Writing for Interaction

Crafting the Information Experience for Web and Software Apps

Linda Newman Lior

• Publisher: Morgan Kaufmann
• Year: 2013
• Print ISBN: 9780123948137
• eBook ISBN: 9780123948441
• Topic: Design
• Subtopic: Human-Computer Interaction

Writing for Interaction focuses on the art of creating the information experience as it appears within software and web applications, specifically in the form of user interface text. It also provides strategies for ensuring a consistent, positive information experience across a variety of delivery mechanisms, such as online help and social media.Throughout this book, you'll learn simple techniques for writing consistent text with the right tone, how to select content delivery mechanisms, and how straightforward, clear layouts help your customer interact with your application. Divided into five sections, the book completely covers the information experience design process from beginning to end. You'll cover everything from understanding your users and their needs, to creating personas, designing the IX strategy, creating your information, and evaluating the resulting information experience. This is your one-stop reference for information experience!- Illuminates writing principles and practices for use in interactive design- Includes examples, checklists, and sample processes, highlighting practical approaches to designing the information experience- Provides the complete picture: understanding customer needs, creating personas, and writing the text appearing within the user interface

Section 1

Introducing Writing for Interaction

Outline

Section 1. Introducing Writing for Interaction

Chapter 1 Introducing the Information Experience

Chapter 2 Design and Development Models and Processes

Section 1. Introducing Writing for Interaction

Welcome to Writing for Interaction.

Creating software and web applications requires collaboration and coordination between teams and groups, each working toward the common goal of providing the best possible user experience for their customers.

While some product features and development roles, such as programmer, are clearly defined, the information users interact with and rely on for using your application, and the role of writing that information are less well understood.

This section introduces the concept of the information experience and how the flow of information provided within the user interface impacts how your customers interact with your application and their overall perception of the user experience. It also describes the components of the information ecosystem and how the information experience is part of that ecosystem. The chapter also discusses the difference between writing for web sites and writing for web applications.

Because teams use development models and processes to create applications, the section describes the various models used by most software development teams. It describes user- centered design (UCD) as the basis for keeping your customers at the forefront of application design. Finally, the section describes the importance of team collaboration and how the role of information experience designer interacts with the rest of the team, to create a successful information experience for your users.

Chapter 1

Introducing the Information Experience

This chapter introduces the concept of the information experience and how the flow of information provided within the user interface impacts the overall user experience.

The chapter describes the information ecosystem, and how the integration between the components of the information ecosystem and the user experience form the information experience. The information ecosystem consists of all the information supporting, provided with, and integrated into that application. This information includes print materials such as documentation, online help systems, Internet materials, and content within the user interface.

The chapter also discusses the difference between writing for web sites and writing for web applications.

Keywords

User interface; Information experience; Information ecosystem; Documentation; Information workflow; User experience

Introduction

Ever since computer applications became widely used in offices and homes, the need for information supporting these applications has grown. At the same time, the need for professionals who provide this information has also evolved. The skills required by these professionals have also changed to meet the needs of the people who use these applications.

Consumers of today’s software and web applications want, and expect, applications to be easy to navigate and understand within the context of the tasks they are trying to complete. In this model, information is not for passive consumption; rather, users interact with the information as they work with the application—entering data and making selections and decisions. The information users encounter must be delivered in a way that is easy to find and to understand and appears at the right time.

Whether you’re a product manager, developer, designer, technical writer, or an experienced information architect, creating a positive information experience takes careful planning, patience, and good writing skills. The processes, guidelines, and practical examples provided in this book are designed to help you hone your writing skills to create positive, interactive information experiences that will delight consumers of your applications.

What is the Information Experience?

In a world where people of all ages and backgrounds are spending increasingly more of their work and leisure time navigating through software and web applications, the information they encounter and interact with along the way is key to their ability to enjoy and use these applications. In this quickly evolving technical world, where applications are now available and used across a multitude of platforms and devices, delivery systems for this information are also evolving. Whereas traditionally information was delivered via a user manual and help system, today applications require a complete information ecosystem that goes hand in hand with the application. In this ecosystem, information is an integral part of an application and the overall end-user experience.

The integration and interaction between the application, the user experience, and the information ecosystem are what forms the information experience.

Information Experience Workflow

The information created for each product depends on many factors, such as the knowledge level of the user, the complexity of the product, and the user tasks and workflow. A successful information experience goes hand in hand with the user experience, providing the textual cues and instructions users need to successfully navigate the system.

Software versus Web Applications

Whether you are writing for a software package or a web application, the information you provide has a goal: to help users successfully interact with your application for the purpose of completing tasks.

Let’s imagine a typical workflow one user may follow to install and run a software application. In this example, our user is Steve, who works in a small business. Steve’s boss asks him to set up the new software application the company will use for tracking expenses. Since Steve isn’t a computer professional, he’s somewhat nervous about this task, but he’s determined to get everything running smoothly so that he can impress his boss.

1. Steve opens the box, and reads the release notes and installation requirements accompanying the application CD.

2. He inserts the CD into the computer and opens the step-by-step installation guide. The Setup program automatically displays, and Steve follows the instructions on each page of the Setup wizard, referring to the corresponding page in the Installation Guide as he goes along.

3. After Setup completes, Steve picks up the user manual. He turns to the Getting Started section and follows the instructions to log into the application and open the console. Once the console opens, Steve is relieved to see that a Quick Configuration wizard is already open in the console.

4. Steve goes through the Quick Configuration wizard, using the descriptions and labels in the wizard pages to select the settings he needs. The help links, available on each wizard page, are useful for helping him understand the implications of the setti...

Table of contents

• Cover image
• Title page
• Table of Contents
• Copyright
• Acknowledgments
• About The Author
• Introduction
• Section 1: Introducing Writing for Interaction
• Section 2: Understanding User Needs
• Section 3: Designing Your Information Experience Strategy
• Section 4: Creating Your Information Experience
• Section 5: Evaluation
• Review Check List
• Final Summary
• Bibliography
• Index