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February 2, 2011
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8:00 pm
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thomkearney:
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Welcome to our inaugural #GovChat I am your moderator @thomkearney. Thanks for joining us this evening! |
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8:00 pm
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thomkearney:
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Our goal at #GovChat is to stimulate conversations with thought leaders on how we can work together to make governments better. |
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8:00 pm
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thomkearney:
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As we add them, the schedule for future chats and transcripts will be available for you at http://www.psleader.org/govchat/ #govchat |
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8:01 pm
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thomkearney:
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I am here with @PS_leader aka @JeffAshcroft and our special guest Wendi Brick @TheCSAedge #GovChat |
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8:01 pm
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PS_leader:
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RT @thomkearney: Welcome to our inaugural #GovChat I am your moderator @thomkearney. Thanks for joining us this evening! |
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8:01 pm
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PS_leader:
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RT @thomkearney: Our goal at #GovChat is to stimulate conversations with thought leaders on how we can work together to make governments better. |
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8:01 pm
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thomkearney:
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Wendi is the author of The Science of Service: Six Essential
Elements for Creating a Culture of Service in the Public Sector #govchat |
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8:02 pm
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thomkearney:
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Not surprisingly, our topic this evening will be How to Create a Culture of Service in the Public Sector. #govchat |
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8:02 pm
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thomkearney:
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To chat, simply use the hashtag #GovChat to be included in #GovChat transcript! You can also follow the chat at http://wthashtag.com/govchat |
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8:03 pm
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theCSAedge:
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Hi all, happy to be here!
#govchat |
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8:04 pm
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thomkearney:
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Wendi started her career working for the County of San Diego as a student intern after college #GovChat |
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8:04 pm
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thomkearney:
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The County of San Diego County has a population of about 3 million. #GovChat |
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8:04 pm
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spydergrrl:
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RT @thomkearney: To chat, simply use the hashtag #GovChat to be included in #GovChat transcript! Follow chat at http://wthashtag.com/govchat |
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8:04 pm
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thomkearney:
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After 9 years on the front line, she was appointed Customer Service Manager for the County of San Diego, #GovChat |
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8:04 pm
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PS_leader:
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RT @theCSAedge: Hi all, happy to be here!
#govchat |
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8:04 pm
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thomkearney:
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In 2006 she became the Director of Customer Service for the City of San Diego #GovChat |
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8:05 pm
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thomkearney:
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After 20 years in the public sector she struck out on her own and started http://www.thecsaedge.com/ #GovChat |
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8:05 pm
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thomkearney:
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And of course in December her first book The Science of Service was released and you can see an excerpt here http://bit.ly/ibC7MJ #govchat |
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8:05 pm
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thomkearney:
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So please join me in welcoming Wendi Brick @TheCSAedge as our inaugural #GovChat SPECIAL guest. Cheers! |
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8:05 pm
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LeadershipAgent:
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RT @spydergrrl: 8:00EST Customer Service in Public Service is not an Oxymoron @PS_leader #GovChat with @ThomKearney & Wendi Brick http://bit.ly/GovChat |
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8:08 pm
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thomkearney:
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To get things rolling & the conversation started I have a few questions for Wendi on tonite 's topic! #GovChat |
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8:09 pm
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thomkearney:
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And of course, tweetchats are meant to be interactive, so feel free to intersperse your ideas & opinions on our topic #GovChat |
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8:09 pm
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LeadershipAgent:
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RT @thomkearney: So please join me in welcoming Wendi Brick @TheCSAedge as our inaugural #GovChat SPECIAL guest. Cheers! |
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8:09 pm
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ampli2de:
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Hello #govchat, the book excerpt link doesn't seem functional from here :O) |
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8:09 pm
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thomkearney:
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OK, first question for you Wendi, can you please tell us why you decided to write this book? #GovChat |
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8:10 pm
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theCSAedge:
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After 13 years implementing these techniques as a government employee, I wanted to share them with other agencies #GovChat #govchat |
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8:10 pm
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theCSAedge:
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This book is intended to be a blue print and resource for any person or organization that provides services to the public #GovChat #govchat |
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8:10 pm
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theCSAedge:
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It 's different from other books on customer service because it focuses on government, and what will really work #GovChat #govchat |
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8:11 pm
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theCSAedge:
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It has practical solutions written by a former government employee &includes helpful tips and techniques for success #GovChat #govchat |
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8:12 pm
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LeadershipAgent:
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RT @theCSAedge: Hi all, happy to be here!
