The document discusses the importance of utilizing empathy in web design and content creation. It notes that everyone experiences difficult things like grief, depression, abuse, etc. and the internet is not always sensitive to that, with some forms asking overly personal questions or content excluding people. As content creators, we can do better by remembering that our audience has different experiences and may react differently, using purposeful and neutral language since we don't know what type of day someone is having. It gives the example of Mailchimp using fun graphics but neutral language as an empathetic approach for all audiences.

1. Everybody Hurts:
Content for
Kindness
Utilizing empathy in web design
and content creation is
more important than we
might think…
Slideshow by Camille Awbrey

2. We’ve all been through tough
stuff…
This could include but certainly
isn’t limited to:
 Grief
 Depression
 Abuse
 Sexual Assault
 Financial Troubles
 Painful Memories
 And much, much, more

3. And sometimes the internet isn’t
too sensitive to that
 Forms might ask unnecessarily
personal questions that could trigger
painful experiences
 Ex: “Have you been sexually
assaulted?”
 Sometimes the Internet excludes us
from having a place of our own
 Ex: Facebook not accepting
names
 Online content trying to be nice,
whimsical, funny, or quirky might
strike some people the wrong way
 Ex: Facebook “Year in Review”
posts (when someone’s year
hasn’t been great)

4. As content creators, we can
be better!
 Our audience is not usually as
“ideal” as we may think
 Our original intentions might get lost
in translation
 Remember, everyone comes with a
different set of experiences and
might react to things differently
 Be purposeful in your writing; if it’s
unnecessary, don’t use it
 Use neutral, helpful language as
much as possible; you never know
what type of day someone’s having
Mailchimp does whimsical right: fun graphics with
neutral language is empathetic to all audiences