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…
Telstra recently took up ‘tweeting’ as a channel for providing customer service. Discussed via their Nowwearetalking site, there’s been a lot of initial feedback on the approach taken. Telstra has also linked to some of the broader online commentary in their post. This step helps legitimise Twitter and microblogging as a customer service option for…
I am co-presenting the first presentation on Wednesday at the Ark Group’s Advancing Intranet Management in the Public Sector conference in Sydney. My colleague and I will be discussing how our agency’s intranet was used to support staff through the recent major reform of the Australian Child Support Scheme and the cultural shifts through the…
There are many different approaches to writing a blog post. The Lost Art of Blogging provides an example of one of the more effective in The Homeric way of blogging : storytelling. Humans respond strongly to stories and there is no reason why this technique should be less useful in official communications than in personal ones. After…
This is a useful presentation on different styles of blogging and how frequently they should be used. I am unsure how the author determined the appropriate frequency of different types of blog posts, however it does provide some ideas of approaches to content. | View | Upload your own
Following my security theme today, I’ve never seen much value in passwords as strong security measures – they need to be easy to remember for the user, and therefore rely on common letter and number patterns of relevance to the user, which inevitably become easier to break.People need to remember passwords for many different services….
Reflecting Forrester’s Groundswell report, Universal McCann has released a study detailing how the internet has turned all customers (citizens) into influencers. Titled INTERNET USERS, THE NEW INFLUENCERS – When did we start trusting strangers? (PDF), the study included around 17,000 internet users from 29 countries, finding that enmasse customers have moved from being passive consumers…
Technorati has released its report, State of the Blogosphere / 2008, providing a view on the growth and application of blogs as a medium. The report can be summed up in the statement “blogging is here to stay”. Notable to me in the report was that the fifth top topic and sixth most used tag…
Cost cutting is a fact of life across public and private sectors. At some point every few years (or every year in some cases) organisations decide that the most effective way to improve productivity or profits is to reduce expenditures. Intranets are a common target of cost cutting, either by delaying improvements to infrastructure, cancelling…
I’ve posted earlier about how the Holz and Hobson report picked up on one of my posts and decided to use it as the central topic of one of their radio shows. The show was held a little over a week ago, and I realised I’d not yet linked to it in eGovAU, so here…
This archive mirrors the original eGov AU blog — Craig’s professional commentary on AI, digital government and technology in public life, running since 2006.
'; loop.parentNode.insertBefore(w,loop); })();