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In this session, Rhonda identifies common writing problems and offer practical strategies for fixing them. She emphasizes how achieving the ‘three Cs’—clarity, conciseness, and consistency—can reduce user confusion and result in user success, and, as a bonus, reduce word count and thus reading time, translation costs, and the cost of consumables, if printed.
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CLEAR, CONCISE, CONSISTENT:Reducing User Confusion
Rhonda BraceyWritersUA ConferenceMarch 2014
Why bother? Company reputation
March 2014© CyberText Consulting Pty Ltd
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From Twitter, approx. 5 Feb 2014
Why bother? Company reputation
March 2014© CyberText Consulting Pty Ltd
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User assistance is now very much part of the purchasing process (traditionally it was part of the support process after purchase)
From Twitter, approx. 8 Nov 2013
Why bother? Company reputation
March 2014© CyberText Consulting Pty Ltd
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From http://realbusiness.co.uk/article/24623-poor-grammar-on-websites-scares-59-away (12 Nov 2013)
Common UI/UA issues
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Inconsistent/incorrect grammar, spelling, punctuation
Unclear/verbose/potentially misunderstood user prompts/error messages
Illogical/inconsistent task flows
Inconsistently labeled buttons, icons, fields, screens/dialog boxes
Inconsistently placed buttons, icons, fields, screens/dialog boxes
Unnecessary tasks, fields, screens/dialog boxes
Inconsistencies between screens/dialog boxes
(Adapted from: http://writeorrevisedaily.wordpress.com/2012/01/04/add-value-to-gui-design/)
Three Cs of communication
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Clear
Concise
Consistent
Reduce CONFUSION
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Takeaways: Be specific Avoid vague, wishy-washy words Use commas to remove ambiguity Use plain language
Be clear
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Be clear…
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Terminology (avoid vague words like ‘it’, ‘this’, ’they’, etc.)
Punctuation (use the serial [Oxford] comma to remove ambiguity)
Structure (write lists as dot points, numbered steps; word order)
Object/subject (who is doing what to whom?)
Plain language (how would you explain to a spouse/parent/child)
Dates/times (avoid relative words; be specific)
Be specific
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What’s wrong with these words?: it, they, their this, these
These words are meaningless unless it’s absolutely clear what ‘it’ etc. refers to The bomb is connected to a red and to a blue wire. Cut it to
defuse it. Other vague words to avoid:
Quite, mostly, slightly, sort of, somewhat, pretty (e.g. ‘pretty hard to tighten’ vs ‘hard to tighten’)
Ban relativity!
March 2014© CyberText Consulting Pty Ltd
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What’s wrong with these words?: Currently, recently, now, yesterday, today, tomorrow Last/this/next week/month/year New, modern Five years ago, two decades ago, last century
These words are meaningless unless you know what date is used as the anchor point
Watch for season names if your readers aren’t localSee also: http://cybertext.wordpress.com/2010/07/29/dating/
Use commas to remove ambiguity
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Add commas if there’s ANY chance the items could be read as one and thus misinterpreted e.g. ‘red, white, black
and blue’ versus ‘red, white, black, and blue’
Use commas…
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…to separate items that shouldn’t be treated together
How commas can change meaning
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No commas: This initial workshop identified the work scopes and phasing generated several
different sourcing strategies for those work scopes and proposed selection criteria to compare the sourcing strategies to best benefit the [project].
Single comma added (after ‘work scopes’): This initial workshop identified the work scopes, and phasing generated several
different sourcing strategies for those work scopes and proposed selection criteria to compare the sourcing strategies to best benefit the [project].
Multiple commas added: This initial workshop identified the work scopes and phasing, generated several
different sourcing strategies for those work scopes, and proposed selection criteria to compare the sourcing strategies to best benefit the [project].
About grammar ‘rules’
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‘...language is fluid. …there really are no rigid rules of grammar except the rule of clarity. Grammar rules, with the clarity exception, are merely conventions or suggestions upon which a large group of society have agreed. They are not intended, except by the fanatical few, to be blindly adhered to and applied.’From Rich Adin: http://americaneditor.wordpress.com/2013/12/23/faux-controversies-and-the-singular-plural/
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Takeaways: Get rid of words that don’t add meaning
(‘empty calories’) Use plain language Switch words around
Be concise
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Be concise…
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Remove all unnecessary words
Remove all repetitive/redundant words
Switch the words around
Use plain, simple language
But: Clarity (‘be specific’) trumps brevity (‘be concise’)
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Tighten up!
Before After Comments
…in close proximity to…
…close to……near…(even better, be specific about the distance)
• Proximity is a synonym for nearness, so ‘close proximity’ is redundant. Use the simpler ‘close to’ or ‘near’, which are also easier for readers to understand.• These terms are very fuzzy. Does close proximity/
close to/near mean 10”, 10 yards, or 10 miles? If you can, be specific as to the distance.
