Use ‘Journey Maps’ to Understand and Improve People’s Interactions with Public Services
Journey mapping is a simple yet powerful way to explore the experiences people have with your services and generate insights on how you can improve them.
From Search Engines to Answer Engines — Bridging the Digital Divide to Optimize Constituent Experience
A new technology has emerged — known as “answer engines” — that replaces the keyword search engines we know so well with natural language processing that understands what we actually mean when we ask a question.
My Top 5 Hacks for Organizing…Everything
Need help getting organized? Here are some tips gathered from the experts to keep your days running smoothly.
Using Data to Tell Stories of Impact
Metrics and data can help illustrate the value of government’s scientific research — but finding that data can be difficult.
Strategic Planning or Strategery: 10 Lessons Learned from Governmental Public Health Strategic Planning
A strategic plan can be an effective tool for advancing an agency’s goals — assuming the agencies avoid certain pitfalls.
Bloom Where You’re Planted
On the surface, to “bloom where you’re planted” seems virtuous. But is it? Probably not always. After all, you have legs not roots…
What Are You Reading (or Listening To)?
Looking for advice on advancing your career? Here are some resources that can help you climb the ladder.
Make It Modern: Why You Can’t Build a Legacy on Legacy Systems – Part 2
Outdated software can be more a burden than a help. Here’s how to make the case for an upgrade.
LA Fills Broadband Equity Gaps Using Maps of People and Places
As part of a multi-year internet expansion plan, Los Angeles County used geographic information system (GIS) technology to identify communities in need of better internet access. The maps showed a stark and urgent need to address racial and economic disparities.
Business Etiquette Tips You Need to Know
We are back in full swing of in-person networking, business lunches and coffee meet-ups. I’m sharing a few tips to ensure you are polished and leave a great impression.