#govchat |
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8:13 pm
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theCSAedge:
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@thomkearney http://www.thecsaedge.com/documents/ScienceofService_Excerpt.pdf #govchat |
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8:13 pm
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thomkearney:
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Please tell us a little about the theme of the book and what impact you hope it will have #GovChat |
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8:13 pm
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theCSAedge:
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The theme is that we are the change we want to see in the world #GovChat #govchat |
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8:14 pm
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theCSAedge:
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If you believe deeply about being a public servant, you believe the noblest motive is the public good. #GovChat #govchat |
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8:14 pm
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theCSAedge:
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How is it in the best interest of the public that government agencies are often indifferent, confusing, and slow? #GovChat #govchat |
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8:14 pm
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theCSAedge:
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Don 't leave the impressions you and your organization make on people to chance. #GovChat #govchat |
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8:14 pm
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theCSAedge:
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It 's not good enough to hire someone and say Be good at customer service! #GovChat #govchat |
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8:15 pm
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theCSAedge:
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Everyone uses their own filters and thinks great service is a little different. #GovChat #govchat |
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8:15 pm
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theCSAedge:
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Everyone 's a snowflake including our customers.#govchat
#govchat |
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8:15 pm
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theCSAedge:
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You can create a system in which your customers receive world-class service regardless of who is providing it. #GovChat #govchat |
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8:15 pm
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theCSAedge:
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Someday I want to be a party and when I say I 'm a public servant, people say #GovChat #govchat |
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8:16 pm
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theCSAedge:
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WOW! the government has such a great reputation for caring, knowledgeable and fast service, I want to work there too! #GovChat #govchat |
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8:16 pm
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theCSAedge:
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That's when we know we've succeeded. #GovChat #govchat |
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8:17 pm
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thomkearney:
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If you had to pull a few of your key messages from the book what would they be? #GovChat |
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8:17 pm
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spydergrrl:
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Sounds almost like a hospitality approach to public service. Customer
first, empowering staff to own problems and their solutions? #govchat |
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8:17 pm
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PS_leader:
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RT @LeadershipAgent @theCSAedge .. And what does it take to really work? What kind of leadership? (Just added #GovChat ) =) |
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8:18 pm
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theCSAedge:
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"Give me a lever and a place to stand, I can move the world." The lever is you. #GovChat #govchat |
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8:18 pm
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theCSAedge:
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Second : Service is a science. There are tried and true systems that work. Six Essential Elements to be exact. #GovChat #govchat |
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8:18 pm
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theCSAedge:
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Third - Treat your employees as your first customers, and your employees will take care of your customers #GovChat #govchat |
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8:19 pm
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mjmclean:
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Curious on views of web service as extension of in-person customer service #GovChat |
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8:19 pm
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thomkearney:
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What do Public Service folks need to do to ensure the public does not
think Customer Service in the Public Service is an oxymoron? #govchat |
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8:19 pm
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mirgray:
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How do we give people room to bend a room if it leads to a delighted citizen in a rules bound environment? #GovChat |
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8:20 pm
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LeadershipAgent:
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@theCSAedge hiring talented, commited and engaged folks is key, grounded on rock solid values #govchat |
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8:20 pm
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theCSAedge:
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@spydergrrl the Six Essential Elements were a distillation of all great service providers. #govchat
#govchat |
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8:21 pm
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theCSAedge:
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@spydergrrl the Elements should be the same across industry types. Applied differently in govt #govchat #govchat |
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8:21 pm
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LeadershipAgent:
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@theCSAedge ... what would be best incentives for managers and teams to outperform? How can we innovate? #govchat |
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8:21 pm
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johnverdon:
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#GovChat do you think that while leadership is important, depending on leadership is vulnerability to the whims of personality? |
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8:23 pm
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theCSAedge:
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@mjmclean A different mode - we have lots. special applications for web #govchat
#govchat |
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8:23 pm
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MotternGirl:
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RT @theCSAedge: Give me a lever and a place to stand, I can move the world. The lever is you. #GovChat #govchat |
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8:23 pm
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LeadershipAgent:
