{"id":434,"date":"2018-11-04T20:19:09","date_gmt":"2018-11-04T19:19:09","guid":{"rendered":"http:\/\/www.strategicdesignscenarios.net\/lab\/?p=434"},"modified":"2018-11-05T17:37:39","modified_gmt":"2018-11-05T16:37:39","slug":"dear-administration-chere-administration","status":"publish","type":"post","link":"https:\/\/www.strategicdesignscenarios.net\/lab\/2018\/11\/04\/dear-administration-chere-administration\/","title":{"rendered":"Dear administration \/ Ch\u00e8re administration…"},"content":{"rendered":"

MORE EMPATHY IN ADMINISTRATIVE LETTERS\u00a0<\/strong><\/p>\n

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(Version fran\u00e7aise \u00e0 la suite)<\/em><\/p>\n

\u00ab\u00a0…for me it is out of question to answer just a refusal without explanation…\u00a0\u00bb<\/em>; \u00ab\u00a0…against an \u201cadministrated\u201d, I do not have to have emotions\u2026<\/em>\u00ab\u00a0; \u00ab\u00a0…we wanted to put a little sentence to encourage recipients to pursue their research…<\/em>\u00ab\u00a0; \u00ab\u00a0…for any positive mail elected are signing and for negative mail it\u2019s the administration that takes responsibility…<\/em>\u00ab\u00a0; \u00ab\u00a0…I appreciate a \u201csquare\u201d letter but that makes it mild…<\/em>\u00a0\u00bb ; \u00ab\u00a0…we do not show it on the outside: it is good administration. You can think what you want but you cannot write it…<\/em> \u00ab\u00a0; etc.<\/p>\n

These transcripts are significant of the challenges posed by the redesign of administrative letters, of emotions and differences of views that this subject raises… Indeed, behind an object that may seem too ordinary or trivial as an administrative mail, much deeper issues are hiding. These letters are the contact points (often still the main one) between public administrations and citizens. They embody the relationship with administration and they are often cold, neutral, technical and sometimes convoluted. \u00ab\u00a0Whether they announce good news, bad news or simply request information, administrative letters are the same, it may take the second paragraph to discover that a subsidies were finally granted or denied…<\/em>\u00ab\u00a0. Beyond the tone of the letters the image of the administration is at stake through these writings. In fact does the administration appear friendly, caring, encouraging with respect to citizens and stakeholders or does she considers them only as \u00ab\u00a0file numbers\u201d or \u2013 as public authorities used to say in French \u2013 \u201cadministrated\u00a0\u00bb devoid of humanity and sensitivity? Working on administrative mail is also questioning the place and freedom of action of the agents within the \u201cadministrative machine\u201d: how far can an agent add custom comments in a letter without being criticized because s\/he does not meet the mail standard? What is her\/his freedom every day in his relationship with citizens or businesses? When does a civil servant write and sign through her\/his own name?<\/p>\n

The Grand Est Region, concerned to put more empathy in the way the region speaks to its stakeholders offers this topic as a micro-case study as part of the training course: \u00ab\u00a0The public service design: towards new participatory approaches\u201d that Strategic Design Scenarios regularly assures the INET (National Institute of Territorial Studies) in Strasbourg. Within three days the participants \u2013 16 civil servants at management level \u2013 listen and discuss the subject posed by a cabinet member of President Jean Rottner and by Vincent Le Person, Managing the Support, Management and Assessment Mission. They go to the Region offices to interact with agents of four Departments: Human Resources; Vocational Training and Guidance; Europe and International Projects; Support Management and Assessment, about their expectations, challenges, suggestions for administrative mail. The next day, after a quick analysis of these interviews, the training participants draft a set of principles, apply them to the redesign of letters assigned by the various Departments that have agree to play the game of this experiment and went back to the Region offices to confront their views with their counterparts from the day before. In no more than 5 to 6 hours of work the 16 participants aimed at exploring the issue, producing first scenarios and contributing to the way the Grand Est Region will lead this project in the coming months.<\/p>\n

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Standardization and humanization…<\/strong><\/p>\n

