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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. 

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. 

When it comes to writing content for the web, we can’t ignore Search Engine Optimization (SEO). It doesn’t matter how great your content is if the user can’t find it quickly. That’s why a good relationship between SEO and content is key to improve content visibility.

Here are some of the SEO content writing techniques that we use at USAGov that can help position your content higher on the Search Engine Result Pages (SERP).

Right now, the common denominator across all online platforms seems to be video. Whether it’s breaking news or information about a long existing government program, video content is a powerful way to present information.

In some cases, it can create an emotional connection with viewers, especially when you can give a human face to a government agency or program. It not only provides a better experience for the user, but also shows there are real people working hard behind an organization. With that in mind, here are some tips to create, edit and share your videos:

Over the years, the structure and the volume of content on USA.gov has changed as the Internet has matured and user needs have evolved.

As technology makes it easier than ever to find an answer to a question, our users have increasingly higher expectations of the services and information we deliver. As a result, we’ve pivoted our approach to producing content. 

Instead of writing content, we now design content!