Showing posts with label survey. Show all posts
Showing posts with label survey. Show all posts

Wednesday, September 07, 2016

Don't ask for more information than you need (and make it clear why you're asking what you're asking)

I've just become aware of the ACT Government's consultation for a new license plate slogan.

Hosted at Your Say, the government is asking for ideas for a 30-character or less slogan, with the best ideas to be put to a public vote later this year.

I support this type of consultation approach - it provides for broad public input, with a screening step (via a panel of judges) to manage any inappropriate suggestions before a public vote.

The consultation also does a great job of explaining the process timeframe; when the decision will be made and when the license plate will be released.

One of the 'tricks of the trade' for consultations - and and engagements - is to ask the minimum number of questions required to meet the purpose of the process.

While there's often temptation to ask a few additional questions, where data might be interesting but is non-essential to the consultation's purpose, each additional question can reduce the response rate significantly.

These additional non-essential questions can also call into question what the consultation is actually designed to achieve. This can, at worst, lead to suspicion and loss of trust, but at minimum is likely to cut the honesty and number of responses, potentially damaging the ability of the consultation to achieve its purpose.

Sometimes, of course, there can be questions that appear non-essential but are necessary for the consultation to achieve its goals. In this case, the organisation engaging should make it as clear as possible why the questions are being asked, without damaging the engagement process itself.

Unfortunately it seems that the ACT government hasn't fully thought this through in its license plate slogan consultation.

Alongside asking for the slogan and where the respondent lives (important for getting ideas expressly from Canberra residents), the slogan also asks for the name and a contact number/email, as well as age and gender.

While the consultation does a good job of explaining why name and contact information might be useful, so that the finalists and winning respondent can be contacted, it's unclear why either age or gender are required in this process.

Age is a compulsory field while Gender is optional, but realistically neither is important information in the review process, nor is there an explanation as to why the ACT government would need this information.

Now this might seem a trivial thing to the agency involved in the process, after all age and gender aren't hugely personal information and, in the case of gender, is often determinable from name alone.

However by adding these fields - whether compulsory or not - the response form becomes that much more complex, and can discourage some people from responding.

That doesn't mean that this process won't get a good response rate, but it is likely to be less than it would otherwise be.

Of course it's hard to prove this in this case, as we don't have the luxury of an AB test to compare approaches - but from experience, overall responses go down when additional (and unnecessary) questions are asked.




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Wednesday, August 05, 2015

Governments are still very backwards in most of their online engagement - and it's not due to a shortage of tools

I've been reading about a new entrant in the government online consultation market - Balancing Act, a simulation tool for involving the public in government budget consultations.

It joins a range of other tools for this type of 'trade-off' consulting online - including Budget Allocator from Bang The Table and, my favourite, Budget Simulator from Delib (which I used to run in Australia).

These are only a few of the advanced online consultation tools available for government - of which there are many kinds, from surveys and geospatial mapping through to forums and blogs.

Many vendors have years of experience, having run thousands of consultations with hundreds of clients internationally (particularly Delib and Bang The Table).

However most governments are still very backwards and inconsistent in their online engagement - with many consultations still just having an email 'black box' for submissions, or employing expensive market research firms to do work that can be done by specialist public sector online consulting companies for a fraction of the cost.

I've seen agencies charged tens of thousands for basic SurveyMonkey surveys, or mistakenly use forums to capture a few dozen comments for quantitative consultations that would receive far more and higher quality responses and outcomes using specialist budget or survey tools.

I've had agencies so 'no thanks, we'll build rather than buy' when presented with tools that have been used by hundreds of agencies over many years, and have had millions invested in their development and refinement to make them work well - and seen the outcomes where they invested tens or hundreds of thousands (far more than the cost of buying in the capability) and ended up with a consultation system that didn't do what they needed it to do.

Even today most local councils and governments, when they engage online, buy or build a capability just for a specific consultation, then 'throw it away' afterwards - only to reinvest the next time they need to consult.

And that's in an environment where agencies know that they'll be consulting stakeholders or the community tens of times throughout a year.

So why do government agencies not take a pragmatic and sensible approach to consultation, invest in sound capability and use it repeatedly across all appropriate engagements, providing a consistent and managed experience at a very low amortised cost?

After years of running consultations and leading Delib Australia, I've come to the following conclusion.

