Why a mixed contact

strategy is powerful

Joanna Woottenjoanna@solutionsincluded.com

Can’t

use the

telephone

Find using the phone difficult

or stressful

Don’t like using

the telephone

Get it right for them,

other customers will

benefit

It’s not just about disability

Because as much as I

As much as I hate

talking, I love texts and

emails. I an say what I

want without fear of

interruption or not getting

my point across properly,

and reply instantly or at

leisure.

“Why did this phone-hating

happen? How did it happen? I

can blame my shift on a few

things. Technology is one of

them, of course -- the advent of

texting (and the joyous

revelation of unlimited

messaging plans!) has made it

so convenient and easy to

communicate with people on

my own time, without going out

of my way to actually, uh, speak

to them. (Lame. I know. Sorry.)”

Options

• Website

• Live chat

• Email

• SMS

• Twitter

• FaceTime/Skype

• BSL interpreting service/Text Relay

It’s not just about

accessibility or inclusion

Thank you for listening!