News and Updates

Customer experience touches all of the work we do. From Web to mobile to contact centers and social media, we need to not only be aware of our customers’ experiences but also respond quickly and make changes that will enhance their experiences.

In last week’s column, I went back to a frequent theme of mine and discussed another method for helping to feed the content beast, which was learning when to say no to a new and potentially resource devouring digital channel or platform. However, we also need to take a look at six of the most

Recently, Forrester Research analyst Leah Buley wrote a blog post and report that reminded me of our “what’s the diff?” article on customer experience vs. user experience. In them, she describes the difference between customer experience professionals (CX) and user experience professionals (UX).

May is #WorldTradeMonth and each year the U.S. Trade and Development Agency celebrates the month by highlighting the partnerships it has with 39 state and local organizations that promote U.S. exports in their home states through an initiative called #MakingGlobalLocal. What that means is that those 39 organizations with social media accounts, especially Twitter, will

“The customer is king.” “The customer is always right.” Regardless of your feelings on these age-old customer service adages, the fact remains: we’re all serving someone. No matter what corner of the federal digital space you occupy, you are connecting with people, and the outcome of those connections matters. To recognize the importance of these

Spoiler Alert: Every year, billions of pounds of good food go to waste in the U.S. because Americans are not sure if the food is spoiled. The U.S. Department of Agriculture estimates that retailers and consumers waste 36 pounds of food per

Before coming to DC in late 2008, I lived in Louisville, Kentucky. Louisville is in the Ohio Valley Region, which meteorologists euphemistically call “weather-rich.” With spring came the beautiful flowers and the Kentucky Derby. Spring also brought flooding, tornadoes, severe thunderstorms, and windstorms. This is why I had several emergency weather radios that also doubled

Just a week after the ‘Mobilegeddon’ shift in Google search engine rankings to favor mobile-friendly sites, comScore released a research report citing that the U.S. had reached a new inflection point—there are now more mobile-only Internet users than desktop-only. What’s even

Thirteen years in digital is an eon, and on the eve of its 13th birthday, we at USA.gov found ourselves reckoning with a mid-life crisis. In the thirteen years since Firstgov.gov was launched (and ten years for FirstGov en Español), the sheer volume and sophistication

There is a quote that goes something like, “Just because we can do a thing, it does not follow that we must do a thing.” I attribute it to the President of the United Federation of Planets in Star Trek VI: The Undiscovered Country, partially because I am a geek, and secondly, the internet provided

Smartphones make up 75% of the mobile market—which makes mobile-friendliness a must for government agencies. With the recent update to Google’s search algorithm, or what some are calling Mobilegeddon, the case for building a mobile-friendly site becomes even stronger. For many government organizations, responsive Web design (RWD) has been the answer to their mobile question.

As a task creator with an ambitious agenda and limited resources, I’ve got a great deal of incentive to make the most use that I can of Open Opportunities. And indeed, Open Opportunities participants have made a concrete and positive difference in the operations of our office, the Advanced Manufacturing National Program Office, part of

Good customer service includes user-centered design. For one digital team at the Department of Veterans Affairs, creating a veterans-centered experience started with one word: explore. The ExploreVA website provides a single location for veterans and their families to research the benefits that they may be entitled to receive. Benefits include health care, education, employment, and

The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide the best answer. But that personal help frequently requires a team of highly skilled, dedicated people—a contact

Park websites on NPS.gov from A (Acadia) to Z (Zion) are now mobile-friendly. Visitors using phones and tablets to visit national park websites now have a user-friendly experience to enhance their virtual visits. Previously, visitors using mobile devices saw a smaller version of the website scaled to

DigitalGov University has added podcasts to our suite of offerings on DigitalGov, featuring interviews and discussions with leaders in the DigitalGov community. For the first edition, we talked to Diane Devera, “Voice of the IVR” for the USA.gov Contact Center.

The Pew Research Center just released a report on how Americans view open government data. The following findings were based on a November to December 2014 survey of 3,212 adults. Two-thirds of Americans use the Internet or an app to connect with the government. According to Pew, 37% use the Internet to connect with the

For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact centers evolve as technology has changed the way people communicate and access information. Snaider first joined the Federal Information Center in Sacramento in 1972.

Mobile apps meet real world needs. App development is not a homogenous process, however. Apple and Android devices are overwhelmingly dominant in device ownership and app development. So, we examined the Federal Mobile Apps Directory for iOS and Android offerings. We noticed a predominance

Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic of bygone days? Nielsen Norman Group recently published two articles arguing for the continued use and usefulness