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For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact centers evolve as technology has changed the way people communicate and access information. Snaider first joined the Federal Information Center in Sacramento in 1972. […]
Mobile apps meet real world needs. App development is not a homogenous process, however. Apple and Android devices are overwhelmingly dominant in device ownership and app development. So, we examined the Federal Mobile Apps Directory for iOS and Android offerings. We noticed a predominance of iOS applications: 170 apps were available on iOS, while only […]
Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic of bygone days? Nielsen Norman Group recently published two articles arguing for the continued use and usefulness […]
This story begins with a post about reverse mortgages, but don’t worry: we won’t go into the world of complex home loans. Rather, this is a story about how one federal agency is partnering with another to amplify its content and reach millions of people online—and why more agencies should do the same. Many federal […]
One of the most interesting trends forming at the start of 2015 is the rise of new digital publishers. Online entities from Facebook to GE are continuing their strong forays into the world of content production. This shift, especially among social media platforms such as Facebook, Linked In and Snapchat, could significantly alter the digital […]