What is a “Likable” Brand?

It’s been almost two years since┬áChimamanda Ngozi Adichie’s Girls Write Now Awards Speech, and yet in the current political climate it’s getting some much-needed press. Today, I’m sharing it both because I think it’s a valuable lesson, and because I want to drive home an important point: the difference between a person and a brand….

Continue Reading

Is Your Web Voice Better Than a Spice Girl?

Imagine you visit a website, and in the middle of purchasing a new lawn mower, a Spice Girls song began. How embarrassing would it be? How distracting? That’s not the voice or personality of your site! That’s exactly what happened in the February 19th closing Broadway performance of Chicago. The female lead playing Roxie Hart…

Continue Reading

Triggering Language in the Patient Experience

“Triggered” might just be the word of the year. It’s showing up in political discussions, on college campuses, in relation to gender equality, rape culture, military history, suicidal fears, domestic abuse, racial slurs, sexual abuse, and the list goes on. But triggers have another meaning in healthcare, and it’s relevant for those working in patient…

Continue Reading

How to Write Clearly

A recent project has been keeping me very busy. We’ve been redesigning a site with numerous content problems, including a large amount of jargon-heavy copy. Our next step is to prioritize the many pages that need rewrites. We’ll know we’ve been successful if users are able to understand information without calling the help line. In…

Continue Reading