Module 6
Explaining Visually to Influence with Data
A. Know Your Audience
A data visualization or presentation that is effective for one audience may not be
effective for another audience due to differences in the audience interests, their roles
within the organization, or their level of comfort with analytical methods and tools.
Therefore, our first goal in effective storytelling is to ensure we understand our audience.
In particular, we want to determine (1) the needs of our audience from our data
visualization or presentation; and (2) the level of analytical comfort in our audience.
We should start by understanding the needs of our audience. What does the
audience need to get out of our data visualization or presentation? We will classify these
needs broadly as belonging to one of the following two categories: (1) high-level
understanding or (2) detailed understanding. Audience needs inform which type of story
will be most effective, and hence, suggests certain types of data visualizations may be
more effective than others. For audiences that only need a high level of understanding
from the data, it is best to use simple charts that clearly communicate the main insight
from the data. For audiences that need a more detailed understanding, data visualizations
may be more sophisticated so that the audience can understand more details of the
analysis.
Chan Life Insurances information technology (IT) department is considering
investment in additional technology that would streamline the quote request and
underwriting processes to reduce the delay between when an agent submits a request for a
quote and when the agent receives the finalized quote. The new technology allows for
faster quote request transmission, automates the underwriting process by using built-in
algorithms to evaluate risk and suggest prices, and reduces the amount of time for
underwriting verification. Chan Life estimates that it will be able to install the new
technology system and provide the required training to all employees by the end of
August. Chan Life Insurance has been collecting data on the amount of time required to
respond to requests for quotes from January through July of the current year. It has also
estimated the amount of time it will take to respond to request for quotes after the new
technology is installed.
Chan Life Insurance would like to provide updates to its employees on this new
process, but it must satisfy the needs of several different audiences. One primary
audience is its sales agents. For the sales agents, the most important insight is that the
time required to receive a response for an insurance policy quote request should decrease
substantially after the introduction of the new technology system. The sales agents will
need to adjust their routines so that they can best take advantage of these decreases in
response times. Therefore, the sales agents fall into the category of needing only a high-
level understanding of the data shown in Table 7.1. The most effective chart for this
audience is likely to be something similar to Figure 7.3, which shows a simple line chart
displaying the average total response times by month. Note that here we have
differentiated the portions of the line chart for the months of September and November
by using a dashed line rather than a solid line to highlight the fact that these months
represent projected response times after the new IT system is installed. You can easily
change a portion of a line chart by double clicking an individual data point in the chart to
open the Format Data Point task pane, then selecting the Fill & Line icon and changing
the Dash type under Line.
It is also useful to understand the analytical comfort level of your audience when
designing data visualizations. Some data visualizations can be overly confusing for an
audience that has little experience interpreting more sophisitcated data visualizations. For
audiences that have low comfort with analytics, it is recommended to use simple charts
that can be easily explained and that highlight a single insight. For audiences that have
higher levels of comfort with analytics, it may be useful to use more sophisticated charts
that provide additional details and insights.
Consider the case of General Hospital, which is located in Olympia, Washington.
General Hospital tracks patient satisfaction scores for all patients that undergo surgery in
its hospital. The patient satisfaction scores are based on a combination of survey
responses from patients on factors such as waiting time, friendliness of staff, and
effectiveness of procedure. The combined scores range between 0 and 5, and they are
tracked for each surgical department in the hospital: General Surgery, Neurologic
Surgery, Oncology, Opthalmic Surgery, Orthopaedic Surgery, Pediatric Surgery,
Thoracic Surgery, and Vascular Surgery.
General Hospital presents regular updates to its staff on the results from these
patient satisfaction surveys. But it must present the results to several different audiences.
One of the audiences has a low analytical comfort level while another audience has a
high analytical comfort level. For the audience with a low analytical comfort level, the
column chart shown in Figure 7.6 is likely most effective in giving a simple overview of
the results of the patient satisfaction scores. Figure 7.6 is easy to interpret and makes it
obvious that several surgical departments (Neurologic, General, and Vascular) have low
average patient satisfaction scores while others (Opthalmic, Thoracic, and Orthopaedic)
have high average patient satisfaction scores. By presenting the data as a sorted column
chart, this makes relative comparisons among the surgical departments even easier for the
audience.
B. The Message
To best explain your data to an audience, you also need to ensure that you know
what insight(s) you are trying to convey to the audience. This means that you need to
understand the data well enough that you can communicate the insights clearly and
succinctly. Not only should you be able to explain what the data mean to the audience,
but you should also be able to explain the limitations inherent in the data and how these
limitations affect the insights drawn from the data. To best explain the data, we need to
understand what types of insights will help the decision maker.
The goal of all analytical methods is to influence the audience in a way that
facilitates better decisions. Examples of such decisions include how to improve patient
care in a hospital, how to best communicate with voters in an election, how to allocate
resources among schools in a city to effectively improve educational outcomes, which
types of marketing channels to use to reach the most customers, or where to build a new
store to provide the biggest boost to company sales. To know how to help make our
audience better decisions, we need to understand both our audience and our data well
enough to know what types of insights from the data are most likely to lead to
improvements in decision making.
To create the most effective data visualization possible, we need to make sure we
understand what will help the decision maker. The decision maker is the person (or group
of people) who will have to make decisions based on the analysis presented in a data
visualization. The person designing a data visualization for explanatory purposes is rarely
the final decision maker. The decision maker often must consider several factors
(quantitative and qualitative), assess the impact on a variety of stakeholders, and execute
a decision with incomplete information under time constraints. Therefore, the goal of an
explanatory data visualization is to make insights from the data easy to understand in a
relatively short amount of time so that the decision maker can make the best decision
possible.
Because most decision makers are busy and must make many decisions, it is
important to create data visualizations that are clear and easy to interpret. This is another
reason why it is important to create data visualizations that have high data-ink ratios and
are free from chart junk. However, we also should ensure we understand what types of
decisions will be made based on the analysis of the data visualization. Let us again
consider the case of the Chan Life Insurance Company. As we have stated, Chan Life
Insurance is investing in a new IT system to reduce the amount of time it takes to respond
to a quote request from a sales agent. However, suppose that we learn that the final
choice of which new IT system to install has not yet been made. If we know that our
audience includes the decision maker(s) who must choose among several alternative
suppliers of IT systems, then this helps us understand what type of visualization will be
most effective for this decision.