I believe that fundamentally agencies and councils don't think of consultation as a critical step in policy and service design.

Instead consultation is usually either a 'sop' to their Minister, or to affected groups in the community, to provide necessary cover for whatever decisions they choose to make.

In my experience, while policy specialists and senior public servants are always interested in reviewing the synopsis of what consultation respondents say, they often suffer from the 'expert issue', where they already know the right solution, and simply don't believe that the public would have anything useful to add.

This bias is often reinforced during consultations. Due to the ways in which agencies consult it's common for many responses to be brief and poorly considered, or reflect ideas an agency has already investigated and rejected, or tried.

When experts, interest groups, companies and lobbyists respond to consultations, their responses are given a little more attention - partly because they are written formally in language that public servants respond to, and partially because they may be groups that can derail a government's goals.

However even these responses are often largely disregarded as the bias or slant of a particular group seeking advantage. Or they may be =taken as gospel - a mandated approach that already has the support of the group purported to be represented (even where this may not be evidentially the case).

Of course there are exceptions to the cases above and I've been fortunate enough to work with a number of agencies, councils and individuals who truly value and respect community input and understand how it can effectively inform and improve policy and service outcomes.

However until governments think more like start-ups, recognising the immense value that consultations have in uncovering policy issues and new ideas as a critical part of a design process, I expect we'll continue to see the poor use of online consultation tools even though many of the tools available today are superbly well-developed and tested.

Agencies and councils don't need to wait for or design better tools - they need to improve their thinking, or consultation will continue to be a weakness and a risk for them and their political masters.


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Wednesday, March 25, 2015

Use open data in your business or not-for-profit? Contribute to Australia's first formal Open Data study

Earlier this month the Department of Communication, in conjunction with New York University's GovLab team, launched the Open Data 500 research project as the first comprehensive study of Australian companies and non-profit organisations that use open government data to generate new business, develop new products and services, improve business operations or create social value.

The research initiative was launched by Communications Minister Malcolm Turnbull at the Locate15 conference on 11 March.

The results of the study will be used to develop a publicly available report that will help businesses to identify ways to reduce the costs of accessing government data, including licencing, versioning and control costs.

GovLab was founded by Beth Simone Novak, who was formally the United States deputy chief technology officer for open government and led President Obama's Open Government initiative.

If your organisation uses open data, or you know an organisation that does, please participate in this study. The more information available on how and why open data is used, the more attention it will receive from Australia's governments.

More information about the study, and the survey for businesses and not-for-profits to complete are available at the website - http://www.opendata500.com/au

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Thursday, November 14, 2013

Be part of the first ever Australian eSnapshot on Gov 2.0, egovernment, open and connected government

The national e-Snapshot 2013 is the first in a rolling series to capture current thinking and practice around technology-enabled innovation for government and the public sphere including such areas as e-Government, Gov 2.0, digital government, mobile gov and open government.

Organised by Cofluence, an organisation who has worked extensively in the Gov 2.0 field globally operating services like Gov 2.0 Radio, the e-Snapshot 2013 asks some big questions: How is connective tech helping the public sector? How is it helping citizens and interest groups? Plus it hopes to explore some useful approaches to what's actually working.

The e-Snapshot is being supported by CeBIT Global Conferences and top level results will be available at the GovInnovate Summit in a session chaired by Deirdre O'Donnell (the former NSW Information Commissioner).

Complete the 60-second e-Snapshot here: http://cogovsnapshot.cofluence.co/#snapshot
(note there's an optional additional survey too)

Or learn more about the e-Snapshot at: http://www.cebit.com.au/cebit-news/2013/towards-open-government-esnapshot-australia-2013

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Monday, July 29, 2013

Complete the 2013 Community Management survey for Australia and New Zealand

Complete the 2013 Community Manager survey
Quiip and Delib Australia have launched the second annual online community management survey for Australia and New Zealand.

The survey aims to help local organisations and individuals better understand the skills required to work in these professions, help uncover role challenges, training and support needs and the actual work and salaries that online community management and social media management professionals can expect.

The results of the survey will be presented at Swarm later this year and released online as a free report.

For more information visit Quiip's site at quiip.com.au/online-community-management-2013-survey.

To complete the survey go to au.citizenspace.com/app/delib-au/cmsurvey2013 or click on the button above.

