Government Customer Support Update
for December 2007

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Happy Holidays!

-- COMMUNITY NEWS --

GCSEA Nominations Closing
Nominations for the 2008 Government Customer Support Excellence Awards are due December 15th. See http://www.fedhelpdesk.osf.noaa.gov/eletters/GCSEA_Nominations.pdf.

Customer Service Conference
A free one day event for Federal contact centers will be held at the Reagan Center in Washington next Thursday, December 6th. If you're planning to attend, be sure to join me for the closing session! The conference link is in “Events” below.

GCS ‘08 Program
You can now watch our program evolve for Government Customer Support Conference 2008 next April at http://www.hthts.com/gcs.htm. If you’d like to lead a discussion group there, please send me a brief bio and topic proposal.

Lodging @ HDI
The Help Desk Institute has provided contacts for two hotels near their annual conference in Dallas next March which offer the published Federal lodging rate. Email me if you need this information.

Dinner Cruise April 28th
If you would potentially be interested in joining a Potomac River networking dinner cruise on Monday evening, April 28th, please let me know. This would coincide with the opening day of GCSC ’08 and would be open to all members of our community regardless of whether they attend the conference.


-- INFORMATION --

Focus Groups
-- http://www.speechtechmag.com/Articles/Column~The-View-from-AVIOS

Web Customer Service
-- http://www.informationweek.com/story/showArticle.jhtml?articleID=204201055

Speech Analytics
-- http://callminer.com/files/Speech%20Analytics%20Is%20Not%20A%20Luxury-Research%20Report.pdf

Rural Sourcing
-- http://www.computerworld.com/action/article.do


-- RESOURCES --

Mobile Usability
-- http://www.usemegov.org/index.php

Mobile Phone Impacts
-- http://polsc.anu.edu.au/staff/wajcman/pubs/Report_on_Mobiles_and_Work_Life_Balance_June_07.pdf


eGov
-- http://www.gsa.gov/gsa/cm_attachments/GSA_DOCUMENT/USA_Services_Newsletter_Fall-07_R2-vA11_0Z5RDZ-i34K-pR.pdf

Broadband
-- http://www.oecd.org/document/54/0,3343,en_2649_33703_38690102_1_1_1_1,00.html

Digital Interoperability
-- http://cyber.law.harvard.edu/interop/pdfs/interop-breaking-barriers.pdf

Text Mining
-- http://www.nactem.ac.uk/services.php

Generations in the Workplace
-- http://www.opm.gov/ses/pdf/GettingXintoSES.pdf
-- http://www.govexec.com/story_page.cfm?articleid=38594&dcn=e_gvet

Pandemic Planning
-- http://www.nascio.org/publications/documents/NASCIO-PandemicPlanning.pdf

Telework
-- http://www.govexec.com/story_page.cfm?articleid=38488&dcn=e_gvet

Managing IT Security Risk
-- http://csrc.nist.gov/publications/drafts/800-39/SP-800-39-ipd.pdf


-- OPPORTUNITIES --

Experienced Help Desk Program Manager
Closes November 14.
Available in the DC area -- email me to get in touch.

Data Base Administrator Opening
Experienced person available in the DC area. Email me to get in touch.
-- http://www.sgcity.org/hr/sgdetails.php?ID=652


-- WEBINARS --

Communications for Continuity
December 4
-- https://event.on24.com/eventRegistration/EventLobbyServlet

Identity & Access Management
December 11
-- https://event.on24.com/eventRegistration/EventLobbyServlet

Host Our Tour
The call is open for a customer support center in the DC area to host some of our GCSC ’08 attendees for a briefing and tour on Wednesday afternoon, April 30, 2008 following the conference. Group size and duration will be set by the host. It’s a great opportunity to gain external perspective and visibility while helping others benchmark. Preference will be given to sites accessible via public transportation.


-- EVENTS --

Social Media for Government
Washington, December 3-6
-- http://www.aliconferences.com/conf/social_media_govt1207/index.htm

Government Customer Service
Washington, December 6
-- http://www.digitalgovernment.com/Seminars/Government_Customer_Service

CRM Beyond the Hype
Dallas, December 6-7
-- http://www.pti.org/index.php/ptiee1/more/259

Continuity of Operations
Washington, December 6-7
-- http://www.potomacforum.org/?view=213

Call Center Summit
Coral Gables, January 28-31
-- http://www.iqpcevents.com/ShowEvent.aspx?id=41764&details=41792


-- GOOD READING --

Transparent Government
http://www.fcw.com/print/13_39/comment/150666-1.html


-- PARTING THOUGHT --

"If a consumer screams in the forest will an executive hear it?"
-- Richard Feinberg




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