All in Customer Communication

It’s no secret that mobile technologies are disrupting traditional IT management approaches. Industry analysts such as Gartner acknowledge this. But what’s the link between the public’s increasing use of mobile technologies and the governments agencies at all levels are making their programs — and their data — more open and accessible?

Better Org Charts Will Improve Government Agency Transparency and Accountability

Making sure that a meaningful org chart is available, precisely because it is a public statement about responsibility, might just be one of the simplest and most direct methods we have for promoting government program transparency and accountability.

On Attempting an Updated Definition of "Web 2.0"

I recently had an opportunity to provide an updated definition of “web 2.0” for a project I’m consulting on. The project, managed by the National Academy of Engineering (NAE), is called Changing the Conversation: From Research to Action. “Web 2.0” is one of those terms that just won’t die. Even as some have tried to invent and sell newer-sounding terms like “web 3.0,” there are still many for whom the underlying concepts of “web 2.0” and social media are new, unfamiliar, or ready to be revisited after an initial or limited exposure.
The “white paper” published by the Federal Web Managers Council in November of 2008, Putting Citizens First: Transforming Online Government. A White Paper Written for the 2008 – 2009 Presidential Transition Team, contains a series of common-sense recommendations that are clearly stated — and deceptive in their simplicity:

How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?

In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations: