This document appears to be a presentation about communicating with customers. It discusses the many communication tools available, how to reach customers, and getting past initial difficulties (the "suck threshold"). It emphasizes that technology cannot change human behavior, and provides tips for responding to customers in a timely manner. The presentation suggests focusing on creating good educational content for customers rather than expecting them to read manuals. It stresses concepts customers need to understand and keeping in touch with them going forward.
10. eComm 2010 | 500 Ways to Communicate 10 ? “OK, Great. How do I Educate?”
11. They won’t RTFM. eComm 2010 | 500 Ways to Communicate 11 But good content, that they’ll FR.
12. Sample: Batching eComm 2010 | 500 Ways to Communicate 12 Start a Task “Cone of Silence” Don’t Multitask
13. Sample: Responsive vs. Available eComm 2010 | 500 Ways to Communicate 13 People will respect a consistent response within a reasonable amount of time A few hours is still good customer service flickr.com/photos/ov3rload/
14. What concepts do your users need? eComm 2010 | 500 Ways to Communicate 14 http://www.flickr.com/photos/qisur/