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Communicating Change
Speaker Scott Kubie (@scottrocketship)
Hashtag #commchange
March 24, 2012 — Information Architecture Summit
Saturday, March 24, 2012
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Who’s working on
something that will
never change?
#commchange
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#commchange
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Change is a feature.
#commchange
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Why communicate
change?
#commchange
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Why communicate
change?
User success.
#commchange
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Poor communication
decreases success...
which impacts
revenue.
#commchange
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Web apps are often
updated without a
user’s consent or
awareness.
#commchange
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We’re making
it better.
#commchange
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We’re making
it better.
Not an excuse.
We’re making
it better.
#commchange
Saturday, March 24, 2012
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Even things that are broken
or complicated become
things some customers
want to protect from
change because they’re
familiar with the intricacies of
how those things work.
Jason Fried:
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RTFM?
#commchange
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WTFM.
#commchange
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⌘+C
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⌘+C
⌘+V
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Consider describing specific
bug fixes. If a new version of your
application contains bug fixes that
customers have been waiting for, it
can be a good idea to mention this
in your description.
iOS HIG:
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Really have nothing to say?
Show us you care anyway.
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Really have nothing to say?
Show us you care anyway.
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Really have nothing to say?
Show us you care anyway.
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How do great teams
communicate about
change?
#commchange
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Communicate:
#commchange
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Communicate:
1. In advance
#commchange
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Communicate:
1. In advance
2. In context
#commchange
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Communicate:
1. In advance
2. In context
3. In perpetuity
#commchange
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In advance:
Communicate
change early
and often.
#commchange
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51 comments
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In context:
Communicate
change within
your interface.
#commchange
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Photo: redninja24 on Reddit
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In perpetuity:
Document
change for the
long-haul.
#commchange
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Communicate:
1. In advance
2. In context
3. In perpetuity
#commchange
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Stepping it up:
#commchange
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Stepping it up:
1. Cross-channel
#commchange
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Stepping it up:
1. Cross-channel
2. Choice
#commchange
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Stepping it up:
1. Cross-channel
2. Choice
3. Community
#commchange
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Cross channels:
Communicate
change where
your users are.
#commchange
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#commchange
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Pick a channel...or two...or three...
Twitter
Tumblr
Facebook
Tech Blogs
User Voice
Get Satisfaction
ZenDesk
Google Groups
Mailing Lists
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Choice:
Let users choose
change...or at
least feel like
they’re choosing.
#commchange
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#NewNewTwitter
“Dude, do you have it yet?”
#commchange
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Community:
Make people part of
the process.
They’ll communicate
for you.
#commchange
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#commchange
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15,626 readers.
#commchange
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#commchange
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Change is a feature.
#commchange
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Communicating
change aids user
success.
#commchange
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You have the skills.
#commchange
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Start now.
#commchange
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Thanks.
#commchange
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Discussion.
#commchange
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Slides
speakerdeck.com/u/
scottrocketship
Rate the talk
speakerrate.com/scottkubie
Me, on Twitter
@scottrocketship
Email
[email protected]
#commchange
Saturday, March 24, 2012