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MobileMarketingWatch recently published an article on how the SMS marketing world is changing. Due to its popularity, SMS has evolved into one of the most effective mobile marketing strategies. Improves Relevance for All: Marketers tailor campaigns to a variety of interests in order
Jul 23, 2013

Moderating a Government Blog

Guest post by Curtis Robert Burns, better known as Blogger Bob, at the Transportation Security Administration (TSA). As a blogger for TSA I believe moderating blog comments always comes down to an understanding of your employer’s mission, audience, and your
Jul 22, 2013

DATA.Gov: The Next Step is Yours

Americans are rocking open data! From getting people to the emergency room faster with iTriage to helping them navigate road and rail after a disaster, people are innovating, building businesses, and creating safer communities. As developers get more sophisticated and businesses get better analytics, Data.gov needs to change to support them in new ways and
Jul 19, 2013

How to Create a Customer Experience Index

In my last post I talked about how we’re kicking off our Customer Experience program in the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA. There are many paths to creating a customer experience program, from starting with cultural issues like employee
Jul 18, 2013

Digital Metrics for Federal Agencies

Digital metrics are critical for measuring, analyzing, and reporting on the effectiveness of your Web, mobile, social media, and other digital channels. Every agency should have a metrics strategy to measure performance, customer satisfaction, and engagement, and use the data to make continuous improvements to serve its customers. Part 1: Common Metrics: Guidance, Best Practices, and
Jul 15, 2013

Kicking Off Our Customer Experience Program

The vision for my office, the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA, is simple: Deliver a world-class experience to the public when accessing government information and services – anytime, anywhere – through the delivery channel they choose. We create and leverage products, services and
Jul 10, 2013
ComScore recently released key trends in the United States’ smartphone industry for three months (February-May) with Apple ranked as the top smartphone manufacturer and Android as the top smartphone platform. During the three months, 141 million people owned smartphones. Top Smartphone Original Equipment Manufacturers
Jul 09, 2013

Instagram Now Available for Federal Agencies

Instagram is the latest mobile and social media tool available to federal, state and local governments to better engage with the public, with a newly negotiated government-compatible Terms of Service (TOS) agreement. GSA collaborated with Instagram to negotiate the amended terms, which brings the total number of
Jul 08, 2013

Mobile Gov for Independence Day!

Gearing up for the Fourth? Here are some anytime, anywhere government apps that can help make celebrating the United States easier and more fun. If you’re worried about the weather you can check out the National Weather Service mobile website. If the heat
Jul 04, 2013

Business.USA.gov – Usability Case Study

When redesigning a site, it’s easy to place menu items, text and other content wherever you can make them fit. It’s harder to take a step back and ask the strategic question: Is this the best place for this? A good rule of thumb is to never make any changes randomly—base your decisions on user
Jul 02, 2013

Fueleconomy.gov – Usability Case Study

Many technical websites have a hard time explaining information to the general public. This happens because users don’t understand the industry-specific or scientific terms. Fortunately, solutions to these problems are fairly easy—changing menu and navigation item text, or adding a line of explanatory text on key pages or complex graphics. The DigitalGov User Experience Program
Jul 02, 2013
Jackie Rov of tmgmedia points out that with more than a billion smartphones in consumer’s pockets, it’s more important than ever for brands to adapt their strategy to mobile trends. To engage with consumers in the mobile era, we must understand the shift in consumer behavior
Jul 02, 2013

What’s In a Name Does Matter

Can you imagine how frustrating and confusing it would be to find several variations of the same agency name on different sites or even different pages or documents on the same site? This is what happens everyday to Spanish-speaking customers accessing the Spanish names of
Jul 01, 2013

Develop with Web Standards

What It Is Do you remember the days when web pages had banners announcing that they were “best viewed with browser X”? Veteran web developers and designers certainly do, because they had to consider numerous exceptions for certain browsers and their versions. Today, building websites isn’t as challenging and that’s because developers are moving toward
Jun 30, 2013

Medicare.gov Mobile Website

The Centers for Medicare and Medicaid Services redesigned Medicare.gov as a new and improved responsive mobile website for their users (beneficiaries, caregivers and advocates). The users of the Medicare.gov can apply for Medicare services find health plans, doctors, hospitals and nursing homes review Medicare costs, claims, appeals and
Jun 27, 2013