Understanding connections jargon

We said we would develop an online jargon buster to help customer understand technical terms and acronyms used in connections.

When one of our customers, was asked if there was anything else they wanted to tell us about our proposed 2016/17 ICE plan, he commented that it contained a lot of technical jargon that could be confusing to anyone not familiar with the connections process.

We want to ensure that all of our communications with customers are clear, concise and understandable, so in order to help make that possible we launched a jargon buster on our website in October 2016. This provides a glossary of commonly used terminology and its primary aim is to ensure that all of our customers – whatever their level of technical knowledge or experience – can decipher common industry terminology and acronyms to understand the service improvements we are making.

We developed the content for our jargon buster in collaboration with other DNOs through the ICE best-practice working group. Established in 2016, this is a network of DNO managers responsible for delivering the ICE programme, which meets quarterly to share best practice ideas that could benefit our connections customers.

We’re also proactively making a number of additional enhancements to our jargon buster that will add even more value to the glossary for our connections customers. This includes deeper layers of online support and help for them, linking the explanations in our jargon buster to other useful content on our website, such as FAQs, video content and other tools and information