Audience-led communication focuses on providing the most value with least amount of noise, confusion and opportunities for assumption.
It focuses on providing the information teams need - typically commercial teams - at the technical level and granularity they find easily usable.
Too technical or too much, and teams will misunderstand or switch off, or miss the value contained
Too little background or justification, and teams will find it difficult to translate into useful commercial information.
Audience-led communication is the practise of tailoring the content, technical complexity and focus of your messages to:
‘What was the problem?’
‘What did we do?’
‘Why is this (the solution) awesome?’
What was the problem?
Customers had no way to add an attachment as a supporting piece of evidence in their claim.
What did we do?
We have added the ability to add, remove and store attachments for claims, accepting only PDF file types at this time.
Why is this awesome?
Attachments allow for evidence to be submitted directly to a customer’s claim, reducing the time claims need to be reviewed and followed up. Claims also have a reduced chance of delay due to lost paper records and are available anywhere anytime by claims staff.