DGSB - Research News
Telcos and policymakers urged to get real and have a conversation with customers 
Deakin University's consumer behaviour expert, Dr Paul Harrison appreciates the irony contained in his latest research, which urges the telecommunications industry, a supplier of devices to help people talk, directly and quickly to each other, to bypass the device and the jargon and instead talk face to face with their customers.
The recommendation is one of several contained in 'Seeking Straight Answers - Consumer Decision Making in Telecommunications' is launched, September 7, at the Australian Communications Consumer Action Network (ACCAN) Congress in Sydney.
Senator Stephen Conroy, Minister for Broadband, Communications and the Digital Economy will speak at the congress followed by Dr Harrison who will be the keynote speaker.
The report, funded by Deakin University's Centre for Sustainable and Responsible Organisations and ACCAN, took the unusual but unique step of tracking consumers as they purchased mobile phones and telecommunication products finding out what they actually do and what they actually think.
Download the full report [3.64MB]
Not surprisingly, there was a lot of media interest in the research, and Paul spoke to many media outlets, including:
- ABC News, 09 September 2011 - The World Today
- ABC Radio National, 08 September 2011 - Life Matters
- ABC Radio, 07 September 2011 - The PM program
