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Federal Contact Center Event
I'll be presenting the closing session of a free conference for Federal contact centers at the Reagan
Center in Washington on December 6th. I hope you can join me! The conference link is in "Events" below.
GCSEA ’08 Nominations
Nominations for this year’s Government Customer Support Excellence Awards are due December 15th. See
hhttp://www.fedhelpdesk.osf.noaa.gov/eletters/GCSEA_Nominations.pdf.
Signature Wrap
It was great to see friends from IRS, GSA, Smithsonian, Pinellas County, State of Washington, and
other agencies at this year’s Signature Conference in Phoenix. If you have ideas to share for next
fall’s tenth anniversary program, please do so soon -- planning is already underway!
Blog Snags
-- http://www.computerworld.com/action/article.do
ePermits
-- http://www.govtech.com/pcio/articles/145057
Chat Assistant
-- http://www.epractice.eu/cases/2045
Channel Integration
-- http://www.speechtechmag.com/Articles/ReadArticle.aspx
IP 911
-- http://www.washingtontechnology.com/online/1_1/31582-1.html
FDSys
-- http://www.govexec.com/story_page.cfm
Fast Rural Internet
-- http://www.govtech.com/dc/articles/155624
Searchability
-- http://www.govtech.com/gt/articles/133814
Public Survey Guidance
-- http://www.whitehouse.gov/omb/inforeg/pmc_survey_guidance_2006.pdf
eGov
-- http://www.opencrs.com/rpts/RL34104_20070723.pdf
-- http://www.ccegov.eu/?Page=ThinkPapers
IP Contact Center
-- http://www.amcat.com/pubs/IPPocketGuide_US_1.pdf
Securing Web Servers
-- http://csrc.nist.gov/publications/nistpubs/800-44-ver2/SP800-44v2.pdf
GovITwiki
-- http://www.GovITwiki.com
Ethics
-- http://www.actgov.org/actiac/documents/pdfs/070510EthicsGuide.pdf
Presenter Call: Politics & Information Systems
Closes November 14.
-- http://www.socioinfocyber.org/imsci2008/Website/callForPapers.asp?vc=4
Help Desk Program Manager
Experienced person available in the DC area. Email me to get in touch.
Outstanding IT Leader Awards
Closes November 16.
-- http://public.cxo.com/awards/otw_2008_application.html
Services Summit
Las Vegas, November 5-7
-- http://www.servicestrategies.com/index.cfm/fuseaction/news.detail/newsid/158/RFA/home.home
Streaming Media
San Jose, November 6-8
-- http://www.streamingmedia.com/west
Knowledge Management
San Jose, November 6-8
-- http://www.kmworld-intranets.com
IT Infrastructure
Las Vegas, November 6-9
-- http://www.itimassociation.com/itim2007
Lean Six Sigma
Washington, November 8-9
-- http://www.potomacforum.org/?view=209
Incoming Call Management
Orlando, November 12-14
-- http://www.iccmsummit.com/iccmsummit/v42/index.cvn
cc:eGov
Brussels, November 19
-- E-Mail info@ccegov.eu
Information Sharing
DC Area, November 27
-- http://www.homelanddefensejournal.com/hdl/information-sharing-strategies-oct07.htm
Privacy Challenges in Government
Washington, November 27
-- http://www.potomacforum.org/?view=211
eGov
New Delhi, November 29-30
-- http://www.egovworld.org
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
CRM Beyond the Hype
Dallas, December 6-7
-- http://www.pti.org/index.php/ptiee1/more/259
Citizen v. Customer
http://www.ccegov.eu/Downloads/Paper_5_Citizens_and_Customers.pdf
Situational Awareness
http://www.cio.com/article/print/144450
Enterprise Architecture Principles
http://www.cio.gov/documents/Architecture_Principles_US_Govt_8-2007.pdf
"It’s always harder to maintain a relationship than to engage in a transaction, which is why service
businesses are always tougher than product businesses."
-- Bernard Golden
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