Perhaps the question I feared the most as a newspaper reporter went something like this: “But what do you have for me today?” It came from editors, usually in the morning after a long day breaking a story, scooping the competition, juggling phone calls and angry sources, and a late night writing the story onRead… Read more »
I call it Log-In, Check-Out Syndrome. It’s that thing that happens when, about 17 seconds into your virtual event, your attendee engagement gauges plummet but your attendee numbers stay the same. They’re there, but they’re obviously not paying attention. They’re in another window or their screensaver is on; either way, they’re in the virtual room but they’re not reallyRead… Read more »
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 »
Leaders teach more than they tell, and they pay knowledge forward without hoarding information. Effective leaders stand in front of their teams and demonstrate the organization’s desired norms.
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 »
Perceptions When you think of New Zealand, what probably comes to mind is what you’ve seen in movies like The Hobbit trilogy: lots of wide, green vistas and many, many sheep. Which is true for the most part, especially the bit about the sheep. But no orcs. Maybe you’ve come here on vacation. After all,Read… Read more »
It’s National Volunteer Week and as a former AmeriCorps NCCC FEMA Corps member, that makes it a pretty special time for me. I donated ten months of my life right after college to national service. From August 2013 to May 2014, I got to travel the country while experiencing what working for a government agencyRead… Read more »
Have you ever thought you were really good at something only to have someone tell you, maybe you’re not? I always thought I was good with people. I mean, I knew that I was not a people person per se, but I knew that and I made up for it. Didn’t I? A few yearsRead… Read more »
HR professionals can use employee opinions to predict real employment outcomes, and directly compare survey responses with HR data to verify how perceptions manifest in reality.