For a copy of last year's report visit: quiip.com.au/2013/03/26/australian-community-manager-benchmark-report

Note: I'm involved in the design and management and will be involved in the analysis and reporting for this survey. The goal is to provide information that organisations can use to design community management and social media management roles and to help identify the training and support individuals working in these professions require to be most effective.

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Monday, October 22, 2012

Scaling Edges - how does it apply to government innovation?

Deloitte recently released a paper entitled ‘Scaling Edges – A pragmatic pathway to board internal change’, which provided strategies on how organisations in the private sector could best achieve innovation at the institutional level.

The paper promotes the following approach:
  • Focus on the edges rather than the core functioning of an organisation
  • Identify projects which align with external forces to achieve significant and sustainable change  
  • Leverage external resources rather than internal support
  • Circumvent organisational scrutiny and resistance that change initiatives commonly face 
A representative from the Victorian Department of Justice is on a three month VPS Innovation Transfer working with Deloittes' Centre for the Edge and is exploring how principles identified in Scaling Edges might apply in a government context.

As part of the research, there's a survey available for public servants to complete to give their views regarding the context.

If you'd like to complete the survey go to: https://www.deloittedtermine.com/SPSSMR/ImageCache/ImageCache.aspx?project=DELAUSCLEDG04L&file=default.htm

For context, the paper can be found here: Scaling Edges

Or watch the three minute summary video below:

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Wednesday, May 16, 2012

Final chance to participate in the Online Community / Social Media Management survey for Australia and New Zealand

Complete the Community Manager survey
This is the final week to participate in the Online Community / Social Media Management survey for Australia and New Zealand, which closes on 19 May.

If you're an online community or social media manager or advisor, please complete the survey using the button at right.

To provide some quick background...

The survey aims to help local organisations and individuals better understand the skills required to work in these professions, help uncover role challenges, training and support needs and the actual work and salaries that online community management and social media management professionals can expect.

The results of the survey will be presented at Swarm later this year and then released online as a free report.

The survey is being co-sponsored by Quiip and Delib Australia and was inspired by The Community Roundtable's 2012 State of Community Management report, which drew from a largely US audience and asked a limited set of questions.



For more information visit Quiip's site at http://quiip.com.au/online-community-management-2012-survey.

To complete the survey go to www.citizenspace.com/app/delib-au/cmsurvey or click on the button above.

Note: I'm involved in the design and management and will be involved in the analysis and reporting for this survey. The goal is to provide information that organisations can use to design community management and social media management roles and to help identify the training and support individuals working in these professions require to be most effective.

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Thursday, May 10, 2012

Last day to contribute to NSW State Archive's Web 2.0 Recordkeeping Survey

The NSW State Archives has been holding a survey on social media use by NSW government organisations to inform the development of an online training course on social media recordkeeping.

Your feedback will also help the NSW State Archives to "recommend some specific recordkeeping strategies that will work with both the social media tools that are being used in NSW government and the business needs that are driving these different forms of social media use."
The survey is due to close on Friday 11 May, so if you've not yet responded this is your last chance!

To learn more or to participate in the survey visit the Future proof website at: http://futureproof.records.nsw.gov.au/state-records-survey-on-social-media-use-in-nsw-government/.

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Monday, April 23, 2012

What are Australian Government agencies using social media to achieve?

I'm still collecting responses to my FOI request, however felt it worth providing some interim data on what Australian Government agencies are telling me that they are using social media to achieve.

Of the 166 FOI requests I sent out, I have, so far, received 59 legitimate responses in survey format (35%), another 10-20 in other formats (not analysed below) and 6 refusals to respond.

(I also received a survey response from the 'Dept of Silly Walks and Frilly Pants' that I've disregarded in this analysis. However I am pleased that FOI officers have healthy senses of humour!)

Of the 59 legitimate responses, 43 agencies indicated in Question 8 of my survey that they used social media channels for some purpose.

That is, 73% of Australian Government agencies in my sample are using social media.

This demonstrates how far the public service has come in embedding social media into their activities. However what do they say they are using social media to achieve?

