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. © 2013 Springer-Verlag Berlin Heidelberg.
CITATION STYLE
Redish, J. (2013). Content as conversation in government websites. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 8015 LNCS, pp. 294–303). https://doi.org/10.1007/978-3-642-39253-5_32
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