By Pam Rood, Cloud Services Solution Manager
I frequently work with public agencies that are contending with the disruptions of the digital age. Most launched their first web sites over a decade ago,
initially as venues to supplement their call centers, direct mail, and other constituent contact activities.Now, with full reliance on the Internet, these
first-generation sites are increasingly difficult to maintain.
Moreover, there are growing inconsistencies between information delivered over the web, what call center representatives tell constituents, and what the
agencies publish in documents and communicate in email messages. Information specialists often spend a lot of their time on editorial tasks --
synchronizing content delivered across call center, web, and email -- and have few resources left to develop new information that addresses constituents’
Fortunately there is a better way – building a constituent-facing contact center, organized around a shared knowledge base. It’s essential to develop the
content once, manage it in a systematic fashion, and distribute it across the multiple channels for constituent communications.