Communicating Change -- IA Summit 2012

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

Transcript

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
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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
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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