Usability and Design

Commit to best practices

The main issue with government sites is that many of them are being run by people whose idea of the Web stopped growing around 2002. There are Web basics--testing with real users, formative user research, and advanced metrics and analytics programs--that everyone in the commercial sector is doing. The government needs to get with the program or risk total irrelevance. Another hint: ease off on Twitter and Facebook. You ...more »

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Policies and Principles

Establish Better, Universal Metrics

Establish metrics on web traffic, usage, and feedback that are cross-platform and easily gathered. (For example, although ForSee results are easily interpreted, they are not "easily gathered" as the survey is pricey.) Establish guidelines for what websites should track (visitors? views? return visitors? tweets? back links?) etc. and what "good" is in each of those metrics. Then report on these metrics within departments ...more »

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Beyond Websites (Mobile, Broadband...)

Create smooth cross-channel designs and analytics

Make it easy for users to access information regardless of which channel they use (web, chat, email, phone, smart phone apps, social media, etc.), and provide analytics that work across channels, keep track of what a user has already done, and find customized/personalized ways of providing excellence in customer service and presenting information.

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Content and Readability

Focus and Reward on Building Traffic and Audience

In a company, the web staff are focused and rewarded on building increasing web traffic, increasing email and social media subscribers, and increasing conversions (actions they want to take). Government web leaders aren't necessarily rewarded on these goals but on other items (whether senior leaders like it, does it look pretty, etc). I believe government web leaders should be focused and rewarded on how do I get ...more »

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