Abstract
Thinking of content as conversation is a very powerful way to plan, organize, write, and test websites. Early government websites seemed to be built as if they were virtual file cabinets – offering people access to paper documents. Today, that metaphor is dead. A better metaphor is to think of websites as replacing the telephone. Using a case study of transforming a government website, I show how thinking of content as conversation and planning for customer-focused purposes, customer personas, and customers’ questions can help government writers give people what they need in words they understand. I also show how walking personas through their conversations is a powerful review technique and how content as conversation helps in planning for usability testing.
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Redish, J.(. (2013). Content as Conversation in Government Websites. In: Marcus, A. (eds) Design, User Experience, and Usability. Web, Mobile, and Product Design. DUXU 2013. Lecture Notes in Computer Science, vol 8015. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-39253-5_32
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DOI: https://doi.org/10.1007/978-3-642-39253-5_32
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