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Posts Tagged ‘service’

Give great web

March 25, 2011 Leave a comment

Your web page is the front door to the public and to your customers. It’s the first thing that most people see. Your web pages creates impressions and brands your agency. I agree with Candi Harrison that we must strive to create a positive image and provide great customer service.

To create a powerful, positive brand as a caring, proactive customer oriented agency we must create government web pages that follow these rules:

1. Audience – specify your audience – in the first sentence if possible:
a. Citizens/Industry/Agencies/Contracting Officers/Attorneys/Industry can find . . .
b. If its unclear – use “Are you looking for . . . ?”

Boring pages start with xxx agency provides aaaa services to bbbb. Defining your audience puts your customers first – where they belong.

2. Task – identify the tasks someone can complete. Make easy for your users to register for an event, sign up for a newsletter, buy your products/services, contact you, or fill out a form. Easy means just that – a user unfamiliar with your page should be able to figure out who its for and what they can do on your page within ten seconds. Usability testing is available from GSA’s First Fridays. Also refer to usability.gov for guidelines your pages should follow.

3. Readability – your pages should be readable at the 8th grade level – use the SMOG index to check them. Do this now as all federal web pages will have to be written in Plain Language by Oct 2011.

4. Brevity – are your web pages concise? Short so users don’t have to scroll? Be considerate of your busy user’s time.

5. Current – are your web pages up to date? Check to be sure that announcements within news releases, publications, powerpoint presentations, speeches and/or blog posts are also included on your web pages. This is also an OMB requirement.

If your web pages meet all of the above – congratulations! If not, don’t worry about it – do something about it. Take steps to address these problems. Most web pages are constantly evolving. Call it continuous improvement, agile, six sigma, or whatever you like – but do keep working on your web pages to ensure that your customers get the very best that your agency and you can give.

And yes – federal web policies, best practices and guidelines – apply to all web pages including yours. Everyone appreciates an easy to read page. No one has ever read a web page that gave guidance on an important issue and thought – “Wow, I wish that was harder and more complicated.”

We all search for information, stumble upon pages and need to quickly decide if we are following the right information path. Help your customers, and help your agency make a better impression on how well it delivers great customer service.

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Working for GSA, National Capital Region (NCR)

April 30, 2007 Leave a comment

I work for GSA, General Service’s National Capital Region, located in Washington, DC. I work as a web content manager and editor for www.gsa.gov/ncr.

NCR hosts quite a few events, workshops and seminars – learn more about NCR events at www.gsa.gov/ncrnews. We try to help our clients learn about what we do, and how they can work with us, and what we can do for them.

GSA’s regional websites, at www.gsa.gov/regions, have to comply with a number of federal mandates and internal policies, just as any government websites are required to do.

If you have any comments about the websites listed above, I would be interested in listening.