communicating change
TRANSCRIPT
Communicating ChangeSpeaker Scott Kubie (@scottkubie)
Hashtag #commchange
Who’s working on something that will never change?
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Change is a feature.
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Communicating change aids user success.
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“We’re making it better.”
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“We’re making it better.”“We’re making it better.”
Not an excuse.
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Even things that are broken or complicated become things some customers want to protect from change because they’re familiar with the intricacies of how those things work.
Jason Fried:
Software is often updated without a user’s consent or awareness.
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JND
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RTFM?
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WTFM.
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⌘+C
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Consider describing specific bug fixes. If a new version of your application contains bug fixes that customers have been waiting for, it can be a good idea to mention this in your description.
iOS HIG:
How do great teams communicate about change?
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Communicate:1. In advance
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Communicate:1. In advance2. In context
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Communicate:1. In advance2. In context3. In perpetuity
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In advance:Communicate change early and often.
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In context:Communicate change within your interface.
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Photo: redninja24 on Reddit
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In perpetuity:Document change for the long-haul.
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Communicate:1. In advance 2. In context 3. In perpetuity
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Bonus tip: be human.
Bonus tip: be human.
Bonus tip: be human.
Stepping it up:1. Cross-channel
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Stepping it up:1. Cross-channel2. Choice
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Stepping it up:1. Cross-channel2. Choice3. Community
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Cross channels:Communicate change where your users are.
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Pick a channel...or two...or three... !
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Choice:Let users choose change...or at least feel like they’re choosing.
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Community:Make people part of the process. !
They’ll communicate for you.
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Stepping it up:1. Cross-channel 2. Choice 3. Community
#commchange
Communicating change aids user success.
#commchange
Change is a feature.
#commchange