Presenters: Janice (Ginny) Redish, Whitney Quesenbery

Usable content lets users:

[1] Find what they need.

People find what they need when
. links use words they know
. content on information pages is in small pieces with good headings

[2] Understand what they find

People understand information when the content speaks directly to them with
. personal pronouns
. action verbs
. active voice
. words they know

[3] Use it to meet their goals

People achieve their goals when the content focuses on
. their questions
. their needs

Writing for the context

[1] Information – when people want answers

Usability goal: help people find their answer quickly and correctly with as little effort as possible.

Three basic guidelines for tuning content:
1. Say what you mean in a simple, straightforward way.
2. Break up walls of words.
3. Use informative headings.

[2] Instructions – when people want help completing a task

Usability goal: guide people through the task with minimal reading.

When you are writing instructions:
1. Use numbered steps, not blocks of text.
2. Put instructions in the order they will be used.
3. Put instructions where they are needed throughout the task.

[3] Interface language - when people want to get oriented with signposting and other labels

Guidelines for creating useful and usable words in the user interface:
1. Make labels and titles informative and active. Use the audience's words, not made-up names.
2. Put prompts or related links near where they are needed.
3. Be sure the link text matches the target page title.

References
 
Redish, J. C., 2007, Letting Go of the Words – Writing Web Content that Works, San Francisco:
Morgan Kaufmann.
Jarrett, C., www.editingthatworks.com
Nielsen, J. and Horlander, L. “Teenagers on the Web” http://www.nngroup.com/reports/teens/
Tullis, T. and Chadwick-Dias, A., Fidelity Investments' Eight Lessons Learned (from usability
testing with older adults), http://www.aarp.org/olderwiserwired/oww-resources/a2003-05-09-
fidelitylessons.html