Redish stc summit 2013

Janice (Ginny) Redish
Redish & Associates, Inc.
Bethesda, MD USA
www.redish.net
@GinnyRedish
Purposes, Personas, Conversations
– Practical techniques for everything you create

© 2013, Janice (Ginny) Redish Purposes, Personas, Conversations Slide 2
Everything you write serves a purpose
When you write this What do you want to happen?
A proposal for funding
Instructions for installing
an app
Online help for a task
An email to your boss asking
to go to the STC Summit
A web page about using
ladders safely

How do we achieve our purposes?
Flickr cc photo by Polandeze
Everything
we write
is part of
a conversation.

conversation is the contribution
of professional technical communicators
Asynchronous
Issuance of a TOP command results in a line
zero condition.
To go to the beginning of your file, type TOP
and press Enter.

Everything we write is for other people

What do we have to know about those people?
Quesenbery and Brooks,
Storytelling for User Experience,
Rosenfeld Media, 2010

For most of what we write,
the other person starts the conversation
You start the conversation
Flickr cc photo by Bradleyolin
He starts the conversation

Jenna enjoying red wine at a friend's house.
Next moment after this picture – Oops!
Thanks to Caroline Jarrett
for finding the example for me.

Removing Red Wine Stains
Vanish Oxi Action Powder removes wine stains easily.
Important: Follow the package directions.
Do not use on wool, silk, or leather.
Do not use on wood, metals, or other finished or coated surfaces.
Instructions
1.  Dissolve 1 scoop of Vanish Oxi Action Powder
in 4 litres of warm water. (warm = max. 40o)
2.  Soak the stained item.
•  Colored item – soak max. 1 hour
•  White item – soak max. 6 hours
3.  Wash as usual, adding 1 scoop of Vanish to the wash.
How I might revise the Vanish Oxi content

  plan
  organize
  write
  evaluate
Flickr cc photo by Polandeze
"Purposes, personas, conversations"
helps you

  plan
  organize
  write
  evaluate
helps you

Content strategy = thinking strategically about your content
Aligning content with business goals (Ahava Leibtag)
A repeatable system that manages content throughout
the content lifecycle (Rahel Bailie)
Develop and follow a content strategy
Halvorson and
Rach, 2012
McGrane,
2012
Bailie and
Urbina, 2012
Wachter-Boettcher,
2012

Content is everything you say
in all the ways you touch people
  text
  illustrations
  charts
  graphs
  tables
  forms
  videos
  podcasts
  blogs
  emails
  social media
  paper mailings
  and more

Content must be
  planned
  coordinated
  reviewed
  managed
and maintained
  removed
Content strategy = Governance
all with cross-group
collaboration
Break down those silos!

Content strategy = Resources
  People
  Who will write? edit?
illustrate? produce?
  What skills do
these people need?
  Technology
  What systems
and templates will you use?
  How will people be trained?
Flickr cc photo by Rowens27

Content strategy = Messages and more
Messages
Tones
Styles
Right content
in the right amount
to the right person
at the right time
in the right medium
Media
Voice

Plan at every level
  Why? (Purposes)
  Who? (Personas)
  What? (Conversations)

  Aligned with business goals and content strategy
  Measurable
  Specific
  Focused on your customers
Why? Purposes
$$$
$$ $

Be specific
http://www.
manageyourwriting.com/
Kenneth W. Davis

Focus on what you want people to do
because you wrote this content
to sell lots of shoes
people to buy the shoes we sell
to tell people how to get their driver's license
people to get their driver's license successfully
without frustration and without calling with questions
We want

Who? Personas
  Who they are
  Adjectives and phrases to describe
  Abilities
  Aptitudes
  Attitudes
Even assumptive personas can help
you focus on the people your copy is for.

What? Conversations

How I might revise Make an Appointment

http://www.uwmedicine.org/
Patient-Care/Our-Services/
Pages/Make-An-Appointment.aspx

helps you
  plan
  organize
  write
  evaluate
Don't hog the conversation.
Take turns.

Hear your reader
as you write.
What's a
SIM card?
It's not all here.
What do I do?

Cut to the essential message
– and put it first
2011

2013

"Bite, snack, meal"
from Leslie O'Flahavan,
www.ewriteonline.com.
Bite
Snack
Meal

Break up text with parallel, useful headings
www.gov.uk

www.ebags.com
Hear the conversation as you design and write
I like that bag,
but I wonder

Approved fumigation with methyl bromide
at normal atmospheric pressure, in
accordance with the following procedure,
upon arrival at the port of entry, is hereby
prescribed as a condition of importation for
shipments of yams from foreign countries.
How would you
say this in a
conversation?
Flickr cc photo
by Seattle Municipal Archives

Think "conversation"
even from sentence to sentence
If you are importing yams, [someone]
must fumigate them when they arrive
at the port of entry.
To fumigate yams, [that person] must use
this procedure:
  To do x,
  If x,
  Do x before
  After you do x, .
new
context
= given,
known
then

Talk to (and with) your customers
In the presentation, this slide had a visual
with two versions of the lead-in to a form:
  a noun-based description, followed by a call to action
  a conversational phrase as if the site visitor were speaking
The conversational phrase generated many more leads and sales.
https://whichtestwon.com/archives/19429
with permission to show but not to distribute

Give your customers a voice
In the presentation, this slide had a visual
with two versions of a call-to-action button.
One button used "my."
The other used "your."
"My" generated many more clicks.
https://whichtestwon.com/archives/20134
with permission to show but not to distribute

Let go of the words – but, sometimes,
add words the conversation needs
www.virb.com
Example from Josh Porter
http://bokardo.com
Jarrett and Gaffney,
2008

Content = Conversation
helps you
  plan
  organize
  write
  evaluate

Walk your personas
through their conversations
  Do usability testing!
  Even before that:
"channel" your personas
as they bring their conversations
to your content.
Barnum,
2010

Thank you! More questions?
Write to me:
ginny@redish.net
Morgan Kaufmann / Elsevier
2nd edition, 2012
@GinnyRedish
Ginny Redish
Ginny Redish
www.redish.net

Redish stc summit 2013

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