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Last Updated: October, 2009
The Power of Story-telling(September, 2009)
Do not under-value Stories. unlike traditional “knowledge” conversations, telling a story seems to work as a way to engage people and bring them around to new thinking and creative ways of doing business...
All About Customer Satisfaction Surveys(August, 2009)
Measuring Satisfaction. People often make mistakes in deploying a satisfaction surveys for the first time – and the mistakes often repeat themselves for those who manage existing satisfaction survey programs. This is my summary of eight tips to consider if your organization is evaluating the way you measure satisfaction with your Web site....
Web Training Program Checklist(July, 2009)
How Well Does Your Web Training Program Measure-up? One factor that elevates a mature Web team from one that is less so is their commitment to a Web training program. Here I outline a checklist of 10 factors to help you benchmark your own program against best-in-class...
Nine Tribes of the Internet(June, 2009)
Get on the Same Wavelength as your Target. The nine tribes of the Internet - new research from the folks at PEW - helps Web managers forecast new patterns of connection and communication with their audiences...
Going Paperless(May, 2009)
Are you ready to go paperless? Save money by shifting publishing from offline to online. This article has case studies and success stories and ideas on how to launch an improvement plan...
The Need to Weed(April, 2009)
Transparency v. Information Overload. The need to weed the garden for the collective Web sites published by the public and private sector has never been greater....
Why Web Scorecards Rock(March, 2009)
Benchmark Yourself Against Best Practices. Your Web scorecard is a roadmap to help you identify where you need to tweak, where you need to overhaul and where you are doing well...
A Model Crisis Communications Plan for Web Mgrs (Feb, 2009)
Do you have a playbook for emergencies? Every Web manager should have policies and procedures for managing their site in an emergency. We get you started with some best practices...
Lessons Learned from the "Purple Tunnel of Doom"(Jan, 2009)
I Spent Much of Inauguration Day in a Tunnel. Here's what happened and what it taught me about crisis communications: what NOT to do....
How to Measure Leadership in Web Governance(Dec, 2008)
A cookbook for Web governance leadership. Essential ingredients for strong stewardship mixed together with a secret sauce of four proven communication systems...
Design Strategy Step-by-Step(Nov, 2008)
In Six Parts and Two Pages or Less A design strategy document tells the story of what your Web site will accomplish and why it matters. It makes for better communication, a historical record and traceability.
My 2008 Campaign Message Box for Obama-McCain (Oct, 2008)
The Closing Arguments for the Obama McCain Race. As the U.S. Presidential election turns into its final days, we examine the campaign message box that the candidates and surrogates are using to stay on the offense and turn their opponents to defense with the voters. We show you what messages are working and why.
Transition Agendas for the Next Administration(Sept, 2008)
Ideas Perk To Shake Up the Federal Web Space. Should the primary mission be to expose the date or publish Web sites? How many Web sites should exist and how do we eliminate duplication? What kind of government information should be put online to make government more transparent and free of corruption? My take...
80 Percent Only Lurk: the Impact on Web Publishing (Aug, 2008)
Gartner Examines "Generation viral". A new study by Gartner says 80 percent of only visitors only lurk and just three to 10 percent create content. So why are we stuck in the mud on user-generated content? Wouldn't a focus on distribution be more strategic?
Congress Online: a Cautionary Tale (July, 2008)
My Reax to the CMF Report on Communicating with Congress. what struck me as the most important part of the study was the classic disconnect between the reputation of Congress as a whole and the individual behavior of specific offices. The lessons here hold power for all large decentralized organizations hoping to up their game in Web technology.
12 Tips on Working with Bloggers (June, 2008)
A Playbook for the Blogosphere. As PR Operations are dedicating staff resources to blogger outreach, a new field of PR has emerged. But everyone is learning as they go, and a playbook doesn't yet exist. When a roomful of online activists – some blog producers and some blog consumers – traded their wisdom, a useful list of do’s and don’ts emerged.
The Road to Your Web Dream Team (May, 2008)
IT or Public Affairs? Neither! There is a third choice for where you place your Web team inside your org chart for maximum impact. We'll identify the obstacles in your way and share our ideas about carving up roles and responsibilities - so you can manage up and down with confidence.
A Dozen Steps to Better eMail Campaigns (April, 2008)
eMail is Not Dead. Lessons learned in the trenches of the 2008 political campaigns are instructive for all of us who want to learn how to write better eMail. Read a dozen rules to help any eMail campaign if you are sending eMail, as well as some tips on managing eMail from the receiving side...
Web Governance Defined (March, 2008)
What are your objectives? Instead of starting from the proposition that every Web site has unique objectives, why not start from the point of view that at their core every Web site has the SAME objectives? That’s where we propose you begin in your quest to evaluate the maturity of your organization’s Web governance...
Where is the Zone to Stay on Message?(February, 2008)
Think “message box”. The message game is played on a field where you turn your opponent’s strength into their weakness, and they try to turn their weaknesses into strengths. This wordplay of opposites is a message box at work, where some of the most memorable and sticky ideas come from...
Requirements Mashup: Use Crowd-Sourcing (January, 2008)
Prioritizing the to-do list is hard. One of the most frustrating parts of managing a large Web enterprise is coming up with a process to collect and prioritize ideas to fix bugs or make improvements. Ideas for improvements and bug fixes fly in from dozens of directions each day. In the language of Web 2.0, the data is “crowd sourced.” Some of these ideas are golden nuggets while others are less necessary, bad ideas altogether or something that would make sense only if the budget were unlimited. How do you decide?
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