Simplifying Online Communications

By Dayna Catropa. Gerry McGovern cited the following example about simplifying online communications in his recent article:
“A bank we worked with found that as they simplified their website, the number of phone calls dropped but the length of time per call increased. In fact, the nature of the calls changed from simple support requests to ones about the products and services the bank offered.”
Generally speaking, higher education institutions have many policies and procedures that need to be communicated to students. Read more...