Question 8 of my survey asked agencies:
Has your agency used social media services in the following activities?
(Please indicate all that apply and name each of the specific social media services used, ie: agency operated blogs or forums, third party blogs or forums, social networks such as Facebook or Twitter, social sharing sites such as YouTube, SlideShare or Flickr, etc)
The responses (so far) are as follows, listed from most to least popular uses of social media:

Answer choiceResponsesShare
For stakeholder engagement or collaboration3254.24%
Operating an information campaign2542.37%
Responding to customer enquiries/comments/complaints2542.37%
For engaging with journalists and media outlets2440.68%
For engagement or collaboration with other government agencies2440.68%
Monitoring citizen, stakeholder and/or lobbyist views and activities1728.81%
For a public consultation process1627.12%
For a stakeholder or other restricted access consultation process1322.03%
Other type of activity 1118.64%
For policy or services co-design  711.86%




The 'Other' category was broken into the following 11 responses:
  • cartoon competition - Flickr
  • day to day information for subscribers and stakeholders
  • Youtube
  • No, but use of social media to advertise Gov Jobs is being assessed.
  • YouTube
  • LinkedIn (recruitment activity)
  • Internal communication
  • Yes
  • Crowdsourcing
  • Yes. Facebook (Promote Aboriginal Studies [ED: followed by two unreadable words])
  • Facebook, Twitter
So, what are my conclusions from this data?

Firstly, there is a high use of social media for official purposes throughout the Australian Government. Almost three-quarters of agencies (73%) reported using at least one (and more commonly two or more) social media tools.

The most popular use for these tools is for stakeholder engagement or collaboration (53.24%) - well ahead of operating an information campaign (42.37%), indicating that social media use is expanding beyond Communication teams into broader agency use for two-way dialogues.

Responding to customer enquiries/comments/complaints was also quite high (42.37%), indicating that many agencies are serious about the use of social media channels for engaging.

Monitoring citizen, stakeholder and/or lobbyist views and activities was lower than I would have expected (28.81%). This is potentially the most cost-effective use for social media as it doesn't require engagement by an agency and can often be accomplished with free tools and limited time. I hope more agencies take this up in the future as it can provide deeper insights into their stakeholders and clients and help head-off issues.

Consultation was also lower than I had expected, with only a quarter of agencies respectively using social media for a public consultation process (27.12%) or for a stakeholder or other restricted access consultation process (22.03%). This is an area with significant potential to add value to policy deliberations and to provide a cost-effective extension or replacement of physical consultation events (particularly when budgets are tight). I hope more agencies take this up in the future as well.

The lowest rating answer was for policy or services co-design (11.86%), an emerging area which has a potentially bright future ahead of it. I can understand this being low as it is a new area for many agencies, but hope it grows as they realise the efficiencies of online co-design processes (alongside offline processes).

Finally, the other type of activity answer provided some interesting food for future thought. The answers provided by agencies, excluding the naming of specific social media tools and general use, fell into several significant categories; recruitment, internal communication and crowdsourcing.

These are all emerging areas where social media can make a significant difference and I hope we see a lot more of them in the future.

There is more analysis I will do down the track - which social media tools are most often used for each type of activity, what are the average number (and types) of tools used by agencies), however I'll wait for all responses to be received before putting this time in.

All in all the interim responses are very positive (at least from my position as a Gov 2.0 Advocate), with Australian Government agencies making strong use of social media across many different types of activities.

There's many who are testing, piloting and practicing different approaches to social media use, which will provide an ever-growing source of useful social media examples, case studies and expertise for all agencies to draw on and thereby build their capabilities and effectiveness online.

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Victorian government launches consultation blog for a new Vic.gov.au site

The Victorian government has launched a blog asking users for their ideas on how to improve the vic.gov.au website as it goes through a redevelopment.

The /blog states that the aim of the redevelopment is to provide:
  • an appealing new branding and identity for the www.vic.gov.au website 
  •  a new and usable look and feel 
  • a more modern and relevant site to visitors 
  • an easier way to find information (improved search and a clear starting point and navigation options) 
  • more dynamic content 
So far the blog has attracted 14 comments on its (so far) three posts - with several being comments from the blog team responding to user feedback.

Alongside the blog it is also possible to rate vic.gov.au at the Victoria Online Customer Satisfaction survey.


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Tuesday, May 10, 2011

Harper Collins limits library eBook use to 26 lends before repurchase

There's lots of interesting debates going on about ownership at the moment.

Are the products and content you buy and enjoy owned by you? Do you have the right to switch formats, modify hardware, install software or make a personal copy?

