Principles for user content

Always, always, ALWAYS start with user needs

Write in a way that suits the situation. Ask yourself the following:

• Who am I writing for?
• What do they need to know?
• What are their constraints and environment?
• How can I help?

Help people find the information they need quickly and easily. Guide them through the journey.

Make it simple for the user

• Use plain language and simple sentences.
• Be clear, not clever. This isn't fiction.
• When you write, start as if you’re speaking to your parents. Then adjust for user needs.
• Write for the audience, not yourself.

Developers, end-users, customers, and all readers have complex experiences and backgrounds. Respect that.

Know the audience. I can't stress this enough! Talk to them. Don't ask what they want. Observe and give them what they need.

Build trust with your audience

• Talk like a person, not a computer.
• Don't sugar coat a problem. Tell the truth.
• Use positive language and concrete, real world examples.
• Start small and build big.

Does your content works for users? Don't be afraid to rethink and rewrite.

Write a draft. Test on your users and readers. Examine their feedback. Refine. Make it better, test it out, gather feedback, and keep improving it.