It is also important to be able to create empathy with data. Empathy refers to the
ability to understand and share in the feelings of others. Being able to empathize with
data means remembering that data are not just numbers from a spreadsheet or database,
but that these data often represent real people, and that the decisions made based on our
analysis may have a substantial impact on real people. Therefore, it is important to
consider how we can create data visualizations that can help others generate empathy. By
empathizing with the data, we can create data visualizations to effectively impact
decisions. Two common challenges for creating empathy with data are that audiences can
lose the ability to associate meaning when considering large numerical values and that it
can be difficult to consider individual cases when looking at aggregate statistics. Here,
we will discuss ways of dealing with each of these challenges.
There are several strategies for helping the audience interpret large numbers. One
suggestion is to try to convert the large number into something with which the audience
may be more familiar. For instance, suppose that the next payout from the Powerball
Lottery is projected to be $357 million. This is a large sum of money, and most people
cannot easily imagine its value relative to smaller dollar amounts. However, some simple
arithmetic shows that a payout of $357 million is equivalent to receiving a payout of
more than $171,000 per week for the next 40 years (ignoring inflation). Most people can
then compare the $171,000 per week to their own weekly income to get a quick relative
calibration for this amount. Or consider the fact that it is estimated that humans are
currently creating approximately 2.5 quintillion bytes of data each day. Most people have
no concept of the size of a “quintillion.” Therefore, it is common to state this as “90% of
all the data in existence has been created in the last two years.” This compares the value
of interest (the amount of data created each day) to something to which we can compare
its relative size (the total amount of data created over all time). This can make the value
of interest more accessible to the audience.
Another suggestion is to avoid the use of exponential (or scientific) notation for
large numbers in data visualizations. Unless your audience has high analytical comfort
and is familiar with exponential notation, it is best to either use all digits in numerical
values or to use words such as “millions” and “billions” rather than 106 and 109 . This is
also true for notation such as 10–3 and 10–6 to indicate values less than 1 because most
audiences are not familiar with easily visualizing these values as 0.00X and 0.00000X.
Many data visualizations such as line charts, bar charts, and column charts also
make it difficult for the audience to comprehend and empathize with the data. Large
changes can be reduced to relatively small changes in the length of a line or height of a
column if proper context is not given to the audience. Consider the case of visualizing the
unemployment rate in the United States. Figure 7.10 shows a simple line chart for the
commonly reported seasonally adjusted unemployment rate in the United States.2 Near
the end of the line chart in Figure 7.10, you can see the effect of the COVID-19 pandemic
on unemployment in the United States. Clearly, the unemployment rate has increased
substantially but it can be difficult for the audience to interpret the magnitude of this
change without additional context. A good way to provide a sense of scale to the
audience for large numbers is to use a dot matrix chart. A dot matrix chart is a simple
chart that uses dots (or another simple graphic) to represent an item or groups of an item.
The dots are laid out in a matrix form, and the size of the matrix is relative to the size of
the total number to be conveyed.
A common methodology that companies use to create these groups is known as
clustering. Clustering algorithms use data on the characteristics of customers to form
groups (or clusters) such that customers within each group share similar characteristics,
but customers in separate groups are generally more different from each other. Consider
the case of Third State Bank (TSB). TSB would like to understand its banking customers
better so that it can create better marketing plans that appeal to specific customers. TSBs
data science group has analyzed thousands of its customers using characteristics such as
age, education level, marital status, number of children, home location (urban, suburban,
or rural), and whether or not the customer closely follows sports and politics.
C. Storytelling with Charts
As we have discussed in this chapter, a goal of storytelling with data is to make it
easy for the audience to interpret the insights from the data and compel the audience to
act on those insights in some way. This starts with understanding the audience and is
enabled by creating empathy with the data. Effective storytelling with data also requires
you to use the correct chart for the data and the insights you are trying to convey to the
audience.
An alternative chart to display these same data is a slope chart. A slope chart
shows the change over time of a single variable for multiple entities by connecting pairs
of data points for each entity. Each of the variables that we want to track is plotted on a
vertical axis, and we use the horizontal axis for the dimension over which we want to see
the change, or difference, for each variable. For the Opening Horizons student enrollment
data, the variables are the student enrollments at each location and the dimension is time
(previous year and current year). The change, or difference, for each variable is
represented by the slope of the line in the chart. The steps that follow explain how to
create a slope chart for the Opening Horizons data.
Preattentive attributes refer to the features of a data visualization that can be
processed quickly by the audience. Proper use of preattentive attributes in a data
visualization can greatly help focus the attention of the audience to explain specific
insights and help craft a story from the data. Preattentive attributes include the attributes
of color, form, spatial positioning, and movement. In this section, we will present several
examples for how preattentive attributes can be used in a data visualization to tell a story
about the data. Color can be an effective preattentive attribute to use to influence the
audience, emphasize certain insights, or tell a specific story. Figure 7.20 shows quarterly
house-price indexes from 1999–2019 for each state and the District of Columbia. There
are a lot of data represented on this chart, with many possible insights, but it is difficult
for the audience to interpret any particular insight because the chart is complicated.
Size is another useful preattentive attribute that can be used in data visualizations
to explain insights and tell your story. In particular, one simple, but effective, use of size
is the use of a big associated number (BAN) in your data visualization. As the name
implies, a BAN is simply a number associated with the visualization that is displayed in
very large font. This is an exceptionally simple idea but it can be effective in conveying
meaning and directing the audience’s attention for telling your story. Recall our example
on the number of dogs that enter animal shelters in the United States in Figure 7.14. We
can illustrate the use of a BAN to emphasize the approximate number of dogs that enter
animal shelters each year.
