How do you write content that delights users?

Written by Jay Manaloto

Recently, while catching up on old PDF issues of Intercom, the monthly magazine by STC, I found a February 2015 article that advocates a “delightful” approach for technical docs. In his article, Barry Grenon observes that technical writers “default to a formal style” that sounds robotic and encourages “remaining invisible”. By focusing on cost and maintenance, writers fail to engage or delight users. But let me ask you this: How do you know if you’ve forgotten to “delight users”?


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