Best Practices & ResourcesHigh Standards That Work |
Research & Additional 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.
Reports
Leadership in Customer Service Report: Creating Shared Responsibility for Better Outcomes (across 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.
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.
2008 Industry Outlook: A look around the corner -- U.S. Federal & State Government Overview
February 2008 | Deloitte
Virtual Networks: An Opportunity for Government
Spring 2008 | Frank DiGiammarino and Lena Trudeau, The Public Manager, Vol. 37, No. 1
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
» View report (external site)
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.
» View report (external site)
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.
» View report (external site)
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.
» View report (external site)
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.
» View report (external site)
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.
» View report (external site)
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.
» Download PDF (276kb)
Related Resources & Websites
Social Media Subcouncil Wiki
GovLoop
CIO Council Best Practices Committee Documents
» External Site
CIO Council Interagency Privacy Committee
» External Site
MuniGov 2.0
MuniGov 2.0 is a coalition of federal/state/local/municipal and international governments focused on exploring the use and principles of Web 2.0 in an effort to improve citizen services and communication via technology.
Aberdeen Group
» External Site
Marketing Profs. Research