Sticky Content at Internet World, 29 April-1 May 2008

We’ll be at Internet World 2008 at Earl’s Court from April 29 - May 1, so please drop by and say hello. You’ll find us at stand E529, in the East building on the left hand side. We’ll be happy to discuss anything to do with web writing (actually, pretty much anything at all), from how your copy could do more for your business to questions about what we do and how we do it.

You can register for the show online, and entry is free.

Opening times

  • Tuesday 29 April 2008, 09.30 - 17.00
  • Wednesday 30 April 2008, 09.30 - 17.00
  • Thursday 1 May 2008, 09.30 - 16.00

Venue: Earls Court 2, London, Warwick Road, SW5 9TA (How to get there)

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Writing for the web training courses: 27 May, 24 June and 1 July 2008

For those of you interested in learning more about web writing, there’s another series of our popular open courses coming up.

On 27 May and 1 July we’re running our usual double-whammy: Writing for the web in the morning, and Writing for search in the afternoon.

On 24 June we’re introducing a new course, Writing for email, in the afternoon session, aimed at getting your customers opening, reading and acting on your emails. Writing for the web runs as usual in the morning.

You can book one half-day course, or attend both on the same day for a reduced rate. They’re designed to work together so that writing for search and writing for email build on what you’ve learned in writing for the web.

Course outlines, pricing and how to book

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Button naming in the real world at Sainsbury’s

I notice that the customer service desk in every Sainsbury superstore now sits under a banner that says not “Customer service” but “Here to help”. It’s a reminder that real-world retailing often has some useful lessons for online best practice (they’ve been using eyetracking for years, too).

That Sainsbury’s sign is a great example of how looking again at the language we take for granted to represent us can yield surprisingly effective results.

For one thing, “customer service” is a tired phrase, internally-focused and distancing. To talk of “customers” is to refer to a third party when a clear you-we relationship is what’s going on. “Customer service” is not exactly a phrase that lives up to its own billing.

For many of us, too, the Customer Service desk is traditionally a slightly forbidding place where you go to haggle for a refund when you’ve lost the receipt. (I note that behind the desk the refund policy is very clearly and helpfully displayed.) But in fact this desk is there to help anyone with anything that simplifies or improves their interaction with the store — from asking where the catfood is to making a suggestion about the traffic jams in the car park to seeing if anyone has handed in your daughter’s woolly hat (they hadn’t).

Which is why the deceptively simple phrase “here to help” is so clever. It works on two levels:

  1. as a physical marker: here, literally, is where you come when you need our help
  2. as a statement of intent: our aim is to provide whatever assistance you need

This warmly embracing phraseology will no doubt attract more people to the desk than before. But that means more people who will find their way around the store, more satisfied customers, more queries answered. Both sides of the relationship can only benefit.

Online, a phrase like “here to help” probably needs some work from an SEO point of view, and it doesn’t quite have the same “physical marker” effect. But look again at your buttons and labels and headlines: are they as warm, helpful and instantly informative as they could be? Is there a better way to say ‘About us’ or ‘Services’ or ‘Resources’ or ‘Features’ or ‘Other news’ or ‘Library’? You know there is…

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Web text that’s worth it: the six most underrated types of digital copy

Digital copy is underappreciated, underrated and - astonishingly - still the poor cousin of the web relaunch process.

The most successful projects we work on at Sticky Content manage to uphold the equal importance of design, technology and text.

They plan their copy requirements early on, invest in a content strategy, information architecture and strong, scannable, usable web copy formats.

Yet still a significant number of clients call us two weeks prior to relaunch and ask us to replace their lorem ipsum with something cobbled together from their old site and any old marketing collateral they happen to have lying around.

To me (and I would say this) the web is a still largely a word-driven medium.

Eye-tracking surveys have shown for yonks how users begin by screening out images, scanning instead for key messages and signposts in headers and links.

Text is fast to fix, usually cheaper than design or technical work and can show immediate ROI.
So why do so many site owners forget about text until the last minute?

