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09/11/07 The Language of Service
LONDON, UK - I am becoming increasingly aware of the power of language. Something I had zero interest in 6 months ago. Something I was rubbish at in school, something I didn’t care about at university and something I started work without knowing about.
Dealing with people in meetings, confrontations, interactions daily I have noticed the way you can use the choice of words turn a conversation, extinguish an argument or persuade on a decision. Now everyday when I hear clever usage I note it down in my head.
This comes down to the really simple things. The things that can make the difference to a user experience being great or stressful. An everyday example from this morning that made me write this post:
My bus arrives at the bus stop, I’ve 2 massive bags (shipping my belongings back to Dublin flight by flight before leaving for Singapore in Jan). The driver stops and lets me on first with bags, then a guy behind me. The bus is at absolutely totally jammed standing capacity up to the line that you must stand behind and we can’t get any further down at all.
The driver takes off and then says sharply: “You can’t stand there“.
What could she of said instead to improve our experience?
*direct* “you would be a star if you could try to move down a little”
*announcement* “it would be great if you could all make a little space at the front”
Maybe this just comes down to common sense & politeness but I feel it relates back to the more important times you have to be influential.
-Robin
Tags: language, London, service
4 Comments
As you said it’s easy to improve the experience by simple use of language. It’s not a complicated matter yet its overlooked in a lot of circumstances.
you’ve got to love this level of language!
http://eurekaman.com/thats-user-experience
Warm & fuzzy feel!
Realistically, no-one who works in the service industries is paid enough for them to be reasonably expected to give a damn.
it could just be bus drivers. And not so much not knowing how to use words or the english language well in situations like this, but rather plain rudeness.
