USA.gov Blog

Topic: User Experience and Accessibility

A Year of COVID Search Trends From USAGov

It has been one year since the World Health Organization declared COVID-19 a pandemic. Since that time, people have had many questions and concerns about their health, safety, and financial security.

March 17, 2021 Read More

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

Top 20 USAGov en Español Pages for 2020

The top 20 pages in 2020 for USAGov en Español represent a mix of interests. Topics included the coronavirus pandemic, election season, travel and immigration, and life in the U.S. Find out which pages were most popular in English on USA.gov in 2020.

January 26, 2021 Read More

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

Top 20 USA.gov Pages for 2020

The coronavirus and election season dominated not just news headlines but USA.gov's top 20 pages for 2020 as well. Find out what the top pages were for USAGov en Español in 2020.

January 26, 2021 Read More

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

Facebook, Twitter, and Short Links: What USAGov Learned from Social Media Users

How do people use Facebook and Twitter differently? Do they know which accounts and links in social media posts they can trust? What started as a USAGov study of people’s thoughts about short links in Facebook and Twitter posts taught us more than we were expecting.

September 30, 2020 Read More

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

Six Things We Learned From Our @USAGov Instagram Audit

Social media is a key part of the USAGov outreach strategy. It helps us share quick and clear information directly with the public. We regularly review our social media channels to see where we’re getting the best return on our investment.

August 25, 2020 Read More

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

“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

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

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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