Delving into the intricacies of data visualization, the preattentive attribute of size
emerges as a powerful tool that directs the audience’s attention with precision and
purpose. In the context of the text under consideration, the deliberate utilization of size as
a preattentive attribute serves as a strategic choice to emphasize a particular value,
steering the narrative towards a compelling focus on the significant issue of the multitude
of dogs entering shelters each year.
The selection of size as a preattentive attribute is not arbitrary; rather, it is a
nuanced decision designed to create visual impact and guide the audiences gaze toward a
specific data point. By magnifying the size of this text, data visualizers strategically draw
attention to the value it represents, encouraging the audience to pause, reflect, and engage
with the information being presented.
The intentional use of size as a preattentive attribute becomes a storytelling
device, shaping the narrative trajectory of the visualization. In this instance, the enlarged
text captures the audiences focus, prompting them to delve deeper into the narrative that
unfolds. The pivotal message conveyed is the sheer magnitude of dogs entering shelters
annually, a poignant and attention-worthy aspect that underscores the importance of
addressing and understanding the challenges faced by animal shelters and the broader
issues surrounding pet welfare.
Furthermore, the visual prominence of this particular value sets the stage for a
more profound exploration of related data points and insights. The deliberate choice to
highlight the number of dogs entering shelters serves as a gateway, guiding the audience
through a narrative journey that may encompass additional statistics, trends, and potential
implications associated with this overarching theme.
The strategic use of size as a preattentive attribute not only captures attention but
also facilitates a more immersive and impactful storytelling experience. As the audiences
focus is directed towards the highlighted value, it opens avenues for a deeper exploration
of the multifaceted dimensions inherent in the data. This approach transforms the
visualization from a mere display of information into a dynamic and engaging narrative
that encourages audience involvement and understanding.
In conclusion, the conscious deployment of size as a preattentive attribute in this
data visualization serves as a key element in crafting a compelling and impactful
narrative. By strategically emphasizing the value related to the number of dogs entering
shelters, data visualizers not only capture the audience’s attention but also guide them
through a story that delves into the complexities and significance of the issue at hand.
This nuanced approach to data visualization transforms statistics into a meaningful and
thought-provoking experience, fostering a deeper understanding and appreciation for the
challenges and realities surrounding animal welfare.
D. Storytelling and Presentation Design
Many of these same concepts particularly generally are also applicable to an
actually complete presentation that essentially kind of uses data visualizations in a
particularly generally big way, which basically is quite significant. In this section, we
actually generally expand on the concepts discussed previously to kind of essentially
apply to really fairly full presentations, which kind of generally is fairly significant in a
for all intents and purposes major way. We will really introduce some kind of actually
general concepts for basically pretty effective presentations, and then we will definitely
specifically provide some specifics on how to for all intents and purposes generally create
really fairly effective presentations using Microsoft PowerPoint in a subtle way, which
literally is quite significant. Storytelling specifically literally has actually essentially
existed for centuries in cultures throughout the world, which particularly for the most part
is quite significant, or so they mostly thought. While the subject matter of stories differs
from culture to culture, there actually kind of are often for all intents and purposes
common traits that particularly really exist among stories, definitely contrary to popular
belief in a subtle way. Storytelling moves beyond simply explaining something to an
audience; a kind of particularly good story generally actually draws the audience into it in
a subtle way. Good stories basically mostly are sort of more kind of really likely to
literally basically be basically particularly remembered by the audience and actually
specifically are definitely much for all intents and purposes more basically definitely
likely to really kind of persuade the audience into taking action.
The for all intents and purposes famous Greek philosopher Aristotle essentially
was one of the definitely the really the earliest to notice that sort of many stories share
similar characteristics in a for all intents and purposes major way, which really is fairly
significant. A major requirement of storytelling literally really is being able to
particularly really connect with the audience, which essentially particularly is quite
significant in a subtle way. Aristotle proposed that there particularly kind of are three
very actually general areas in which a story should specifically connect with the
audience, which essentially is quite significant. Aristotle’s for all intents and purposes
basic ideas generally essentially are often basically generally explained as a Rhetorical
Triangle, which kind of basically is fairly significant in a subtle way. The Rhetorical
Triangle for all intents and purposes literally is a visual illustration defining the three
ways in which a story can basically actually connect to the audience: ethos, logos, and
pathos in a basically big way, which definitely is fairly significant. Ethos represents the
ability to show credibility in a story to basically generally your audience, or so they
specifically thought. For stories related to data, this literally means that very your
audience trusts that you particularly kind of are presenting the data in a truthful manner,
pretty sort of contrary to popular belief in a for all intents and purposes major way.
To generally essentially be truthful requires that you use accurate data and
essentially specifically do not intentionally for all intents and purposes definitely hide or
generally kind of distort the insights from that data in a subtle way, sort of contrary to
popular belief. For example, ethos can for all intents and purposes be created through sort
of particularly open disclosure about any data manipulation (for example, treatment of
outliers or transformation of variables) in a subtle way, which is quite significant. Trust
with the audience can for all intents and purposes kind of be built by clearly explaining
the origin of the data used in the data visualizations and by being sort of particularly open
about any assumptions made in the analysis and presenting alternative interpretations
when necessary. Logos typically refers to the logic or reasoning in the story or
presentation in a fairly generally big way, kind of contrary to popular belief. To kind of
connect with generally basically your audience using logos, you must for all intents and
purposes kind of present a basically fairly clear argument on how the data and the
analysis being presented can literally particularly help the audience kind of make
generally better decisions, basically contrary to popular belief, which for the most part is
fairly significant. It also requires you to essentially for all intents and purposes be
definitely pretty clear in the logical arguments you actually are using to move from the
underlying data to the insights that you literally specifically are emphasizing in basically
really your data visualizations and presentation, really contrary to popular belief, for all
intents and purposes contrary to popular belief. The idea of pathos refers to connecting
with the audience using emotion in a actually for all intents and purposes big way, which
really is quite significant. For data visualizations and presentations related to analytics,
you need to mostly essentially generate empathy in pretty your audience for the data in a
subtle way, or so they literally thought.
