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. Without considering the assumptions encoded in your questions, you could be inadvertently contaminating the feedback you’re collecting. Let’s discuss a couple of… Read more »
For most government agencies, the challenge isn’t getting feedback (most agencies have plenty.) Instead, it’s knowing how to take all those comments, questions, and suggestions and using them as your agency’s focus group, telling you exactly what your audience needs.
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 »
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.
Learn how a content audit can refresh your communications, keep the public engaged, and save time by repurposing what you already have.
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.
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.
Data alone isn’t enough to support a policy initiative. Here are some ways to tell a successful data story.
Government is understandably excited about the potential for AI to elevate constituent services and enhance mission outcomes. But AI needs data — lots of data — to understand patterns and deliver intelligible guidance to federal workers. As agency leaders tackle these hurdles, they need to think about the desired outcomes and how AI can add… Read more »
This blog post highlights the importance of focusing on CX for government IT products and how it has a positive ripple effect on both users and IT teams. By making CX a priority, agencies can improve service delivery while also creating a more fulfilling and productive work environment for IT professionals.