This came through the other day. It’s a counterpoint to the GDS stuff I was talking about before.
In this online world a mostly off-line (public) service knows it needs to get smarter, and the way it’s going to do this is with algorithms and digital systems. But it’s recognised that this more digital behaviour might effect some of it’s more off-line customers negatively. So they’ve communicated in the most relevant and appropriate medium what’s happening, why, and what it will mean for the end user. Good communication that’s all.
(I’ve realised here I think I’ve started mixing up off-line, non digital and human as the same thing. Weird)