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Customer communication is a key element in a technical communicator's life. Our customers are usually our subject matter experts (SMEs). Yet, customers are more than just SMEs. They are our co-workers, managers, and others both internally and externally that we interface with. In this paper, We start by finding out who your customers are and why you may treat them differently. Following this brief discussion, we then look introspectively into the common communication forms and review different CARE (Customers Are Really Exciting) models that you can use to make your customer communication, whether face-to-face or in written form, more enjoyable.
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Communications and CARE Models
http://www.stc.org/ConfProceed/2004/PDFs/0015.pdf
Damrau, Jackie
STC Proceedings
2004
Abstract: Customer communication is a key element in a technical communicator's life. Our customers are usually our subject matter experts (SMEs). Yet, customers are more than just SMEs. They are our co-workers, managers, and others both internally and externally that we interface with. In this paper, We start by finding out who your customers are and why you may treat them differently. Following this brief discussion, we then look introspectively into the common communication forms and review different CARE (Customers Are Really Exciting) models that you can use to make your customer communication, whether face-to-face or in written form, more enjoyable.
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