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        "title" :"Timeless top 10 best practices for great government websites","deck" : "Better websites. Better government.","summary" : "While the field of federal web management continues to evolve, the core best practices have remained essentially unchanged for two decades.","date" : "2024-02-09T11:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ammie-farraj-feijoo" : "Ammie Farraj Feijoo","rflagg" : "Rachel Flagg"},"topics" : {
          
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        "title" :"An introduction to privacy","deck" : "Understand privacy requirements for agency websites","summary" : "Introductory guidance on implementing privacy protections for users of federal websites.","date" : "2023-12-08T06:46:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "analytics" : "Analytics",
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    },{
        "title" :"An introduction to analytics","deck" : "Use metrics and data to understand how people use your website","summary" : "Learn how to set performance goals, and identify specific KPIs and targets to measure and meet them, using web analytics.","date" : "2023-11-24T14:50:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "analytics" : "Analytics",
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        "title" :"Who's your website manager?","deck" : "Equity and accountability in federal website management","summary" : "The importance of HR and accountability to improving digital service delivery at federal agencies.","date" : "2023-03-24T15:29:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg","gail-sprinkle" : "Gail Sprinkle"},"topics" : {
          
              "content-strategy" : "Content strategy",
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              "governance" : "Governance",
              "product-and-project-management" : "Product and project management"
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        "title" :"Digital governance at GSA","deck" : "A framework for improving federal digital service delivery","summary" : "A peek into GSA’s internal processes for managing their websites and improving digital experience.","date" : "2023-02-23T17:31:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "content-strategy" : "Content strategy",
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              "digital-service-delivery" : "Digital service delivery",
              "governance" : "Governance",
              "product-and-project-management" : "Product and project management"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2023/02/23/digital-governance-at-gsa/"
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        "title" :"Measure Performance to Make Continuous Improvements","deck" : "Listening to customers is the best way to improve websites and digital services.","summary" : "This week, we’re exploring what it means to measure performance, and we’re taking a look at how listening to customers is the best way to continuously improve websites and digital services.","date" : "2020-08-04T12:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg","ammie-farraj-feijoo" : "Ammie Farraj Feijoo"},"topics" : {
          
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              "digital-service-delivery" : "Digital service delivery"
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        "title" :"An introduction to accessibility","deck" : "Understand how to approach accessibility for all","summary" : "An overview of how to design and deliver accessible digital products and services in the federal government","date" : "2023-10-27T15:06:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "accessibility" : "Accessibility",
              "digital-service-delivery" : "Digital service delivery",},"branch" : "bc-archive-content-3",
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        "title" :"Customer Experience Toolkit","summary" : "This Toolkit is intended to help government agencies improve how we deliver services and information to the public.","date" : "2016-01-07T05:52:31-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "information-collection" : "Information collection"
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        "filename" :"customer-experience-toolkit.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/customer-experience-toolkit/"
    },{
        "title" :"Checklist of requirements for federal websites and digital services","deck" : "A self-assessment tool to review and evaluate product maturity","summary" : "Links to relevant laws, policies, and regulations for federal agencies.","date" : "2014-01-09T01:20:11-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg","ammie-farraj-feijoo" : "Ammie Farraj Feijoo"},"topics" : {
          
              "governance" : "Governance",
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              "public-policy" : "Public policy"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/checklist-of-requirements-for-federal-digital-services/"
    },{
        "title" :"Required web content and links","deck" : "A list of required links that all federal websites need to have.","summary" : "Various policies require you to have certain content—or provide links to content—from specific places on your website.","date" : "2011-12-05T12:37:26-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ndavidson" : "Natalie Davidson","rflagg" : "Rachel Flagg","jeremyzilar" : "Jeremy Zilar","toni-bonitto" : "Toni Bonitto"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience",
              "governance" : "Governance",
              "user-experience" : "User experience"
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    },{
        "title" :"Who's on Your Digital Dream Team?","deck" : "Getting the right skills, talent, leadership, and support in place to build winning digital tools and services","summary" : "This week, we’re exploring what it means to establish effective governance, and looking at ways to clarify and fill the roles of all the players on your team.","date" : "2020-05-27T23:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"ammie-farraj-feijoo" : "Ammie Farraj Feijoo","rflagg" : "Rachel Flagg"},"topics" : {
          
