Okay, maybe communication never truly left … but our awareness of it has grown keen as we shape effective customer experiences in interactive media. Recently, Donovan (Director of User Experience) gave a presentation about web 2.0’s impact on the landscape of user (customer) experience.  He convincingly described how web 2.0 capabilities evolved as a response to user needs and allow the web to become, among other things, the communication medium people envisioned 10 years ago.

In this changed landscape of customer experience, what is communication exactly?  How do we ensure customers not only get our messages but also find them relevant and convincing?  How do we coordinate messages across multiple channels to deepen our relationships with customers?

As a start toward answering such questions, I just published “Rediscovering Communication“ for the online magazine UXmatters.  Please add your insights as we journey through this exciting landscape together.