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@theCSAedge couldn't agree more ! Then how can we use social media to build a new public service? #govchat |
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8:23 pm
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DeborahOMalley:
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@theCSAedge What is the biggest mentality shift need to achieve this service-oriented approach? #govchat |
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8:23 pm
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theCSAedge:
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@mjmclean a lttle different for phone v. web v. in person v. in writing, etc. Ways to make each customer-focused #govchat
#govchat |
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8:24 pm
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LeadershipAgent:
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@theCSAedge ... Employees are your best 'brand' pmbassadors... Support them as your social media stars ! #govchat |
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8:24 pm
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theCSAedge:
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@DeborahOMalley @theCSAedge not us and them. We are them. Put employees in position of customers. #govchat #govchat |
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8:25 pm
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spydergrrl:
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@theCSAedge makes sense to apply elements differently, as long as not too differently. Empowerment is empowerment wherever you are. #govchat |
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8:25 pm
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johnverdon:
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#GovChat when we call for engagement but keep within a frame of management/leadership - doesn't that reduce back to command structure? |
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8:25 pm
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MotternGirl:
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Ha! "@theCSAedge: WOW! the gov't has such a great reputation for caring, knowledgeable, fast service? I want to work there too! #govchat" |
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8:25 pm
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theCSAedge:
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@johnverdon that's what we are trying to eliminate with Essential Element 1 - Written expectations. #govchat
#govchat |
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8:26 pm
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theCSAedge:
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@LeadershipAgent @theCSAedge absolutely - hire for attitude, train for technical skill #govchat #govchat |
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8:27 pm
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johnverdon:
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#GovChat if we want to encourage engagement don't we need a better frame for the 'responsible autonomy' that real engagement entails? |
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8:28 pm
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spydergrrl:
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RT @johnverdon: #GovChat if we want to encourage engagement don't we need a better frame for the 'responsible autonomy' that real engagement entails? |
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8:29 pm
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johnverdon:
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#GovChat
engagement for empowerment, means responsible autonomy which may entail
a 'governance' frame (rules/values) rather than management |
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8:29 pm
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LeadershipAgent:
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@theCSAedge interesting... What 'bout cultural differences? #govchat |
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8:29 pm
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theCSAedge:
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@thomkearney What is your reputation made of? Every individual impression you make. #GovChat #govchat |
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8:30 pm
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theCSAedge:
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My goal is that when people see or read a negative story about your organization, they don't agree. #GovChat #govchat |
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8:30 pm
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theCSAedge:
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They think I worked with them last week and they were great. #GovChat #govchat |
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8:30 pm
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theCSAedge:
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That's how we change the reputation of government one person at a time. #GovChat #govchat |
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8:30 pm
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BibliophileCAN:
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RT @theCSAedge: @thomkearney http://www.thecsaedge.com/documents/ScienceofService_Excerpt.pdf #govchat |
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8:31 pm
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LeadershipAgent:
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@theCSAedge @mjmclean #govchat examples? Best practices? |
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8:31 pm
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johnverdon:
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#GovChat
Snowden - we know more than we can say & say more than we can write
Recent Gartner research 25% of current work is non-routine |
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8:32 pm
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spydergrrl:
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Luvit!! RT @theCSAedge: My goal is that when people see or read a negative story about your organization, they don't agree. #govchat |
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8:32 pm
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thomkearney:
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What role do you think social media will play in changing these
attitudes and improving customer service in the public service? #GovChat |
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8:33 pm
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theCSAedge:
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@spydergrrl @theCSAedge absolutely ! A little finesse goes a long way #govchat |
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8:33 pm
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theCSAedge:
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@johnverdon I think it depends on your internal culture. Every agency I work with has a different "flavor" #govchat #govchat |
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8:33 pm
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johnverdon:
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#GovChat by 2015 40% of work is non-routine - how much are we able to write out expectations and for what time period -shelf-life? |
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8:34 pm
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PS_leader:
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@spydergrrl Hmmm... especially relevant when you think about social media listening and customer service strategies n'est pas! #GovChat |
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8:34 pm
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theCSAedge:
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@spydergrrl @theCSAedge Absolutely - It just requires finesse and balance to get it right in new situations #govchat #govchat |
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8:35 pm
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theCSAedge:
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@johnverdon expectations such as "greet people when they walk in" won't change. #govchat