\u00ab\u00a0I work with two colleagues of former administrations of Lorraine and Champagne-Ardenne Regions, <\/em>says an officer of the new Grand Est Region in discussion with the training participants, they do not have the same editorial culture than me!\u00a0\u00bb. The merging of the three regions poses problems of harmonization of practices and of convergence between the ways of doing of agents in different territories, it is undeniable. But in terms of administrative mails, this principle seems a bit limited and reveals the difficulty in preserving differences and specificities within large organizations. In other words is standardization mandatory if one wants to simultaneously re-humanize? Without violating the sacrosanct \u00ab\u00a0equal treatment\u00a0\u00bb shouldn\u2019t we seek to retain nuances in the ways of doing and local specificities in a country so attached to cultural identities and the colours of the land? Increase coherence without flattening, aligning without standardizing!<\/p>\n

Efficacy versus legitimacy…<\/strong><\/p>\n

In a previous similar exercise examining the administrative letters as part of a Residence with the 27th Region entitled \u00ab\u00a0Public administration in the corner of my street\u00a0[1]\u00a0\u00bb, beneficiaries of social assistance working together on administrative mails rebelled of their tone often accusatory and wounding. In addition, \u00ab\u00a0when the administration sends us a letter which is actually a collection of pre-written blocks assembled by a computer often without an agent has taken hold of this shipment,<\/em> said one of them, then the administration made a \u00ab\u00a0false\u00a0\u00bb. She pretends that someone wrote us this letter by signing \u00ab\u00a0your adviser\u00a0\u00bb as it is a machine that speaks. More transparency would be less stigmatizing for us!<\/em>\u00ab\u00a0. This reaction triggered then questions among officials of the CAF, MSA and other national administration who were taking part in the workshop.<\/p>\n

Similarly here, the participants in the INET training wonder how to make compatible for a regional administration on the one hand the necessary standardization of messages as a composition of legally validated blocks of text and on the other hand the preservation of a necessary quality of communication. The room for manoeuvre is narrow between firstly humanizing messages without suggesting that they were sent by people when this is not the case and secondly, introducing flexibility and humanity out of a dry and cold language…<\/p>\n

Two complementary directions of research could be mentioned at this stage:<\/p>\n

Participants in the training, all occupying a position of responsibility in territorial publics institutions lean towards what might be called a \u201cresponsible personalization\u201d: \u00ab\u00a0The institution shares basic standardized and validated blocks, summarizes one of them, then each Department, each agent start from this reference baseline and adapt it responsibly to ensure the quality of its communication coming out a little but not too much of the standards<\/em>\u00a0\u00bb<\/p>\n

In addition, today, natural language generation platforms\u00a0[2] also work by assembling preformated blocks but in a much more refined and sophisticated way than what is used today for the establishment of administrative letters. These systems introduce variability in the standard blocks, conditionality between the words used and the context of conversation, forms of artificial intelligences that make \u00ab\u00a0bots\u00a0\u00bb on internet or voice assistant of any smartphone seems to have more humanity than the letters of administration…<\/p>\n

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Non-verbal communication\u2026<\/strong><\/p>\n

Finally, why the shape of the letter shouldn\u2019t be suited to its content? When one announces good (or bad) news, why not showing it explicitly so that it is visible at a glance, immediately as soon as one opens the mail?<\/p>\n

Can\u2019t we avoid administrative jargon that speaks only to the agents themselves? When a grant is awarded mail usually begins with something like: \u00ab\u00a0The Standing Committee of the Regional Council decided, dated xxx, to give you a grant … ‘. Can we not say, \u00ab\u00a0Good news! The elected representative of the Region have decided to help you by giving you financial assistance! \u00ab\u00a0? The administrative engineering terminology is so ingrained in the daily practices so that the administration forgets that for most people, the words used do not correspond to anything?<\/p>\n

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Figure 1: Example of \u00ab\u00a0redesigned\u00a0\u00bb INET mail during training (on the left, the original mail, right the tentative redesigned version)<\/em><\/p>\n

