Drawing on practical examples from my work as a management consultant specialising in information design, this chapter will provide compelling examples of the poor information experiences that businesses perpetuate, and the significant frustrations, inefficiencies and substantial financial losses that can result for four specific audiences — their customers, staff, leaders and external partners. It will also highlight some of the processes and experiences we have had in creating more effective information experiences by focusing on the needs of the user and applying core principles of information design.
Jenkins, J. (2014), "How to Lose Friends and Alienate People: The High Cost to Business of Poor Information Experiences", Information Experience: Approaches to Theory and Practice (Library and Information Science, Vol. 9), Emerald Group Publishing Limited, pp. 189-202. https://doi.org/10.1108/S1876-056220140000010000Download as .RIS
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