If you’re interested in web metrics, pop over and complete the 3rd annual Australian Web Analytics survey at Bienalto‘s website. Respondents will receive a copy of the survey results, which should provide insights into how your organisation compares to others in their use and prioritisation of web analytics area. The 2006 and 2007 survey results…
The US government has recorded the second consecutive increase in satisfaction, to an average 73.5 percent in the latest E-Government Satisfaction Index, part of the broader American Customer Satisfaction Index (private sector website satisfaction is at 80 percent). As reported in CRM Buyer, 25 percent of sites achieved a rating over 80 percent. The feature…
In August I analysed traffic to our agency’s website in July 2008 using Hitwise’s data measurement service, comparing our share of web traffic against the total to Federal government websites, other government websites and the top websites visited by Australians. The results provided me with a view of how important government websites are in peoples’ online lives –…
Just as organisations are beginning to listen to the conversations about them on forums, in blogs and in online newspaper comments, Twitter has become a powerful and important mechanism for tracking US public opinion during the US Presidential election. In a custom-built application, Twitter has used its search and trending tools to build an updating…
Following from my post this morning on Telstra’s use of Twitter, Chris Brogan wrote an excellent piece last month on how organisations can use Twitter to better engage their customers titled, 50 Ideas on Using Twitter for Business. For me (as it was for Chris) the number one reason or idea for using this type…
My team keeps a close eye on what people search for in our intranet. It helps us identify patterns in staff behaviour and better support their needs. In browsing for other online information, I came across a case study from 2006 about a government agency which provides a similar picture of the value of paying…
The European Journal of ePractice has published an intriguing article by David Osimo exploring a new approach to benchmarking eGovernment provision in the Web 2.0 world. Moving away from measuring the number or complexity of government services made available online, David proposes that the transparency of public data should be considered as a flagship goal…
James Robertson of Step Two Designs has posted about a survey being conducted by Prescient Digital Media exploring intranet use and adoption plans for Web 2.0 technologies. To participate and receive a copy of the aggregate results (plus a chance to win a US$400 prize) complete the short (10 minute) survey.
One of my mantras in professional life is ‘you can’t manage what you don’t measure‘. Therefore it always worries me when I encounter organisations or individuals with a less than firm grasp on how to measure the success or failure of their online properties. Depending on the type of web property, different metrics are most…
I’m a big believer in asking customers what they want and regularly checking how satisfied they are with the services provided. Where this relates to our Agency’s intranet, our staff are my customers. In some ways this is a great group to have as customers They work in a controlled environment (using the same software…
This archive mirrors the original eGov AU blog — Craig’s professional commentary on AI, digital government and technology in public life, running since 2006.
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