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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.

No: Yes:
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It is, we will, you are. It's, we'll, you're.