Customer-friendly documents address each of these cornerstones
How the information in a document flows is crucial to understanding it. Organize content into ‘bite-size’ modules and apply a top-down hierarchy. Start with your key message and work down to the less-important details.
When creating a package that has several documents, apply the same thinking – the order of the documents and their relationship to each other should be instantly clear to the reader.
Organization of information
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- The visual presentation of your content has an enormous impact on readability and comprehension of a document.
Design elements including a strategy for typography, layout/flow, graphics, and colour must be coordinated within a document to optimize its usability.
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People appreciate clear, easy-to-understand communication – regardless of their background or level of education.
Plain language works for legal documents too. Lawyers today recognize that a document can be both reader-friendly and legally precise.
Plain language writing
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A good document has the right information – and the right amount of information, no more and no less.
Personalized information helps customers manage their account and get the most out of their relationship with you.