DOCSLIB.ORG

Let's Fix Customer Service!

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Let's Fix Customer Service! Let’s Fix Customer Service! Marty Marcinczyk Customer Experience Engineering Images and design by Customers ARE “big deals” and we are demanding change in the way companies service us. How do companies keep up? Many organizaons are trying to manage the 360° view of the customer Customer service is falling behind… Globally, customer service organizaons are failing to meet the needs and expectaons of consumers as they adopt mulIple contact channels and technologies to suit their lifestyles. Customer service is not keeping up with consumer’s dynamic needs due to: • Siloed cross channel interacIons • Inconsistent customer experience • Disparate and unmanageable data • AnIquated call center metrics InteracIon amnesia – silos & mulI-experience Very few companies have a coherent strategy for managing this omni-channel world without losing the context of different interacIons and their history. front web Mobile Video Social IVR chat agent counter tech sales store We need to find new ways to differenIate our services, and the customer experience is a huge part of that differenIaon In fact, a redefined experience is part of the “Comcast Credo” “Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market.” Our promise is made real through: The Customer’s Experience “We want our customers to be amazed with the choice Comcast offers, excited by the innovaBon Comcast provides and saBsfied with the service and reliability of every interacon with Comcast.” Product growth 1963 - Company founded with purchase of a cable system in Tupelo, MS. 1996 - launched first Broadband product 1996 - formed Comcast Spectacor 2002 - acquired AT&T Broadband 2005 - launched Digital Voice 2006 - launched Business Services 2010 - launched xfinityTV.com and xfinty mobile app 2011 - launched xfinity home 2011 - Comcast and GE completed their transacIon to form NBCUniversal, LLC Product growth 1963 - Company founded with purchase of a cable system in Tupelo, MS. 1996 - launched first Broadband product 1996 - formed Comcast Spectacor 2002 - acquired AT&T Broadband 2005 - launched Digital Voice 2006 - launched Business Services 2010 - launched xfinityTV.com and xfinty mobile app 2011 - launched xfinity home 2011 - Comcast and GE completed their transacIon to form NBCUniversal, LLC Customer growth 22+ Million television customers 17+ Million high-speed internet customers 8+ Million digital voice customers & many more through our other entertainment products That scale means we power a tremendous number of customer interacIons across the customer lifecycle… Customer Service Transactions & Product Transactions (Daily) Interactions • 15M+ OnDemand Views from “30K • 40M/day Customer Billing Transactions Choices” • 4M/month Electronic Payments • 7200+ Hours of Linear Programming • Approx 1M phone calls per day • 142M+ Phone Calls Completed • 15k/day truck rolls • 12M+ Voicemail Received • 30k/day chats • 136M+ eMails Delivered • 11M online customer transactions • And much more… • Tens of thousands of social transactions per month • And many more… And our customers are demanding opIons to interact at their convenience. Those interacIons come from more and more channels, and as technologies evolve customers expect a seamless conversaon. The challenge…. • Siloed cross channel interacIons • Disparate and unmanageable data • AnIquated call center metrics: • Disjointed “conversaons” performance (ex: AHT) & quality • Inconsistent customer (ex: FCR) experience A customer journey… Front sales mail IVR agent web store chat counter Social tech Mobile Video mailer TV Ad Product Awareness info Google users search order packages AcIvaon Self install Pay bill Pay bill AcIvaon upsell E-bill Usage Pay bill receipt PPV repair Trouble- repair shoot repair Maintenance repair Change Service upsell What do we need to do about it… Drive a consistent customer experience through integraon… Customers expect it. Change our interacIon models to reflect: • Fully integrate systems through service, products, and real-Ime reporIng to provide a consistent experience and enable a blended omni-Channel “First Contact ResoluIon”/Net Promoter Score (NPS) metric • Consistent design across all channels • Consistent informaon available across all channels and products Partner with companies to push the evoluIon of the experience We sIll have a long way to go…so what is the answer? Customer Service & Communicaon companies say SIP and Collaboraon • “SIP is to collaboraon as TCP/IP is to the web” • Focus: Collaboraon, MulI-Channel RouIng, and Real-Ime monitoring CRM companies say cross-channel CRM • Focus: MulI-Channel, Social, Intelligent Content and Data availability AnalyIcs companies say Big Data • Focus: MulI-Channel AnalyIcs The truth is...we need: • Integraon of all three • Blending of product transacIons and service interacIons • Easy integraon to exisIng products • A new blended NPS and “first contact” resoluIon metric Thank You .