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        "title" :"Meet Your Federal Web Council","deck" : "Your partners in making 21st Century IDEA happen","summary" : "When something important needs to be coordinated across the federal web space, the Federal Web Council is the vehicle for getting it done.","date" : "2019-11-12T13:30:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jeremyzilar" : "Jeremy Zilar","rflagg" : "Rachel Flagg"},"topics" : {
          
              "digital-service-delivery" : "Digital service delivery",
              "product-and-project-management" : "Product and project management"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2019/11/12/meet-your-federal-web-council/"
    },{
        "title" :"Learn About the Updated IT Accessibility Standards","deck" : "Effective January 18, 2018, the revised 508 standards modernize the federal government’s IT accessibility standards and bring us into alignment with governments around the world.","summary" : "Effective January 18, 2018, the revised 508 standards modernize the federal government’s IT accessibility standards and bring us into alignment with governments around the world.","date" : "2018-01-30T09:32:00-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "accessibility" : "Accessibility",
              "content-strategy" : "Content strategy",
              "design" : "Design",
              "software-engineering" : "Software engineering"
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        "filename" :"2018-01-18-section-508-refresh.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2018/01/30/updated-it-accessibility-standards/"
    },{
        "title" :"Creating a Culture of Engagement \u0026#8211; Webinar Recap","summary" : "Employee engagement, evidenced by displays of dedication, persistence, effort and overall attachment to organization and mission, is a key factor in business success, but it can be a struggle for government organizations. Organizational leaders seeking to cultivate a culture of engagement need tangible examples of how to successfully move the needle in a positive direction.","date" : "2016-03-18T11:00:57-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"john-paul" : "John Paul","rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/03/18/creating-a-culture-of-engagement-webinar-recap/"
    },{
        "title" :"Case Study: OCSIT’s Email Customer Survey Process","summary" : "To help us gauge the effectiveness of the programs we offer to other government agencies, we launched our first Government Customer Experience Index (GCXi) survey in 2013.","date" : "2016-01-29T10:00:34-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
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              "research" : "Research"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/29/case-study-ocsits-email-customer-survey-process/"
    },{
        "title" :"Government Customer Service Policies \u0026 Requirements: 1993 to Present","summary" : "A list of government customer service policies and requirements.","date" : "2016-01-07T05:41:53-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "public-policy" : "Public policy"
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    },{
        "title" :"Digging Into the Data of Our Customer Survey","summary" : "As a follow-up to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.","date" : "2016-01-05T09:00:06-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "budgeting-and-performance" : "Budgeting and performance",
              "challenges-and-prize-competitions" : "Challenges and prize competitions",
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience",
              "information-collection" : "Information collection",
              "mobile" : "Mobile",
              "professional-development" : "Professional development",
              "social-media" : "Social media",
              "user-experience" : "User experience"
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        "filepath" :"authors/rflagg/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2016/01/05/digging-into-the-data-of-our-customer-survey/"
    },{
        "title" :"CX Community—Year One","summary" : "Customer experience, or CX, is everywhere these days. If you’re wondering how customer experience differs from customer service, customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses the entire relationship.","date" : "2015-12-30T10:00:47-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "customer-experience" : "Customer experience",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-12-30-cx-community-year-one.md",
        "filepath" :"authors/rflagg/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/30/cx-community-year-one/"
    },{