An administrative letter is an issue…<\/strong><\/p>\n

What lessons can we learn from this exercise? A letter is a piece that has legal value, which involves the administration and must therefore meet very precise specifications … But isn\u2019t it this a first bottleneck in communication of administrations? An agile interaction with stakeholders may also pass through messages that are not legally binding? In other words if all you say in your daily conversations can be held against you – as when someone is arrested – then there is a chance that informal discussions between neighbours and citizen participation become even more arid… When an express mail service says that \u00ab\u00a0your package has been received at your city dispatching centre…\u00a0\u00bb it means that its distribution is in progress, but not that it will be in your hands the next day. When a train indicates an arrival time unfortunately it may be late that day… In the same way a connecting and citizen-friendly administration must use communication channels other than the sacrosanct administrative mail indicating that your grant application is in progress and in all probability a response should be delivered to you in 3 days without having to hide behind bristling legal precautions or lose face if this information is not confirmed!<\/p>\n

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Some principles for empathy…<\/strong><\/p>\n

To return to the original brief the training participants inspire from many examples of communication gleaned on the Internet, in advertising, in email and forms of exchange within social networks etc. A dozen \u00ab\u00a0New Administrative mails Writing Principles\u00a0\u00bb are produced each with one or two examples:<\/p>\n

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Finally, these principles are applied to rewrite and rethink the shape of some of the letters discussed with civil servant of the Grand Est Regio. They are just meant as examples, to show where it could lead, far from claiming to have solved anything of the complex issue of the redesign of administrative letters: it is a starting point, a food for thought as confirmed in conclusion the cabinet member who proposed the topic: \u00ab\u00a0this \u201cflash\u201d design exercise is understood as a basis for initiating a process that we want worked more in depth and especially with a user approach\u00a0\u00bb.<\/p>\n

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See you in a few months to receive the Grand Est Region completely redesigned mails!<\/p>\n

[1]https:\/\/residence27sgmap.wordpress.com\/la-27e-region-le-sgmap<\/p>\n

[2]For example Wordsmith, a natural language generation platform that transforms databases narrative. https:\/\/automatedinsights.com\/wordsmith\/<\/p>\n

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PLUS D\u2019EMPATHIE DANS LES COURRIERS ADMINISTRATIFS\u2026<\/strong><\/p>\n

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(English version above)<\/em><\/p>\n

\u00ab\u00a0\u2026pour moi il est hors de question de r\u00e9pondre juste un refus sans explication…\u00a0\u00bb<\/em>; \u00ab\u00a0\u2026vis \u00e0 vis d\u2019un administr\u00e9, je n\u2019ai pas \u00e0 avoir d\u2019\u00e9tats d\u2019\u00e2me\u00a0\u00bb\u00a0; <\/em>\u00ab\u2026nous avons souhait\u00e9 mettre une petite phrase pour encourager les destinataires \u00e0 poursuivre leur recherche…\u00a0\u00bb\u00a0; \u00ab\u00a0\u2026tout courrier positif c\u2019est les \u00e9lus qui r\u00e9pondent, tout courrier n\u00e9gatif c\u2019est l\u2019administration qui endosse la responsabilit\u00e9\u2026\u00a0\u00bb<\/em>; \u00ab\u00a0\u2026ce que j\u2019appr\u00e9cie c\u2019est un courrier carr\u00e9 mais qui arrondis les angles\u2026\u00a0\u00bb<\/em>\u00a0;\u00ab\u00a0\u2026on n\u2019affiche pas cela \u00e0 l\u2019ext\u00e9rieur : on est une bonne administration. On peut penser ce qu\u2019on veut mais on ne peut pas l\u2019\u00e9crire\u2026\u00a0\u00bb<\/em>\u00a0; etc.<\/p>\n

