http://xml.gov/stratml/drybridge/T10.xmlTop 10 Best Practices for Government WebsitesTop 10 Best Practices for Government WebsitesT10_03d870c3-9f60-4634-add0-a240b8bb0e3e[Good Government Websites]_fd92197c-4e3e-4f1e-b4c6-74f39b30edc4[To foster the usage of best practices for government websites.]_af7193ad-4238-4143-b474-9862def3ab40Website ComplianceMeet all laws, requirements, policies and directives for Federal public websites._9ce561ad-8ac4-4dde-9c2d-5f0167b1dd421* Federal laws and regulations - http://www.howto.gov/web-content/requirements-and-best-practices/laws-and-regulations * Requirements and best practices checklists - http://www.howto.gov/web-content/requirements-and-best-practices/checklists/long _6ac6a970-3100-11e1-b0ba-28257a64ea2aWeb GovernanceDocument and follow a web governance plan._940ab6f4-6f57-4ce2-a28e-e4e26cece04a2* Management and governance - http://www.howto.gov/web-content/governance * Governance self-assessment checklist - http://www.howto.gov/sites/default/files/documents/WebGovernance_SelfAssessment_Checklist.pdf * Outline for a Strategic Plan - http://www.howto.gov/web-content/governance/strategic-plan-outline [Available in StratML format at http://xml.gov/stratml/carmel/MSPWwStyle.xml]_6ac6b6c2-3100-11e1-b0ba-28257a64ea2aContent StrategyImplement a content strategy._92ac11c0-5329-4d51-9488-7296003a55e53* How to Manage Content - http://www.howto.gov/web-content/manage * Plainlanguage.gov - http://www.plainlanguage.gov/_6ac6b82a-3100-11e1-b0ba-28257a64ea2aTop TasksFocus on top tasks._db6fcc4b-2c51-481a-8d85-5ce5715b3c8c4Designing Task-Focused Websites - http://www.howto.gov/web-content/manage/focus-on-top-tasks _6ac6ba0a-3100-11e1-b0ba-28257a64ea2aCollaborationCollaborate across agencies and within your own agency to avoid duplication._3341ec3e-b1ef-471f-9f85-edea947a15735DuplicationDon't duplicate content_6ac6baf0-3100-11e1-b0ba-28257a64ea2a5.1Avoid duplicating or recreating content that already exists on your own or another federal public website. Always "link to the source" instead of reinventing the wheel. This is a best practice for managing your agency’s website.PortalsLink to appropriate portals_6ac6bb90-3100-11e1-b0ba-28257a64ea2a5.2Collaborate with other agencies to develop cross-agency websites (portals), to provide a single place for customers to find the total breadth of information and services available across government about a particular topic or audience group. This is a best practice for managing your agency’s website.User TestingRegularly conduct user testing with actual customers._9802b716-e2c9-4538-96fb-0b5a63fcc2016* Usability and design - http://www.howto.gov/web-content/usability * Usability.gov - http://www.usability.gov/_6ac6bc26-3100-11e1-b0ba-28257a64ea2aPerformance MetricsUse performance metrics (not opinion) to influence design and drive improvements._659c23b6-4811-4bbb-83cc-2263baf654987Web analytics and performance metrics - http://www.howto.gov/web-content/analytics_6ac6bcbc-3100-11e1-b0ba-28257a64ea2aSearchabilityMake sure that people can find your most important content using search._ed930019-0058-4126-8c6e-b02d588be72c8* What is Search Engine Optimization (SEO)? - http://www.howto.gov/tech-solutions/search/seo * Search Engine Basics - http://www.howto.gov/tech-solutions/search/basics_6ac6bd5c-3100-11e1-b0ba-28257a64ea2aCustomer DialogEngage your customers to create a two-way dialog._ae9409a4-c2b3-442f-9457-6def7862db459* How to Collect Customer Feedback - http://www.howto.gov/customer-service/how-to-collect-customer-feedback * Social Media and Web 2.0 in Government - http://www.howto.gov/social-media * Open Government and Citizen Engagement - http://www.howto.gov/web-content/requirements-and-best-practices/openPlanDefine your customer service goals_6ac6be2e-3100-11e1-b0ba-28257a64ea2a9.1GoalsDetermine why you are collecting feedback_6ac6bed8-3100-11e1-b0ba-28257a64ea2a9.1.1http://www.howto.gov/customer-service/collecting-feedback/specify-goalsBuy-InGet organizational