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Articles
Americans greatly increasing time spent online
June 26, 2009 | BizReport.com
On average, American adults are now spending just under 4 hours each day online; that is an 81% increase over 2006 numbers, according to a new report from The Media Audit. Researchers have found that the Internet now accounts for more than 30% of a 'media day' for adults in the US.
Mobile Phone More Important than PC for Young Women
June 25, 2009 | SRGNet.com
With over 80% of women using a wireless device and 17% now using a smartphone such as an iPhone, BlackBerry or models from HTC, Samsung, LG or similar, the mobile phone may increasingly be displacing the PC for women, especially in the 12-24 age group according to our recent Women and Digital Life study, which is based on in-depth interviews with 2,000 women aged 12 and older in the U.S.
How Much 2.0 Do You Know?
June 17, 2009 | Nextgov.com
This unscientific quiz touches on everything from microblogging to social bookmarking. See how much you know.
DOD warns against the dark side of social networking
June 18, 2009 | David F. Carr, Special to GCN.com
The pull of the online world is strong, but security must be maintained
10 Steps to Social Media Success
June 10, 2009 | destinationCRM.com
Faris Yakob (@faris on Twitter), chief technology officer and strategist with McCann Erickson, one of the country's oldest and largest advertising networks, confessed he's not a huge fan of the phrase "social media." It's a bit redundant, he said, since media itself is inherently social. He does, however, offer advice for its success.
"Web 2.0" Named One Millionth English Word
June 11, 2009 | eWeek
"'Web 2.0' is a technical term meaning the next generation of World Wide Web products and services," trumpeted a company press release. "It has crossed from technical jargon into far wider circulation in the last six months."
Needed: A Contact Center Makeover?
June 1, 2009 | Brendan Read, CIO Today
There is no reason why contact centers cannot become employers of choice, whether the workplaces are bricks-and-mortar sites or employees' homes. Working in a contact center can be a rewarding, satisfying occupation. The solution lies, like in hiring candidate agents, in getting their acts together and in putting their best feet forward.
» External Website 
Why Social Media Matters for Government
April 15, 2009 |Andy Blumenthal, nextgov.gov
In the past the Internet was a one-way information medium, but today the audience talks back. People react to what they see and read, and share information on a grass-roots level, en-masse. Blogs led the revolution, and now we have tweets, wikis, podcasts, social networking sites, as well as sharing of and commenting on photos, music, videos and more.
Top 10 Contact Center Goals
March 1, 2009 | Donna Fluss, destinationCRM.com
The contact center is part of a larger organization—and its goals must reflect that.
Use Social Media Effectively
February 27, 2009 | Michael Schneider (PC World), WashingtonPost.com
Here?s a do-it-yourself guide to manage your brand and get free marketing through social media.
Agencies test new waters in social media
February 19, 2009 | Elizabeth Newell, Govexec.com
» External Webside
What Your Business Can Learn From SEO Experts
February 18, 2009 | Jennifer Moline, bMighty.com
Your business has a Web site. Think that's enough? Hardly. Potential customers need to be able to find you, and that requires you to flex some search engine optimization skills. And because the world of SEO -- and the Internet, in general -- is constantly changing, it pays to learn how social networking is moving in on Google's territory.
Twitter Etiquette
February 10, 2009 | C.G. Lynch, CIO.com
Twitter beginners need to understand the rules of etiquette for the service. So before you stick a foot measuring 140-characters-or-less in your mouth, check out our advice on how to follow and un-follow, share politely, direct message appropriately, and more.
Best Practices for Webinar Marketing
Larry Chase's Search Engine for Marketers
Internet marketing firms have been advertising Webinars in my Web Digest For Marketers email newsletter for well over 10 years. Larry Chase provides his top tactics for getting the most out of your Webinar events.
Marketing Trends for 2009 "Customer satisfaction" and "customer retention" top the list for marketing
January 12, 2009 | Jessica Tsai, destinationCRM.com
"Customer satisfaction" and "customer retention" top the list for marketing executives.
Internet Protocol Contact Centers May Not Connect in ‘09 New research says IP had a ringing 2008, rising 37 percent, but that growth is likely to flatline this year.
January 12, 2009 | Christopher Musico , destinationCRM.com
New research says IP had a ringing 2008, rising 37 percent, but that growth is likely to flatline this year.
eGovernment - ICT Research: The Policy Perspective
European Commission,The ICT Information Desk office
This brochure has been produced for the Information Society Policy Link (ISPL) by the
ICT Results editorial service. ISPL is an important part of the Information Society and
Media Directorate-General’s goal to draw clear lines between policy, policy-making and
European research in the fi eld of information and communications technology (ICT).
