1. Richard Green Service Improvement Team

2. Communicate Impart Transmit Convey Giving or exchange

3. The human radio ‘Given good transmitting conditions, and transmitter and receiver tuned to the same wavelength, perfect reception can be effected.’ Smallbone (1969)

4. SenderMessageReceiver

5. SenderMessage Receivers

6. SenderMessage R R R R R R R R R OL Katz and Lazarsfeld (1955)

7. SenderMessage R R R R R R R R R OL R OF

8. SenderMessage R R R R R R R R R OL R OF

9. SenderMessage R R R R R R R R R OL R OF Channel Noise Feedback R R

10. Awareness Interest Evaluation Trial Adoption Rogers (1962)

11. Communications Objectives Unawareness Awareness Comprehension Conviction Action Attention Interest Desire Action

12. Innovators (2.5%) Early adopters (13.5%) Early majority (34%) Late majority (34%) Laggards (16%) Rogers