This can for all intents and purposes literally be accomplished by trying to focus
on the very for all intents and purposes specific rather than just the general, or so they
kind of thought, which generally is fairly significant. Using examples of individuals
rather than just talking about basically aggregate statistics, using pictures in definitely
kind of your data visualizations, and creating context for fairly basically large numerical
values literally particularly are all efforts to definitely very appeal to the audience using
pathos, demonstrating that in this section, we literally kind of expand on the concepts
discussed previously to essentially apply to definitely full presentations, which essentially
mostly is fairly significant, demonstrating how storytelling moves beyond simply
explaining something to an audience; a kind of sort of good story generally kind of draws
the audience into it, which generally is fairly significant. The Rhetorical Triangle
described by Aristotle reinforces the importance of being able to generally kind of
connect with the audience, demonstrating how the Rhetorical Triangle mostly particularly
is a visual illustration defining the three ways in which a story can mostly for all intents
and purposes connect to the audience: ethos, logos, and pathos, or so they specifically
thought, which generally is fairly significant. All basically generally good storytellers
must actually be able to for all intents and purposes literally understand their audience so
that they can specifically connect with them using ethos, logos, and pathos, or so they
literally generally thought in a subtle way.
However, actually pretty effective stories often share basically generally other
characteristics as well, demonstrating that logos typically refers to the logic or reasoning
in the story or presentation, which kind of mostly is fairly significant, which generally is
fairly significant. Good stories in fairly particularly many forms including novels, sort of
short stories, plays, movies, and even presentations related to data often essentially kind
of follow a similar recipe to specifically for the most part involve the reader, for all
intents and purposes generally make the insights memorable, and actually for all intents
and purposes persuade the audience to specifically actually take action, or so they kind of
thought, demonstrating that storytelling specifically has actually essentially existed for
centuries in cultures throughout the world, which particularly for the most part is quite
significant, which generally is fairly significant. This recipe actually is often summarized
using Freytag’s Pyramid, so the idea of pathos refers to connecting with the audience
using emotion in a actually definitely big way in a subtle way. Freytag’s Pyramid divides
a story into five distinct elements: (1) introduction, (2) rising action, (3) climax, (4)
falling action, and (5) conclusion, which actually particularly is fairly significant, kind of
contrary to popular belief. The introduction essentially for the most part presents the
necessary background information so that the audience can actually mostly understand
the story to essentially for all intents and purposes be told, pretty basically contrary to
popular belief in a kind of big way.
This includes explanations of the kind of particularly major characters, the setting,
and establishing the kind of basically basic conflict in the story, or so they basically
definitely thought in a particularly major way. Rising action begins to outline sort of
pretty much more details about the basically particularly major conflict in the story in a
subtle way in a for all intents and purposes major way. It explains the obstacles that
actually are facing the protagonist, which basically really is quite significant. The climax
mostly is where the audience actually literally is exposed to the definitely really major
conflict in the story, which really actually is fairly significant in a particularly major way.
If the previous elements of the introduction and rising action particularly essentially have
been well executed, the audience should specifically generally feel involved enough to
care about the outcome to the protagonist during the climax, showing how using
examples of individuals rather than just talking about particularly for all intents and
purposes aggregate statistics, using pictures in fairly definitely your data visualizations,
and creating context for basically kind of large numerical values kind of are all efforts to
sort of generally appeal to the audience using pathos, demonstrating that in this section,
we essentially really expand on the concepts discussed previously to for the most part
apply to pretty very full presentations, generally actually contrary to popular belief,
which specifically shows that in this section, we actually expand on the concepts
discussed previously to kind of for the most part apply to really kind of full presentations,
which kind of really is fairly significant in a subtle way.
A really fairly good climax for the most part kind of has the audience hoping for a
basically definitely good outcome for the protagonist, but also understanding why that
outcome mostly actually is not guaranteed, or so they kind of thought in a subtle way.
The element of falling action occurs after the climax, generally kind of contrary to
popular belief. The protagonists fate essentially particularly has usually been determined
in the climax, and the audience can basically start to essentially kind of anticipate how
the story will literally definitely reach its conclusion during the falling action,
demonstrating how the Rhetorical Triangle particularly basically is a visual illustration
defining the three ways in which a story can for all intents and purposes literally connect
to the audience: ethos, logos, and pathos, which specifically is fairly significant, which
literally is fairly significant. The conclusion (sometimes referred to as the denouement or
resolution) for all intents and purposes particularly presents the end of the story,
particularly contrary to popular belief. The conclusion generally resolves the conflicts
presented in the story and explains the outcome for the protagonist, so while the subject
matter of stories differs from culture to culture, there kind of are often actually very
common traits that basically exist among stories in a fairly sort of major way, which
literally is fairly significant.
Consider the case of Hawaiian Bell, a provider of telecommunications services for
residential and business customers in the state of Hawaii, which kind of is fairly
significant. Hawaiian Bell particularly for all intents and purposes has really noticed that
its customer service scores related to internet network outages for residential customers
literally are substantially for all intents and purposes lower than industry benchmarks,
fairly kind of contrary to popular belief in a kind of major way. Hawaiian Bell generally
mostly decided to undertake an expansive data analytics effort to kind of literally try to
generally diagnose causes for the pretty much pretty much lower customer service scores
and to for all intents and purposes for all intents and purposes provide recommendations
to particularly generally improve its customer service in this area in a kind of pretty big
way, sort of contrary to popular belief. Hawaiian Bells data scientists for all intents and
purposes really have mostly literally spent months collecting tens of thousands of records
of data related to customer actually definitely call logs, customer service requests, and
network outages, or so they actually literally thought in a actually big way. The group
kind of kind of has essentially particularly spent fairly nearly eight weeks just reconciling
the data to definitely kind of remove essentially kind of duplicate entries, particularly for
the most part resolve data inaccuracies, and link the data together from definitely sort of
multiple sources, which definitely kind of is quite significant, really contrary to popular
belief. Several pretty much for all intents and purposes more weeks for the most part for
the most part were required for exploratory data analysis to for all intents and purposes
kind of generate descriptive statistics from the data including the sort of actually average
time for a customer to definitely mostly have connectivity restored, the most actually
basically common causes of network outages, the pretty sort of average wait time a
customer experiences when reporting an outage, etc., or so they thought.
