When your content is complicated (think financial services, healthcare, etc.), it's hard to be human. But that's when it's most important. Here's how you can maintain your humanity in the face of obstacles.

1. Being
Human
(Even
When
it’s
Difficult)

2. Hello.
!
Keri
Maijala
|
@clamhead

4. www.flickr.com/photos/riddian

5. www.flickr.com/photos/riddian

6. www.flickr.com/photos/riddian

7. www.flickr.com/photos/riddian#NOTKIDDING

8. www.flickr.com/photos/riddian

9. www.flickr.com/photos/riddian

11. Record-­‐keepers
ShorAng
Asset
allocaAon
DerivaAves
Market
neutral
Defensive
shares
Liability
matching
Index-­‐linked
bonds

12. Anxiety
Guilt
DestrucAon

13. Relatable
Understandable
Human

15. “We
are
humans
building
products
for
humans.
What
we
say
and
how
we
say
it
maNers.
How
we
make
our
customers
feel
through
our
language
choices
maNer.”
Amy
Thibodeau,
“Write
Like
a
Human”

26. FIDUCIARY

27. At
no
addi;onal
cost
to
youFree

28. Based
on
Financial
Engines
and
Aon
HewiE
joint
study:
Help
in
Defined
Contribu;on
Plans:
2006
through
2012,
May
2014.
Research
results
presented
for
informa;on
and
evalua;ve
purposes
only.
Does
not
cons;tute
an
offer
of
advisory
services
or
a
recommenda;on
to
buy,
sell,
or
hold
any
investment.
Neither
Financial
Engines
nor
Aon
HewiE
guarantees
future
results,
and
a
diversified,
age-­‐appropriate
porXolio
is
not
a
guarantee
against
loss.
The
Help
category
includes
par;cipants
who,
at
the
;me
of
the
study,
were
target
date
fund
users
with
95%
or
more
of
their
porXolio
in
one
or
two
target
date
funds;
managed
account
users;
and
online
advice
users
who
used
the
service
in
the
prior
12
Recent
studies
have
found
that
people
who
get
help
do
beNer.

29. www.flickr.com/photos/riddian

30. Cold
ScruAnized
Difficult

31. NOW
WHAT?

32. 1.
Develop
a
good
relaAonship
with
your
legal
team
2.
Show
off
your
strengths
3.
Look
for
“educaAonal
moments”
4.
Distribute
decisions

33. 1.
Develop
a
good
relaAonship
with
your
legal
team
2.
Show
off
your
strengths
3.
Look
for
“educaAonal
moments”
4.
Distribute
decisions

35. Here’s
what
you
can
do

36. 1.
Use
the
legal
style
guide

37. 2.
Understand
how
your
company
is
different
than
other
companies

38. 3.
Copyedit.
Proofread.

39. 4.
Give
them
advanced
warning

40. 5.
Use
the
process

41. 6.
Don’t
go
around
them

42. 7.
Be
their
advocate

44. Last
week…

45. “You
know,
it’s
just
like
any
other
relaAonship.
Come
from
a
place
of
mutual
respect.
It’s
all
about
communicaAon.”
Keri
Gustafson,
Compliance
Manager

46. “It’s
like
jazz.
Music
operates
within
a
set
of
strict
rules.
It’s
the
job
of
musicians
to
be
creaAve
within
that
narrow
set
of
rules.
And
it’s
our
job
to
work
together
to
make
creaAve
content
within
our
narrow
set
of
rules.”
Dexter
Buck,
Chief
Compliance
Officer

47. 1.
Develop
a
good
relaAonship
with
your
legal
team
2.
Show
off
your
strengths
3.
Look
for
“educaAonal
moments”
4.
Distribute
decisions

51. 1.
Develop
a
good
relaAonship
with
your
legal
team
2.
Show
off
your
strengths
3.
Look
for
“educaAonal
moments”
4.
Distribute
decisions

52. FIDUCIARY

57. 1.
Develop
a
good
relaAonship
with
your
legal
team
2.
Show
off
your
strengths
3.
Look
for
“educaAonal
moments”
4.
Distribute
decisions

62. 1.
Develop
a
good
relaAonship
with
your
legal
team
2.
Show
off
your
strengths
3.
Look
for
“educaAonal
moments”
4.
Distribute
decisions
5.
BONUS:
Be
human

63. “Say
more
about
that.”
“I’m
not
sure
what
you
mean.”
“Can
you
describe
that
in
a
different
way?”
“That’s
perfect!
Can
we
say
it
like
that?”

64. Maximize
Robust
Engage
Leverage
OpAmize
Simply

67. EVERYTHING
KATE
KIEFER
LEE
SAID
YESTERDAY

68. So.

72. “Everything
that’s
difficult
you
should
be
able
to
laugh
about.”
Louis
CK

73. Thank
you.
Keri Maijala | @clamhead

74. All
images
my
own
or
All
Rights
Reserved
property
of
Financial
Engines,
unless
listed
below.
All
other
product
logos
and
celebrity
images
are
used
under
Fair
Use
guidelines.
401kcalculator.org
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