#govchat |
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8:36 pm
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theCSAedge:
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@johnverdon basic expectations for making a good impression will stay the same #govchat #govchat |
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8:36 pm
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LeadershipAgent:
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@theCSAedge and @tedcoine together... #custserv ideas... Would be interesting to see what would come out of that ! #govchat @thomkearney |
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8:36 pm
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theCSAedge:
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@johnverdon they are based on human interaction and communications skills - very basic #govchat #govchat |
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8:36 pm
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thomkearney:
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@johnverdon there is a challenge there in creating a "safe" level of autonomy for service folks. #GovChat |
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8:37 pm
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spydergrrl:
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@PS_leader Absolutely. In #SM, Tweets often become truth no matter if unfounded. Need ur community ready to back up ur org. #govchat |
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8:37 pm
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theCSAedge:
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@LeadershipAgent @theCSAedge basic communications, like a smile, are the same. But #govchat #govchat |
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8:38 pm
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TrendsOttawa:
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#govchat is now trending in #Ottawa http://trendsmap.com/ca/ottawa |
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8:38 pm
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theCSAedge:
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@LeadershipAgent @theCSAedge it's very important to train on cultural sensititivites - like eye contact. #govchat #govchat |
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8:38 pm
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johnverdon:
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@theCSAedge #GovChat yes routine, task-simple & assembly line-like work won't change but more & more work is cognitive and non-routine. |
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8:39 pm
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spydergrrl:
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@theCSAedge that's training ppl to recognize opportunities for improving service and going beyond the expected level of delivery. #govchat |
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8:39 pm
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DeborahOMalley:
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#govchat what's the biggest impact social media has had on customer service in the gov't? |
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8:40 pm
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theCSAedge:
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@thomkearney We can see by the current events in Egypt that social media is tremendously powerful #GovChat #govchat |
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8:40 pm
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LeadershipAgent:
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@theCSAedge #govchat ... To observe and listen... |
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8:40 pm
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theCSAedge:
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@thomkearney So much so, the government there closed down communications! #GovChat #govchat |
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8:40 pm
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PS_leader:
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RT @TrendsOttawa: #govchat is now trending in #Ottawa http://trendsmap.com/ca/ottawa |
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8:40 pm
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thomkearney:
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RT @TrendsOttawa: #govchat is now trending in #Ottawa http://trendsmap.com/ca/ottawa |
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8:40 pm
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theCSAedge:
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@thomkearney The biggest advantage to government is obviously during a disaster. #govchat |
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8:40 pm
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theCSAedge:
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@thomkearney In 2003 then again in 2007 there were devastating wildfires in San Diego #govchat |
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8:41 pm
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theCSAedge:
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@thomkearney If there were instantaneous communications, we could have been even more efficient. #govchat |
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8:41 pm
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theCSAedge:
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@thomkearney If there were instantaneous communications,we could have been even more efficient. #govchat |
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8:42 pm
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theCSAedge:
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@thomkearney Our biggest challenge is getting people to care enough to follow us every day. #govchat |
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8:42 pm
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PS_leader:
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Hey #Gov20 #w2p #goc3 #goc people of the world! Please join us NOW on inaugural #GovChat Just follow the #GovChat hashtag! Cheers! |
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8:42 pm
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LeadershipAgent:
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@DeborahOMalley any #goc examples? Would argue US is way out there compared to #goc #govchat @theCSAedge @thomkearney |
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8:42 pm
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theCSAedge:
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@thomkearney Government usually only gets noticed when something goes wrong #govchat |
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8:42 pm
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theCSAedge:
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@thomkearney It's our challenge to be interesting enough to follow, #govchat |
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8:42 pm
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theCSAedge:
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@thomkearney so build your audience to adding value, before you need it. #govchat |
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8:43 pm
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mirgray:
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So should gov agencies have a social media presence 24/7 or business hours only? #GovChat |
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8:43 pm
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LeadershipAgent:
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@theCSAedge @thomkearney #govchat... Provide value... And people will be there... |
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8:44 pm
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trifleater:
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RT @thomkearney:
What do Public Service folks need to do to ensure the public does not
think Customer Service in the Public Service is an oxymoron? #govchat |
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8:44 pm
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spydergrrl:
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@theCSAedge following success: onus is not on the user to care; but they just can't NOT follow. Demonstrated value is obvious. #govchat |
