Speaking

Conference video:

Combining expertise to rebuild customer trust

So great to hear @gerrymcgovern speak at #Confab2018 this morning. When I first started out in the web I learned a ton from his newsletter. His talk on trust, community, and the large power of small words (dare I say it?) reignited my faith in the web.

— emilyroche (@emilyroche) May 22, 2018

Always enlightening to hear anything from @gerrymcgovern — from ambulances to the Titanic, so much to learn about thinking of the outcome and need to collaborate Thank you #Confab2018 pic.twitter.com/1Lvt189dqe

— shelaghkub (@shelaghkub) May 22, 2018

Ok well it wasn’t even 10am at #Confab2018 and I was already learning from the legendary @gerrymcgovern. ????Also do you guys think he’d enjoy hearing my attempt at an Irish accent orrrrr pic.twitter.com/xQ4jd5AhUB

— Lindsey Gates-Markel (@LGatesMarkel) May 22, 2018

When it comes to making content/web decisions, we need evidence. Opinions are often wrong. – @gerrymcgovern #Confab2018

— Gigi Griffis (@gigigriffis) May 22, 2018

Collaboration isn’t an issue of who’s right or wrong. It’s about research. Parties come together around evidence, not opinion. @gerrymcgovern #confab2018

— Andrea Ledesma (@am_ledesma) May 22, 2018

Asking “Tell me what’s happened?” instead of “Tell me what happened?” on 911 calls lead to a 9 second reduction in response time. How you phrase things matter and can save lives. Everything matter. @gerrymcgovern #Confab2018

— Joe Lopata (@JLopataCS) May 22, 2018

Time to use a page has a bigger impact on overall performance than time to download it @gerrymcgovern #confab2018

— Steve Pheley (@spheley) May 22, 2018

‘The page downloading is only part of performance. The bulk of performance is actually using the page.’ @gerrymcgovern #Confab2018

— Emily Gray (@emilykggray) May 22, 2018

In an increasingly digital world, words are incredibly powerful.@gerrymcgovern #Confab2018

— Brandpoint (@brandpointco) May 22, 2018

In a silo'd world, the Titanic was a success for the group saying "it was alright when it left UK." IT HAS TO REACH NY! #Confab2018 @gerrymcgovern

— Marli Mesibov (@marsinthestars) May 22, 2018

We can love our separate disciplines, but we need to bring our teams together cohesively to get a full picture of what our customer needs, and how to best design solutions for them. @gerrymcgovern #Confab2018

— katiedel (@katiedel) May 22, 2018

Live blogging notes from @gerrymcgovern's excellent talk on building customer trust. https://t.co/8nk9gKkqhu #Confab2018

— Marli Mesibov (@marsinthestars) May 22, 2018

An apostrophe can save lives. The importance of words is extraordinarily critical in the digital environment. @gerrymcgovern #confab2018

— Anna Heller Sebok (@ahs2oz) May 22, 2018

"It's not that trust has collapsed; it's that trust has moved." – @gerrymcgovern #Confab2018

— Jeff Haws (@JeffHaws) May 22, 2018

If we work with everybody that’s necessary, we’re going to deliver better value to the people. @gerrymcgovern #Confab2018 pic.twitter.com/oHRtWX89i2

— Anna Heller Sebok (@ahs2oz) May 22, 2018

Typical breakdown of time spent on software/sites: 20% page loading, 80% people using. Content is the 80%… @gerrymcgovern offering some great stats to support getting content strategy to top of the priority pile. #Confab2018

— Leigh Bryant (@leighbryant) May 22, 2018

How many people came to our page? How many people clicked? = The cult of volume. If we're measuring internal metrics, we're not necessarily measuring success in most environments. – @gerrymcgovern #Confab2018

— Gigi Griffis (@gigigriffis) May 22, 2018

Our metrics are production based because we worship the cult of volume. We measure what we do in our silos. But sometimes that volume measure is in contradiction to fulfilling user needs- we should be measuring success not volume. @gerrymcgovern #Confab2018

— Joe Lopata (@JLopataCS) May 22, 2018

"We need to measure from the outside in … we need to measure the outcomes." – @gerrymcgovern #Confab2018

— Jared Thomas Meyer (@jaredtm) May 22, 2018

Loving @gerrymcgovern's emphasis on measuring the real outcomes and collaborate to determine those outcomes and best approaches #Confab2018