Load more

Recommended publications
  • 2019 Was a Fantastic Year for Our Company, Thanks to the Hard Work of Our Talented Teams, Who Achieved Incredible Accomplishments and Milestones
    YEAR IN REVIEW 2019 was a fantastic year for our company, thanks to the hard work of our talented teams, who achieved incredible accomplishments and milestones. We are proud of all of our successes in 2019, and thrilled to share some of the highlights with you here. January Xfinity Internet: Comcast launches Xfinity xFi Advanced Security to protect WiFi-connected devices in the home Sky: Sky Ocean Rescue and World Wildlife Fund launch a renewed campaign to encourage people to reduce their plastic usage Xfinity Internet: Comcast announces partnership with Xfinity xFi Advanced Security monitors, blocks Intel to deliver faster speeds, more capacity and responsive and informs customers of online threats and networks for broadband customers provides seamless protection in the home. Fusion Arena, a first-of-its-kind venue, will serve as a premier destination for competitive gaming events, as well as a variety of live entertainment programming and experiences. February Corporate: Comcast NBCUniversal is named #3 on Fortune’s ‘Best Big Companies to Work For’ list Comcast Ventures: Comcast Ventures invests in Dandelion Energy, which offers modern, cost-effective geothermal heating and cooling systems to homeowners March Film: Universal’s Green Book wins Academy Award for Best Picture Xfinity: Comcast launches Xfinity Flex streaming platform for Xfinity Internet-only Sports: NBC Sports Group partners customers with Rory McIlroy to create GolfPass Digital Membership Experience Corporate: Comcast acquires BluVector, a developer of AI-powered cybersecurity
    [Show full text]
  • The Economic Framework for Assessing Comcast's Exclusionary Conduct
    -77- FOR PUBLIC INSPECTION A. The Economic Framework for Assessing Comcast's Exclusionary Conduct 122. Antitrust economics considers exclusionary conduct to be anticompetitive if it impairs a rival's efficiency or its ability to impose price discipline. Such conduct can occur by raising a rival's costs, by degrading a rival's quality of service,256 or by depriving rivals of economies of scale.257 Anticompetitive effects may be realized regardless of whether the rival is driven out of the market entirely;258 they require that the rival faces increasing marginal costs or large upfront costs or both. If the conduct forces the rival to operate on a higher portion of its marginal cost curve, then such conduct would achieve partial foreclosure, and the rival would not be able to constrain prices as effectively. In the extreme case, when the conduct prevents the rival from covering its average variable costs, the conduct would induce exit and thereby achieve complete foreclosure. 123. Exclusionary strategies can take several forms, and such strategies can be used to extend monopoly power from one market into another, or to maintain monopoly power in a !pven market. When the markets in question are vertically aligned, exclusionary conduct is referred to as "vertical restraints," and the effect of such conduct is called "vertical foreclosure.',259 Because regional sports programming, national sports programming, local broadcast affiliates, and online programming are inputs in the production process of video 256. See Steven C. Salop & David T. Scheffman, Cost-Raising Strategies, 36 J. IND. ECON. 19 (1987). 257. See, e.g., Richard A Posner, Vertical Restraints and Antitrust Policy, 72 U.
