I am bit late with my posts, but I really wanted to grasp and fully understand the presenters before writing down my thoughts. During the presentations I did type a few notes, but did not want to post incomprehensible jargon.
She discussed the importance of practicing empathy. Although technology changes and improves over time, the way a human processes thoughts and emotions stays constant over time. As an organization we need to remember that our patrons are humans with intent and purpose.
One quote I found interesting is her definition of "user = a person with a relationship to your organization"
When you listen to someone speak you are exposed to the "Surface: opinion, preferences, explanation," but when you dig deeper you begin to understand the "depth: reasoning, reactions, guiding principles, and decision-making, and ultimately the source of their reasoning."
To find out more info about the Keynote Speaker you can visit her site here.
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