Ces quelques verbatims sont significatifs des enjeux que repr\u00e9sente le redesign des courriers administratifs, des \u00e9motions et diff\u00e9rences de points de vues que ce sujet suscite\u2026 En effet, derri\u00e8re un objet qui peut para\u00eetre aussi ordinaire voire anecdotique qu\u2019un courrier administratif, se cachent des enjeux bien plus profonds. Ces courriers sont les points de contacts (souvent encore principaux) entre les administrations publiques et les citoyen.ne.s, Ils constituent donc un objet de relation or les courriers administratifs sont souvent froids, neutres, techniques et parfois alambiqu\u00e9s. \u00ab\u00a0Qu\u2019on annonce une bonne nouvelle, une mauvaise nouvelle ou qu\u2019on demande simplement une information, les courriers administratifs ont la m\u00eame allure, il faut attendre parfois ledeuxi\u00e8me paragraphe pour enfin d\u00e9couvrir qu\u2019on a accord\u00e9 ou refus\u00e9 une subvention\u2026<\/em>\u00bb. Au-del\u00e0 du ton des courriers, c\u2019est l\u2019image m\u00eame de l\u2019administration qui est en jeu via ces \u00e9crits. En effet l\u2019administration appara\u00eet elle sympathique, bienveillante, encourageante vis \u00e0 vis des citoyen.ne.s\u00a0et des parties prenantes ou bien les consid\u00e8re-elle uniquement comme des \u00ab\u00a0num\u00e9ros de dossiers\u00a0\u00bb et des \u00ab\u00a0administr\u00e9.e.s\u00a0\u00bb d\u00e9nu\u00e9s d\u2019humanit\u00e9\u00a0et de sensibilit\u00e9 ? Travailler sur les courriers administratifs c\u2019est aussi interroger la place et la libert\u00e9 d\u2019agir des agents au sein de la machine administrative\u00a0: jusqu\u2019o\u00f9 un agent peut-il ajouter des commentaires personnalis\u00e9s dans un courrier sans se faire critiquer car elle.il ne respecte pas le courrier type\u00a0? Quelle est sa libert\u00e9 au quotidien dans sa relation avec les citoyen.nes ou les entreprises\u00a0? A quel moment un agent \u00e9crit-t-elle.il et signe en son nom propre\u00a0?<\/p>\n

La R\u00e9gion Grand Est, pr\u00e9occup\u00e9e de mettre plus d\u2019empathie dans la mani\u00e8re dont la r\u00e9gion parle \u00e0 ses interlocuteur.trice.s, propose ce sujet comme un micro cas pratique dans le cadre de la formation\u00a0: \u201cLe design de service public : vers de nouvelles d\u00e9marches participatives\u201d que Strategic Design Scenarios assure r\u00e9guli\u00e8rement \u00e0 l\u2019INET (Institut National des Etudes Territoriales) \u00e0 Strasbourg. Au sein des trois jours les participants \u00e0 la formation \u00e9coutent et discutent le sujet pos\u00e9 par une personne du Cabinet du Pr\u00e9sident Jean Rottner et Vincent Le Person, Responsable de la Mission Accompagnement, Pilotage et \u00c9valuation. Elles.ils se rendent \u00e0 l\u2019H\u00f4tel de R\u00e9gion pour \u00e9changer avec des agents de quatre Directions\u00a0: Ressources humaines\u00a0; Formation et orientation professionnelle\u00a0; Europe et international\u00a0; Accompagnement pilotage et \u00e9valuation, sur leurs attentes, difficult\u00e9s, suggestions en mati\u00e8re de courrier administratif. Le lendemain, apr\u00e8s une analyse rapide de ces entretiens, les participants \u00e0 la formation r\u00e9digent une s\u00e9rie de principes, les appliquent au re-design d\u2019un des courriers confi\u00e9s par les diff\u00e9rentes Directions qui se sont pr\u00eat\u00e9es au jeu de cette exp\u00e9rimentation et se rendent une nouvelle fois \u00e0 la R\u00e9gion pour confronter leurs points de vue avec leurs interlocuteurs de la veille. En pas plus de 5 \u00e0 6 heures de travail les 16 participants ont pour objectifs d\u2019explorer la question, produire des premiers sc\u00e9narios et contribuer \u00e0 la mani\u00e8re dont la R\u00e9gion Grand Est conduira ce chantier dans les prochains mois.<\/p>\n

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Standardisation et humanisation\u2026<\/strong><\/p>\n

