How to communicate bad news to customers
As content designers and UX writers, we often write things that users want to see: onboarding for new features or help articles explaining how to use our products. But sometimes we have to communicate bad news, and this brings an entirely different set of challenges.
In this talk, Kevin will describe a project he was part of at Atlassian, where he had to communicate a price increase for Jira Automation. He’ll describe his content strategy approach, the challenges he faced from stakeholders along the way, and what he learned throughout the process.
In this session, you’ll learn:
- The importance of setting content principles early, and how you might do this in your projects
- The value of cross-discipline collaboration when communicating bad news
- Why you should never put your name to bad news
More 2024 sessions
How to communicate bad news to customers
As content designers and UX writers, we often write things that users want to see: onboarding for new features or help articles explaining how to use our products. But sometimes we have to communicate bad news, and this brings an entirely different set of challenges.
In this talk, Kevin will describe a project he was part of at Atlassian, where he had to communicate a price increase for Jira Automation. He’ll describe his content strategy approach, the challenges he faced from stakeholders along the way, and what he learned throughout the process.
In this session, you’ll learn:
- The importance of setting content principles early, and how you might do this in your projects
- The value of cross-discipline collaboration when communicating bad news
- Why you should never put your name to bad news
We can’t be everywhere: How to introduce AI to your content design workflow
As content designers, we spend so much time answering the same style guide questions or handling microcopy asks. All of this takes away from meaningful high-level strategy work. AI tools can help you become more systems-focused so you can reduce content inconsistencies and maintain a cohesive voice, allowing you and your team to work more effectively.
But … with all the hype surrounding AI writing tools right now, it can be hard to know how to get started using them for your work. By taking a few steps up front (before diving in to experimentation), you can ensure your time is well-spent and feel confident about your decisions.
In this session, you’ll learn:
- How to define content design use cases for AI
- How to train your AI writing tool
- Challenges to look out for
Evaluating AI: Choosing the best tools for your content team
We’ve all been told that generative AI tools have the potential to improve our content and enhance productivity. What now? How do we sort through the hype around dozens of tools and make smart choices about which ones are most helpful to our team?
Gavin will share his team’s method for tool evaluation, as well as ways in which to present findings to leadership and across diverse teams. You’ll walk away with practical templates for evaluating and selecting the right AI tools for your unique needs.
In this session, you’ll learn:
- How to build a list of which AI tools to evaluate
- How to communicate specific outcomes from evaluating several AI tools
- Communication strategies to align AI skeptics and believers