To demonstrate the cost-effectiveness of good web copy, I’m currently inviting five site owners to volunteer for text-only fixes.

Clients who want to test the effectiveness of simply changing the text on their website.

While we do optimise copy for organic search, this is not primarily an SEO exercise, so I’m looking for sites which have a clear call to action for customers, where copy changes can be measured through the resulting rise (or fall) in specific customer activities.

If you think you might have a site (or an area of a website) that is ripe for a rewrite, please give me a call on 020 7704 3232. I hope to present the resulting case studies at Internet World in May.

In the meantime, here’s our top six most underrated forms of digital copy. The ones we think warrant far more attention than they often get.

  1. Web forms. The tiny strings of instructional copy that sit around the transactional areas of your website. Pure gold dust. When carefully crafted these can seriously affect your online ROI. So why leave in the legacy copy keyed in by the programmer?
  2. Top level navigation buttons. Q: Why are there so many buttons unhelpfully named ‘Products’ or ‘Services’? A: Because the designer only left an eight character space. Beauty over ‘meaningfulness’? Wouldn’t happen in offline marcoms…
  3. Snippets. Whether these are search snippets or what’s visible in an email viewing pane, these words can make your click-through rates soar or plummet.
  4. Anchor text. Even if you set aside the effect of well-written links on SEO and accessibility, anchor text is still key to usability. It enables users to orientate themselves quickly and encourages the swift pursuit of key calls to action.
  5. Landing pages. You spend all that money driving me here and then there’s no call to action? No attempt to match messages with the traffic drivers? No clear forward path?
  6. Adwords. What is it about SEO that an appearance on the first results page is deemed successful? Not if your copy is so dull, or woolly that no one wants to click on it…

Agree/disagree? Post your own comments on underrated web copy here.

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Writing for the web training courses, 28 and 29 January 2008

Following the success of our October open courses on writing for the web, we’ve organised another series of half-day courses in January for those of you who missed out.

The courses run on 28 and 29 January 2008: Writing for the web in the morning, and Writing for search in the afternoon. You can book one half-day course, or attend both on the same day for a reduced rate. They’re designed to work together so that writing for search builds on what you’ve learned in writing for the web.

Course outlines, pricing and how to book

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Elegant variation - to repeat or not to repeat?

Stylistic variation versus writing for the web: fight!!
Many writers – journalists especially – find it hard to call something the same thing twice. If you’re writing about Michael Owen, for instance, you might refer to him as “Michael Owen” the first time round, then perhaps “the Newcastle striker” at the second mention, then perhaps “England’s talismanic goal-scorer”, then “the injury-plagued 27-year-old”, “the diminutive forward” and so on. Anything but just calling him “Michael Owen” again.

That’s elegant variation, and you might think it’s a Good Thing. I was certainly taught so, in journalism school.

On the other hand, as a web writer you might be asked by a client to optimise your copy for a “keyword density of 3-10 per cent” ie use the same particular word three to ten times in every 100. You may also have read that it’s good usability to restrict your vocabulary online. And/or you may be asked to make sure your copy is in Plain English, which means among other things following the maxim: “You can use the same word twice in a sentence if you can’t find a better word.”

That’s web writing for you. So what if you want to vary elegantly and produce good web copy? To repeat or not to repeat?

The first point to make is that, in many people’s eyes, elegant variation is not so much a technique to emulate as a writerly vice to avoid. Certainly Henry Fowler thought so when he coined the phrase in Modern English Usage (1926):

It is the second-rate writers, those intent rather on expressing themselves prettily than on conveying their meaning clearly, & still more those whose notions of style are based on a few misleading rules of thumb, that are chiefly open to the allurements of elegant variation. […] The fatal influence […] is the advice given to young writers never to use the same word twice in a sentence — or within 20 lines or other limit.

