Topic: Content

Breaking into Artificial Intelligence: Meet Our USAGov ChatBot!

We’ve wanted to try out artificial intelligence (AI) for a few years. We get tons of questions from the public, and wanted to see if automation could help us answer them quicker. We also knew that scams are one of the top tasks for our website and contact center audiences. In late 2018, we blended our exploration of AI and expertise in scams to launch our chatbot.

April 03, 2019 Read More

Topics: Content, User Experience and Accessibility

Celebrating Our “Quinceañero”

After 15 years,, the trusted source of government information in Spanish, begins a new era. As part of our fifteen year celebration, we are announcing our new name: USAGov en Español.

November 27, 2018 Read More

Topics: Marketing, Content, User Experience and Accessibility, Design and Development, Multilingual

Recent Grads Talk Takeaways on USAGov Rotation

The Emerging Leaders Program (ELP) at GSA is a two-year Pathways program for recent graduates to transition from college to a career in government. Each participant rotates through up to seven different offices within the agency, working closely with team members and learning about the work before being permanently placed. The program offers networking opportunities, in-depth trainings on technical and leadership skills, and previews a variety of career tracks.

August 30, 2018 Read More

Topics: Marketing, Content, User Experience and Accessibility, Performance and Analytics

How We Created Our Disability Section Pt. 1

Creating a single piece of content is one thing, but creating a whole new section for our website is quite another endeavor — especially when it needs to address a gap in government information. It takes time and resources to produce the content, test the sections, and build the infrastructure. This blog post is the first in a series about that process.

July 25, 2018 Read More

Topics: Content

4 Things We've Learned From Piloting Our Content Efficiency KPI

Last year, I shared a new KPI that we were piloting — the content efficiency metric

July 13, 2018 Read More

Topics: Content

Researching to Better Understand Our Print Publication Audience

The Consumer Action Handbook (Handbook) and its Spanish counterpart,the Guía del Consumidor (Guía), have been mainstays of USAGov since the 1990s. However, life as a consumer has changed drastically since these books began. To understand the changing consumer landscape, a cross-functional group from USAGov conducted a study of the scope of these publications. We wanted to answer several questions:

May 02, 2018 Read More

Topics: Content

How We Developed User-Friendly Content Templates

Content on the and websites provides information on many different government benefits, services, and programs. We group the content into various taxonomy buckets to make it easier for people to find what they are looking for. But after listening to user feedback, we realized that content about different programs wasn’t always written in the same style and format, which made it hard for people to find what they were looking for across topics.

April 19, 2018 Read More

Topics: Content

How We Used Customer Comments to Improve Our Housing Section

In order to understand if certain pages and sections of our website effectively help customers complete their tasks, we run page-level and pop-up surveys that allow people to leave feedback and tell us what was helpful or what wasn’t.

April 04, 2018 Read More

Topics: Content

5 Steps for Creating Keyword Labels for Better Search

A core component of the USAGov content team’s job is to make sure the public can find what it’s looking for on our site. One of the main ways we do that is by researching to zero in on the keywords people are using when they search for a topic. Then we incorporate those keywords into our page titles and content summaries.

March 07, 2018 Read More

Topics: Content

A New Metric to Help Us Measure Our Content Efficiency

After our content team moved to a more agile method of working, we also started to look at the metrics we use to measure the success of our work. To help us with that, our analytics team developed a new metric we’re experimenting with called the content efficiency metric.

September 11, 2017 Read More

Topics: Content

About the USAGov Blog

USAGov is working to create the digital front door for the United States government. Follow our progress and help us learn as we go!

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