Re:Tooling - Tech Solution: Web Self-Service, Business Problem
January 1, 2009 | Christopher Musico , destinationCRM.com
Business Problem: Customer service representatives are overburdened handling basic inquiries.
A Tweet in Foggy Bottom
December 24, 2008 | Colleen P. Graffy, WashingtonPost.com
"Tweets" are the lingua franca of Twitter, a social networking tool in which you "micro-share" (140 characters or fewer) a response to the question: What are you doing?
Federal Government Improves, But Still Trails Private Sector
December 23, 2008 | Jessica Tsai , destinationCRM.com
Any improvements in customer satisfaction given today's economy is noteworthy, but government could still use more votes.
Great State and Local Sites
August 27, 2008 | Joab Jackson Government Computer News
GCN selects some of the best state and local government Web sites
Play It Safe on the Interactive Web - Testing New Features, Sanitizing XML and Securing Development Can Help Reduce Risks from Web 2.0
September 29, 2008 | John Moore, Federal Computer Week
Experts cite user-generated content, ample use of Extensible Markup Language and the ability to quickly combine data from a range of sources as attributes of Web 2.0 that could pose security issues. Government and industry executives believe some aspects of Web 2.0 technology call for special handling and provide some guidelines on how to stay on the safe side.
Great .gov Websites
August 25, 2008 | Joab Jackson Government Computer News
These 10 sites show agencies putting the power of the Web to work
The Nine Pillars of Successful Web Teams
July 9, 2008 | Jesse James Garrett , AdaptivePath.com
The best teams I’ve encountered have one important thing in common: their team structure and processes cover a full range of distinct competencies necessary for success.
How a Marketing Firm Implemented an Enterprise Wiki
June 28, 2008 | C.G. Lynch, CIO.com
Neil Callahan, President of CoActive Digital, had a simple idea for implementing a wiki at his New York-based marketing firm. But moving towards a new tool like a wiki for collaboration, especially when people are so used to exchanging information over e-mail, can be just as big a cultural challenge as it is a technical one. E-mail has been the staple of communication for many firms for well more than a decade.
From Campaign 2.0 to Governing 2.0
June 26, 2008 | Katherine Q. Seelye, The New York Times
Much has been made this year of how the presidential candidates have expanded their use of the Internet, particularly for raising money, organizing supporters and sharing videos.
Army Knowledgement Management Principles
June 25, 2008 | U.S. Department of the Army
The Army Knowledge Management Principles transcend technology advancements, mission, policy or organizational changes. They embrace an enterprise focus. The principles are organizationally independent; that is, they apply to most enterprises.
Government in a Wiki World, Part 6
June 25, 2008 | J. Davidson Frame, NextGov.com Tech Insider
Government in a Wiki World, Part 5
June 16, 2008 | J. Davidson Frame, NextGov.com Tech Insider
Why Social Computing Aids Knowledge Management
June 13, 2008 | Michael Fitzgerald, CIO.com
Social networking tools promise to help companies harness the knowledge inside the heads of their employees and put it to work for the business. At the FAA, hurricanes and other disasters raise a fundamental and urgent knowledge management question: Who's available to get things up and running again?
Early Adopters' Secrets For Success With New Tech
June 13, 2008 | Stephanie Overby , CIO.com
CIOs from Virgin America, Vail Resorts, Genentech and The Dannon Company, all early adopters of new technologies, share their secrets for choosing which emerging tech is right for their companies and rolling it out successfully.
Five Lessons Learned from Web Publishing
June 9, 2008 | David Strom, BaselineMag.com
Here are a few key things to think about when it comes to Web site design and management in terms of search results, audience and growth.
Government in a Wiki World, Part 4
June 6, 2008 | J. Davidson Frame, NextGov.com Tech Insider
Government in a Wiki World, Part 3
May 28, 2008 | J. Davidson Frame, NextGov.com Tech Insider
A Search With Depth: Editor's Desk Commentary: USASearch.gov is Revolutionizing How Government Web Sites Serve the Public
May 27, 2008 | Wyatt Kash, Government Computer News
USASearch.gov is revolutionizing how government Web sites serve the public.
Web Users Getting More Ruthless
May 24, 2008 | BBC News
Instead of dawdling on websites many users want simply to reach a site quickly, complete a task and leave.