One meaning of “elegant” was “fussy” or “overdone” in Fowler’s day. To vary elegantly was to be a bit of a ham. Wikipedia defines elegant variation as the “unnecessary use of synonyms” and cites the example of “elongated yellow fruit” as an elegant variation of “banana”.

In his critical writings, stylist’s stylist Martin Amis frequently presents elegant variation as an unpardonable tic of the “anti-writer”. Here is Amis on Henry James:

James’s prose suffers from an acute behavioural flaw. Students of usage have identified that habit as “elegant variation”. The phrase is intended ironically, because the elegance aspired to is really pseudo-elegance, anti-elegance. For example, “She proceeded to the left, towards the Ponte Vecchio, and stopped in front of one of the hotels which overlook that delightful structure.” I can think of another variation on the Ponte Vecchio: how about that vulgar little pronoun “it”? Similarly, “breakfast”, later in its appointed sentence, becomes “this repast”, and “tea-pot” becomes “this receptacle”; “Lord Warburton” becomes “that nobleman” (or “the master of Lockleigh”); “letters” become “epistles”; “his arms” become “these members” and so on. Apart from causing the reader to groan out loud as often as three times in a single sentence, James’s variations suggest broader deficiencies: gentility, fastidiousness, and a lack of warmth, a lack of candour and engagement.

Still not convinced? Try this, from The Art of Writing, by Sir Arthur Quiller-Couch:

An undergraduate brings me an essay on Byron. In an essay on Byron, Byron is (or ought to be) mentioned many times. I expect, nay exact, that Byron shall be mentioned again and again. But my undergraduate has a blushing sense that to call Byron Byron twice on one page is indelicate… Half-way down the page he becomes “the gloomy master of Newstead”: overleaf he is reincarnated into “the meteoric darling of society”: and so proceeds through successive avatars—“this arch-rebel,” “the author of Childe Harold,” “the apostle of scorn,” “the ex-Harrovian, proud, but abnormally sensitive of his club-foot,” “the martyr of Missolonghi,” “the pageant-monger of a bleeding heart.”… The Gospel does not, like my young essayist, fear to repeat a word, if the word be good. The Gospel says, “Render unto Caesar the things that are Caesar’s”—not “Render unto Caesar the things that appertain to that potentate.”

Online, especially in static web content and email, elegant variation is best avoided. It’s fine, frequently very helpful, to call something by the same name, sometimes even in the same sentence. It takes courage to do this at first, but your users will benefit.

Indeed, restricting vocabulary online is great usability. Too often, for instance, sites still refer to their target audiences by several different words – some combination of “users”, “customers”, “registered users”, “readers”, “members”, “account holders” etc – when one single, friendlier word would cover them all: “you”. Or again, it’s much better to refer to “2001” as “2001” every time it comes up, rather than “seven years ago” or “two years previously”: it saves users having to wade back through your content to do the sum.

Steve Krug, in his excellent Don’t Make Me Think, compares web users looking at pages to drivers looking at “billboards going by at 60mph”. This is no time for “elegance”; this is a time for instant clarity.

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Not all over for the passive after all?

Further to our attempts to rehabilitate the passive voice – or at least demonstrate that using the passive appropriately doesn’t make you a spineless victim type – we were intrigued to read Jakob Nielsen’s recent newsletter topic, “Passive Voice is Redeemed for Web Headings”.

The grand wizard of usability argues that the “active voice is best for most Web content, but using passive voice can let you front-load important keywords in headings, blurbs, and lead sentences. This enhances scannability and thus SEO effectiveness.”

Eyetracking research underlines the importance of getting the first two words right in headings, intro lines, standfirsts and other content elements that are crucial to instant scan-reading. In such ROI- and SEO-critical contexts, Nielsen argues, “you might want to succumb to passive voice if it lets you pull key terms into the lead”.

Certainly it’s the case that web headlines are bending the conventions a little further as we wrestle to keep them front-loaded with the two or three words that really matter.