\u00ab Je travaille avec deux homologues des anciennes administrations de Lorraine et Champagne-Ardenne,<\/em>nous dit un agent de la R\u00e9gion Grand Est en discussion avec les participants \u00e0 la formation,elles n\u2019ont pas la m\u00eame culture r\u00e9dactionnelle que moi\u00a0! \u00bb.<\/em>La fusion des trois r\u00e9gions pose des probl\u00e8mes d\u2019harmonisation des pratiques et de convergence entre les mani\u00e8res de faire des agents des diff\u00e9rents territoires, c\u2019est ind\u00e9niable. Mais en mati\u00e8re de courriers administratifs, ce principe d\u2019hamonisation n\u2019est-il pas un peu limit\u00e9 et r\u00e9v\u00e9lateur de la difficult\u00e9 \u00e0 pr\u00e9server des diff\u00e9rences et des sp\u00e9cificit\u00e9s au sein des grandes organisations\u00a0? En d\u2019autres termes doit-on obligatoirement standardiser si l\u2019on veut en m\u00eame temps r\u00e9-humaniser\u00a0? Sans enfreindre la sacro-sainte \u00ab \u00e9galit\u00e9 de traitement \u00bb ne doit-on pas chercher \u00e0 conserver des nuances dans les mani\u00e8res de faire, des sp\u00e9cificit\u00e9s locales dans un pays si attach\u00e9 aux identit\u00e9s culturelles et aux couleurs des terroirs\u00a0?\u2026 Mettre en coh\u00e9rence sans uniformiser, aligner sans standardiser\u00a0!<\/p>\n

Efficacit\u00e9 versus l\u00e9gitimit\u00e9\u2026<\/strong><\/p>\n

Dans un pr\u00e9c\u00e9dent exercice similaire examinant les courriers administratifs dans le cadre d\u2019une r\u00e9sidence avec la 27e<\/sup>R\u00e9gion intitul\u00e9e\u00a0\u00ab\u00a0L\u2019administration publique au coin de ma rue\u00a0[1]\u00a0\u00bb, des b\u00e9n\u00e9ficiaires de l\u2019aide sociale r\u00e9unis pour travailler sur les courriers d\u2019indus, s\u2019insurgeaient de leur ton souvent accusateur et blessant. De plus, \u00ab quand l\u2019administration nous adresse un courrier qui est en fait un assemblage de blocs pr\u00e9-\u00e9crits, envoy\u00e9s par un ordinateur souvent m\u00eame sans qu\u2019un agent ait eu la main sur cet envoi,<\/em>nous d\u00e9clare l\u2019un deux, alors l\u2019administration fait un \u00ab\u00a0faux\u00a0\u00bb\u00a0: elle feint qu\u2019une personne nous a \u00e9crit ce courrier en signant \u00ab votre conseiller \u00bb alors que c\u2019est une machine qui nous parle. Plus de transparence serait moins stigmatisant pour nous\u00a0!\u00a0\u00bb<\/em>. Cette r\u00e9action avait alors fait r\u00e9agir vivement les responsables de la CAF, MSA et des autres administrations r\u00e9unies pour l\u2019atelier.<\/p>\n

De la m\u00eame mani\u00e8re ici, les participants \u00e0 la formation INET, s\u2019interrogent sur comment rendre compatible pour une administration r\u00e9gionale la n\u00e9cessaire standardisation des messages sous forme d\u2019un assemblage de blocs de texte pr\u00e9enregistr\u00e9s et valid\u00e9s l\u00e9galement avec la pr\u00e9servation d\u2019une aussi n\u00e9cessaire qualit\u00e9 de la communication. La marge de man\u0153uvre est \u00e9troite entre d\u2019une part humaniser les messages sans pour autant laisser entendre qu\u2019ils ont \u00e9t\u00e9 envoy\u00e9s par des personnes quand ce n\u2019est pas le cas et d\u2019autre part, introduire de la flexibilit\u00e9 et de l\u2019humain pour sortir d\u2019un langage sec et froid…<\/p>\n

