Designing for usability: key principles and what designers think
Communications of the ACM
A Practical Guide to Usability Testing
A Practical Guide to Usability Testing
Prioritizing Web Usability
Handbook of Usability TestingXXX: Howto Plan, Design, and Conduct Effective Tests
Handbook of Usability TestingXXX: Howto Plan, Design, and Conduct Effective Tests
About face 3: the essentials of interaction design
About face 3: the essentials of interaction design
Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems
Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems
The Essential Persona Lifecycle: Your Guide to Building and Using Personas
The Essential Persona Lifecycle: Your Guide to Building and Using Personas
Usability Testing Essentials: Ready, Set...Test!
Usability Testing Essentials: Ready, Set...Test!
Search Analytics for Your Site: Conversations with Your Customers
Search Analytics for Your Site: Conversations with Your Customers
Content Strategy for the Web, 2nd Edition
Content Strategy for the Web, 2nd Edition
Letting Go of the Words: Writing Web Content that Works
Letting Go of the Words: Writing Web Content that Works
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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.