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8:45 pm
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ampli2de:
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Customer service is an important step, but how do governments provide
real value in state-of-the-art self-serve citizen services? #govchat |
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8:45 pm
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LeadershipAgent:
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Need to leave just now to put the kids to sleep... My #custserv call for 2night ! Great talking all #govchat @thomkearney @theCSAedge |
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8:46 pm
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theCSAedge:
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@ampli2de first step - find out what the customer really wants - don't assume #govchat |
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8:46 pm
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PS_leader:
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@spydergrrl Hahaha this probably also explains why reality television has become so popular! #GovChat =) |
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8:46 pm
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PS_leader:
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RT @thomkearney: @LeadershipAgent thanks for joining us. #govchat |
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8:47 pm
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theCSAedge:
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@ampli2de we make the mistake of being "big brother" and assuming we know what's best #govchat |
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8:47 pm
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theCSAedge:
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@ampli2de It's always best to engage the customers and find out from them. Govts often miss the mark here. #govchat |
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8:47 pm
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theCSAedge:
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@spydergrrl @theCSAedge right! onus is on us to provide #govchat |
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8:48 pm
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spydergrrl:
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@PS_leader There's value to reality TV? LMAO #govchat |
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8:48 pm
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theCSAedge:
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@mirgray depends when your customers want to hear from you #govchat |
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8:48 pm
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theCSAedge:
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@mirgray if you have a 24/7 operation, like police and fire, maybe #govchat |
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8:48 pm
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PS_leader:
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@JenButson Hey Jen! You should join us on the first #GovChat trending now in Ottawa! |
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8:49 pm
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spydergrrl:
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@theCSAedge: @ampli2de is right. Being where the user is, not where gov is, is new requirement. Mobile service delivery. #govchat |
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8:49 pm
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theCSAedge:
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@mirgray if it's the library - 3am updates probably not needed #govchat |
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8:50 pm
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PS_leader:
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@spydergrrl Hahahaha ..........NOT! Just talking about the can't not WATCH! Fortunately has never worked on me! #GovChat |
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8:51 pm
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mirgray:
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@theCSAedge #GovChat I was thinking of online support for 24/7 tools (like a self-registration tool). A more info option. |
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8:52 pm
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gschaadt:
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My experience - biggest issue w/ gov customer service is not to the public, but to "internal" customers /clients. Thoughts? #govchat |
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8:52 pm
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daveepperly:
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RT @johnverdon: #GovChat by 2015 40% of work is non-routine - how much are we able to write out expectations and for what time period -shelf-life? |
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8:52 pm
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theCSAedge:
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@mirgray Yes, self serve should be 24/7 - let people do business when they are not at work! #govchat |
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8:53 pm
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spydergrrl:
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@mirgray @theCSAedge & high-quality, usable tools so 24/7 support - while available- not necessary. Good service = invisible #govchat |
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8:53 pm
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theCSAedge:
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@mirgray often we're only open when people can't get to us. interactive apps would be terrific whenever possible #govchat |
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8:54 pm
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theCSAedge:
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@gschaadt Right on target! #govchat |
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8:54 pm
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theCSAedge:
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@gschaadt our customers are "every person, every day" - internal, vendors, colleagues, all of them! #govchat |
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8:54 pm
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theCSAedge:
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@gschaadt no one comes to work and stands in a closet and gets their job done with no interaction #govchat |
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8:55 pm
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thomkearney:
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We are almost out of time. For those of you that are counting, the six essential elements discussed in the book are: #GovChat |
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8:55 pm
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thomkearney:
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1. Setting Expectations, 2. Training Your Team to Provide Great Service, 3.Empower Your Team #GovChat |
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8:55 pm
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theCSAedge:
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@gschaadt we're a team and rely on eachother - like trapeze artists. #govchat |
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8:55 pm
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thomkearney:
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4. Measurement & Feedback, 5. Celebrate Success with Employee
Recognition Programs, 6. Projects & Process Improvement #GovChat |
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8:55 pm
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PS_leader:
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RT @spydergrrl: @theCSAedge: @ampli2de is right. Being where the user is, not where gov is, is new requirement. Mobile service delivery. #govchat |
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8:56 pm
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spydergrrl:
