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the zoom using the slider on the top right.
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by entering text in the search field and click on "In This Issue" or "All Issues" to search the current issue or the archive of back issues respectively.
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displays a table of sections with thumbnails and descriptions.
displays thumbnails of every page in the issue. Click on a page to jump.
allows you to browse through every available issue.
FCW : November 15, 2013
Co o Customers today are a mobile and tech-savvy bunch. They spend a lot of their time with smartphones, tablets and other technology and increasingly, they prefer to communicate with service providers using that technology. Depending on the customer and the situation, that could mean e-mail, text message, a web form, instant messaging or even social media. While agencies have made headway in incorporating these technologies into their work environments, often it's for their own internal communication and not for communicating with constituents, customers or even other government departments or agencies. What's more, each of those channels tends to operate independently, making the idea of holistic customer communications somewhat of a pipe dream. To communicate with customers the way they choose to communicate means not only being able to handle multiple channels, but integrating the channels with traditional print so they can work together. Finally, it requires a seamless look and feel across channels. According to a recent white paper from InfoTrends, a of these channels offers organizations new opportunities to innovate and improve customer service. "Customers are not paper says. The most advanced multichannel systems allow communications for use in any print or electronic channel. That makes it possible for organizations to deliver communications in whatever form customers prefer---SMS text, PDF form, e-mail attachment or even fax. G m C GAME CHANGING ECHNOLOG O MEE AGENC MI ION SPONSORED REPORT CUSTOMER COMMUNICATIONS THE ROI OF CCM In addition to improving customer service, implementing a customer communications management system can save agencies real money. A 2009 Forrester Research study found that for a hypothetical organization, payback would occur within 12 months, and the ROI would be 216 percent. Here are just a few ways CCM can help organizations save money: Reduced printing saves paper and electricity. Combining mailings, automating mailings into postal sort order for maximum postal discounts and moving some communications to electronic methods saves postage. Automation minimizes dependence on I department. Consolidated systems removes redundancies, reducing operating costs. treamlined processes such as elimination of manually created letters increases worker e ciency and productivity. CHECKLIST: CRITICAL CCM FEATURES Agencies have many choices when it comes to customer communications management systems. A comprehensive CCM platform should include these features, at a minimum: Intuitive, dynamic user interface. upport for creation of personalized and targeted, interactive communications. Ability to access and integrate with existing systems. Built-in workflow. Rules-based decision process. Real-time data access. Ability to accept and process a wide variety of file formats. Full visibility throughout the communications process, from development and delivery to tracking and response. Multiple templates and the ability to create unique templates. Capable of developing personalized documents in high volumes. Ability to consolidate mailings going to the same address. upport and enforce applicable governance rules to all communications
October 30, 2013
November 30, 2013