    [Show full text]
  • Rfi #I19-04 - Development & Partnership Opportunities at the Ranch Eevent Complex Proposed Hotel, Sports, and Event Facilities August 8, 2019
    RFI #I19-04 - DEVELOPMENT & PARTNERSHIP OPPORTUNITIES AT THE RANCH EEVENT COMPLEX PROPOSED HOTEL, SPORTS, AND EVENT FACILITIES AUGUST 8, 2019 PETER ZINGONI Vice President, Business Development & Client Relations 150 Rouse Blvd., 3rd Floor O: 215-389-9477 M: 203-241-9618 | E: [email protected] August 8, 2019 Les Brown Purchasing Agent Larimer County 200 W. Oak Street, Suite 4000 Fort Collins, CO 80521 Dear Mr. Brown: As you know, Spectra Venue Management (formerly known as Global Spectrum) has successfully operated the Budweiser Events Center (BEC) since it first opened for business in 2003. Prior to the grand opening, Spectra served as the County’s pre-opening operational consultant, working with the architectural and construction teams to ensure that, when completed, the venue would meet all of the County’s goals and objectives with respect to event programming, operational efficiency, bottom-line financial performance, and overall impact on The Ranch and Larimer County economy. We are now excited to respond to the County’s RFI #I19-04 Development & Partnership Opportunities at The Ranch Events Complex – Proposed Hotel, Sports, and Event Facilities, as we are extremely eager to grow our partnership and remain involved in the development of the Master Plan. SPECTRA’S ACCOMPLISHMENTS AT THE BEC During our more than 15-year tenure as the manager of the BEC, we have become integral and highly respected members of the Larimer County community. Our performance at the BEC has been widely recognized and praised over the years, which is due to some of the following accomplishments: • We have averaged over 200 events at the BEC each year.
    [Show full text]
  • USA Hockey Annual Guide Text
    2014-15 USAH Annual Guide Cover.indd 1 7/22/14 9:22 AM EXECUTIVE OFFICE (719) 576-8724 Dave Ogrean Executive Director 163 Kim Folsom Executive Assistant & Administrative Support Manager 165 HOCKEY OPERATIONS Jim Johannson Assistant Executive Director, Hockey Operations 178 Michele Amidon Regional Manager, American Development Model (207) 841-4825 Art Berglund International Department Consultant 146 Joe Bonnett Manager, American Development Model 108 Marc Boxer Director, Junior Hockey 147 Dan Brennan Director, Sled & Inline National Teams/Manager, Coaching Education Program 177 Reagan Carey Director, Women’s Hockey 154 Matthew Cunningham Manager, Coaching Education Program 217 Helen Fenlon Manager, Officiating Administration 127 Guy Gosselin Regional Manager, American Development Model (719) 337-4404 Roger Grillo Regional Manager, American Development Model (719) 304-1884 Marissa Halligan Manager, Women’s Hockey 150 Ty Hennes Regional Manager, American Development Model 161 Matt Herr Regional Manager, American Development Model (860) 318-1939 Dorothy Hyden Coordinator, Resource Center 101 Matt Leaf Director, Officiating Education Program 186 Matt Leitzke Video Coordinator, Hockey Operations (224) 612-2962 USA Hockey, Inc. Kelley Lynch Administrative Assistant, International Administration 162 Walter L. Bush, Jr. Center Bob Mancini Regional Manager, American Development Model (989) 780-0515 Ken Martel Technical Director, American Development Model 181 1775 Bob Johnson Drive Kevin McLaughlin Senior Director, Hockey Development 179 Scott Paluch
    [Show full text]
  • COMCAST SPECTACOR FOUNDATION (D.B.A. FLYERS CHARITIES) 50/50 RAFFLE OFFICIAL RULES and REGULATIONS
    COMCAST SPECTACOR FOUNDATION (d.b.a. FLYERS CHARITIES) 50/50 RAFFLE OFFICIAL RULES AND REGULATIONS 1. All FLYERS CHARITIES 50/50 RAFFLE tickets, transactions, participants, purchasers and winners are subject to these Official Rules, and to all applicable statutes, rules and regulations, including but not limited to the Pennsylvania Small Games of Chance Act, Licensing Law, the Rules and Regulations adopted pursuant thereto, and all other applicable rules and regulations adopted by any regulatory and/or enforcement agency having jurisdiction with respect to the activities to which these Official Rules apply. 2. Raffle tickets for each FLYERS CHARITIES 50/50 RAFFLE will be sold throughout the Wells Fargo Center (WFC) during all specified home games of the Philadelphia Flyers with fans in attendance, from the time the gates of the arena are opened to the public through the end of the second intermission. 3. At all events, at least one winning FLYERS CHARITIES 50/50 RAFFLE ticket will be randomly drawn by the Comcast Spectacor Foundation utilizing an automated computer program prior to the end of the 3rd period of each Philadelphia Flyers game. On other certain occasions, a second winning FLYERS CHARITIES 50/50 RAFFLE ticket will also be randomly drawn by the Comcast Spectacor Foundation utilizing an automated computer program prior to the end of the 3rd period of each Philadelphia Flyers game. The winning FLYERS CHARITIES 50/50 RAFFLE ticket number(s) will be announced prior to the end of the 3rd period of such Philadelphia Flyers game, over the WFC public announcement system and will be posted on the Comcast Spectacor Foundation website (www.flyerscharities.com), for a period of thirty (30) calendar days after such game.
