Five ways to turn offline moments into digital opportunities

As we all know, the internet wasn’t always as ubiquitous as it is now. Although digital communications is often the most effective and efficient way to communicate with your audience, that doesn’t mean in-person interactions have any less value. On the contrary, meeting with citizens face-to-face or talking on the phone is actually another way… Read more »

Making the Best of the Worst Online Reviews

Online reviews aren’t just for your favorite restaurant or bed and breakfast anymore. They’re becoming a commonplace standard for any consumer-facing organization—including in the public sector. In our 3 Ways Peer-to-Peer Services Will Rock Government’s World blog post awhile back we touched on how Yelp, among other online review sites, is already being used to… 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 »