An online notebook
It was an absolute pleasure to talk with Neil Lawrence from Dorset Council about the research project he led, using Local Digital funding to find out what the user needs are that using a chatbot might meet. You can watch the video on YouTube. It turns out that if you want to know whether a chatbot is a good idea … Keep reading
It was an absolute pleasure to talk with Neil Lawrence from Dorset Council about the research project he led, using Local Digital funding to find out what the user needs are that using a chatbot might meet. You can watch the video on YouTube. It turns out that if you want to know whether a … Keep reading
I’m at Channel Shift Camp in Birmingham today, organised by my good friend Nick Hill. It’s an opportunity for people involved in customer services in the public sector to talk about ways of delivering services using new channels, such as online. The point for organisations is that online channels tend to be a lot cheaper … Keep reading
I’m loving Scott Berkun‘s The Year Without Pants – an account of the time he spent in startup land working with Automattic, the company behind WordPress.com. I’m going to do a full write up at some point, but some bits of the book are so good I can’t wait to share them. Here’s one. Every … Keep reading
Just a quick thought: could local authority customer service centres be sources of content for their social media channels? Most customer service departments in councils these days have CRMs of varying sophistication and they must be able to report on what the issues are that most people are calling about at any one time. Perhaps … Keep reading