Messaging customers and leadership
I will tell you from experience: I’ve definitely learned my lesson about messaging! Especially about messages to leadership and people outside of the technical organization. We’ll talk about not only what messaging to send but how often, and the wisdom that not everything needs to be carried beyond your own boss or to be publicly announced.
Customer versus leadership messaging
I am a firm believer that the technology department in general should not craft the message to customers. Why? Technologists are not known for being the best communicators and they certainly don’t spend their day being concerned about the brand and customer relationships. The PR and marketing departments are experts in understanding what the issue is, analyzing the impact on the customer, and then ensuring the message, if any, is communicated properly to the customer.
This is the same when it comes to executives! We can typically say something to...