        "title" :"OCSIT’s 2015 Customer Survey—What We Learned","summary" : "Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery.","date" : "2015-12-28T10:00:13-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "analytics" : "Analytics",
              "budgeting-and-performance" : "Budgeting and performance",
              "customer-experience" : "Customer experience",
              "information-collection" : "Information collection",
              "security" : "Security",
              "terms-of-service" : "Terms of service"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-12-28-ocsits-2015-customer-survey-what-we-learned.md",
        "filepath" :"authors/rflagg/_index.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/28/ocsits-2015-customer-survey-what-we-learned/"
    },{
        "title" :"Connecting with the Social and Behavioral Sciences Team","summary" : "The new Social and Behavioral Sciences Team (SBST) aims to make government programs more effective and efficient. Amira Choueiki from the SBST joined us to explain what the SBST does, and to discuss some of the projects they’ve worked on.","date" : "2015-12-09T01:40:55-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jsnee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
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        "filename" :"2015-12-09-connecting-with-the-social-and-behavioral-sciences-team.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/09/connecting-with-the-social-and-behavioral-sciences-team/"
    },{
        "title" :"CX Data in Action Series: Case Study #1","summary" : "It’s not new that agencies are inundated with data, but what data should you collect to improve your agency’s programs and enhance the customer experience? The Department of Labor’s Employee Benefit Security Administration’s (EBSA) has been perfecting their process to collect actionable data for the past 14 years.","date" : "2015-12-07T11:10:18-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-12-07-cx-data-in-action-series-case-study-1.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/12/07/cx-data-in-action-series-case-study-1/"
    },{
        "title" :"UX vs. CX: What\u0026#8217;s the Dif? Part 2","summary" : "In honor of World Usability Day, which happened on November 12, we’d like to demystify two extremely important and oft-confusing acronyms—CX and UX. Customer Experience (CX) and User Experience (UX), while related, focus on different aspects of service delivery.","date" : "2015-11-20T11:10:26-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "usability" : "Usability",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-11-20-ux-vs-cx-whats-the-dif-part-2.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/11/20/ux-vs-cx-whats-the-dif-part-2/"
    },{
        "title" :"How Will You Celebrate Customer Service Week?","summary" : "In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week.","date" : "2015-09-11T11:00:45-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-09-11-how-will-you-celebrate-customer-service-week.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/11/how-will-you-celebrate-customer-service-week/"
    },{
        "title" :"New Kid in Town: The Customer Experience Community","summary" : "Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government.","date" : "2015-07-31T10:00:20-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "customer-experience" : "Customer experience",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-07-31-new-kid-in-town-the-customer-experience-community.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/31/new-kid-in-town-the-customer-experience-community/"
    },{
        "title" :"How the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies","summary" : " In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience.","date" : "2015-07-22T10:00:32-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jacqueline-snee" : "Jacqueline Snee","rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-07-22-how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/22/how-the-nationals-customer-experience-principles-can-be-a-home-run-for-agencies/"
    },{
        "title" :"A Conversation with OMB on Customer Service","summary" : "We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private","date" : "2015-05-29T11:10:49-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2015-05-29-a-conversation-with-omb-on-customer-service.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/29/a-conversation-with-omb-on-customer-service/"
    },{
        "title" :"Plain Language Web Writing Tips","summary" : "Help your readers complete their tasks with these Plain Language writing tips.","date" : "2015-03-06T02:58:29-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg","awichman" : "Ashley Wichman"},"topics" : {
          
