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Business analysis

The Five Whys - Need to go to the hardware store?

Imagine you work in a hardware store. You notice a customer puzzling over the vast array of electric drills.

She turns to you and says, I need a drill, but I don’t know which one to pick.

You ask “So, why do you want a drill?

“To make a hole.” she replies, somewhat exasperated. “Isn’t that obvious?”

“Sure,” you might say, “But why do you want to drill a hole? It might help us decide which drill you need!” “

Oh, okay," and she goes on to describe the need to thread cable from one room, to another.

Donna presenting this talk at DrupalSouth - Photo by Tim Miller

Update: Video of this talk is now available.

Communication is a skill most of us practice every day.

Often without realising we're doing it.

Rarely intentionally.

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