Audience needs
Map a current situation involving audience needs; separate facts from assumptions and identify questions that need clarification.
All programmesMarketing & Customer Experience / PM-MAR-008
Communicating through Digital Channels
A practical programme in communicating through digital channels, connecting working concepts with team decisions and relevant workplace examples.
About the Course
This programme develops a working approach to communicating through digital channels in the context of customer needs and service outcomes. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on audience needs, message clarity and channel choice. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.
Course Objectives
- Explain the role of audience needs and identify the information required for a reliable assessment.
- Use a structured worksheet to examine message clarity and compare reasonable alternatives.
- Identify assumptions, missing evidence and implementation concerns related to channel choice.
- Prepare a customer improvement proposal and success measures for discussion with a marketing or customer-service team.
- Translate the exercise into a workplace action plan with owners, review points and measurable progress.
Who Can Benefit
- Marketing and account teams: apply audience needs to their responsibilities through a guided case and a course-specific worksheet.
- Customer-service supervisors: apply message clarity to their responsibilities through a guided case and a course-specific worksheet.
- Customer-experience and research professionals: apply channel choice to their responsibilities through a guided case and a course-specific worksheet.
Participant experience and learning needs are reviewed before the programme is confirmed.
Curriculum & Practical Work
Message clarity
Compare two approaches to message clarity; explain the expected benefits, limitations and information gaps.
Channel choice
Develop an action plan for channel choice; assign responsibilities and agree how results should be reviewed.
Learning Method
Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.
Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.