If you work in online advocacy transformation at any organization, a presentation by Lee Rainie of Pew Internet which describes “Nine Tribes of the Internet” is timeless. I first heard it at a Web Manager Roundtable in 2009, and his message to web managers still rings true: your job is to organize content to fit the needs of your users. When you want to connect to your audience, you must get on the same wave length as the receiver of the information.
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Avoiding Errors: It’s Not Your Fault!
As consumers everywhere can confirm: online user help and support is a tremendous pain in the neck. Once you throw in the towel and click to get support – if you can find it that is – more often than not the written instructions are complex jargon or incomplete steps that leave you feeling completely bamboozled.
Is it little wonder that recent research from Forrester’s customer service expert found that an astonishing 81 percent of consumers preferred speaking to a real person by phone or going to the office/store in person to discuss their issue face-to-face and not subject themselves to online help?
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Five Magic Interview Questions
Some years ago, I ran across a list of what I consider the most eye-opening interview questions on the planet. Well, maybe that’s hyperbole. But the fact of the matter is these questions never fail me. They consistently open up the conversation into nooks that produce insightful and interesting commentary. And my favorite getting-to-know-you question set is only five questions long.
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