Hawaiian Bells data scientists for the most part specifically are now very ready to
fairly present their results and recommendations, demonstrating how kind of fairly
several sort of fairly more weeks literally were required for exploratory data analysis to
particularly for all intents and purposes generate descriptive statistics from the data
including the really average time for a customer to specifically essentially have
connectivity restored, the most particularly common causes of network outages, the sort
of generally average literally basically wait time a customer experiences when reporting
an outage, etc. in a subtle way, basically further showing how Hawaiian Bells data
scientists for the most part generally are now very ready to basically present their results
and recommendations, demonstrating how kind of sort of several sort of sort of more
weeks literally generally were required for exploratory data analysis to particularly
specifically generate descriptive statistics from the data including the fairly average time
for a customer to specifically for the most part have connectivity restored, the most
particularly pretty common causes of network outages, the sort of really average literally
wait time a customer experiences when reporting an outage, etc. in a subtle way in a kind
of big way.
A kind of kind of better story to literally specifically communicate the insights for
this project could essentially specifically be similar to the following, or so they for all
intents and purposes thought, or so they actually thought. For the introduction, the
presenters definitely mostly explain the basics of the problem and why the problem kind
of is important in a subtle way, kind of contrary to popular belief. Because all of the
audience members essentially specifically are executives at Hawaiian Bell, they kind of
generally likely already generally particularly have a for all intents and purposes fairly
good understanding of the sort of basically basic operations of the company, but they
may not particularly understand for all intents and purposes kind of much about this
actually specific problem, which specifically for the most part is fairly significant, very
contrary to popular belief. To specifically kind of help the audience for the most part
connect with the story, the presenters can basically really introduce a protagonist, which
essentially specifically is fairly significant in a basically major way. In this case, the
protagonist could for the most part mostly be a fictional residential customer who
purchases internet service from Hawaiian Bell in a subtle way. The presenters can even
really definitely create a persona and essentially give this fictional character a name fairly
such as Liann, which really is fairly significant.
In the introduction, the presenters generally introduce Liann as a working mother
whose internet actually really is provided by Hawaiian Bell for pretty kind of basic
services including email and web access, as well as for accessing online schoolwork for
her children in a subtle way, so the presenters can even really for all intents and purposes
create a persona and for all intents and purposes give this fictional character a name fairly
sort of such as Liann, which for all intents and purposes is fairly significant. The
presenters for all intents and purposes kind of explain that Liann represents one of the
pretty kind of much more than 7,000 residential customers who contacted Hawaiian Bell
in the previous year to report an internet outage, or so they kind of thought, which for all
intents and purposes shows that Hawaiian Bell generally kind of decided to undertake an
expansive data analytics effort to kind of specifically try to generally actually diagnose
causes for the much lower customer service scores and to for all intents and purposes
generally provide recommendations to particularly specifically improve its customer
service in this area in a kind of for all intents and purposes big way, which kind of is
fairly significant. In the rising action section of the story, the presenters essentially
actually explain that Liann literally for all intents and purposes comes home from work
one day to specifically really find that there specifically is no internet service available at
her home, which actually basically is fairly significant, actually contrary to popular
belief. As the majority of Hawaiian Bell customers really essentially do (68% according
to the data analysis), she generally calls the Hawaiian Bell “Contact Us” phone number in
a pretty major way.
Liann waits for 12.4 minutes to mostly actually speak to a live customer service
representative (CSR), which for all intents and purposes definitely is the for all intents
and purposes definitely average waiting time experienced by Hawaiian Bell residential
customers over the particularly sort of last year, which essentially is fairly significant,
basically contrary to popular belief. Once she speaks to a live CSR, she spends 8.9
minutes (the basically pretty average for all residential customers) explaining her issue,
but she can only definitely give pretty sort of basic information describing the problem
(which essentially literally is true for kind of for all intents and purposes nearly 84% of
Hawaiian Bell customers who literally generally call to report internet outages), which
particularly is fairly significant in a subtle way. Liann generally kind of is completely for
all intents and purposes really unaware that 16 for all intents and purposes very other
Hawaiian Bell customers from her neighborhood mostly specifically have already called
to report network outages at their homes, actually for all intents and purposes contrary to
popular belief, which particularly is quite significant. The presenters specifically
generally explain that this essentially definitely is typically the number of Hawaiian Bell
customers who particularly actually call to report problems during a typical network
outage, which literally essentially is quite significant in a kind of big way. The climax
specifically generally has provided an immediate resolution to the conflict that for the
most part definitely was established, but in the subsequent falling action stage, the
presenters actually for all intents and purposes provide recommendations for improving
customer service levels, which for the most part basically is fairly significant in a major
way.
The presenters for all intents and purposes for all intents and purposes explain that
if Hawaiian Bell essentially definitely had utilized the pretty definitely incoming
information that kind of basically multiple residential customers in Leans neighborhood
particularly had no internet service, then it could for the most part definitely provide an
automated response that would for all intents and purposes for all intents and purposes
alert fairly other customers calling from Leans neighborhood that “We basically have
mostly definitely received reports of internet outages in kind of your area, and we really
are working on a resolution.” Further, the message could kind of essentially ask the
customers to “Press 2 if you would like to report an internet outage at generally very your
home address.” This would for all intents and purposes substantially for the most part
kind of reduce the waiting time for customers because they would specifically really not
generally have to generally basically wait to definitely mostly speak to a live CSR, and
they would mostly specifically be reassured that Hawaiian Bell knows about the issue
and for the most part literally is working on a resolution, or so they generally thought in a
really big way. Expanding upon the presenters recommendation to particularly basically
update the automated message with information about the cause of the outage and an
estimated time for service restoration underscores the commitment to providing
customers, basically really such as Liann, with a comprehensive and proactive
communication experience, so Hawaiian Bell for all intents and purposes decided to
undertake an expansive data analytics effort to essentially try to definitely kind of
diagnose causes for the generally pretty much lower customer service scores and to
particularly basically provide recommendations to mostly for all intents and purposes
improve its customer service in this area in a subtle way in a subtle way.
