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Communicating Change -- IA Summit 2012

Communicating Change -- IA Summit 2012

The why, what, when, where, and how of communicating change in your software, websites, and services to your users.

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Scott Kubie

March 24, 2012
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  1. Communicating Change Speaker Scott Kubie (@scottrocketship) Hashtag #commchange March 24,

    2012 — Information Architecture Summit Saturday, March 24, 2012
  2. Who’s working on something that will never change? #commchange Saturday,

    March 24, 2012
  3. #commchange Saturday, March 24, 2012

  4. Change is a feature. #commchange Saturday, March 24, 2012

  5. Why communicate change? #commchange Saturday, March 24, 2012

  6. Why communicate change? User success. #commchange Saturday, March 24, 2012

  7. Poor communication decreases success... which impacts revenue. #commchange Saturday, March

    24, 2012
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  10. Web apps are often updated without a user’s consent or

    awareness. #commchange Saturday, March 24, 2012
  11. We’re making it better. #commchange Saturday, March 24, 2012

  12. We’re making it better. Not an excuse. We’re making it

    better. #commchange Saturday, March 24, 2012
  13. 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: Saturday, March 24, 2012
  14. RTFM? #commchange Saturday, March 24, 2012

  15. WTFM. #commchange Saturday, March 24, 2012

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  20. ⌘+C Saturday, March 24, 2012

  21. ⌘+C ⌘+V Saturday, March 24, 2012

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  31. 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: Saturday, March 24, 2012
  32. Really have nothing to say? Show us you care anyway.

    Saturday, March 24, 2012
  33. Really have nothing to say? Show us you care anyway.

    Saturday, March 24, 2012
  34. Really have nothing to say? Show us you care anyway.

    Saturday, March 24, 2012
  35. How do great teams communicate about change? #commchange Saturday, March

    24, 2012
  36. Communicate: #commchange Saturday, March 24, 2012

  37. Communicate: 1. In advance #commchange Saturday, March 24, 2012

  38. Communicate: 1. In advance 2. In context #commchange Saturday, March

    24, 2012
  39. Communicate: 1. In advance 2. In context 3. In perpetuity

    #commchange Saturday, March 24, 2012
  40. In advance: Communicate change early and often. #commchange Saturday, March

    24, 2012
  41. 51 comments Saturday, March 24, 2012

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  45. In context: Communicate change within your interface. #commchange Saturday, March

    24, 2012
  46. Photo: redninja24 on Reddit Saturday, March 24, 2012

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  53. In perpetuity: Document change for the long-haul. #commchange Saturday, March

    24, 2012
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  59. Communicate: 1. In advance 2. In context 3. In perpetuity

    #commchange Saturday, March 24, 2012
  60. Stepping it up: #commchange Saturday, March 24, 2012

  61. Stepping it up: 1. Cross-channel #commchange Saturday, March 24, 2012

  62. Stepping it up: 1. Cross-channel 2. Choice #commchange Saturday, March

    24, 2012
  63. Stepping it up: 1. Cross-channel 2. Choice 3. Community #commchange

    Saturday, March 24, 2012
  64. Cross channels: Communicate change where your users are. #commchange Saturday,

    March 24, 2012
  65. #commchange Saturday, March 24, 2012

  66. Saturday, March 24, 2012

  67. Pick a channel...or two...or three... Twitter Tumblr Facebook Tech Blogs

    User Voice Get Satisfaction ZenDesk Google Groups Mailing Lists Saturday, March 24, 2012
  68. Choice: Let users choose change...or at least feel like they’re

    choosing. #commchange Saturday, March 24, 2012
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  70. #NewNewTwitter “Dude, do you have it yet?” #commchange Saturday, March

    24, 2012
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  72. Community: Make people part of the process. They’ll communicate for

    you. #commchange Saturday, March 24, 2012
  73. Saturday, March 24, 2012

  74. #commchange Saturday, March 24, 2012

  75. 15,626 readers. #commchange Saturday, March 24, 2012

  76. #commchange Saturday, March 24, 2012

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  79. Change is a feature. #commchange Saturday, March 24, 2012

  80. Communicating change aids user success. #commchange Saturday, March 24, 2012

  81. You have the skills. #commchange Saturday, March 24, 2012

  82. Start now. #commchange Saturday, March 24, 2012

  83. Thanks. #commchange Saturday, March 24, 2012

  84. Discussion. #commchange Saturday, March 24, 2012

  85. Slides speakerdeck.com/u/ scottrocketship Rate the talk speakerrate.com/scottkubie Me, on Twitter

    @scottrocketship Email scott@scottkubie.com #commchange Saturday, March 24, 2012