Stop me if you've heard this one:
Q: What did the developer say to the users in the changelog?
A: Minor bug fixes and enhancements.
Whoops, sorry, that's not a joke. It is unfortunately common, though. Far too often, changes in software and websites are communicated to users with a cavalier attitude — if it all. This talk explores why it's important to communicate clearly about change, why we often don't, and how to do it better.
It covers a three-step framework for communicating about change with users and customers. There are also three advanced techniques to ease user concerns—and even turn them to your advantage—during substantial or controversial changes to your sites, apps, and services.
This talk draws on my experience as a content strategist and digital marketer, along with inspiration from my personal collection of hundreds of screenshots taking obsessively since 2012 nearly every time an app or service I used announced some sort of change.