In an article published in Harvard Business Review, Harvard Business
A Senior Executive who recently left is struggling to use your Alumni platform and sends your CEO an email talking about how impossible your new site is, and the email gets forwarded to you with just “???”
You are not alone, every company, every community, has a series of users who have difficulty for whatever reason and choose to escalate their complaint internally and make it your problem instead of theirs.
As more and more Alumni communities engage their retiree communities, the need for insanely simple is critical, but equally even with simple, how can you create a program/process to make life easier for those users who have not quite mastered the art of “the internets”
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