Conversation has been consistently a model in my head of being human. For quite a while I’ve spoken about how we’re not taught at any time in our life how to ask a question, and how to talk on the phone. And most people think they know how to ask a question, and they know how to talk on the phone. And yet I found that 98% of questions are either bad questions or speeches. And most phone calls are terrible.
You have to think with your users, with your customers, what is your actual relationship? Are they your gods? Are they your guests? Are they a nuisance to you? Because you know where the power is.