Papers and Reports

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Customer Satisfaction with the US Federal Government - Results of the ACSI, by Forrest Morgeson and Lifang Vanderwill, (446 kb) Dec. 20, 2007   (Historical)

Trends in Customer Satisfaction with the Federal Government, by David VanAmburg and Forrest Morgeson, (334kb) Dec. 15, 2006  (Historical)

Using Appreciative Inquiry Every Day to Deliver America's Dream, (111kb) Oct. 2005  (Historical)

Positive Transformation of Government, Appreciative Inquiry Practitioner, (934kb) May 2005  (Historical)

Creative Learning Groups at NASA/Goddard and EPA: Leaders Grow Leaders, (74kb) Jan. 26, 2005  (Historical)

Managing for Results, Connecting the Dots, by John Kamensky, (28 kb)   (Historical)

American Customer Satisfaction Article by Bernie Lubran, published by European Public Administration Network, Jan. 13, 2005  (Historical)

What's a Manager to Do? by Jim Trinka, (76kb) June 30, 2004  (Historical)

Study Shows State Department’s Efforts to Improve Citizen Satisfaction Pays Benefits, by Ted Kniker, 2004   (Historical) 

The FCG Executive Coaching Guide: Steps for a Successful Coaching Partnership, March 2002  (Historical)

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Last Reviewed: October 20, 2011

Presentations

Future of the Government Web by Bev Godwin, Director, USA.gov, March 20, 2007 (over 8 mb)   (Historical)

NIH's Enterprise Approach to Measuring Customer Satisfaction   (Historical)

Psychologically Healthy Workplace Awards, David W. Ballard, Jan. 26. 2007   (Historical)

Psychologically Healthy Workplaces, Ellen Lent, Jan. 26, 2007   (Historical)

Psychologically Healthy Workplace Videos  (Historical)

FCG Consultant Ted Kniker's Comments on PART, American Evaluation Association, Nov.. 2, 2006  (Historical)

Speech Coach Larry Tracy's Handouts on Getting Buy-In, Dec. 1, 2006   (Historical)

Sustainable Leadership, Coaching and Emotional Intelligence, a PowerPoint presentation by John Lazar, November 17, 2006   (Historical)

Getting Buy-In: How to Make Persuasive Presentations by Larry Tracy, Sept. 15, 2006   (Historical)

FirstGov Search Portal: New Generation of Government Search, March 27, 2006 (Historical)

Trends in Customer Satisfaction with the Federal Government, by Forrest Morgeson, Ph.D., Dec. 15, 2005   (Historical)

Customer Service at the Railroad Retirement Board, by Catherine Layser, Dec. 15, 2005   (Historical)

Develop an Effective Communications Strategy for Your Project: 45 Tips in 45 Minutes, by Pat Wood, (45kb) July 12, 2005  (Historical)

Organizational Development Systems Consortium, presentation by G. Lee Salmon, (71kb) April 22, 2005  (Historical)

Coaching in the Federal Government, presentation by G. Lee Salmon, (59kb) April 1, 2005  (Historical)

How to Be a Leader without the Benefit of Authority, presentation by G. Lee Salmon, FCG Executive Consultant and Coach, at the Government Administrative Summit, (79kb) Dec. 15, 2004  (Historical)

e-Presentations from the Citizens Service Conference, Dec. 12-13, 2004   (Historical) 

e-Presentations: E-Government Citizen Satisfaction Summit, Sept. 21, 2004   (Historical) 

Developing an Effective Federal Marketing Strategy: A PowerPoint Presentation by Pat Wood at the ItsGov Conference, (86kb) Aug. 25, 2004  (Historical)