Campaign: Content and Readability

Create a federal website content strategy

I'm reading a lot of terrific ideas here, but they are all proposed TACTICS. Without a unifying content strategy, these tactics will inevitably be taken on as one-off efforts, which result in the same inconsistencies and redundancies that exist today. Over the years, we have all attempted to “fix” our content with visual rebrands, website redesigns, new CMS technology, rewrites, and other tactical approaches. None of ...more »

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65 votes
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Campaign: Policies and Principles

Establish a Customer Bill of Rights

I'd like to see the federal government - under the Customer Service Initiative - issue a "Customer Bill of Rights" or a "Promise to Customers" and use that as the core set of principles for improving websites, call centers, and other forms of service delivery. A good place to start is the 6 principles the Federal Web Managers Council laid out in its 2008 White Paper: Putting Citizens First - Transforming Online Government. ...more »

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30 votes
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Campaign: Services and Transactions

Create a culture of customer service

I've seen several ideas that relate to this, and many comments have mentioned it. So I thought I'd throw it in as a separate idea and see what folks have to say. I believe that many/most public servants want to serve customers well. I think many of us came to public service to do just this and were discouraged by past practices. The thing is: the internet really changed govt's relationship with its customers. The ...more »

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25 votes
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Campaign: Policies and Principles

Fix the Policy Mess

You've got: Legislative... Privacy Act Federal Records Act FISMA Federal Information Policy eGovernment Act Regulatory... OMB Circular A-130 NARA Circulars DHS Guidance (esp. on Privacy) Far too many GAO reports with bad conclusions ... (DHS IS NOT A MODEL FOR PRIVACY! Privacy Policies for every individual social media site in use by the agency? Are you kidding?) Implementing Guidance... OMB Memo M-03-18 OMB Memo M-03-22 ...more »

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21 votes
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Campaign: Accessibility

Enforce Accessible Purchasing Rules

Several threads have noted the need for tools that output accessible content. Agencies must find or create workable mechanisms to enforce existing rules for purchasing only accessible products.

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18 votes
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Campaign: Policies and Principles

Open Government Requires Open Communication Policies

Stop the top-down message control that prevents federal employees from freely joining online conversations. Create communications policies that encourage federal employees to comment on blogs, contribute to discussion forums, answer questions, and provide helpful information on non-government websites. Employees should freely share their knowledge and offer assistance wherever the need arises on the Internet, not just ...more »

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16 votes
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Campaign: Privacy and Security

Copyright the FAFSA trademark

I'm a financial aid officer at a small, Northeastern technical college that serves a primarily older, low-income population. Since a significant portion of our students aren't that computer literate, they don't realize they're getting cheated by bogus URL's, such as FAFSA.com, FAFSA.net, etc, which ask for credit card information, and charge upwards of $80, for the FREE Application for Federal Student Aid [FAFSA]. ...more »

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10 votes
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Campaign: Policies and Principles

Strong Web Management at the Agency Level

We can turn down some of the "noise" of so many websites by having empowered, professional web management at the agency level, within a communications or customer service office, who helps the whole agency to have a professional web presence. Divisions and offices should not have to build these competencies. Web strategy should be an agency function. Determinations about satellite sites should be made at that level.

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6 votes
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Campaign: Policies and Principles

Allow for more direct communications

It's disappointing how often federal agency employees participate in public forums as participants rather than experts. It limits the synthesis of ideas that can come from dialogue. I consistently point to a lack of engagement between the SunlightLabs google group, and the Data.gov team as an example. It's a travesty that the data.gov isn't directly connecting with this group of over 1000 developers interested in hacking ...more »

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5 votes
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Campaign: Accessibility

Accessibility Focused Dialogue-a-Thon

Greetings all and thanks very much for joining. Thanks especially for your interest in accessibility and universal design. Today’s topic is Universal Access and has to do with ensuring equal access by citizens with disabilities, those in low bandwidth situations, and those who may use older technologies or assistive devices to access federal web sites and applications. I am joined by Jared Smith and Jim Thatcher ...more »

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1 vote
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