    [Show full text]
  • 1997-2016 to View the List of Employers Who Have Hired BSU Graduates by Major Click on the Major Title for Further Information
    1997-2016 To view the list of employers who have hired BSU Graduates by Major click on the Major title for further information. Accounting Aquatic Biology Biology Business Administration Chemistry Computer Information Systems Computer Science Criminal Justice Design Economics Elementary Education English Environmental Studies Geography Health History Humanities Indigenous Studies Individualized Studies Liberal Studies Marketing Communications Mathematics Medical Laboratory Science Modern Languages Music Nursing Physical Education Political Science Psychology Science Social Studies Social Work Sociology Sports Management Technology, Art & Design Wilderness Management List of Employers Who Have Reported Hiring BSU Accounting Graduates: 1997-2016 Accountemps Payroll Administrator Blaine, MN Ameripride Services Cash Applications Specialist Bemidji, MN Anderson Engineering Financial Manager New Prague, MN Bemidji State University Inventory Coordinator Bemidji, MN Bridget Johnson Accountant Park Rapids, MN Bruce Keller Accounting Accountant Thief River Falls, MN C B Richard Ellis Associate Accountant Minneapolis, MN Career Sports and Entertainment Accounting Assistant Atlanta, GA Cargill Accounting Eddyville, GA Cargill, Inc. Associate Accountant Edina, MN Cargill, Inc. Accounting Specialist Fargo, ND Cargill, Inc. (x2) Accounting Associate Minneapolis, MN CBRE Real Estate Accountant Bloomington, MN Cenex Accountant St. Paul, MN Churches United Ministry Accountant Duluth, MN City of Brainerd Accounts Payable Brainerd, MN City of St. Paul Budget/Management
    [Show full text]
  • 2019 20 an N Ual Guide
    2019~ 20 ANNUAL GUIDE 2019 ~ 20 ANNUAL GUIDE ANNUAL 20 USA HOCKEY, INC. Walter L. Bush, Jr. Center 1775 Bob Johnson Drive Colorado Springs, CO 80906- 4090 (719) 576- USAH (8724) • [email protected] usahockey.com Celebrating 10 Seasons of the ADM EXECUTIVE OFFICE Susan Hunt 132 THE USA HOCKEY FOUNDATION Pat Kelleher 114 Manager, Member Services Amber Aragon 106 Executive Director Rachel Hyman 129 Manager, Annual Giving Amanda Raider 165 Member Services/Officiating Administrator Katie Guay (401) 743-6880 Executive Assistant Stephanie Jackson 154 Director, Philanthropy Dave Ogrean 163 Director, Diversity & Inclusion Sheila May 107 Advisor to the President Beth Mahr 113 Manager, Grants & Stewardship Manager, Disabled Hockey HOCKEY DEVELOPMENT Zachary May (612) 202-1974 Susan Peterson 216 Director, Philanthropy Joe Bonnett 108 Administrative Assistant, International ADM Regional Manager Administration & Hockey Operations Tamara Tranter 164 Senior Director, Development Dan Brennan 177 Julie Rebitski 131 Director, Sled National Team/ Regional Specialist/Coaching, NATIONAL TEAM (734) 453-6400 Manager, Coaching Education Program Member Services DEVELOPMENT PROGRAM Dave Caruso (678) 592-4302 Seth Appert 314 Manager, Coaching Education Program Debbie Riggleman 128 Regional Specialist, Member Services Head Coach Helen Fenlon 127 Rod Braceful 380 Manager, Officiating Administration FINANCE/IT Assistant Director, Player Personnel Guy Gosselin (719) 337-4404 Cameron Eickmeyer 140 Brock Bradley 320 ADM Regional Manager Director, IT Development Head Equipment Manager Roger Grillo (719) 304-1884 Stephanie Fossinger 122 Justin Dunlop 376 ADM Regional Manager Accountant Manager, Creative Services Rich Hansen (631) 223-5295 Pam Gibson 153 Jon Edwards 378 USA Hockey, Inc. ADM Regional Manager Accountant Manager, Communications Walter L.
