The Netizens that contribute to the web typically refer to those who consume our contributions as users. I recall attending a workshop with Edward Tufte in which he commented on the fact that there are only two industries that refer to their clientele as users, the web, and the illicit drug industry.
These days, relationships are the killer app. So this got me to thinking, is the use of the word “users” conducive to relationships between service providers and clients, or does the syntax create the type of relationships in which the provider of the service is seen as ultimately replaceable and of ultimately low value? In other words, we engage in a discourse of valuating relationships based on roles. So if my role is that of a user, then it is up to me to use, not necessarily connect.
I think we should change the syntax and refer to users as clients instead. That way, the notion of value can be retained in the relationship in that it denotes a more meaningful connection between provider and accepter.
Users vs. clientsWhen we treat our customers like users, they use us. When we treat them like clients, we develop relationships.