Upgrade to Pro — share decks privately, control downloads, hide ads and more …

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.

Scott Kubie

March 24, 2012
Tweet

More Decks by Scott Kubie

Other Decks in Technology

Transcript

  1. Communicating Change
    Speaker Scott Kubie (@scottrocketship)
    Hashtag #commchange
    March 24, 2012 — Information Architecture Summit
    Saturday, March 24, 2012

    View Slide

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

    View Slide

  3. #commchange
    Saturday, March 24, 2012

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

  7. Poor communication
    decreases success...
    which impacts
    revenue.
    #commchange
    Saturday, March 24, 2012

    View Slide

  8. Saturday, March 24, 2012

    View Slide

  9. Saturday, March 24, 2012

    View Slide

  10. Web apps are often
    updated without a
    user’s consent or
    awareness.
    #commchange
    Saturday, March 24, 2012

    View Slide

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

    View Slide

  12. We’re making
    it better.
    Not an excuse.
    We’re making
    it better.
    #commchange
    Saturday, March 24, 2012

    View Slide

  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

    View Slide

  14. RTFM?
    #commchange
    Saturday, March 24, 2012

    View Slide

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

    View Slide

  16. Saturday, March 24, 2012

    View Slide

  17. Saturday, March 24, 2012

    View Slide

  18. Saturday, March 24, 2012

    View Slide

  19. Saturday, March 24, 2012

    View Slide

  20. ⌘+C
    Saturday, March 24, 2012

    View Slide

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

    View Slide

  22. Saturday, March 24, 2012

    View Slide

  23. Saturday, March 24, 2012

    View Slide

  24. Saturday, March 24, 2012

    View Slide

  25. Saturday, March 24, 2012

    View Slide

  26. Saturday, March 24, 2012

    View Slide

  27. Saturday, March 24, 2012

    View Slide

  28. Saturday, March 24, 2012

    View Slide

  29. Saturday, March 24, 2012

    View Slide

  30. Saturday, March 24, 2012

    View Slide

  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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

  38. Communicate:
    1. In advance
    2. In context
    #commchange
    Saturday, March 24, 2012

    View Slide

  39. Communicate:
    1. In advance
    2. In context
    3. In perpetuity
    #commchange
    Saturday, March 24, 2012

    View Slide

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

    View Slide

  41. 51 comments
    Saturday, March 24, 2012

    View Slide

  42. Saturday, March 24, 2012

    View Slide

  43. Saturday, March 24, 2012

    View Slide

  44. Saturday, March 24, 2012

    View Slide

  45. In context:
    Communicate
    change within
    your interface.
    #commchange
    Saturday, March 24, 2012

    View Slide

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

    View Slide

  47. Saturday, March 24, 2012

    View Slide

  48. Saturday, March 24, 2012

    View Slide

  49. Saturday, March 24, 2012

    View Slide

  50. Saturday, March 24, 2012

    View Slide

  51. Saturday, March 24, 2012

    View Slide

  52. Saturday, March 24, 2012

    View Slide

  53. In perpetuity:
    Document
    change for the
    long-haul.
    #commchange
    Saturday, March 24, 2012

    View Slide

  54. Saturday, March 24, 2012

    View Slide

  55. Saturday, March 24, 2012

    View Slide

  56. Saturday, March 24, 2012

    View Slide

  57. Saturday, March 24, 2012

    View Slide

  58. Saturday, March 24, 2012

    View Slide

  59. Communicate:
    1. In advance
    2. In context
    3. In perpetuity
    #commchange
    Saturday, March 24, 2012

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

  65. #commchange
    Saturday, March 24, 2012

    View Slide

  66. Saturday, March 24, 2012

    View Slide

  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

    View Slide

  68. Choice:
    Let users choose
    change...or at
    least feel like
    they’re choosing.
    #commchange
    Saturday, March 24, 2012

    View Slide

  69. Saturday, March 24, 2012

    View Slide

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

    View Slide

  71. Saturday, March 24, 2012

    View Slide

  72. Community:
    Make people part of
    the process.
    They’ll communicate
    for you.
    #commchange
    Saturday, March 24, 2012

    View Slide

  73. Saturday, March 24, 2012

    View Slide

  74. #commchange
    Saturday, March 24, 2012

    View Slide

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

    View Slide

  76. #commchange
    Saturday, March 24, 2012

    View Slide

  77. Saturday, March 24, 2012

    View Slide

  78. Saturday, March 24, 2012

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

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

    View Slide

  85. Slides
    speakerdeck.com/u/
    scottrocketship
    Rate the talk
    speakerrate.com/scottkubie
    Me, on Twitter
    @scottrocketship
    Email
    [email protected]
    #commchange
    Saturday, March 24, 2012

    View Slide