    [Show full text]
  • Comcast Reaches Agreement to Acquire Fandango and Announces Plan to Launch Fancast.Com, New National Online Destination
    Comcast Reaches Agreement to Acquire Fandango and Announces Plan to Launch Fancast.com, New National Online Destination Comcast Interactive Media Makes Strategic Addition with Fandango, One of Web's Top Movie and Entertainment Sites PHILADELPHIA and LOS ANGELES, April 11 /PRNewswire-FirstCall/ -- Comcast Corporation (Nasdaq: CMCSA, CMCSK), the nation's leading provider of cable, entertainment and communications products and services, today announced that it has reached an agreement to acquire Fandango, the nation's premier destination for movie information, showtimes and ticketing, and one of the Web's top entertainment sites. The company also announced plans to launch Fancast.com, a new national online destination that will enable consumers to search, discover, manage and enjoy their entertainment experience across many devices and channels, including television, computers, DVDs and wireless services. Comcast has a major Internet presence, through Comcast.net, which is now a top 10 site with more than 2.5 billion page views, more than 80 million videos viewed and 15 million unique visitors per month. Comcast will leverage its experience as the nation's largest buyer of video content, serving nearly 25 million cable customers and 11.5 million broadband customers, to expand its existing video-centric websites and create a new online destination, Fancast.com. Fandango, which is a top online brand and destination where millions of people visit every month to learn about movies and purchase theater tickets, will be an integral component of the Fancast user experience. Fandango.com is already a top entertainment site and one of the nation's largest movie sites with between 4 and 5 million unique visitors each month.
    [Show full text]
  • Printmgr File
    UNITED STATES SECURITIES AND EXCHANGE COMMISSION Washington, D.C. 20549 FORM 10-K (Mark One) È ANNUAL REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 FOR THE FISCAL YEAR ENDED DECEMBER 31, 2019 OR ‘ TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 FOR THE TRANSITION PERIOD FROM to Registrant; State of Incorporation; Address and Commission File Number Telephone Number I.R.S. Employer Identification No. 001-32871 COMCAST CORPORATION 27-0000798 Pennsylvania One Comcast Center Philadelphia, PA 19103-2838 (215) 286-1700 001-36438 NBCUNIVERSAL MEDIA, LLC 14-1682529 Delaware 30 Rockefeller Plaza New York, NY 10112-0015 (212) 664-4444 SECURITIES REGISTERED PURSUANT TO SECTION 12(b) OF THE ACT: Comcast Corporation – Title of Each Class Trading symbol(s) Name of Each Exchange on Which Registered Class A Common Stock, $0.01 par value CMCSA NASDAQ Global Select Market 2.0% Exchangeable Subordinated Debentures due 2029 CCZ New York Stock Exchange 5.50% Notes due 2029 CCGBP29 New York Stock Exchange 9.455% Guaranteed Notes due 2022 CMCSA/22 New York Stock Exchange NBCUniversal Media, LLC – NONE SECURITIES REGISTERED PURSUANT TO SECTION 12(g) OF THE ACT: Comcast Corporation – NONE NBCUniversal Media, LLC – NONE Indicate by check mark if the registrant is a well-known seasoned issuer, as defined in Rule 405 of the Securities Act. Comcast Corporation Yes È No ‘ NBCUniversal Media, LLC Yes È No ‘ Indicate by check mark if the registrant is not required to file reports pursuant to Section 13 or Section 15(d) of the Act.
