May 3, 2010
Interface Design as a Conversation
The average Frequently Asked Questions page is a great reference for this. One of the reasons that FAQ pages work so well is because they phrase problems in terms of the user. Rather than “Billing Policy”, the FAQ becomes “How will I be billed?” Wording is concrete and in relation to the user instead of some abstract idea. It’s all about you.
In offline interactions, an effective way to help someone feel important is to talk to them directly. Why not do it online?
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