Audience
True or False: Anticipate any possible questions from your audience and address them in your communication
What is True
These symbols or icons should not be used in your communication.
What is an emoji?
They lead the North America and LATAM Service Delivery teams.
Who is Jean-François Amadei?
True or False: For ENT clients we recommend customers pause to understand their options. Once they know their migration plan solution, they may decide it is best to continue the project by implementing the new solution. These need to be evaluated on a case-by-case basis.
What is True?
The project milestones or the business impact/details of workaround.
What is background?
Avoid any of these to make sure you're hitting all of your audience (2 of 3 correct)
What is technical jargon, acronyms, or unnecessary information?
True or False: During a crisis, it is normal for a customer to get upset or emotional. Allow them to vent, do not interrupt and do not get defensive.
What is true?
On an interim basis they will take on leadership for Services while continuing to lead the Intelligent Delivery Group
Who is Augusta Spinelli?
Customers must enable alternative solutions immediately as payments will not be made to Vendors starting on this date
When is November 15, 2021?
They are used to logically group content?
What are Sub bullets?
Sometimes communications can be more difficult to read on these.
What is a Mobile App or mobile device?
Something you do not want to overdo
What are Phrases?
They live in Virginia and are a huge music fan
Who is Todd Tower?
Customers must enable alternative solutions immediately as payments will not be made to Employees and credit card providers starting on this date
When is December 15, 2021?
Top issues are stored in this section of your communication.
What is Current Status?
Audiences generally commit this much time to reading updates
What is 30 sec to 1 minute?
I believe that the customer has done a good job of testing the solution prior to go-live.
What is an Opinion?
They live in California and played college basketball
Who is Margaret Goetze?
If a customer asks questions about the Expense Pay Classic or Invoice Pay ACH solution retirement you should refer them to this person
Who is their respective CSM/CEE?
They make up the Anatomy of an update
What is Background, Current Status, and Next Steps?
Three things everyone looks for in an update
What is the problem, plan, and is the situation managed?
A strategy to defuse a situation.
What is Promise action, Not results?
They lead the Concur IDG Delivery Team
Who is David Breslin?
If customers take no action, the retiring SAP Concur solutions will be removed from their contract and the solutions will be retired effective on this date.
When is January 1, 2022?
Two elements of formatting that help the reader focus on communication.
What is white space and bold headers used for?