Information design in transactional communications


A little ambiguity is resolved by seeing both doors for the toilets at Royal Mail’s marketing offices

Alison Black gave a talk, yesterday, at a masterclass in customer communications for commercial and public sector organisations. The event, organised by GI Solutions, was held at Royal Mail’s offices (hence the picture above). Alison’s talk introduced the concept of information design and drew on her paper with Karen Stanbridge, Documents as ‘critical incidents’ in organization to consumer communication, to illustrate how people respond to documents they receive and where the quality of information design can support or frustrate them.


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