Clear, Concise, Consistent: Reducing User Confusion

CLEAR, CONCISE, CONSISTENT:Reducing User Confusion

Rhonda BraceyWritersUA ConferenceMarch 2014

Why bother? Company reputation

March 2014© CyberText Consulting Pty Ltd

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From Twitter, approx. 5 Feb 2014



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User assistance is now very much part of the purchasing process (traditionally it was part of the support process after purchase)

From Twitter, approx. 8 Nov 2013



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From http://realbusiness.co.uk/article/24623-poor-grammar-on-websites-scares-59-away (12 Nov 2013)

Common UI/UA issues


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Inconsistent/incorrect grammar, spelling, punctuation

Unclear/verbose/potentially misunderstood user prompts/error messages

Illogical/inconsistent task flows

Inconsistently labeled buttons, icons, fields, screens/dialog boxes

Inconsistently placed buttons, icons, fields, screens/dialog boxes

Unnecessary tasks, fields, screens/dialog boxes

Inconsistencies between screens/dialog boxes

(Adapted from: http://writeorrevisedaily.wordpress.com/2012/01/04/add-value-to-gui-design/)

Three Cs of communication


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Clear

Concise

Consistent

Reduce CONFUSION

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Takeaways: Be specific Avoid vague, wishy-washy words Use commas to remove ambiguity Use plain language

Be clear


Be clear…


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Terminology (avoid vague words like ‘it’, ‘this’, ’they’, etc.)

Punctuation (use the serial [Oxford] comma to remove ambiguity)

Structure (write lists as dot points, numbered steps; word order)

Object/subject (who is doing what to whom?)

Plain language (how would you explain to a spouse/parent/child)

Dates/times (avoid relative words; be specific)

Be specific


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What’s wrong with these words?: it, they, their this, these

These words are meaningless unless it’s absolutely clear what ‘it’ etc. refers to The bomb is connected to a red and to a blue wire. Cut it to

defuse it. Other vague words to avoid:

Quite, mostly, slightly, sort of, somewhat, pretty (e.g. ‘pretty hard to tighten’ vs ‘hard to tighten’)

Ban relativity!


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What’s wrong with these words?: Currently, recently, now, yesterday, today, tomorrow Last/this/next week/month/year New, modern Five years ago, two decades ago, last century

These words are meaningless unless you know what date is used as the anchor point

Watch for season names if your readers aren’t localSee also: http://cybertext.wordpress.com/2010/07/29/dating/

Use commas to remove ambiguity


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Add commas if there’s ANY chance the items could be read as one and thus misinterpreted e.g. ‘red, white, black

and blue’ versus ‘red, white, black, and blue’

Use commas…


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…to separate items that shouldn’t be treated together

How commas can change meaning


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No commas: This initial workshop identified the work scopes and phasing generated several

different sourcing strategies for those work scopes and proposed selection criteria to compare the sourcing strategies to best benefit the [project].

Single comma added (after ‘work scopes’): This initial workshop identified the work scopes, and phasing generated several

different sourcing strategies for those work scopes and proposed selection criteria to compare the sourcing strategies to best benefit the [project].

Multiple commas added: This initial workshop identified the work scopes and phasing, generated several

different sourcing strategies for those work scopes, and proposed selection criteria to compare the sourcing strategies to best benefit the [project].

About grammar ‘rules’


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‘...language is fluid. …there really are no rigid rules of grammar except the rule of clarity. Grammar rules, with the clarity exception, are merely conventions or suggestions upon which a large group of society have agreed. They are not intended, except by the fanatical few, to be blindly adhered to and applied.’From Rich Adin: http://americaneditor.wordpress.com/2013/12/23/faux-controversies-and-the-singular-plural/

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Takeaways: Get rid of words that don’t add meaning

(‘empty calories’) Use plain language Switch words around

Be concise


Be concise…


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Remove all unnecessary words

Remove all repetitive/redundant words

Switch the words around

Use plain, simple language

But: Clarity (‘be specific’) trumps brevity (‘be concise’)

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Tighten up!

Before After Comments

…in close proximity to…

…close to……near…(even better, be specific about the distance)

• Proximity is a synonym for nearness, so ‘close proximity’ is redundant. Use the simpler ‘close to’ or ‘near’, which are also easier for readers to understand.• These terms are very fuzzy. Does close proximity/

close to/near mean 10”, 10 yards, or 10 miles? If you can, be specific as to the distance.

The major systems … are summarised below:

The major systems … are:

• Often, ‘summarised below’ (and ‘the following’) can be deleted from an intro to a bullet list without affecting meaning.

