Measuring mission impact: one size does not fit all

The “One Size Fits All” method might work for Little League t-shirts, but when it comes to government communications, “One Size Fits All” is a real strikeout. It seems like a no-brainer to say that every organization should determine its own unique set of communications goals, delivery, and metrics, right? Surprisingly, however, this is one… Read more »


Are You Ready for HTML5 and CSS3 Web Development and Design Tools?

Chances are pretty good that you want to engage constituents more in the activities associated with your organization in order to fulfill your mission. One great way to do that is to offer the public a user-friendly website. But are you happy with your site, or do you feel that you could serve citizens better… Read more »


Tips for empowering customer service employees

Customer service is a core function of government, yet 60 percent of government executives describe citizens’ attitudes toward government as “frustrated,” according to a recent Government Business Council survey. One way to improve the reputation of your organization is to empower frontline employees so they can provide better customer service. Excellent customer service is a… Read more »


Need a New Look? 2013/2014 Website Trends That Matter

When you hear the word “trend,” your mind probably jumps instantly to fashion. Every spring and fall, designers pack the runways with models dressed in what is considered to be the latest and greatest in hair, makeup, and clothing. These trends set the tone for what will pop up in stores throughout the globe. However,… Read more »


Understanding your audience: The DOI’s communications cocktail

The U.S. Department of the Interior (DOI) Director of Digital Strategy, Tim Fullerton, knows a thing or two about making lemonade. When he took over the department’s digital communications in 2009, the DOI had no content management system for its website, no social media accounts, no video capabilities and no dedicated staff.  It was, in… Read more »


Who Knew? Round Tables Increase Collaboration & Sense of Belonging

Who knew? All we need to be more productive and to help foster creative collaboration amongst our fellow colleagues is…(insert drum roll here, please)…a round table. According to a recent study, “The Geometry of Persuasion: How Do Seating Layouts Influence Consumers,” conducted by UBC’s Sauder School of Business, participants were asked to sit at either… Read more »


Connecting the Dots: Cross-Promotion for Government on Social Media

Government communicators work to gain the public’s attention, spark conversations and drive community engagement to promote and improve the mission of their organization. The first step in getting citizens to sit up and take note is to provide services that are better, faster and more effective at meeting the public’s needs. Once your agency launches… Read more »


Seeing it in action: SBA Case Study

By this point you’ve read our posts about digital communication management, Beyond Email Lists and Delivering the Right Message in the Right Way, so you know some of the benefits and features of DCM. But you want to see what it all amounts to. What you’re saying, in other words, is “Show me the money!”… Read more »


Washington State Residents Now Get Real-Time Traffic Alerts

By Richard Fong, Technology Project Manager Moderate impact. Low impact. Collision. Cleared. If you travel on highways anywhere, wouldn’t it be nice to have these types of messages delivered to your email or phone so you could anticipate a change in your route and save time? With some cool technology, the Washington State Department of… Read more »


The Collaborative Economy: An Altimeter Group Research Report

A couple of weeks ago I attended a conference where the keynote speaker, Jeremiah Owyang from the Altimeter Group, presented his latest research report, “The Collaborative Economy.” The premise of the report is that social technologies have changed everything from communications to marketing to customer care, which has brought us to an era of consumers… Read more »