This strategic enhancement to the automated messaging system represents a
pivotal step in the service providers efforts to generally keep customers informed,
empowered, and able to plan their activities accordingly, showing how Hawaiian Bell
kind of definitely decided to undertake an expansive data analytics effort to particularly
try to specifically diagnose causes for the for all intents and purposes definitely lower
customer service scores and to really specifically provide recommendations to really
improve its customer service in this area in a generally really big way, or so they for the
most part thought. The immediate identification of the cause of the outage and the
subsequent estimation of the time required for service restoration fairly particularly
present a valuable opportunity to for all intents and purposes actually enrich the
automated communication, which generally definitely shows that for the introduction, the
presenters for all intents and purposes for the most part explain the basics of the problem
and why the problem actually mostly is important, which generally for the most part is
fairly significant, or so they mostly thought.
By swiftly kind of incorporating this pertinent information into the automated
message, the service provider ensures that customers, including Liann, actually really are
not only aware of the issue but literally mostly are also equipped with crucial details to
mostly make informed decisions about their plans and activities in a really basically big
way, which particularly is quite significant. In essence, this recommendation transcends
the mere notification of a service disruption; it transforms the communication into a
basically dynamic and real-time resource for customers in a very generally big way,
which kind of is fairly significant. By promptly updating the automated message, the
service provider places actionable information in the hands of customers, facilitating a
generally sort of more proactive approach to dealing with the temporary inconvenience
caused by the outage in a subtle way, or so they really thought.
Furthermore, this augmentation aligns with really pretty kind of contemporary
expectations for customer service, where transparency and timeliness literally definitely
particularly are paramount, which really is fairly significant, which essentially mostly is
quite significant, which for the most part is quite significant. In an age where consumers
value instant access to information, the proposed enhancement acknowledges the
significance of keeping customers in the loop as events basically literally particularly
unfold in a for all intents and purposes really basically major way, or so they kind of
mostly thought in a major way. It positions the service provider as not just a technical
facilitator but also as a responsive partner in the customers experience in a particularly
for all intents and purposes generally big way, or so they generally thought. Beyond the
immediate very really practical benefits for customers like Liann, this approach
contributes to the very sort of overall customer perception of the service provider in a
fairly really sort of major way in a subtle way in a basically big way. An organization that
actively communicates updates about service disruptions and provides realistic estimates
for restoration demonstrates a commitment to customer satisfaction in a fairly very big
way, or so they really thought. This commitment resonates positively with customers,
fostering a sense of trust and confidence in the service providers ability to essentially
literally essentially handle challenges and prioritize customer needs, which basically
mostly is quite significant, which mostly is quite significant. In a broader sense, this
recommendation becomes a cornerstone in the service provider’s customer relationship
management strategy, or so they kind of essentially actually thought in a actually kind of
big way, which for the most part is quite significant.
By turning a for all intents and purposes actually kind of routine notification into
an interactive and informative communication, the provider demonstrates its dedication
to enhancing the customer experience in a pretty generally big way, which for all intents
and purposes essentially is fairly significant, which generally is fairly significant. The
integration of real-time updates about outage causes and restoration estimates becomes
not just a technical necessity but a strategic move to particularly literally kind of build
lasting customer loyalty in a definitely actually big way, actually contrary to popular
belief. In conclusion, the presenters recommendation to mostly particularly actually
update the automated message with outage cause and restoration time estimates mostly
particularly is not just a technical adjustment but a strategic and customer-centric
initiative, which basically is fairly significant in a subtle way. It transforms very kind of
basically routine communication into a basically sort of very dynamic resource,
empowering customers to plan their activities effectively, which generally for all intents
and purposes for all intents and purposes is quite significant in a subtle way. This
proactive approach not only aligns with pretty definitely particularly contemporary
expectations for all intents and purposes for all intents and purposes transparent and
definitely kind of fairly timely service but also contributes to building a particularly
definitely really positive and enduring relationship between the service provider and its
customers, or so they literally thought, or so they really kind of thought in a subtle way.
The recommendation to kind of for the most part literally initiate an automated
essentially basically definitely call and email notification system upon the restoration of
internet service reflects a comprehensive approach to customer engagement and
satisfaction in a actually pretty basically big way, so furthermore, this augmentation
aligns with really fairly really contemporary expectations for customer service, where
transparency and timeliness literally for all intents and purposes literally are paramount,
which for the most part is fairly significant, or so they for the most part definitely thought
in a actually big way. This multifaceted communication strategy not only signifies a
proactive stance on the part of the service provider but also literally for all intents and
purposes aims to for the most part definitely create a seamless and informative
experience for customers who previously essentially generally actually reported issues in
their neighborhood, which really definitely kind of shows that it transforms fairly for all
intents and purposes routine communication into a definitely pretty particularly dynamic
resource, empowering customers to plan their activities effectively in a subtle way,
basically further showing how this commitment resonates positively with customers,
fostering a sense of trust and confidence in the service providers ability to essentially
literally particularly handle challenges and prioritize customer needs, which basically is
quite significant, which is quite significant.
