Read more »
Internal customer surveys are a good way to find out how support services are functioning, and they can yield valuable insights that promote innovation, help retain talent, increase job satisfaction and encourage continuous improvement. They can also increase the overall performance of the government, because an organization that cares about its employees’ opinions and acts… Read more »
Originally posted on the GovDelivery blog. “Knowledge is power. Information is liberating. Education is the premise of progress…” – Kofi Annan As a government agency, your job begins and ends with being a purveyor of knowledge for the audience you serve. From informing the public about a disease outbreak, weather emergency, a newly enacted law, orRead… Read more »
Just four years ago I avoided speaking in public. Yet, to get ahead in my job, I knew that I had to start saying yes to invitations to speak. That meant I had to figure out how to get over my fear of public speaking. Jump cut to today and now I frequently give webinarRead… Read more »
Last month, we put out a call for our fourth round of GovLoop Featured Bloggers – and you responded with amazing enthusiasm. Over 100 people from all walks of government and industry life sent in great ideas for posts, about everything from technology challenges in city government to using Twitter to monitor food safety in yourRead… Read more »
It is by new well-established that standing on a soapbox and yelling at the public does not work. It does not make people trust you. Even if you’re Winston Churchill. So what does work, now? The answer used to be “reliance on influencers.” But, to take just one example, polls show that people don’t trustRead… Read more »
It’s been a wild ride on Game of Thrones. When season 5 premiers on April 12, 2015, fans will anxiously watch leaders rise and fall, armies gather in force, and characters—some beloved, some despised—face untimely demise in a relentless battle between noble houses for the kingdom’s throne. You might be surprised at all you can learn about building social influenceRead… Read more »
After writing 5 Digital Resolutions Everyone Should Make (and Keep!), I committed to following my own advice. Since the beginning of the year, I have focused on cleaning up not just my own digital footprint, but that of The Denovati Group as well. It’s been tedious and a royal pain, but I’m glad to do it,Read… Read more »
Did you know that public speaking is the number one fear in America? Death is second. No, I am not kidding. When comedian Jerry Seinfeld heard that stat he noted that for the average person, if you have to go to a funeral, you’re better off in the casket than doing the eulogy. While SeinfeldRead… Read more »