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RT @johnverdon: #GovChat by 2015 40% of work is non-routine - how much are we able to write out expectations and for what time period -shelf-life? |
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8:56 pm
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theCSAedge:
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@gschaadt Catch your team-mate - focus on internal service excellence! Your colleagues will appreciate it #govchat |
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8:56 pm
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mirgray:
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@theCSAedge Should government agencies respond officially or via all their brand embassadors (i.e. emps) when in news negatively? #GovChat |
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8:56 pm
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thomkearney:
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Copies of the book are available at www.TheScienceOfService.info #GovChat |
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8:56 pm
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BibliophileCAN:
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RT @thomkearney: Copies of the book are available at www.TheScienceOfService.info #GovChat |
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8:57 pm
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theCSAedge:
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@daveepperly @johnverdon it's a continous improvement cycle. I recommend re-visit every 2-3 years. #govchat |
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8:57 pm
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spydergrrl:
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gr8! Worked @ hotel w/forms/prizes for that RT @theCSAedge: @gschaadt Catch your team-mate - focus on internal service excellence! #govchat |
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8:58 pm
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theCSAedge:
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@daveepperly @johnverdon things change quickly - like 3 years ago we didn't need "tweeting" expectations! #govchat |
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8:59 pm
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Ms_CL:
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RT @spydergrrl: gr8! Worked @ hotel w/forms/prizes for that RT @theCSAedge: @gschaadt Catch your team-mate - focus on internal service excellence! #govchat |
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8:59 pm
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DeborahOMalley:
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#govchat Interesting discussion. Thanks to you all! |
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9:00 pm
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theCSAedge:
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@mirgray great policy question. It's an internal decision. Where every I worked, employees could not speak with press #govchat |
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9:01 pm
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thomkearney:
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Thank you all 4 joining us! Your participation & feedback has been overwhelming extra SPECIAL thanks to Wendi Brick @TheCSAedge #GovChat |
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9:01 pm
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thomkearney:
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Join us in 4 weeks for the next #GovChat @daeaves Feel free to make suggestions on future SPECIAL guests and topics, @thomkearney #GovChat |
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9:01 pm
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thomkearney:
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The full transcript of tonight's #GovChat will be posted shortly on the @PS_leader blog http://www.psleader.org |
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9:01 pm
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thomkearney:
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The schedule for future chats and transcripts will be available at http://www.psleader.org/govchat/ #govchat |
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9:02 pm
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thomkearney:
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David blogs about public service renewal and open stuff at http://www.eaves.ca/ #GovChat |
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9:02 pm
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thomkearney:
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Thanks MUCH to all you #GovChat tweeps for joining our first #Govchat ! Have a GREAT night & hope to see you all again next month! |
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9:02 pm
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spydergrrl:
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RT @thomkearney: Thank you all 4 joining us! Your participation & feedback has been overwhelming extra SPECIAL thanks to Wendi Brick @TheCSAedge #GovChat |
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9:02 pm
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thomkearney:
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Follow @PS_Leader to keep up with the latest announcements #GovChat SPECIAL guests, topics and news about #GovChat |
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9:02 pm
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thomkearney:
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Remember to also let us know what special guests and topics you would like to discuss on #GovChat. Thank you and good night. |
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9:03 pm
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adrielhampton:
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@thomkearney congrats on hosting your first #govchat, Thom! |
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9:04 pm
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gschaadt:
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Thanks Wendi! Thanks Thom! Great job. #govchat |
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9:05 pm
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thomkearney:
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@adrielhampton TY Adriel, its easier than what you do every week! #govchat |
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9:07 pm
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PS_leader:
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RT @adrielhampton: @thomkearney congrats on hosting your first #govchat, Thom! |
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9:07 pm
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spydergrrl:
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@thomkearney Congrats! Man did that go by quickly! :) #govchat |
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9:07 pm
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gschaadt:
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And fyi - running 4 windows to follow stream. best to worst:
tweetdeck, twitter.com, hootsuite, wthashtag.com. What did ya'll use? #govchat |
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9:08 pm
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PS_leader:
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Thanks everyone for an AWESOME first #GovChat Please join in on March 3rd when the AMAZING David Eaves @daeaves joins us!! |
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9:09 pm
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PS_leader:
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RT @spydergrrl: @thomkearney Congrats! Man did that go by quickly! :) #govchat |
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9:10 pm
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PS_leader:
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RT @gschaadt: Thanks Wendi! Thanks Thom! Great job. #govchat |
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9:11 pm
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spydergrrl:
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RT @theCSAedge: Tweetchat big success! 185 tweets to 24 active participants. Who knows who else was listening?! #govchat |