March 2014© CyberText Consulting Pty Ltd (From: http://cybertext.wordpress.com/2011/11/10/tighten-up-your-writing-by-removing-redundantunnecessary-words/)

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Tighten up… and use plain language

Before Afteron an annual basis annually (or yearly)can be in excess of ten years can exceed ten yearsin the event of … occurring if … occursin order to tothat is able to can


BONUS! Reduced word/character count reduced printing, editing, and/or translation costs Before = 23 words / 98 characters After = 8 words / 43 characters

Switch words around


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Avoid ‘however’, ‘therefore’, ‘thus’ etc. in the middle of a verb phrase: ABC are however found… However, ABC are found… XYZ is therefore cancelled. Therefore, XYZ is cancelled.

Keep phrases close to what they belong to; shift phrases that may be misinterpreted: The University increased English language proficiency entry

requirements across all competency categories commencing in 2013. Commencing in 2013, the University increased English language proficiency entry requirements across all competency categories.

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Before and after


Befo

reAft

er

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Before and after


Befo

reAft

er

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Takeaways: A consistent document/interface (words,

structure, formatting) is easier to read Use style guides to help maintain consistency—

you can’t remember everything all the time Keep lists parallel

Be consistent


Be consistent in your use of…


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Terminology (use dictionaries, internal/external style guides etc.; use the same word for the same thing—EVERY time)

Tense (past, present, future)

Voice (active/passive; 1st/2nd/3rd person)

Structure (e.g. parallel structure for lists)

Punctuation (e.g. for lists)

Formats (e.g. dates/times, measurement/currency units)

Capitalization

Inconsistency = User ‘frustration and irritation’


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“When [behaviour] is inconsistent and erratic, it is difficult to know what to expect, and occasional positive surprises are not enough to overcome the frustration and irritation caused by never knowing quite what to expect.”Donald A Norman Emotional Design: Why we love (and hate) everyday things (2007)

External style guides


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Document standard conventions used in your country, industry etc. spelling, grammar, punctuation, capitalization, hyphenation adherence to legal requirements (e.g. copyright, trademarks) design consistency (e.g. typography, layout)

Include dictionaries and other reference authorities Don’t reinvent the wheel!

External style guides: Examples


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General: Chicago Manual of Style

Specific: Microsoft Manual of Style Society of Petroleum Engineers: Style Guide

Internal style guides


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Document decisions that: differ from your main external style guide are unique to your product/company

Document product- /company-specific terminology: e.g. NetForms, Netforms, Net Forms, Net forms…

Help maintain consistency of spelling, capitalization, hyphenation, punctuation, etc.

Detail treatment of specific types of elements: e.g. user-entered data, field names, tap versus click

Internal style guide: Example


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Share your style guide with all your team, not just the writers

Internal style guide: Example


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Keep lists parallel


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Non-parallel lists are harder to read Verbs as first words in the list are either all ‘-ing’

words or not, but rarely (or never) a mixture Watch for plural agreement Check that the first words of each list item match:

Before: Photo organization Adjusting photos How do you print a picture? How to apply an effect to a photo

After: Organizing photos Adjusting photos Printing Applying effects

31 Examples


March 2014

Clear AND concise

© CyberText Consulting Pty Ltd

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High-level steps to show user progress

Words AND simple diagrams

Related info in Note

Next action is clear

Lots of white space

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Be clear


Issues:

Sentence structure (readability)

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Be clear AND concise


Issues:

Sentence structure

Unintelligible (what action must user take next?)

Excess words

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Be consistent


Issues:

Confusing instructions (‘or’ v ‘and’)

Impossible action (‘hit’)

(from Jack Molisani, Nov 2013)

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Be consistent AND clear AND concise


Issues:

Inconsistent use of capitalization

Excess words (readability)

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Don’t forget screenshots/diagrams


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Use clear diagrams


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Use clear labeling


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Four hours later….


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And then there’s this…


Helpful resources


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Writing/editing tips, techniques, and checklists: http://www.jeanweber.com/newsite/?page_id=5

http://www.plainlanguage.gov/howto/wordsuggestions/index.cfm

http://www.plainenglish.co.uk/free-guides.html Achtelig, Marc. Writing plain instructions. ISBN

978-3943860085 Kohl, John R. The Global English Style Guide. ISBN

978-1599946573

http://www.jeanweber.com/newsite/?page_id=5

http://www.jeanweber.com/newsite/?page_id=5




http://www.plainenglish.co.uk/free-guides.html

http://www.plainenglish.co.uk/free-guides.html

The final word…


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From Twitter, approx. 5 Feb 2014

So make sure your content is clear, concise, and consistent.

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Any questions?

Contact me: [email protected] http://www.cybertext.com.au Blog: http://cybertext.wordpress.com Twitter: @cybertext

Thank you…


Education

Clear, Concise, Consistent: Reducing User Confusion