In light of the government’s attempts to make all services ‘digital by default’, including the benefits system via Universal Credit, one blogger feels that while the idea is important, “poorly managed or neglected digital is worse than no digital at all.”
Garry Byrne, “strategist, innovator and lover of data”, explains digital by default thus: The drive to make everything – core services, contact, information – online and as easy to use.
Since it appears that everyone around us is online, this idea seems simple enough, but companies offering services are laid back and do not update their websites, blogs, Facebook pages etc as often as they should. Furthermore, Twitter is used to market services, which is fine, but it is not used to interact with customers and encourage conversation, which is essential and easy to do on the micro-blogging website but which organisations often ignore.
He also thinks that a lot of work, time and thought will need to go into this project because those “who are insisting on ‘digital by default’ don’t really understand the implications of it.”
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