Sessions at IA Summit 2012 about multi-channel

Friday 23rd March 2012

• Driving a Multichannel Experience from a Single Message

  by Margot Bloomstein

  E pluribus unum? Better yet, out of one, create many—many channels within a multifaceted but unified experience. That’s the challenge of experience design among constrained budgets, tight timelines, and unlimited interaction expectations. Content strategy’s communication foundation, the message architecture, can help you answer that challenge. First, we’ll discuss how to prioritize communication goals and develop a message architecture with a hands-on exercise—ideal whether you’re designing for the web, a mobile app, social media, or an offline experience. Then learn how to create consistency between long-form web copy, action-oriented forms, and pointed Tweets. Discover how to prioritize features and content types across platforms by looking at examples that do this well, and those that don’t. Finally, respond to responsive design with a strategy to adapt content across platforms but still stay true to the brand.

  • multi-channel

  At 1:45pm to 2:30pm, Friday 23rd March

  In Empire I, Hyatt Regency New Orleans

  Coverage slide deck

Sunday 25th March 2012

• A Different Grid: Multi-Channel Service Design, the African Way

  by Franco Papeschi

  Recent evolutions in mobile technologies are fostering new modes of interactions and allowing the creation of services that work seamlessly across devices. The same is true in Africa, given a penetration of mobile phones well over 50% of the population. The difference? Many: dumbphones instead of smartphones; low literacy level limits the possibility to use text-based services (be it web or SMS); scarcity of PCs; importance of community radios in rural areas.

  Starting from projects on voice-based services for farmers in West Africa, the talk presents some of the most interesting cases of multi-channel approaches – that combine different eras of technology in one service. It details the possibilities that voice-based interactions can give to illiterate people to access information available on the web, as well as create a community-based repository of information. In conclusion, it reflects on the learnings and how these can be applied to Europe and North America.

  • Africa
  • Emerging Markets
  • Mobile
  • multi-channel
  • Service Design
  • User Experience

  At 11:45am to 12:30pm, Sunday 25th March

  In Empire II, Hyatt Regency New Orleans

  Coverage slide deck