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User Experience Management by Arnie Lund

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Chapter 9. Evangelizing UX
Communication Plan
The meaning of a communication is the behavior that results.
John Gall
When the ROI discussion arises it often is not about ROI. It is really about understanding what that user experience is doing, and if the person asking the question understands how he will benefit. The answer is different for people at different levels in the organization. What the general manager needs to know is different from what the developer wants to know. The problem is not that we do not have the answers; the problem is often that we are just so busy working that we forget to actually tell people what we are doing and about its impact. The manager does a little of this as he shares individual success stories and presents the ...

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