— Torrey Podmajersky (@torreybird) May 22, 2018

With more text, people are less likely to remember what they read. Preach @gerrymcgovern !! #confab2018

— Day Kibilds (@kibilds) May 22, 2018

Time to rethink that long, dense copy? "1/10th of a second has an impact on human behavior." @gerrymcgovern #pageload #conversions #Confab2018

— Rick Allen (@epublishmedia) May 22, 2018

Why are businesses built on trust (Uber, Airbnb) thriving while overall trust is down? "Trust has moved" says @gerrymcgovern "It's not the driver that you trust … you trust the network" #confab2018

— Zoe Barker Jacobs (@zoeibarker) May 22, 2018

“It’s not that trust has dissipated, it’s that trust has shifted. It’s moved from away the establishment and authority, and moved toward the network of people.” —@gerrymcgovern at #Confab2018

— Joline Tang (@jolinetang) May 22, 2018

It’s day 1 of #Confab2018 and @gerrymcgovern is already making us rethink how we rebuild trust with our customers. pic.twitter.com/6u7GLSlrsm

— Confab Events (@ConfabEvents) May 22, 2018

“The essence of the web is getting people to work together in collaboration.” @gerrymcgovern #Confab2018

— Brittney Dunkins (@BrittneyDunkins) May 22, 2018

"The issue isn't if we are right or wrong…we need evidence of what is working and what isn't working." – @gerrymcgovern on measuring what truly matters. #Confab2018

Say bye to your ego. Do more of what works. pic.twitter.com/rN08NKLefu

— Clinton Forry (@wd45) May 22, 2018

“The best science is coming from multiple countries and multiple disciplines. And this is made possible by the internet.” —@gerrymcgovern at #Confab2018

— Joline Tang (@jolinetang) May 22, 2018

Progress is never even. We're always moving forward and backward. – @gerrymcgovern #Confab2018

— Gigi Griffis (@gigigriffis) May 22, 2018

"Is bringing people together hard? Yeah, it's hard. But that's how you get the best results. If we work in silos, we work to fail,” @gerrymcgovern says. #Confab2018 pic.twitter.com/h8UY9y8xZw

— Stephanie Blucker (@stephblucker) May 22, 2018

Looking at what makes the best science today: it's collaborative science that spans disciplines and comes from multiple countries and perspectives. This is because of "the network" – it's possible because of the web, says @gerrymcgovern #confab2018

— Zoe Barker Jacobs (@zoeibarker) May 22, 2018

Collaborative systems across disciplines and locale leads to higher net productivity — @gerrymcgovern shares studies that prove this time and time again. #Confab2018

— katiedel (@katiedel) May 22, 2018

It seems we have time to do it wrong, but we never have time to do it right. If you want to find the time to do it right, you do it…with collaborative effort. – @gerrymcgovern #Confab2018

— Gigi Griffis (@gigigriffis) May 22, 2018

New tech and tools are not the trick to higher productivity: shared knowledge and collaborative systems are. @gerrymcgovern #Confab2018

— katiedel (@katiedel) May 22, 2018

We need to ensure that content doesn't ebb as good design flows. We need to bring together all the components of the problem. #confab2018 #contentstrategy @gerrymcgovern

— Marli Mesibov (@marsinthestars) May 22, 2018

“It’s not that we need to get rid of silos, it’s that we need bridge builders.” —@gerrymcgovern at #Confab2018

— Joline Tang (@jolinetang) May 22, 2018

If we work in silos, just creating content or producing code, we work to fail. They know this in science. We need to know it too. @gerrymcgovern #Confab2018

— Pixels for Humans @ home (@pixelsforhumans) May 22, 2018

"Is it easy? No! It's horrible! But if we work in silos, we work to fail." @gerrymcgovern is not mincing words about how hard and how essential cross-department collaboration is to content strategy #Confab2018

— Leigh Bryant (@leighbryant) May 22, 2018

“If we’re not interacting with all aspects of the problem, we will fail. Multi-disciplinary, multi-cultural collaboration is necessary for success.” @gerrymcgovern #Confab2018

— Actually, (@eaton) May 22, 2018

"The best companies in the world are organizing around the customer. Collaborative systems are what deliver value for customer needs." @gerrymcgovern #Confab2018

— katiedel (@katiedel) May 22, 2018

“If we work in silos, we work to fail.” —@gerrymcgovern #Confab2018 pic.twitter.com/q7Jf1bjn0c

— Micheal Foley (@foleymo) May 22, 2018