Sony has been fighting for years to prevent customers from modding their Playstations, arguing that customers do not have the right to install unauthorised hardware or software (even accepting you void the warranty).

Movie and music distributors have long held the position that if you bought a cassette tape or video you have no right to the DVD version of the movie or song at simply the cost of the medium. You must buy the content again. Equally, in moving from DVDs to online, people in Australia do not have a legal right to download a movie or music they have already bought.

As more content is digitalised, this ownership debate is spreading, with the latest areas of contention being ebooks. It seems that at least one book publisher is arguing similarly that libraries may not enjoy unlimited lending rights to ebooks they purchase, despite being allowed to lend out a paper copy as many times as they like.

In response to fears that people will simply borrow these ebooks online, thereby cutting into book sales (which are already heavily moving online), Harper Collins has locked ebooks sold (via the OverDrive service) to libraries in the US and Canada. After 26 lends each ebook becomes unusable and the library must repurchase it to keep lending it out.

This move has prompted outrage amongst librarians across North America, and a number of libraries have already boycotted Harper Collins, refusing to buy any further books they publish, in any format, until the policy is changed.

If Harper Collins' decision is upheld, it may have major cost implications for public libraries in the future - as well as for organisations that maintain their own libraries, that buy business books for staff training purposes or even for citizens.

Imagine only being able to read a book, watch a movie or listen to music you'd purchased a publisher-designated number of times before being forced to re-buy it.

Oh - and I didn't mention that Harper Collins also wants to collect information on all readers borrowing ebooks from public libraries, so it can better understand and market to them.

That's not a particularly open or transparent world.


Here's some further articles discussing Harper Collins' decision:
And there's also now a petition with over 60,000 signatures opposing the plan.

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Friday, December 17, 2010

Yammer study from QLD government department

I've been fortunate enough to have a QLD government department share with me the results of a survey they held following a large scale Yammer trial.

They have also allowed me to share the (anonymised) results more widely (see below).

The survey responses paint an interesting picture as to why and how public servants would choose to use this type of social networking service within an agency. It reinforces for me that this type of service may fill a collaboration and knowledge sharing gap for agencies that some may not even realise they have.

Hopefully the survey results will help other agencies to decide on intranet social media tools in an evidence-based and informed manner, noting that there are already about 13,000 Australian public servants using Yammer - and an unknown number are using similar tools (such as Presently).

On with the survey results...

Use the tabs at the bottom of the embedded sheet (below) to move between questions, or go directly to the spreadsheet at: https://spreadsheets.google.com/ccc?key=0Ap1exl80wB8OdDV5TlFibHlGYTlldkFxdW5BUWc0RHc&hl=en



By the way, here's a couple of other case studies, one from Australian government, provided as comments to one of my earlier posts by James Dellow of Headshift (who makes the point that if government wishes to be social on the outside it needs to be social on the inside):


And, from Social Media Today, Extensive List of over 40 e2.0 Micro-Blogging Case Studies and Resources from around the world.

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Wednesday, December 08, 2010

What Australian government data would you like to see online under an open reuse license?

The NSW government has introduced a new service where people can provide suggestions on what government information they would like to access via a web or mobile front-end.

Thus far the eight suggestions focus heavily on public transport information - knowing when and where buses, trains and ferries may be found.

You can add your own ideas here.

However I'd like to ask a broader question.

Out of all the data that Australian governments collect or may hold, what would you like to see available online in a machine-readable format under an open license supporting reuse?

And how would you use it?

If you're short on ideas, why not check out the results of the iOpendataday & the International Hackathon, where thousands of people in over 73 cities across 5 continents participated in creating applications using open government data.

In fact it took place pretty much everywhere except Australia - bringing me in mind of Chris Moore's quote...

Here's a list of some of the applications created.

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Monday, September 20, 2010

Complete the ANZSOG survey on the economic value of open government

The South Australian government has commissioned ANZSOG to conduct a research study on the topic of

"Economic value of open access to government-held data and information"

ANZSOG is seeking respondents who can provide information about the approach of their organisations to the collection and dissemination of data and/or information, as well as their personal views on this topic.

They are particularly interested in hearing stories about experiences with open access to government data and/or information (be they positive, negative or neutral).

