Communication

Plain English in customer communication

Moving on from where Plain English ends…

Clear customer communication needs more than Plain English Plain English is fantastic.  The thing that scares me is that we still need it, 33 years after the brilliant, campaigning Chrissie Maher founded it.  Local authorities, organisations and NGOs are still producing communication that people struggle to understand.  But Plain English is just the start of …

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ISA and annuities communication

Changes to annuities and ISAs and what it means for customer communication

Changes to annuities and ISAs mean businesses have an obligation to communicate them clearly to customers. It’s the day after the Budget and I’m up in town seeing two of our City clients. After the chancellor’s changes to annuities and ISAs, there’s plenty of talk about how we explain it all to customers. But as …

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Understanding energy bills

Understanding energy bills – the voice of the customer

The barrier to understanding energy bills is a lack of clear communication. Way back in March 2009, energy regulator Ofgem told energy companies to make monthly direct debit demands clearer. By 2010, the objective was to make the 200 million bills sent by energy companies each year simpler. In October 2012, Ofgem unveiled proposals that …

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Power of written communication

The power of written communication to customers

What’s the true power of written communication to customers? From our experience, it’s huge. First, a short story… One of our heroes, Theodore “Ted” Sorensen, died last week. He was President JF Kennedy’s speechwriter. He wrote the “ask not what your country can do for you” speech that changed the way a generation thought – for …

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Olympics communication

Olympic communications. Falling at the first hurdle?

The Olympics is all about excellence. Swifter. Higher. Stronger. Months of dedicated training and preparation.  Not just for the athletes but for London’s transport infrastructure. Peter Hendy, Transport for London’s Commissioner, describes the Olympics as “Britain’s largest peacetime logistical exercise.‟  He’s probably right.  Miles of “Games Lanes”, changes to tube, bus and train timetables, all to …

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