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@charles_rt
Semantics
mean something
Change our words, change our services
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@charles_rt
“This event is focused on the
needs of our businesses…”
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@charles_rt
No it isn't!
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@charles_rt
Businesses don’t have needs
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@charles_rt
Users have needs
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@charles_rt
Users.
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@charles_rt
Users. Not customers.
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No content
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A person who buys goods
or a service
Customer (noun)
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No content
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No content
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@charles_rt
Good customer service
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@charles_rt
Good customer service
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@charles_rt
They have to use our service
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@charles_rt
They have to use our service
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@charles_rt
They have to user our service
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The activity of buying and selling
goods and services
Business (noun)
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@charles_rt
Business. Government.
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@charles_rt
“This event is focused on the
needs of our businesses…”
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@charles_rt
“This event is focused on the
needs of government…”
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@charles_rt
Government doesn’t have needs
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@charles_rt
Users have needs
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@charles_rt
Users.
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@charles_rt
Users. Not customers.
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@charles_rt
User needs
vs
Government needs
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The goal should be to remove
anything, including language,
that creates a sense of ‘us and
them’ when working on a
public service.
Ben Holliday, DWP Head of User Experience and Design
http://www.hollidazed.co.uk/2016/12/05/the-problem-with-customer/
“
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@charles_rt
Government is a means to
meeting the needs of its users
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@charles_rt
Government is a means
can’t have needs
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@charles_rt
Government can have goals
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@charles_rt
Government can have motivations
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@charles_rt
Government can have ends
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@charles_rt
Government can’t have needs
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@charles_rt
“This event is focused on the
needs of government…”
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@charles_rt
“This event is focused on the
goals of government…”
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@charles_rt
Build the
right kind of
delivery culture
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@charles_rt
Services
that meet the
needs of users
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@charles_rt
Services
that matter
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@charles_rt
It's not just
semantics
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@charles_rt
Semantics
mean something
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@charles_rt
Thank you ✌