Better Web pages in sight: 2008 GCN Technology Leadership Award winner Sheila Campbell leads agency Webmasters toward better online services
May 19, 2008 | Government Computer News
Technology visionaries: 10 tech-savvy leaders who found innovative ways to put cutting-edge tools and techniques to work for government
May 19, 2008 | Government Computer News
10 tech-savvy leaders who found innovative ways to put cutting-edge tools and techniques to work for government
NAPA Launches Collaboration Web Site
May 9, 2008 | Anne Laurent, NextGov
Government in a Wiki World, Part 2
May 6, 2008 | J. Davidson Frame, NextGov.com Tech Insider
Government in a Wiki World, Part 1
May 5, 2008 | J. Davidson Frame, NextGov.com Tech Insider
Study: Governments Should Use Leading "Customer Experience" Practices to Improve
April 29, 2008 | Government Technology
Governments face growing pressure to improve the customer experience for citizens accessing public services.
Lines of Site: Web Analytics Software Can Help Improve How Agencies Interact With Their Users
April 14, 2008 | Edmund X. DeJesus, Government Computer News
External Website
Majority Uncomfortable with Websites Customizing Content Based Visitors Personal Profiles
April 10, 2008 | Forbes Online
A majority of U.S. adults are skeptical about the practice of websites using information about a person's online activity to customize website content. However, after being introduced to four potential recommendations for improving websites privacy and security polices, U.S. adults become somewhat more comfortable with the websites use of personal information.
Take a Closer Look at the Immigrant Tidal Wave
April 3, 2008 | Neil Peirce, Charlotte Observer
It's time to re-evaluate the tide of immigrants into the U.S. That's the short message of Twenty-First Century Gateways, a just-released Brookings Institution book focused on the numbers of immigrants and the remarkable geographic distribution of newcomers -- legal and illegal -- that the United States has been experiencing since 1990.
» View Article (external site)
New Survey Finds Gaps in U.S. Broadband
March 21, 2008 | News Report (govtech.com)
Sixty-five million Americans depend on broadband services for work, education, entertainment and communications. But too many other Americans have no access to broadband services, according to a new telecom industry survey.
GSA awards $2.5 billion contract for contact center services
March 18, 2008 | Government Executive
Nine Win GSA Call Center Deal
March 18, 2008 | Matthew Weigelt, Washington Technology
Customer Satisfaction Is Just the Beginning
March 13, 2008 | Christopher Musico
According to statistics from a newly published study, organizations are realizing that "customer satisfaction" means far more than just "happy customers."
Citizen CRM: Treating Taxpayers Like Customers, Part 2
March 13, 2008 | CRM Buyer By Pam Baker
Government agencies are catching on to the need for CRM and other technologies.
Citizen CRM: Treating Taxpayers Like Customers, Part 1
March 13, 2008 | CRM Buyer- By Pam Baker
Some government agencies are starting to see the light and work on providing customer service to taxpayers.
Online Community Best Practices
Communities Are A Powerful Tool, As Long As You Put Members' Needs First
February 13, 2008 | Jeremiah K. Owyang, with Josh Bernoff, Christine Spivey Overby, Scott Wright Michael D. Moore,
Dial 311
February 4, 2008 | Federal Computer Week - Heather B. Hayes
Basic 311 lines first appeared in the late 1990s, but easier integration with other applications and success stories such as Albuquerque’s have recently spurred municipalities to jump on the 311 bandwagon.
2008 Contact Center Challenges
February 2008 | Destination CRM.com
Before managers can tackle primary goals, obstacles must be overcome.
Metrics: Expanding Perspectives to Increase Effectiveness
February 2008 | ICMI - Tim Montgomery, The Service Level Group -from "Moving Metrics Into Action" White Paper
10 Search Engines You Don't Know About
January 31, 2008 | Laura Tiffany, BMighty.com
Baby Boom - There were 4.3 million babies born in the U.S. in 2006, the most since 1961. One quarter of those births were to Hispanic mothers
January 16, 2007 | NBC 7/39 News at 4:30 PM - KNSD-TV [News OnDemand]
New RightNow Federal Government Solution Helps Public Agencies Provide Excellent Constituent Experiences
April 10, 2007 | RightNow.com
» External Website
Six Agencies Win Performance Awards
December 4, 2007 | Alyssa Rosenberg , Government Executive
Feds turn to social networking Web sites
December 11, 2007 | Tim Kauffman, Federal Times
CDC and other agencies are increasingly turning to new media technologies to reach the public, spread their message and promote their programs.
Best Practices: 10 Tips to Online Community Success
August 22, 2007 | destinationCRM.com
