Best Practices & Resources

Presentations

Using Testimonials Effectively: How Credibility Indicators Can Help (Or Hurt) Your Conversions

July 9, 2008 | Dr. Flint McGlaughlin, Director of MECLABS Group; Marketing Experiments.com

As testimonials become increasingly prevalent on Web pages, marketers need to know how to use them most effectively to help increase conversions.

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Reports

Leadership in Customer Service Report: Creating Shared Responsibility for Better Outcomes (cross industry)

2009 | Accenture

For the past nine years, Accenture has been conducting leadership research to help public service organizations around the world serve citizens better. Through our previous Leadership in Customer Service studies, we saw how governments took initial, tentative steps by publishing information online in the late 1990s. This report identifies a new imperative for governments to move beyond a focus on service transactions to develop a new kind of relationship with citizens. This relationship should foster deeper trust; improve relevance and transparency of government decision making; improve service design and delivery; and transform the relationship between public services and customers/citizens from one of dependency to one of shared responsibility.

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Governance Studies at Brookings: State and Federal Electronic Government in the United States, 2008

2008 | Darrel West, Brookings Institute

Although considerable progress has been made over the past decade, e-government has fallen short of its potential to transform public-sector operations. This report closes by suggesting how public officials can take maximum advantage of technology to improve government performance.

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2008 Industry Outlook: A look around the corner -- U.S. Federal & State Government Overview

February 2008 | Deloitte

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Virtual Networks: An Opportunity for Government

Spring 2008 | Frank DiGiammarino and Lena Trudeau, The Public Manager, Vol. 37, No. 1

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Mobile Access to Data and Information

March 5, 2008 | Pew internet Life Project | John Horrigan

62% of all Americans are part of a wireless, mobile population that participates in digital activities away from home or work. Not only are young people attuned to this kind of access, African Americans and English-speaking Latinos are more likely than white Americans to use non-voice data applications on their cell phones

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The Future of the Internet II

September 24. 2006 | Janna Anderson, Lee Rainie

A survey of internet leaders, activists, and analysts shows that a majority agree with predictions that by 2020: A low-cost global network will be thriving and creating new opportunities in a "flattening" world. Humans will remain in charge of technology, even as more activity is automated and "smart agents" proliferate.
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E-Gov & E-Policy

September 20, 2006 | John Horrigan, Pew Internet Life Report

On a typical day in August, 26 million Americans were using the internet for news or information about politics and the upcoming mid-term elections. That corresponds to 19% of adult internet users, or 13% of all Americans over the age of 18.
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Internet Penetration and Impact

April 26, 2006 | Mary Madden, Pew Internet Life Report

According to a Pew Internet Life Project report, a majority of Internet users consistenty report that the Internet helps them to do their job and improves the way they get information about health care. 73% of respondents (about 147 million adults) are Internet users, up from 66% (about 133 million adults) in the January 2005 survey.
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The Internet at School

August 2, 2005 | Lee Rainie, Paul Hitlin, Pew Internet Life Report

There has been a 45% increase since 2000 in the number of teenagers who use the Internet at school. The most recent Pew Internet Project survey finds that 87% of all youth between the ages of 12 and 17 use the internet. That translates into about 21 million people. Of those 21 million online teens, 78% (or about 16 million students) say they use the internet at school.
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Spyware: The Threat of Unwanted Software Programs is Changing the Way People Use the Internet

July 6, 2005 | Susannah Fox, Pew Internet Life Report

A new nationwide survey by the Pew Internet & American Life Project shows that tens of millions of Americans have had computer trouble in the past year that is consistent with problems caused by spyware and viruses. Fully 91% of internet users have changed the way they behave online as they try to avoid unwanted and invasive software.
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Internet: Mainstreaming of Online Life

January 2005 | Trends 2005, Pew Internet Life Report

According to the Pew Internet & American Life Project, fewer than one in seven Americans were online in 1995. Today, the majority of Americans are surfing the Web, exchanging e-mail, reading bank statements and ball scores, and checking the weather. Today, Pew says, two out of every three Americans spend time online. The World Wide Web has transformed the way people live, work and play.
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The Rise of E-Citizen

April 3, 2002 | Elena Larsen, Lee Rainie, Pew Internet Life Report

There has been substantial growth in the number using government Web sites. Overall, 60% of government Web site users say such sites had improved their interactions with at least one level of government. While many government site users focus on their personal needs in dealing online with government agencies, there is abundant evidence that a new “e-citizenship” is taking hold as tens of millions use government Web sites to research public policy issues, send comments to public officials about policy choices, gather information to help them decide how to cast their votes, and participate in online lobbying campaigns. The environment, education, and health care top the list of issues for these cyber-activists.
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