How we communicate with customers matters
Like a lot of housing professionals I spend a lot of my time writing stuff. But sometimes it's important to take a step back and ensure that you're communicating effectively.
Social landlords and local authorities often contact me because they’re busy and need help. When writing documents - whether a policy, webpage, or public information leaflet – the aim is effective communication.
Listening is essential. For example some customers may not actually want or need information in writing, or in a traditional format.
But when it comes to written information I've always found that people want:
- plain English, and
- to find the information they need quickly.