    [Show full text]
  • Philadelpha-Flyers-2014-15-Media
    ExProvidingpe a Totrali e Entertainmentnce Comcast-Spectacor continues to establish itself as a leader in the sports and entertainment industry, providing high quality sports and entertainment to millions of fans across North America. In addition to owning the Philadelphia Flyers, Comcast- Spectacor operates arenas, convention centers, stadiums, and theaters through its subsidiary Global Spectrum; provides food, beverage, and catering services to these and other venues through its subsidiary Ovations Food Services; sells millions of tickets to events and attractions at a variety of public assembly venues through Paciolan, a leader in providing venue establishment, ticketing, fundraising and ticketing technology, ® ® and enhances revenue streams for public assembly facilities and other clients through its subsidiary Front Row Marketing Services. Comcast-Spectacor owns a series of community ice hockey rinks, Flyers Skate Zone. Comcast-Spectacor is committed to improving the quality of life for people in the communities it serves. The Comcast-Spectacor Charities, and Flyers Charities, have contributed more than $26 million to countless recipients and touched hundreds of thousands of lives. COMCAST-SPECTACOR.COM ® ® COMCAST-SPECTACOR STAFF DIRECTORY OFFICE OF THE CHAIR MARKETING/PUBLIC RELATIONS Chairman ...............................................................................Ed Snider Director of Marketing ...............................................Melissa Schaaf Vice Chairman ..................................................................Fred
    [Show full text]
  • Spectra by Comcast Spectacor and Fsu Mark Tucker Center's Anniversary with Installation of New Sound System in Sept
    FOR IMMEDIATE RELEASE: SPECTRA BY COMCAST SPECTACOR AND FSU MARK TUCKER CENTER’S ANNIVERSARY WITH INSTALLATION OF NEW SOUND SYSTEM IN SEPT Tallahassee, FL – Spectra by Comcast Spectacor, which provides Venue Management to the Donald L. Tucker Civic Center on the campus of Florida State University, announced today the installation of a much-anticipated new sound system. The installation of the dynamic new sound system, produced by Meyer Sound Leopard System of Berkeley, CA, began on Monday, Sept. 14, marking the building’s 34th year in operation. This major overhaul includes the install of 32,000 linear feet of cable (equivalent to 6 miles), 62 new arena sound system speakers, and a new state of the art sound board. The estimated completion date is Oct. 9, 2015. “As we strive to achieve new levels of operational excellence, we feel the installation of this new sound system will further enhance the customer experience at the Tucker Center,” said Spectra’s Ben Weiss, General Manager of the Tucker Center. “This is a long awaited replacement and perfect timing with the project falling on the week of the venue’s anniversary.” “This is a beautiful arena with tremendous history," added Weiss. "We look forward to continuing to provide first class events, banquets, and exhibitions." The Tucker Center continues to be an asset to Tallahassee and Leon County with a positive influence on the economic impact in the community. Through the years, some of today’s top musical artists have played the Center to sell out performances including Garth Brooks, Bruce Springsteen, Alabama, Bon Jovi and Elton John.
    [Show full text]
  • PENNCORD LAUNCHES VOTING: the POWER of YOUR VOICE ONLINE VIDEO CONTEST Initiative of the First Lady of Pennsylvania Judge Marjorie O
    FOR IMMEDIATE RELEASE CONTACT: Gina Romanelli Education Public Relations Coordinator 215.409.6696 [email protected] PENNCORD LAUNCHES VOTING: THE POWER OF YOUR VOICE ONLINE VIDEO CONTEST Initiative of the First Lady of Pennsylvania Judge Marjorie O. Rendell Winning Entries Will Appear Online and on Comcast On Demand Philadelphia, PA (September 16, 2008) – The Pennsylvania Coalition for Representative Democracy (PennCORD), led by the First Lady of Pennsylvania Judge Marjorie O. Rendell, invites students across the Keystone State to exemplify the importance of voting by participating in the Voting: The Power of Your Voice video contest, presented in partnership with the Pennsylvania Department of State, the Pennsylvania Department of Education and the National Constitution Center. Judge Rendell and partners challenge Pennsylvania students in grade six or above to create a 30-to-60-second video that demonstrates how voting gives power to citizens’ voices and why it is important for them to exercise that power. Video submissions will be accepted online from September 1 through October 23, 2008. All Pennsylvania residents are invited to vote for their favorite video starting October 1, 2008 by visiting www.ourstage.com/go/penncord. The grand prize winner and runner-up will be announced no later than November 14, 2008. ”Voting is one of the most important democratic rights granted by the Founding Fathers,” said Judge Rendell. “The voices of our youngest citizens have the power to make positive change in our country today. I want to challenge students to make their voices heard, educate friends and family on the importance of voting, and express their creativity in PennCORD’s online video contest.” -MORE- ADD ONE/ PENNCORD VIDEO CONTEST Contest participants are encouraged to develop their own interpretation of the theme; illustrate how voting can change a community, the country, and the world; and identify how voting involves civic knowledge, democratic deliberation, and public action.
    [Show full text]