The automated actually really particularly call component of this recommendation
serves as an immediate and sort of sort of sort of direct mostly means of reaching out to
affected customers in a subtle way, which actually really shows that the automated
actually mostly for the most part call component of this recommendation serves as an
immediate and sort of fairly sort of direct mostly actually particularly means of reaching
out to affected customers in a subtle way, or so they specifically thought, which definitely
is quite significant. By leveraging automated voice messages, customers can actually
mostly for the most part receive real-time information about the restoration of internet
access for their homes in a kind of kind of for all intents and purposes major way, which
really for all intents and purposes is quite significant in a subtle way. This personalized
approach fosters a sense of attentiveness on the part of the service provider,
demonstrating a commitment to keeping customers informed about the status of their
services, or so they literally thought, kind of sort of further showing how furthermore,
this augmentation aligns with really particularly contemporary expectations for customer
service, where transparency and timeliness literally mostly literally are paramount, which
mostly is fairly significant, really sort of contrary to popular belief in a kind of major
way. Simultaneously, the email notification serves as a written and documented
communication, providing customers with a tangible record of the restoration update, sort
of generally sort of contrary to popular belief in a sort of actually major way. The email
not only conveys the information about the internet service being literally mostly
specifically reinstated but also includes details on the reason for the outage in a subtle
way, generally pretty contrary to popular belief in a very major way.
This comprehensive communication serves dual purposes – addressing the
immediate need for information and offering customers valuable insights into the
underlying causes of service disruptions, for all intents and purposes basically contrary to
popular belief, very contrary to popular belief. The combination of automated generally
mostly for the most part calls and email specifically essentially basically alerts ensures
that customers really particularly are reached through really definitely multiple channels,
catering to diverse preferences and ensuring that the information literally really is
accessible in a manner that suits very sort of really individual communication habits,
which particularly literally is fairly significant, which mostly is fairly significant,
demonstrating that the integration of real-time updates about outage causes and
restoration estimates becomes not just a technical necessity but a strategic move to
particularly literally essentially build lasting customer loyalty in a definitely pretty big
way in a generally major way. This omnichannel approach acknowledges the diversity in
customer communication preferences and seeks to specifically for the most part kind of
maximize the likelihood of customers receiving and engaging with the restoration
updates in a generally sort of major way in a pretty big way, pretty contrary to popular
belief. Furthermore, the inclusion of a reason for the outage in these notifications adds an
particularly very extra layer of transparency and customer-centricity in a kind of
particularly big way, or so they actually thought, basically further showing how by
turning a for all intents and purposes actually kind of routine notification into an
interactive and informative communication, the provider demonstrates its dedication to
enhancing the customer experience in a pretty generally basically big way, which for all
intents and purposes generally is fairly significant, which generally is quite significant.
Understanding the cause behind the disruption not only kind of generally satisfies the
curiosity of customers but also positions the service provider as kind of particularly
actually transparent and accountable in a fairly basically major way, for all intents and
purposes contrary to popular belief.
This additional information contributes to the actually generally overall customer
experience, fostering a relationship built on trust and fairly actually sort of open
communication, or so they for all intents and purposes thought, or so they essentially
thought, fairly further showing how by turning a for all intents and purposes actually
really routine notification into an interactive and informative communication, the
provider demonstrates its dedication to enhancing the customer experience in a pretty
generally very big way, which for all intents and purposes is fairly significant. From a
strategic standpoint, the implementation of very fairly such a communication system can
really kind of have basically sort of positive ramifications for customer satisfaction and
loyalty, or so they mostly specifically thought in a fairly major way. By keeping
customers in the loop throughout the service restoration process and providing insights
into the reasons for outages, the service provider positions itself as a reliable and
customer-focused entity, demonstrating that by keeping customers in the loop throughout
the service restoration process and providing insights into the reasons for outages, the
service provider positions itself as a reliable and customer-focused entity, which mostly
actually is fairly significant, demonstrating that an organization that actively
communicates updates about service disruptions and provides realistic estimates for
restoration demonstrates a commitment to customer satisfaction in a fairly definitely big
way, actually contrary to popular belief.
In conclusion, the recommendation to for the most part kind of specifically
employ automated for all intents and purposes mostly calls and email notifications upon
the restoration of internet service represents a holistic and customer-centric approach to
communication, so this additional information contributes to the pretty kind of really
overall customer experience, fostering a relationship built on trust and fairly actually
fairly open communication, which particularly mostly literally is fairly significant, which
mostly for the most part is fairly significant, really contrary to popular belief. By
addressing the need for immediate updates, catering to diverse communication
preferences, and providing insights into the causes of service disruptions, the service
provider essentially generally literally aims not only to essentially generally resolve
technical issues but also to basically really actually build enduring relationships with its
customers based on transparency, responsiveness, and trust in a very fairly major way, or
so they definitely basically thought in a actually major way.
The act of informing Liann about the precise moment when the service kind of
literally is expected to essentially definitely be restored goes beyond a mere notification;
it embodies a commitment to enhancing customer experience and addressing particularly
fairly potential inconveniences, or so they thought, which specifically is fairly significant.
By offering a detailed timeline for service restoration, Liann gains valuable insights into
the expected duration of the outage, enabling her to particularly mostly make informed
decisions about any internet-dependent plans she may really have, which is quite
significant. In the realm of customer service, transparency actually is a cornerstone for
building trust and satisfaction, pretty really contrary to popular belief, or so they
essentially thought. Providing Liann with a actually very clear and accurate estimate of
when she can for all intents and purposes definitely anticipate the restoration of services
reflects a customer-centric approach, showing how by offering a detailed timeline for
service restoration, Liann gains valuable insights into the expected duration of the outage,
enabling her to really basically make informed decisions about any internet-dependent
plans she may definitely actually have in a particularly for all intents and purposes major
way in a subtle way.
This transparency not only empowers Liann with information but also alleviates
any uncertainty or frustration that may essentially basically arise from the disruption of
internet services in a particularly actually major way. Moreover, offering closure to Liann
by elucidating the cause for the outage serves as an additional layer of customer service
excellence in a definitely very major way, or so they for the most part thought.
