In another lifetime, I trained people to speak and interact with their local media (newspaper, radio and/or television) on behalf of their organization. One of the questions I asked that used to really stymie people was, “How many of you are completely networked?” No hands would go up. I would then ask, “How many ofRead… Read more »
Today, I gave a talk at Cornell Law & Internet conference on the topic “Beyond Cats & Kardashians – Building Meaningful Online Engagement” Here’s my 13 of my tips: -Find the engagement pain point -Focus on the underlying demand for the service -Find the existing audience you can leverage -Embed elsewhere -Leverage timely events -PromoteRead… Read more »
In this essay I intentionally subsume the thinking processes of official decision-makers into the thinking processes of the citizenry as a whole. I realize that official decision-makers can and do make decisions independently of the will of the people, unless that public will is united and organized. But elite decisions made independently of the publicRead… Read more »
It’s not about the technology, its about the people. It’s a phrase I’ve uttered probably more than a thousand times in the last five years. It stems from the understanding that technologies will come and go (quickly, almost at a whim) but behaviours change slowly and as a result we should focus our attention onRead… Read more »
Post Highlights GovLoop is Celebrating National Customer Service Week: Follow Here Francisco Navarro, Customer Service Policy Advisor, New York City, discusses customer service initiatives in New York City Story is an excerpt from GovLoop’s research report: Re-Imagining Government Customer Service This week GovLoop has been celebrating National Customer Service week. The following is an excerptRead… Read more »
I know that there are lots of opinions, both negative and positive, that are swirling around the local government community with regards to Code for America. It’s easy for us to get defensive about our jobs because, well, we’re used to having to be on the defensive. Government doesn’t have a positive image with theRead… Read more »
A classic post for me is titled“Silence — One of the Two Great Wastes™”. The article cites a few sources that conclude: “…that project deterioration was a function of not listening and not speaking. We named those behaviors the Two Great Wastes.” I love the term quoted in the post, “organizational silence” to describe whenRead… Read more »
On GovLoop Insights’ DorobekINSIDER: What are the 4 biggest challenges facing the White House Innovation Fellow for RFP-EZ? Our expert panel weighs in. Click here for the full recap. With a national election looming on the horizon and terms like “fiscal cliff” and “sequestration” being thrown around by policymakers, pundits, and the media, it’s hardRead… Read more »
Fun Fact: The fourth listing on Google found when you search “minorities in tech” (without quotations) is: “Technologies found in Minority Report.” Looks like people really enjoyed that movie…and there aren’t many minorities in tech. And yes, while we have made headway with funneling some capitol to startups. Dave Mcclure’s stance in TechCrunch is aRead… Read more »
Post Highlights House of Representatives Passes HR 538 on September 11, 2012 Requires customer service standardization for the federal government GovLoop resources on how to measure customer service effectiveness This week we are celebrating Customer Service week. Recently the House of Representatives passed HR 538: Government Customer Service Improvement Act on September 11, 2012. TheRead… Read more »