When it comes to Customer and User Experience (CX / UX), I’ve always believed that no experience is more important than the first.
In most cases, that first experience involves communication, content, or marketing. That’s why I love this Ask Dave question I received from a community college administrator:
“How does a large organization create and organize information in a consistent and timely manner for distribution to a broad audience?
“Specifically, as a community college, how do we synchronize communication to new and returning students amongst multiple departments that offer a wide range of programs and services?”
I’ve done a lot of work for schools, colleges, and universities over the years, so I can tell you this friction is very common — and I have plenty of well-informed things to say about it.