              "communication" : "Communication",
              "plain-language" : "Plain language"
              },"branch" : "bc-archive-content-3",
        "filename" :"plain-language-web-writing-tips.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/plain-language-web-writing-tips/"
    },{
        "title" :"10 Years of Digital Government—A Retrospective","summary" : "In December of 2004, the Office of Management and Budget (OMB) issued the first Policies for Federal Public Websites. Over the past decade, we’ve seen technology completely transform how government delivers information and services to the public. On this 10-year anniversary, we’re taking a walk down memory lane to recap some of the pivotal moments","date" : "2014-12-18T03:09:04-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "challenges-and-prize-competitions" : "Challenges and prize competitions",
              "content-strategy" : "Content strategy",
              "mobile" : "Mobile",
              "open-government" : "Open government",
              "product-and-project-management" : "Product and project management",
              "social-media" : "Social media",
              "software-engineering" : "Software engineering",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-12-18-10-years-of-digital-government-a-retrospective.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/18/10-years-of-digital-government-a-retrospective/"
    },{
        "title" :"Customer Service Week 2014","summary" : "They say that customer experience (CX) is the new marketing. People will tell their friends about their experience with your agency, and social media makes it easy to broadcast whether the experience was easy and enjoyable, or terrible. In 1992, Congress proclaimed the first full week in","date" : "2014-10-09T10:00:53-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-10-09-customer-service-week-2014.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/10/09/customer-service-week-2014/"
    },{
        "title" :"Member Spotlight \u0026#8211; Hannah Rubin, Library of Congress","summary" : "Meet Hannah Rubin, who works in the Congressional Research Service (CRS) at the Library of Congress. She's the focus of this month's Member Spotlight.","date" : "2014-09-26T10:00:17-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "analytics" : "Analytics",
              "content-strategy" : "Content strategy",
              "professional-development" : "Professional development",
              "research" : "Research",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-09-26-member-spotlight-hannah-rubin-library-of-congress.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/09/26/member-spotlight-hannah-rubin-library-of-congress/"
    },{
        "title" :"Member Spotlight \u0026#8211; Jill James, Dept. of Education","summary" : "Welcome to the first edition of a new series of articles spotlighting members of our Government Web Manager Community. This month, we introduce Jill James, who’s the Senior Web Editor/Director for the Department of Education, in their Communications and Outreach","date" : "2014-08-27T10:00:43-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "mobile" : "Mobile"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-08-27-member-spotlight-jill-james-dept-of-education.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/08/27/member-spotlight-jill-james-dept-of-education/"
    },{
        "title" :"Is It Tweet-Worthy?","summary" : "The Web now contains over 1.51 billion pages of content, according to WorldWideWebSize.com. That’s a lot of reading material, and a lot of content competing with yours for attention. People won’t waste time (even a few seconds) on an article that doesn’t matter to them in some way—not when there are so many other interesting","date" : "2014-06-30T01:00:27-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "plain-language" : "Plain language",
              "social-media" : "Social media"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-06-30-is-it-tweet-worthy.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/30/is-it-tweet-worthy/"
    },{
        "title" :"Sample Position Descriptions for Digital Government Jobs","summary" : "Use and customize these sample position descriptions to hire your own digital gov team. Position descriptions, as defined by the Office of Personnel Management (OPM), include an official series, title, and grade based on the results of a classification determination. Accessibility Web Development and Accessibility Specialist (Word document, 22 KB, 1 page, September 2012) Analytics","date" : "2014-06-24T09:50:15-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"branch" : "bc-archive-content-3",
        "filename" :"sample-position-descriptions-for-digital-government-jobs.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/sample-position-descriptions-for-digital-government-jobs/"
    },{
        "title" :"Sign up For DigitalGov Citizen Services Summit, Friday, May 30","summary" : "We won’t build the government of the 21st century by drawing within the lines. We don’t have to tell you the hard work of building a digital government doesn’t exist in a vacuum or a bubble. Show us social media without mobile, Web without data and user experience without APIs. You can’t? That’s right—in reality,","date" : "2014-05-19T03:03:16-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg","jherman" : "Justin Herman","tammi-marcoullier" : "Tammi Marcoullier","jparcell" : "Jacob Parcell","apiazza" : "Alycia Piazza","jonathan-rubin" : "Jonathan Rubin"},"topics" : {
          
