In October, GovDelivery hosted a social media conference in Washington, D.C. with nearly 300 attendees, from local government workers to Federal employees and government contractors. At the heart of the event was a Facebook foundation: David Kirkpatrick, author of “The Facebook Effect,” delivered an engaging keynote presentation, and Adam Conner, Associate Manager of Public PolicyRead… Read more »
Ever taken a pen from the post office? Well, how about tape guns, letter trays or large pallets? According to the Fed page over at The Washington Post, the United States Postal Service is asking customers to return any stolen USPS property in an effort to minimize losses for the fiscal year. The program providesRead… Read more »
Back in April, President Obama issued an executive order directing agencies to step up their efforts to improve customer service. Whatever happened? The Executive Order gave agencies until the last week of October to provide their plans to the Office of Management and Budget, and last week the plans were delivered and posted on OMB’sRead… Read more »
I recently took a road trip to the tip of Florida and stopped at several restaurants and stores along the way. It struck me how differently these retail organizations approached customer service. At Cracker Barrel, there was always one of the staff in proximity to the front door who welcomed the visitors warmly; the hostessRead… Read more »
The White Horse Digital Futures Group’s exclusive report provides feedback for 30 citizen-focused government mobile applications, plus mobile development guidelines helpful for public or private organizations. “The number of smartphone users in the U.S. is approaching the 100 million user mark. Government bears a responsibility to ensure… (they) use available resources effectively and produce betterRead… Read more »
When President Obama issued an executive order in April this year compelling federal agencies to improve customer service, the future seemed a long way off. But as the first leaves begin to change color here in Washington, a deadline for action looms. By October 24, agencies are ordered to publish a plan for how theyRead… Read more »
One of things you hear over and over is the concern about managing a Twitter account or a Facebook account and how do you deal with the influx of all those questions and comments. In many cases, the fear of not having time to actively respond is so great that it results in scaring agenciesRead… Read more »
Did you know that we are in the midst of Hispanic Heritage Month? In 1968, President Lyndon Johnson established an annual week-long celebration of the culture and traditions of those who trace their roots to Spain, Mexico and the Spanish-speaking nations of Central America, South America and the Caribbean. In 1988, President Ronald Reagan expandedRead… Read more »
What is a reputation? It’s basically a preconceived expectation of behaviors based on previous direct experience and indirect assumptions. What is the reputation of your favorite restaurant, how about your doctor, or the last place you decided never to go back to? Every person you come into contact with every day is forming an impressionRead… Read more »
Picture great service as a three-legged bar stool. Your customer is sitting on top. What happens if one of the legs isn’t strong, or is flat out broken? That’s right, the customer falls off the stool and has a bad experience. Each of the elements represented by the bar stool can be given its ownRead… Read more »