On peut indiquer 2 directions compl\u00e9mentaires\u00a0:<\/p>\n

Les participants \u00e0 la formation, tous occupant un poste \u00e0 responsabilit\u00e9 dans une institution publique territoriale penchent vers ce que l\u2019on pourrait appeler la personnalisation responsable\u00a0: \u00ab L\u2019institution partage une base de blocs standardis\u00e9s et valid\u00e9s,<\/em>synth\u00e9tise l\u2019un d\u2019eux, chaque Direction, chaque agent part de cette base de r\u00e9f\u00e9rence qu\u2019il adapte de mani\u00e8re responsable pour assurer la qualit\u00e9 de sa communication en sortant un peu mais pas trop de l\u2019\u00e9pure \u00bb<\/em><\/p>\n

En compl\u00e9ment, aujourd\u2019hui, les plateformes de g\u00e9n\u00e9ration de langage naturel\u00a0[2] fonctionnent aussi par assemblage de blocs pr\u00e9enregistr\u00e9s mais d\u2019une mani\u00e8re beaucoup plus fine et sophistiqu\u00e9e que ce qui est aujourd\u2019hui utilis\u00e9 pour la constitution des courriers administratifs. Ces syst\u00e8mes introduisent de la variabilit\u00e9 dans les blocs standards, de la conditionnalit\u00e9 entre les propos et le contexte de la conversation, des formes d\u2019intelligence artificielles qui font que les \u00ab\u00a0bots\u00a0\u00bb internet ou l\u2019assistant vocal du moindre Smartphone semble avoir plus d\u2019humanit\u00e9 que les courriers de l\u2019administration\u2026<\/p>\n

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Communication non-verbale\u2026<\/strong><\/p>\n

Enfin, la forme du courrier ne peut-elle pas \u00eatre adapt\u00e9e \u00e0 son contenu\u00a0? Quand on annonce une bonne (ou une mauvaise) nouvelle, pourquoi ne pas l\u2019afficher explicitement et que celle-ci soit visible en un coup d\u2019\u0153il, de mani\u00e8re imm\u00e9diate d\u00e8s que l\u2019on ouvre le courrier ?<\/p>\n

Ne peut-on pas \u00e9viter le jargon administratif qui ne parle qu\u2019aux agents eux-m\u00eames\u00a0? Quand une subvention a \u00e9t\u00e9 accord\u00e9e le courrier commence en g\u00e9n\u00e9ral par\u00a0: \u00ab\u00a0La Commission Permanente du Conseil R\u00e9gional\u00a0a d\u00e9cid\u00e9, en date du xxx, de vous accorder une subvention…\u00bb. Ne peut-on pas dire\u00a0: \u00ab\u00a0bonne nouvelle, les \u00e9lu.e.s de la R\u00e9gion ont d\u00e9cid\u00e9 de vous aider en vous accordant une aide financi\u00e8re !\u00a0\u00bb\u00a0? La terminologie d\u2019ing\u00e9nierie administrative est tellement ancr\u00e9e dans les pratiques du quotidien que l\u2019administration oublie, que pour une bonne partie des gens, les mots utilis\u00e9s ne correspondent \u00e0 rien\u00a0?<\/p>\n

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Figure 1: Exemple de courrier \u00ab\u00a0redesign\u00e9\u00a0\u00bb durant la formation INET (\u00e0 gauche, le courrier original, \u00e0 droite le courrier prototype)<\/em><\/p>\n