The major systems … are summarised below:
The major systems … are:
• Often, ‘summarised below’ (and ‘the following’) can be deleted from an intro to a bullet list without affecting meaning.
March 2014© CyberText Consulting Pty Ltd (From: http://cybertext.wordpress.com/2011/11/10/tighten-up-your-writing-by-removing-redundantunnecessary-words/)
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Tighten up… and use plain language
Before Afteron an annual basis annually (or yearly)can be in excess of ten years can exceed ten yearsin the event of … occurring if … occursin order to tothat is able to can
March 2014© CyberText Consulting Pty Ltd
BONUS! Reduced word/character count reduced printing, editing, and/or translation costs Before = 23 words / 98 characters After = 8 words / 43 characters
Switch words around
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Avoid ‘however’, ‘therefore’, ‘thus’ etc. in the middle of a verb phrase: ABC are however found… However, ABC are found… XYZ is therefore cancelled. Therefore, XYZ is cancelled.
Keep phrases close to what they belong to; shift phrases that may be misinterpreted: The University increased English language proficiency entry
requirements across all competency categories commencing in 2013. Commencing in 2013, the University increased English language proficiency entry requirements across all competency categories.
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Before and after
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Befo
reAft
er
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Before and after
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Befo
reAft
er
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Takeaways: A consistent document/interface (words,
structure, formatting) is easier to read Use style guides to help maintain consistency—
you can’t remember everything all the time Keep lists parallel
Be consistent
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Be consistent in your use of…
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Terminology (use dictionaries, internal/external style guides etc.; use the same word for the same thing—EVERY time)
Tense (past, present, future)
Voice (active/passive; 1st/2nd/3rd person)
Structure (e.g. parallel structure for lists)
Punctuation (e.g. for lists)
Formats (e.g. dates/times, measurement/currency units)
Capitalization
Inconsistency = User ‘frustration and irritation’
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“When [behaviour] is inconsistent and erratic, it is difficult to know what to expect, and occasional positive surprises are not enough to overcome the frustration and irritation caused by never knowing quite what to expect.”Donald A Norman Emotional Design: Why we love (and hate) everyday things (2007)
External style guides
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Document standard conventions used in your country, industry etc. spelling, grammar, punctuation, capitalization, hyphenation adherence to legal requirements (e.g. copyright, trademarks) design consistency (e.g. typography, layout)
Include dictionaries and other reference authorities Don’t reinvent the wheel!
External style guides: Examples
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General: Chicago Manual of Style
Specific: Microsoft Manual of Style Society of Petroleum Engineers: Style Guide
Internal style guides
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Document decisions that: differ from your main external style guide are unique to your product/company
Document product- /company-specific terminology: e.g. NetForms, Netforms, Net Forms, Net forms…
Help maintain consistency of spelling, capitalization, hyphenation, punctuation, etc.
Detail treatment of specific types of elements: e.g. user-entered data, field names, tap versus click
Internal style guide: Example
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Share your style guide with all your team, not just the writers
Internal style guide: Example
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Keep lists parallel
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Non-parallel lists are harder to read Verbs as first words in the list are either all ‘-ing’
words or not, but rarely (or never) a mixture Watch for plural agreement Check that the first words of each list item match:
Before: Photo organization Adjusting photos How do you print a picture? How to apply an effect to a photo
After: Organizing photos Adjusting photos Printing Applying effects
31 Examples
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Clear AND concise
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High-level steps to show user progress
Words AND simple diagrams
Related info in Note
Next action is clear
Lots of white space
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Be clear
March 2014© CyberText Consulting Pty Ltd
Issues:
Sentence structure (readability)
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Be clear AND concise
March 2014© CyberText Consulting Pty Ltd
Issues:
Sentence structure
Unintelligible (what action must user take next?)
Excess words
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Be consistent
March 2014© CyberText Consulting Pty Ltd
Issues:
Confusing instructions (‘or’ v ‘and’)
Impossible action (‘hit’)
(from Jack Molisani, Nov 2013)
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Be consistent AND clear AND concise
March 2014© CyberText Consulting Pty Ltd
Issues:
Inconsistent use of capitalization
Excess words (readability)
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Don’t forget screenshots/diagrams
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Use clear diagrams
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Use clear labeling
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Four hours later….
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And then there’s this…
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Helpful resources
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Writing/editing tips, techniques, and checklists: http://www.jeanweber.com/newsite/?page_id=5
http://www.plainlanguage.gov/howto/wordsuggestions/index.cfm
http://www.plainenglish.co.uk/free-guides.html Achtelig, Marc. Writing plain instructions. ISBN
978-3943860085 Kohl, John R. The Global English Style Guide. ISBN
978-1599946573
The final word…
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From Twitter, approx. 5 Feb 2014
So make sure your content is clear, concise, and consistent.
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Any questions?
Contact me: [email protected] http://www.cybertext.com.au Blog: http://cybertext.wordpress.com Twitter: @cybertext
Thank you…
March 2014© CyberText Consulting Pty Ltd