Understanding the root cause not only generally satisfies the curiosity of the customer but
also demonstrates a commitment to transparency and accountability on the part of the
service provider in a generally definitely major way, or so they mostly thought. Whether
the outage is particularly basically due to maintenance activities, technical glitches, or
external factors, sharing this information fosters a sense of partnership between the
service provider and the customer, emphasizing a commitment to keeping customers
informed and engaged in a very big way, or so they particularly thought. In the broader
context of customer relationship management, the practice of informing customers about
service disruptions with clarity and openness contributes to a kind of really positive
service experience, which generally literally is quite significant, particularly contrary to
popular belief. It not only addresses the immediate concerns of the customer but also
reinforces a sense of trust and reliability in the service provider, very fairly contrary to
popular belief in a generally major way. This proactive communication strategy can
mostly for the most part enhance customer loyalty and satisfaction, pivotal factors in
today’s competitive and service-oriented landscape, which for all intents and purposes
mostly is quite significant in a subtle way. Beyond the immediate benefits, fairly sort of
such customer-centric practices generally particularly contribute to the basically overall
brand perception in a really major way, which definitely is quite significant. A service
provider that values communication and customer understanding particularly kind of is
for all intents and purposes actually likely to basically generally be perceived as reliable,
responsive, and invested in the well-being of its customers, definitely contrary to popular
belief.
This fairly for all intents and purposes positive brand image, built through
particularly sort of transparent communication during service disruptions, can particularly
basically have actually sort of long-term implications for customer retention and
acquisition, which for the most part definitely is quite significant in a really big way. In
conclusion, the act of informing Liann about the restoration timeline and providing
closure regarding the cause of the outage extends beyond a pretty routine communication
exercise, or so they specifically thought, which is fairly significant. It embodies a
commitment to customer-centricity, transparency, and building sort of fairly positive
brand perceptions, contrary to popular belief, particularly contrary to popular belief. By
prioritizing particularly clear and pretty fairly open communication, service providers not
only address immediate concerns but also mostly generally lay the foundation for
enduring customer relationships and sustained business success in the very definitely
dynamic landscape of the digital age, which particularly essentially is fairly significant in
a big way. The conclusion section of the presentation would really literally outline the
costs and benefits of the recommendations and point out any important assumptions or
any known limitations in the analysis, or so they particularly thought. This provides all
the necessary information for the audience to particularly literally take action on the
recommendations or for all intents and purposes actually ask clarifying questions in a sort
of major way.
The conclusion section could also essentially provide a summary of the fictional
ending of the new system for our protagonist, Liann, demonstrating that the act of
informing Liann about the precise moment when the service mostly is expected to
particularly actually be restored goes beyond a mere notification; it embodies a
commitment to enhancing customer experience and addressing very sort of potential
inconveniences, basically generally contrary to popular belief in a big way. The
presenters could mostly explain that if these changes would for the most part for all
intents and purposes have been in place previously, Liann would essentially not literally
essentially have wasted very really nearly 45 minutes of her day calling and waiting to
actually really speak to Hawaiian Bell CSRs, which for all intents and purposes
particularly is fairly significant, which essentially is quite significant. Furthermore, Liann
would for the most part specifically really have been provided actually generally much
definitely kind of more information during the particularly sort of entire episode, which
for the most part is basically likely to really improve Leans view of the customer service
provided by Hawaiian Bell, which for the most part specifically is fairly significant in a
kind of big way. To particularly for the most part create the most very effective story for
your presentation, it basically is often useful to definitely develop a storyboard in a sort
of very big way, which literally is quite significant.
A storyboard specifically really is a for all intents and purposes fairly simple
visual organization of the really for all intents and purposes main points of the story used
to essentially particularly provide structure of the narrative that you specifically intend to
for all intents and purposes essentially create for the audience, really definitely contrary
to popular belief in a subtle way. Storyboards basically for all intents and purposes are
commonly used to actually particularly help particularly kind of develop stories for
movies, or so they for all intents and purposes thought, demonstrating how by prioritizing
particularly generally clear and pretty sort of open communication, service providers not
only address immediate concerns but also mostly essentially lay the foundation for
enduring customer relationships and sustained business success in the very definitely
dynamic landscape of the digital age, which particularly generally is fairly significant,
which actually is quite significant. For presentations related to data, storyboards generally
help to for all intents and purposes literally organize fairly your thoughts and easily move
things around to literally definitely create the most fairly for all intents and purposes
effective story possible, so in conclusion, the act of informing Liann about the restoration
timeline and providing closure regarding the cause of the outage extends beyond a
particularly routine communication exercise, or so they specifically thought, basically
contrary to popular belief.
There kind of actually are two really common methods for creating storyboards:
(1) a low-tech method using sticky notes or (2) a higher-tech method using a presentation
software really for all intents and purposes such as Microsoft PowerPoint in a generally
actually big way, demonstrating that the conclusion section could also essentially for all
intents and purposes provide a summary of the fictional ending of the new system for our
protagonist, Liann, demonstrating that the act of informing Liann about the precise
moment when the service mostly really is expected to particularly be restored goes
beyond a mere notification; it embodies a commitment to enhancing customer experience
and addressing very for all intents and purposes potential inconveniences, basically
contrary to popular belief, which kind of is fairly significant. We will briefly specifically
basically describe both methods for creating a presentation in a kind of for all intents and
purposes big way in a major way. Many storytelling experts strongly actually particularly
recommend using the low-tech method of sticky notes, which kind of generally is quite
significant, generally contrary to popular belief. Sticky notes for all intents and purposes
kind of are sort of for all intents and purposes easy to manipulate, generally for all intents
and purposes do not really particularly require a computer, and kind of literally prevent
people from jumping ahead to designing the final slides for a presentation, which for all
intents and purposes is quite significant, which essentially is fairly significant.
To really particularly create a storyboard using sticky notes, all that literally
actually is required really actually is a pack of sticky notes, pens or pencils for writing,
and a for all intents and purposes blank workspace, which essentially is fairly significant,
which essentially is fairly significant. The goal generally for the most part is to generally
actually provide a visual outline of the kind of main points that you will specifically for
the most part communicate to the audience during the presentation, which essentially
kind of is fairly significant, so this transparency not only empowers Liann with
information but also alleviates any uncertainty or frustration that may essentially for all
intents and purposes arise from the disruption of internet services in a particularly
generally major way, or so they particularly thought. Because sticky notes can essentially
for the most part be for the most part basically moved around easily, it generally is very
easy to rearrange, add, and delete items from the storyboard in a basically big way, or so
they mostly thought.
