I received this in the mail recently. It came from Rogers, one of the major communications services providers here in Canada. I use them for cell, broadband and cable TV (they also do landline, but we use another company for that). This document is an instruction manual for how to interpret the new format that my monthly invoices will soon be sent in. Shown here is the cover page of the 7-page pamphlet, and a sample interior page.
Does anyone have a problem with this? Should a document you send to your customer asking him or her for money need a freakin’ User’s Guide? Let me break down my righteous indignation into sections:
1. It’s made of dead trees. Both this brochure and my (soon to be 11 pages long) monthly bill. They know I have internet access – I have a @rogers.com email address for heaven’s sake. Can’t you bill me electronically?
2. This is a platform for regularly communicating with me. If you made it interactive, you could learn a bunch about how to serve me better, which I would gladly pay for. If this were presented online, there could be feedback questions scattered throughout. E.g., they might ask me why I don’t use their landline service. Perhaps I have a fear that it will slow my internet access, which they could then allay. They could ask me about my level of satisfaction with each of the services I do use. They could get better, which would make me happier and more likely to recommend them to my friends.
3. If you put all this effort into redesigning the presentation of your bill, and then feel the need to send instructions on how to read it, maybe the design isn’t that hot. It’s called the drawing board, guys: get back to it.