Take, for instance, the headline for a course overview in a business school brochure. In print, it would be natural to write:

Overview of part-time MBA course

Online, however, it would be much better to write:

Part-time MBA: course overview

For one thing, “part-time MBA course” is the bit that will matter to your scan reader. For another, the first version would quickly get lost in a list of related items:

Overview of part-time MBA course
Overview of full-time MBA course
Overview of Business Studies BA

But using passive voice in headlines is not really bending the rules. It was never really the case that good practice in headlines – online or offline – ever banned the passive altogether. Take today’s BBC UK news homepage, which has the following headlines:

More supermarkets “should be allowed”
Boy hit with hammer for mobile
Former Australian prisoner buys the cell in which he was jailed
Prince quizzed over bird shooting
Should more supermarkets be built?
Eight killed in Russia bus blast
Olympics ticket sales suspended

All of these contain a passive construction, sometimes in abbreviated form. Though not always following Nielsen’s strict front-loading principle, all read perfectly naturally.

So it’s not the passive that is bad in itself – something we should try not to “succumb” to – it’s clunky headlines that are bad. Sometimes passives lead to clunkiness and sometimes they are the most elegant solution. Compare:

“You’ve been rumbled”
“We have detected your wrongdoing”

Which is the clunkier version? The first is more direct, more like what someone might actually say – but it’s actually a passive. The second – robotic – version is actually in the active voice.

So let’s not get too bogged down by the so-called rules of good writing. No one agrees on them anyway.

Last word to humourist Dave Barry’s “Ask Mr Language Person”:

WRITING TIP FOR PROFESSIONALS: To make your writing more appealing to the reader, avoid “writing negatively”. Use positive expressions instead.
WRONG: “Do not use this appliance in the bathtub.”
RIGHT: “Go ahead and use this appliance in the bathtub.”

TODAY’S BUSINESS WRITING TIP: In writing proposals to prospective clients, be sure to clearly state the benefits they will receive:
WRONG: “I sincerely believe that it is to your advantage to accept this proposal.”
RIGHT: “I have photographs of you naked with a squirrel.”

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Greetings, new ad:tech friends

Thanks to everyone who visited our stand at ad:tech 2007 a couple of weeks ago. Some of you we’ve already met again on our first web writing course (hello!), and we’ll be seeing others on the next course on the 24th.

If you wanted to stop by but didn’t have time, or did stop by and meant to get in touch, or didn’t go and wanted to get in touch anyway… email us or use the comments to give us a nudge. (Here’s a quick reminder of what we do.)

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Sticky Content at ad:tech

We’ll be at ad:tech London 2007 on Wednesday 26 and Thursday 27 September, so why not stop by for a few minutes? We’re on Stand 624, next to the Glass House cafe on the first floor. We’ll be happy to answer your questions about online copy, how we do it, what you do, what you should be doing…

Opening times: Wednesday 26 September 10am-5pm
Thursday 27 September 10am-4.30pm

Venue: Olympia 2, Hammersmith Road, London W14 8UX (how to get there)

See you there!

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Hypewatch: “Home fabrication, the biggest thing since money”

Inflated claims for technology #2:

I think that within 10 years private individuals will be able to make for themselves virtually any manufactured product that is today sold by industry. I sometimes wonder if politicians realise that the entire basis of the human economy is about to undergo the biggest change since the invention of money.

– Adrian Bowyer, senior lecturer in mechanical engineering, Bath University, quoted in The Guardian, 29.03.07

Unlike the sort of hype where people just make overblown historical comparisons to persuade us of something’s significance, I think all Adrian Bowyer is guilty of is overenthusiasm, and if engineers didn’t come over a bit unnecessary now and then about their ideas we wouldn’t have much good engineering.

But aside from the new post-home-fab economy, futurism doesn’t have a great predictive record, and the clock’s ticking on that “within ten years”.

Update 19.09.07: It’s still not the new money, but home fabbing (aka “3D printing”) looks like it’s tentatively getting under way thanks to Ponoko… [via Bad Science]

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