The survey can be found at http://www.surveymonkey.com/s/govinfosurvey

The survey should take approximately 20 minutes, depending on how much
detail you go into and is divided into the following sections:

  1. Introduction
  2. Access to data
  3. Cost recovery
  4. Characteristics of data
  5. Benefits of access to data
  6. Barriers to sharing data
  7. Health questions (for those working in the health industry only)
  8. Mining industry questions (for those working in the mining industry only)
  9. Conclusion
The survey deadline is Friday 24 September. Any information in addition to the survey can be sent to helen.moreland@transport.vic.gov.au

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Friday, August 07, 2009

Have you voted for your priorities for Government 2.0?

The recent Public Sphere: Government 2.0: Policy & Practice, run by Senator Kate Lundy's office captured a number of views on government 2.0 in Australia.

These views are now in the process of being prioritised based on public feedback.

The prioritised views will be submitted to the Government 2.0 Taskforce to use in their work preparing a paper on how to progress Government 2.0 in Australia.

If you've not yet visited the Australia 2 website to define and comment on your top Government 2.0 priorities you've only a few weeks left to register your views.

Visit the Public Sphere priorities at Australia 2.

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Tuesday, July 28, 2009

Government 2.0 Taskforce - official Issues Paper formally released

The Government 2.0 Taskforce has released the final version of their official issues paper,Towards Government 2.0: An Issues Paper.

Some of the key questions raised include,

  • How can we build a culture within government which favours the disclosure of public sector information?
  • What government information should be more freely available and what might be made of it?
  • What are the major obstacles to fostering a culture of online engagement within government and how can they be tackled?
  • How can government capture the imagination of citizens to encourage participation in policy development and collaboration between citizens and government?

The Issues Paper is open for feedback until COB 24 August 2009.

Interestingly, the beta Issues Paper, which was only available online for four days, attracted 108 comments. That's the type of extraordinarily fast feedback that can be generated through online consultation.

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Monday, July 13, 2009

Community managers' survey

Kommein is currently holding a Community Manager's survey to build a picture of the role across different organisations around the world.

To quote their request,

Are you a community manager? If so, we’re interested in learning about your experience. We’ve put together a survey for community managers that will tell us a little something about community managers salaries, who they report to, job challenges and more. And yes, we’ll post the results here.

Please note, we’re not asking for names and don’t need to know who you are. Feel free to speak openly and candidly about the issues facing you as a community manager.

Please access the community manager survey here. We’d be doubly appreciative if you could pass this around to other community managers in your network.
In case your organisation wants to better understand this type of role, the results of this survey will be published online.

And if your role could be described as a Community Manager, please complete the survey.

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Thursday, July 02, 2009

Participate in the 2009 Global Intranet Trends survey

Jane McConnell of NetStrategy/JMC is asking organisations to participate in the 2009 Global Intranet Trends Survey.

All participants receive a free copy of the final report.

The 2008 survey had 226 participants from almost every continent and provided key insights into trends in the intranet area.

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Thursday, June 04, 2009

ACT government launches online public consultation about how citizens wish to be engaged

The ACT Chief Minister's Office, in conjunction with Bang The Table, has launched a consultation asking Canberra residents how they prefer to be engaged by the government.

I've been taking a look at some of the comments being made and there are some very clear preferences for not using telephone consultation, ensuring that people get the opportunity to speak in physical consultations and ensuring that engagement occurs before political decisions are made.

If you're a Canberran, take a look at the consultation and have a go at participating in it if you wish to better understand how this form of online consultation can work.

The consultation is online here.

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Thursday, May 07, 2009

Redesigning the APH website

The APH website team are currently holding a survey seeking views on how they should redesign their site to better meet the needs of users.

As reported in Senator Kate Lundy's blog, Redesign of the APH website - your thoughts,

The website for Parliament of Australia – www.aph.gov.au is about to be redesigned. The first step of this exciting project is to consult with internal and external users of this website to gather their expectations and requirements.

From 21 April we will have an online survey available on the front page of the aph website and we would appreciate your participation in this short survey. I am sure that you have thoughts that you would like to share with us. The survey will close on 29 May 2009.


Incidentally the Child Support Agency (whose website I manage) is also currently holding a website User Satisfaction survey (available as a pop-up) from www.csa.gov.au.

All users of the site are welcome to provide their feedback.

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