Les courriers c\u2019est grave\u2026<\/strong><\/p>\n

Quels enseignements peut-on tirer de cet exercice\u00a0? Un courrier est une pi\u00e8ce qui a une valeur l\u00e9gale, qui engage l\u2019administration et qui doit de ce fait r\u00e9pondre \u00e0 des sp\u00e9cifications bien pr\u00e9cises\u2026 Mais n\u2019est-ce pas l\u00e0 un premier goulet d\u2019\u00e9trangement dans la communication des administrations\u00a0? Une interaction agile avec les parties prenantes ne passe t\u2019elle pas aussi par des messages qui ne soient pas l\u00e9galement contraignants\u00a0? Autrement dit si tout ce que vous dites au cours de vos conversations quotidiennes peut \u00eatre retenu contre vous \u2013 comme c\u2019est le cas en \u00e9tat d\u2019arrestation \u2013 alors il y a des chances pour que les discussions informelles entre voisins ou la participation des citoyens deviennent encore plus arides\u2026\u00a0 Quand un service comme un courrier express vous signifie que \u00ab\u00a0votre colis a \u00e9t\u00e9 re\u00e7u au centre de tri de votre ville\u2026\u00a0\u00bb<\/em>cela veut dire que sa distribution avance mais pas qu\u2019il sera entre vos mains le lendemain. Quand un train indique une heure d\u2019arriv\u00e9e il se peut malheureusement qu\u2019il soit ce jour-l\u00e0 en retard\u2026 De la m\u00eame mani\u00e8re une administration communicante et proche des citoyens doit pouvoir utiliser des canaux de communication autres que le sacro-saint courrier administratif pour vous indiquer que votre dossier de demande de subventions avance et que selon toutes probabilit\u00e9s une r\u00e9ponse devrait vous \u00eatre remise dans 3 jours sans devoir s\u2019abriter derri\u00e8re une bard\u00e9e de pr\u00e9cautions l\u00e9gales ou perdre la face si cette information n\u2019\u00e9tait pas confirm\u00e9e\u00a0!<\/p>\n

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Quelques principes pour plus d\u2019empathie\u2026<\/strong><\/p>\n

Pour revenir \u00e0 la commande initiale les participants \u00e0 la formation s\u2019inspirent de multiples exemples de communication glan\u00e9s sur Internet, dans la publicit\u00e9, dans les messageries \u00e9lectroniques et les formes d\u2019\u00e9changes au sein des r\u00e9seaux sociaux etc. Une douzaine de \u00ab\u00a0Nouveaux Principes de R\u00e9daction des Courriers Administratifs\u00a0\u00bb sont \u00e9labor\u00e9s assortis chacun d\u2019un ou deux exemples\u00a0:<\/p>\n

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Enfin ces principes sont appliqu\u00e9s pour r\u00e9\u00e9crire et repenser la forme de quelques uns des courriers qui nous ont \u00e9t\u00e9 confi\u00e9s par la R\u00e9gion Grand Est, \u00e0 titre d\u2019exemple, pour montrer \u00e0 quoi cela pourrait aboutir, loin de pr\u00e9tendre avoir r\u00e9solu quoi que ce soit de la probl\u00e9matique complexe du redesign des courriers administratifs\u00a0: c\u2019est un point de d\u00e9part, une mati\u00e8re \u00e0 penser comme le confirme en conclusion la personne du Cabinet du Pr\u00e9sident Jean Rottner \u00a0: \u201cCe cas pratique \u00ab flash \u00bb est bien entendu comme une base pour amorcer un processus que nous souhaitons plus travailler et surtout avec une approche usager\u201d. <\/em><\/p>\n

Rendez-vous donc dans quelques mois pour recevoir de la R\u00e9gion Grand Est des courriers enti\u00e8rement repens\u00e9s\u00a0!<\/p>\n

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[1]https:\/\/residence27sgmap.wordpress.com\/la-27e-region-le-sgmap<\/p>\n

[2]Par exemple Wordsmith, une plate-forme de g\u00e9n\u00e9ration de langage naturel qui transforme des bases de donn\u00e9es en r\u00e9cit narratif. https:\/\/automatedinsights.com\/wordsmith\/<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

MORE EMPATHY IN ADMINISTRATIVE LETTERS\u00a0 (Version fran\u00e7aise \u00e0 la suite) \u00ab\u00a0…for me it is out of question to answer just a refusal without explanation…\u00a0\u00bb; \u00ab\u00a0…against an \u201cadministrated\u201d, I do not have to have emotions\u2026\u00ab\u00a0; \u00ab\u00a0…we wanted to put a little[…]<\/p>\n","protected":false},"author":2,"featured_media":435,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[7,8,1,5,6],"tags":[],"_links":{"self":[{"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/posts\/434"}],"collection":[{"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/comments?post=434"}],"version-history":[{"count":6,"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/posts\/434\/revisions"}],"predecessor-version":[{"id":468,"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/posts\/434\/revisions\/468"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/media\/435"}],"wp:attachment":[{"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/media?parent=434"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/categories?post=434"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.strategicdesignscenarios.net\/lab\/wp-json\/wp\/v2\/tags?post=434"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}