E-Government
Eliminating bad complexityFebruary 15, 2010: Good complexity leads to greater convenience, choice and options. Bad complexity leads to frustration, wasted time and wasted money. More
July 07, 2008: Because of the Web we are putting less and less trust in experts and organizations and more and more in people like us-our peers. More
What is the role of government on the Web? Part 3 of 3
June 23, 2008: Shouldn't there be a law against having politicians' pictures on websites, particularly on homepages? More
What is the role of government on the Web? Part 2 of 3
June 16, 2008: E-government is not about technology. It is about saving time and making life easier and more efficient for citizens and business. More
What is the role of government on the Web? Part 1 of 3
June 09, 2008: Web government is about helping citizens and businesses make easier, faster, better-informed decisions. More
Great websites do, not say
January 14, 2008: Never tell people what you're going to do for them on the Web. Just let them do what they came to do as quickly and simply as possible. More
Government website survey: from organization-centric to citizen-centric
October 22, 2007: Government websites are organization-centric, complicated and confusing, according to a survey of government web professionals in the United States, New Zealand and Canada. More
Government websites must focus
October 15, 2007: Government websites must specialise and deliver better services to specific audiences, not try to be everything to everybody. More
Local government: local tasks made easy
October 08, 2007: The best thing governments can do on the Web is get out of the way. Save the citizen time by making basic government tasks fast and easy. More
What egovernment is all about
December 12, 2005: E-government is about making citizens' lives easier and more convenient. There is no greater service a civil servant can deliver than to save the time of a citizen. More
Ryanair success has strong web lessons
November 11, 2005: Despite record fuel prices, Ryanair makes record profits. Its no-frills website has helped this no-frills airline achieve such phenomenal success. More
Crisis management: your website can help
September 26, 2005: A website can be a valuable source of information during a time of crisis. Using your website should become part of your crisis planning. More
Proving to senior management your website delivers value
September 12, 2005: It’s time for public websites and intranets to show clearly how they are delivering value. The first step in doing this is to understand how senior management thinks about value. More
Have you got too many websites?
July 25, 2005: Too many websites are nearly always a bad idea. Getting your customer to remember one web address is more than enough of a challenge. More
Your website needs a call to action
May 16, 2005: The Web is task focused. The best websites get to the point. They ruthlessly eliminate waffle and happy talk. They focus on helping people complete key tasks as quickly as possible. More
E-Government: No website is better than a bad one
October 18, 2004: Not publishing is much better than publishing poor quality content. Most people come to websites to carry out tasks. Quality content will help them complete these tasks quickly and efficiently. Poor quality content hinders task completion, and frustrates and annoys people. More
Renewing my driving license online: a Kafkaesque experience: Part 2
October 11, 2004: Action is what matters on the Web. Someone comes to your website in order to do something. The only measure of success that counts is whether they have been able to do what they came to your website to do. More
Renewing my driving license online in 50 tortuous steps
October 04, 2004: The best websites make our lives easier, while the worst ones make our lives more difficult. After trying to renew my driving license online, I was stunned by how awful some websites still are. Much of the Web is a quagmire of appalling design and even worse management. More
Less is more for government websites
September 13, 2004: Many governments have so far approached the Web with a rather crude strategy of getting every service online. This has resulted in a proliferation of often poor quality websites. The strategy should be to identify the most appropriate government services for the Web and to do them really well. More
Not everyone is worth supporting
August 02, 2004: Support costs money. Some customers are worth supporting because they are, or have the capacity to be, profitable. Some customers are not worth supporting because the cost of supporting them is greater than the profit that can be made from them. Differentiating between profitable and unprofitable customers is a critical skill. More
How much human support does your website need?
April 26, 2004: A website should be measured based on the value it creates. What results do you want to get from your website? A 100 percent self-service website may simply not deliver the results you need. The right mix of self service and human support may in fact deliver the best value. More
