I've seen a lot of discussion about top tasks, and I think the guidance for top tasks frequently is terrible. If all we do for top tasks is study our current users, we're missing the boat. It seems a lot of the government representatives on this dialogue think SERVICES are the most important thing. Well, we have evidence (and you can argue with the methodology) that this may not be the case. Remember the Socrata Open ...more »
Government sites that allow feedback, comments, or connect to social media, need to have a clear plan for following up and addressing that feedback to effect change within the organization. Citizens take time to say what they need the government to do, and often it gets lost or not acted upon. This is about the ongoing conversation and listening to the public that government owes to its citizens.