Your Best May Not Be Enough - Managing Customer/Corporate Conflict Online
We often talk about how businesses should respond to customers online. We talk about establishing action plans, response protocols, and single-points…
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Quality Content - Learning the Universal Language
When building sites or designing content, some people get too caught up in ensuring everyone is "represented" on a page -- breaking it down into…
Catchy Content? No Magic Formula But Common Elements
"OK. [OK]. Blue Jays. [Blue Jays]. Let's [Let's]. Play. [Play]. Ball." If you're in Southwestern Ontario like us (or, basically, anywhere in Canada)…
City of London, an Essential Digital Experience
The City’s website is an essential public communication tool for Londoners and the world, offering online services and critical information regarding city programs and initiatives.
The Perfect Time to Update Your Content
There are plenty of conflicting ideas out there about when the best time is to update your site's content, send out messages, or post on social media…
Kekkou Desu Mr. Roboto - The Perils Of Content Automation
One of the goals of any social media/communications strategy is to actively and rapidly engage with your customer base when they reach out to you. But…
Michael Jackson Online Mania ...
If your internet connection was slow yesterday between 12 noon and 4pm - these web statistics about the Michael Jackson Memorial Service might explain…
User Experience -- No Magic, No Snake Oil, Just Data and Effort-Driven Results
User Experience is such a broad topic that it can often feel confusing to people not immersed in it. And, unfortunately, the world of web optimization…
Content Strategy & Architecture
Content Strategy (CS) and architecture is slowly, but steadily climbing the ladder and becoming a respected process in website development. With CS…
How Beta-Testing Led To A Better Customer Experience
This blog contains excerpts taken from the VTA/Digital Echidna session panel held at Bay Area Drupal Camp 2019. Santa Clara Valley Transportation…