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
   

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

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3. #commchange
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4. Change is a feature.
   #commchange
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5. Why communicate
   change?
   #commchange
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6. Why communicate
   change?
   User success.
   #commchange
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7. Poor communication
   decreases success...
   which impacts
   revenue.
   #commchange
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8. Saturday, March 24, 2012
   

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9. Saturday, March 24, 2012
   

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10. Web apps are often
    updated without a
    user’s consent or
    awareness.
    #commchange
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11. We’re making
    it better.
    #commchange
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12. We’re making
    it better.
    Not an excuse.
    We’re making
    it better.
    #commchange
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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
    

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14. RTFM?
    #commchange
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15. WTFM.
    #commchange
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16. Saturday, March 24, 2012
    

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17. Saturday, March 24, 2012
    

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18. Saturday, March 24, 2012
    

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19. Saturday, March 24, 2012
    

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

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23. Saturday, March 24, 2012
    

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24. Saturday, March 24, 2012
    

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25. Saturday, March 24, 2012
    

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26. Saturday, March 24, 2012
    

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27. Saturday, March 24, 2012
    

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28. Saturday, March 24, 2012
    

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29. Saturday, March 24, 2012
    

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30. 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
    

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

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34. Really have nothing to say?
    Show us you care anyway.
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35. How do great teams
    communicate about
    change?
    #commchange
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36. Communicate:
    #commchange
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37. Communicate:
    1. In advance
    #commchange
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38. Communicate:
    1. In advance
    2. In context
    #commchange
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39. Communicate:
    1. In advance
    2. In context
    3. In perpetuity
    #commchange
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40. In advance:
    Communicate
    change early
    and often.
    #commchange
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41. 51 comments
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42. Saturday, March 24, 2012
    

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43. Saturday, March 24, 2012
    

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44. Saturday, March 24, 2012
    

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45. In context:
    Communicate
    change within
    your interface.
    #commchange
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46. Photo: redninja24 on Reddit
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47. Saturday, March 24, 2012
    

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48. Saturday, March 24, 2012
    

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49. Saturday, March 24, 2012
    

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50. Saturday, March 24, 2012
    

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51. Saturday, March 24, 2012
    

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52. Saturday, March 24, 2012
    

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

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55. Saturday, March 24, 2012
    

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56. Saturday, March 24, 2012
    

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57. Saturday, March 24, 2012
    

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58. Saturday, March 24, 2012
    

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59. Communicate:
    1. In advance
    2. In context
    3. In perpetuity
    #commchange
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60. Stepping it up:
    #commchange
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61. Stepping it up:
    1. Cross-channel
    #commchange
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62. Stepping it up:
    1. Cross-channel
    2. Choice
    #commchange
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63. Stepping it up:
    1. Cross-channel
    2. Choice
    3. Community
    #commchange
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64. Cross channels:
    Communicate
    change where
    your users are.
    #commchange
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65. #commchange
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66. 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
    

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

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

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

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

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78. Saturday, March 24, 2012
    

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79. Change is a feature.
    #commchange
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80. Communicating
    change aids user
    success.
    #commchange
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81. You have the skills.
    #commchange
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82. Start now.
    #commchange
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83. Thanks.
    #commchange
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84. Discussion.
    #commchange
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85. Slides
    speakerdeck.com/u/
    scottrocketship
    Rate the talk
    speakerrate.com/scottkubie
    Me, on Twitter
    @scottrocketship
    Email
    scott@scottkubie.com
    #commchange
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