Best Practices: Have a conversation
Have a conversation
Be human! Lose the formality
No need to be too formal! Write what you would say to them if you were talking on the phone.
Think in short stories (scenarios):
- Write in terms of "who does what to whom."
- Use active voice, personal pronouns, action verbs, & contractions.
When users "think aloud" through a paragraph in typical academic style, they translate the passive, noun-based writing into scenarios.
|An acknowledgement of the order will be issued via an e-mail message when payment is made by credit card.||If you pay by credit card, we'll send you an e-mail acknowledging your order.|
|It is, we will, you are.||It's, we'll, you're.|