In this issue: Designing iPhone apps—what you need to know. And converting frustrated users to loyal customers by creating and maintaining good help content.
Help content gets no respect. For one thing, it is content, and our horse-before-cart industry is only now beginning to seriously tackle content strategy. For another, we assume that our site is so usable, nobody will ever need the help content anyway. Typically, no one is in charge of the help content and no strategy exists to keep it up to date. On most sites, help content is hard to find, poorly written, blames the user, and turns a mildly frustrating experience into a lousy one. It’s time to rethink how we approach this part of our site. Done well, help content offers tremendous potential to earn customer loyalty. By learning to plan for and create useful help content, we can turn frustrated users into our company’s biggest fans.
There’s an app for that, and you’re the folks who are creating it. But should you design a web-based application, or an iPhone app? Each approach has pluses and minuses—not to mention legions of religiously rabid supporters. Apple promotes both approaches (they even gave the web a year-long head start before beginning to sell apps in the store), and the iPhone’s Safari browser supports HTML5 and CSS3 and brags a fast JavaScript engine. Yet many companies and individuals with deep web expertise choose to create iPhone apps instead of web apps that can do the same thing. Explore both approaches and learn just about everything you’ll need to know if you choose to create an iPhone app, from the lingo, to the development process, to the tricks that can smooth the path of doing business with Apple.
Colin Eagan and Jeffrey MacIntyre offer a “ground-up” approach to implementing personalized digital experiences that are intentional, ethical, and technologically sound.
Why do so many content models still look more like design systems rather than reflecting structured data? Mike Wills takes us on a personal journey as he examines his own past experiences and invites us to conceive content models that articulate meaning and group related content together for use on any channel.
In this excerpt from Voice Content and Usability, author Preston So talks about the messy, primordial nature of human speech and challenges with programming computers to deal with these complexities.
As devices continue to diversify in dizzying ways, how can we make sure our work on the web stays as relevant as ever for the long haul? Cathy Dutton shares how practitioners must perfect designs both for the paradigms of the present and the twists of the future, come what may.
Receiving feedback can be a stressful experience: will an open-ended question attract helpful guidance or harsh criticism? Erin “Folletto“ Casali coaches us through a process to ensure that feedback always lands gracefully.