              "analytics" : "Analytics",
              "application-programming-interface" : "Application programming interface",
              "challenges-and-prize-competitions" : "Challenges and prize competitions",
              "content-strategy" : "Content strategy",
              "mobile" : "Mobile",
              "product-and-project-management" : "Product and project management",
              "social-media" : "Social media",
              "user-experience" : "User experience"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-05-19-sign-up-for-digitalgov-citizen-services-summit-friday-may-30.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/05/19/sign-up-for-digitalgov-citizen-services-summit-friday-may-30/"
    },{
        "title" :"Guidelines for Improving Digital Services","summary" : "The Digital Services Advisory Group and the Federal Web Managers Council have developed the following guidelines to meet the 6.1 milestone of the Digital Government Strategy. These recommendations apply to all digital services, including Web, mobile, apps, APIs, and online forms. Guidelines Guideline 1: Digital Strategy Integrate your digital presence into your agency’s overall business, communications, and customer experience strategy Guideline 2: Governance,","date" : "2014-04-04T03:12:19-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "content-strategy" : "Content strategy"
              },"branch" : "bc-archive-content-3",
        "filename" :"guidelines-for-improving-digital-services.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/guidelines-for-improving-digital-services/"
    },{
        "title" :"How to Win Digital Like a Grammy","summary" : "Digital Marketing Evangelist and analytics expert Avinash Kaushik recently published a fascinating article on Six Visual Solutions To Complex Digital Marketing/Analytics Challenges. The article is especially relevant to government organizations, because it talks about the importance of dynamic vs. static content. Government agencies tend","date" : "2014-01-27T15:32:08-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2014-01-27-how-to-win-digital-like-a-grammy.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/27/how-to-win-digital-like-a-grammy/"
    },{
        "title" :"Paperwork Reduction Act Fast Track Process","summary" : "Protect Your Customer’s Privacy Federal agencies must follow various laws and regulations, including the Paperwork Reduction Act (PRA) and the Privacy Act, when collecting information from the public. You should also be familiar with SORN (Systems of Records Notice), as well as rules around personally identifiable information, and laws that relate to your specific method of feedback collection","date" : "2014-01-09T03:01:38-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "information-collection" : "Information collection",
              "public-policy" : "Public policy"
              },"branch" : "bc-archive-content-3",
        "filename" :"paperwork-reduction-act-fast-track-process.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/paperwork-reduction-act-fast-track-process/"
    },{
        "title" :"9 Reasons Your Agency Should Have A CMS","summary" : "Why Invest in a Content Management System? Does it take too long to update and post digital content? Do you lack consistent branding across your website(s)? Is outdated, redundant content leading to a poor customer experience? Does your agency website show up too far down in search results? Are you","date" : "2013-12-12T15:02:56-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-12-12-9-reasons-your-agency-should-have-a-cms.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/12/12/9-reasons-your-agency-should-have-a-cms/"
    },{
        "title" :"Content Management Systems Toolkit","summary" : "Improving the federal government’s ability to deliver digital information anytime, anywhere, on any device via open content is a key goal of the Digital Government Strategy. A content management system (CMS) can help your agency move to an open content model, making it easier for people to find, share, use, and re-use your information.","date" : "2013-10-30T08:45:15-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "application-programming-interface" : "Application programming interface",
              "content-strategy" : "Content strategy",
              "open-source" : "Open source",
              "search-engine-optimization" : "Search engine optimization"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-10-30-content-management-systems-toolkit.md",
        "filepath" :"authors/rflagg/_index.md",
        "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/authors/rflagg/_index.md",
        "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/authors/rflagg/_index.md",
        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/30/content-management-systems-toolkit/"
    },{
        "title" :"How Canada is Revolutionizing Digital Governance","summary" : "The Canadian government is changing how we think of traditional Web management. They built a platform of standards-compliant (HTML5, WCAG and WAI-ARIA), accessible and secure components that its agencies (and even provincial and municipalities) can use to build and maintain their sites. They are also focused","date" : "2013-04-19T03:26:59-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
          
              "content-strategy" : "Content strategy",
              "software-engineering" : "Software engineering"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-04-19-how-canada-is-revolutionizing-digital-governance.md",
        "filepath" :"authors/rflagg/_index.md",
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