I loved this quote from Dave Young when I first found it, and I love it more now:

Talk to the customer in the language of the customer about what matters to the customer. Bad advertising is about you, your company, your product or your service. Good advertising is about the customer, and how your product or service will change their world.

Read that again, but replace the relevant bits with “user” or “patron” and “your library” or “your databases.”

The point of all this in a post from Jessamyn about understanding what users understand.

Posted March 21, 2006 by Casey
Categories: Libraries & Networked Information. Tags: communication design, customer, dave young, future libraries, john kupersmith, language, lib20, libraries, library, library 2.0, targeting, taxonomy, terminology, user expectations, user knowledge. 7 Comments.