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 »
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.
Tips and takeaways from the experts on how to make the most of community surveys.
Private sector technology has raised the public’s expectations for online customer service. Government must catch up. Good solutions call for personalization — and that requires data.
Organizations depend on a wide array of tools to support CX, and more tools create more attack vectors. A cloud-based resiliency platform can ensure rapid recovery after an event. Here’s how that works.
Qualitative and quantitative data serve distinct purposes and work best when considered together.
In my last post, I talked about ways that research consent can be more nuanced than “yes” or “no”. This second and final part explores scenarios in which consent can get complicated and trust may be endangered.
When done right, content marketing in the public sector connects citizens with valuable information that enhances their civic life. It’s less “Mad Men” and more “Information-Age Town Crier.”
This will be the first in a short series on ways to protect end-user identities when collecting feedback or testing products. As many of us become more proficient in cybersecurity best practices, it’s crucial that we don’t forget some of the low-tech ways that we can keep identities secure and maintain trust.
It matters whether someone has a positive or negative experience transitioning from traditional, face-to-face interactions with agencies to more digital outreach. The right implementation can help.