I have talked in a general way about the centrality of conversation as part of the big shift in communication and information design. Here is a practical example. Following a very traditional approach to communication, in the wake of the GFC, many people have drawn attention to the fact that communication between financial organisations and their customers has been poor. In other words, the conversation between these organisations and their customers has not been working well.
Two main solutions have been proposed: better regulation in the form of new and simpler prescribed disclosure documents, and better education of the public to improve their financial literacy. From our perspective on this side of the big shift, neither solution will work, and more public money will be wasted on unnecessary procedures with unsatisfactory outcomes.
Communication between financial organisations and their customers can be improved without the expenditure of public money or creating what will inevitably turn out to be inappropriate prescribed disclosure documents or ineffective public education programs.
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