Tag: customer service

19th Annual Archivist’s Achievement Awards

by dferriero, posted in Collaboration, Leadership, NARA Records, Special Events

Last week I hosted our annual Archivist’s Achievement Awards Ceremony, an event I look forward to each year. This ceremony is important to me and gives me the opportunity to highlight the achievements of our staff across the National Archives. But more importantly, it gives me the chance to say thank you. Incredible work happens … Continue reading 19th Annual Archivist’s Achievement Awards

Improving Customer Experience with Digital Personas

by dferriero, posted in Collaboration, Leadership, Open Government, Transparency

Keeping the customer’s needs front and center is important when developing new digital tools. We recently developed a set of user personas as part of our work to establish a more robust—and data informed—understanding of the individuals that engage digitally with the National Archives (NARA). User personas are fictional, but realistic representations of key audience … Continue reading Improving Customer Experience with Digital Personas

Be Bold: Connect with Customers

by dferriero, posted in NARA Records, Open Government, Participation

State Fair, 10/1972. National Archives Identifier 545457 The second of our new strategic goals is to “Connect with Customers.” Having spent most of my career working with the public, customer service is a passion of mine. In my personal life I am always looking for exemplars—places where I am dazzled by attention to service, places which … Continue reading Be Bold: Connect with Customers