It seems that everyone everywhere is tightening their belt these days – so when budgets become a sensitive subject, I often recall one of my favorite charts that I liked to trot out when I worked in the bureaucracy at the Department of Energy and was trying to get traction on ideas to change the way they did consumer information.
Continue reading “Going Paperless: Target the Waste”
Case Study: The Cumberland County Library Usability Project
When I took part in a panel discussion at the Pennsylvania Library Association conference I got to share what made things tick on one of my firm’s favorite projects: improving usability for the Cumberland County Library System (CCLS) website. I’m posting our slides and a written summary of the presentation because I think the outline represents all the elements that exist in a great usability engagement.
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All About Customer Satisfaction Surveys
When web managers are looking to get the “voice of the customer” as a metric for their sites, the issue of how to field a satisfaction survey often comes up. Satisfaction surveys — in combination with usability testing and web analytics as well as adherence in meeting your organization’s business goals – can offer some of the most valuable data out there if properly implemented.
But 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.