buy-in_6ac6bf78-3100-11e1-b0ba-28257a64ea2a9.1.2http://www.howto.gov/customer-service/collecting-feedback/get-buy-inScopeOutline the scope of your survey_6ac6c02c-3100-11e1-b0ba-28257a64ea2a9.1.3http://www.howto.gov/customer-service/collecting-feedback/define-scopeFeedback OptionsLearn about common feedback options _6ac6c0d6-3100-11e1-b0ba-28257a64ea2a9.1.4http://www.howto.gov/customer-service/collecting-feedback/understand-optionsResearchDo research to learn from others _6ac6c180-3100-11e1-b0ba-28257a64ea2a9.1.5http://www.howto.gov/customer-service/collecting-feedback/researchLaws and RegulationsUnderstand relevant laws and regulations_6ac6c234-3100-11e1-b0ba-28257a64ea2a9.1.6http://www.howto.gov/customer-service/collecting-feedback/understand-laws-and-regulationsImplementUse the right feedback tool _6ac6c2e8-3100-11e1-b0ba-28257a64ea2a9.2* Online surveys - http://www.howto.gov/customer-service/collecting-feedback/online-surveys-fact-sheet * Post-transaction telephone surveys - http://www.howto.gov/customer-service/collecting-feedback/telephone-surveys-fact-sheet * Comment cards - http://www.howto.gov/customer-service/collecting-feedback/comment-cards-fact-sheet * Focus groups - http://www.howto.gov/customer-service/collecting-feedback/focus-group-fact-sheet * Website usability tests - http://www.howto.gov/customer-service/collecting-feedback/usability-testing-fact-sheet * Understand the basics of survey and question design - http://www.howto.gov/customer-service/collecting-feedback/basics-of-survey-and-question-designImproveTake action on your findings _6ac6c39c-3100-11e1-b0ba-28257a64ea2a9.3Follow up on customer feedback - Once you’ve collected feedback from your customers, the final step is to make changes based on this feedback. There are seven key steps to follow through on making improvements ...PrioritiesPrioritize improvements_6ac6c450-3100-11e1-b0ba-28257a64ea2a9.3.1The customer feedback you collect may highlight a number of areas that require change. Organize these from highest to lowest priority, so the most important issues can be addressed first. Consider urgency, importance to your agency’s mission and priorities, and customer preferences. Also realize that the things most important to your customers may be different than internal agency priorities—so agency priorities may need to adjust to better meet customer expectations.Performance PlanDevelop an action plan _6ac6c518-3100-11e1-b0ba-28257a64ea2a9.3.2Document your plan for making improvements. Include specific activities and the resources required, both human and material. Identify key stakeholders who will support making changes.Senior LeadershipRe-engage senior leadership_6ac6c5d6-3100-11e1-b0ba-28257a64ea2a9.3.3Their support is critical for success, keep senior leaders involved throughout the entire process.ActionAct quickly _6ac6c69e-3100-11e1-b0ba-28257a64ea2a9.3.4Keep people engaged by moving quickly and start making changes as soon as you can, before your organization loses momentum.Big and Small StepsConsider both small and big steps_6ac6c766-3100-11e1-b0ba-28257a64ea2a9.3.5Big changes can take time and may be difficult to implement, so consider taking smaller steps early on, or launch pilot programs prior to a larger-scale adoption.ReportingReport back to customers_6ac6c82e-3100-11e1-b0ba-28257a64ea2a9.3.6Let customers know that their voices have been heard, and that their feedback is driving improvements. This will encourage customers to remain engaged and continue to give you helpful feedback.Follow-Up FeedbackConsider follow-up feedback collections_6ac6c900-3100-11e1-b0ba-28257a64ea2a9.3.7Now that you know where the problems are, consider collecting additional customer feedback targeted to those areas most in need of improvement.Research and Best PracticesStay current with the latest research and best practices._ae0aac49-a435-4123-b0b3-3d1ab9f2580910Find a training class - http://www.howto.gov/training_6ac6c9d2-3100-11e1-b0ba-28257a64ea2a2011-12-27http://www.howto.gov/web-content/requirements-and-best-practices/top-10-best-practicesOwenAmburOwen.Ambur@verizon.net