USA.gov Blog

Topic: Multilingual

What Do People Ask Us About the Most? Two Top Five Lists from the USAGov Contact Center

The USAGov Contact Center helps people find information on federal agencies, programs, benefits, services, and more by phone and chat in both English and Spanish. Each month, we do a deep dive to analyze what kind of information users are looking for, so we can learn about them and their needs. 

August 04, 2020 Read More

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

When’s the Best Time to Tweet? @USAGovEspanol Experiments with Twitter

A good following on social media is fundamental to USAGov’s goal of getting clear and helpful government information to Spanish speakers around the country. To make sure we’re reaching the right people at the right time with valuable content, our team began to rethink our USAGov en Español Twitter strategy.

July 22, 2020 Read More

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

Giving Users the Information They Crave: Data and Analytics Tips From USAGov en Español

User data guides what we do at USAGov. Without it, we wouldn’t know what government questions people are searching for. And we wouldn’t know how to design our content to make it easier for people to find and understand the answers.

June 30, 2020 Read More

Topics: Content, Design and Development, Performance and Analytics, Multilingual

“Diga o marque 2": USAGov en Español’s New Approach to Interactive Voice Response

USAGov receives and responds to questions directly from the public in many ways: through social media, on page surveys on USA.gov and USAGov en Español, and through chats and calls. One powerful tool in the USAGov toolbelt is our interactive voice response (IVR) system in both English and Spanish through the USAGov Contact Center.

June 23, 2020 Read More

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

How USA.gov Is Making Its COVID-19 Content Easier to Find

During the coronavirus pandemic, government websites are working to make their COVID-19-related content easier for people to find in search engine results. They’re doing it by using SpecialAnnouncement schema.org tags.

Visit this blog post from Digital.gov to get a clear explanation of how these tags work, and find out what USA.gov is learning by using them.

 

June 02, 2020 Read More

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

Let’s Talk Shop: How USAGov Outreach Connects With Agency Partners

Throughout USAGov’s history, we’ve relied on the expertise of federal agencies to help fulfill our mission of giving the public clear, accurate information about government services and programs. Connecting regularly keeps us up-to-date with agencies’ priorities and activities. We do this in many ways.

April 21, 2020 Read More

Topics: Marketing, Content, Multilingual

Press or Say 1: USAGov Expands Its Use of Interactive Voice Response

A significant part of USAGov’s work is to answer the public’s questions about government through our USAGov Contact Center. In 2019, we received more than 430,000 calls. Our agents answered many requests for other agencies’ phone numbers and questions about the status of applications, payments, or personal information. We believed that we could answer these requests more efficiently by expanding our use of interactive voice response (IVR). An IVR is an automated system that routes callers on a phone tree, based on their voice responses or pressing a specific button on their phone keypad.

March 24, 2020 Read More

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

Taking a Look at the USAGov Analytics Dashboard

How many people are visiting USA.gov and USA.gov/espanol right now? What kind of devices are they using and what content are they looking for the most? These are all easy-to-answer questions with the USAGov analytics dashboard. It’s open to everyone and provides a snapshot of popular content on our websites and technical and geographical stats about our users. 

January 15, 2020 Read More

Topics: User Experience and Accessibility, Performance and Analytics, Multilingual

USAGov’s Chatbot Users Talk Back: Find Out What They’re Teaching Us

Earlier this year, we piloted our USAGov chatbot to help visitors find answers to their questions about scams and fraud. After the launch, we made tweaks to the interface based on customer feedback and usage data. 

November 19, 2019 Read More

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

USAGov Contact Center: Five Most Popular Questions from May to August 2019

USAGov manages a contact center that answers questions from the public via phone and chat in both English and Spanish. We analyze the types of questions we get so we can learn about our users and their needs. This data allows us to continuously revise and improve the ways we’re providing services to our audience, not just through the USAGov Contact Center, but online at USA.gov, and through outreach and social media as well. 

October 07, 2019 Read More

Topics: Content, User Experience and Accessibility, Multilingual

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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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