Writing With Empathy: Creating Content for Real People

In a world overflowing with information, communicating clearly and effectively is more critical than ever.

This session addressed a critical question: Are we truly connecting with our readers or delivering information without considering their needs?

Throughout the webinar, Greg explored the nuances of writing for diverse audiences, emphasizing that effective documentation goes beyond just relaying facts.

It’s about fostering understanding and creating a sense of belonging for all readers, regardless of their background or expertise. Here are some of the key insights we shared during our time together:

1. Creating Content with Empathy

Empathy in writing means understanding and addressing your audience’s feelings, needs, and perspectives. We will explore techniques to:

• Identify Audience Needs: Learn how to assess what your readers are looking for and how to address their concerns effectively.
• Use Relatable Language: Discover how to choose words and phrases that resonate with your audience, making your content more approachable and relatable.
• Incorporate Personal Stories: Understand the power of anecdotes and examples that can create a connection with your readers, making complex topics more digestible.

2. Adapting Writing for Different Audiences

Not all readers have the same expertise or interest in a subject. This section will cover:

• Audience Analysis: Techniques for identifying the experience level and preferences of your audience, whether they are beginners, intermediates, or experts.
• Tailoring Content: Strategies for adjusting your tone, style, and complexity of information based on the audience’s background and expectations.
• Creating Multiple Versions: Learn how to produce different versions of the same content to cater to various audience segments without losing the core message.

3. Recognizing and Removing Jargon

Technical writing often falls into the trap of using jargon that can alienate readers. In this part of the session, we will:

• Identify Jargon: Learn to spot terms and phrases that may be confusing or unnecessary for your audience.
• Simplify Language: Explore ways to replace jargon with clear, straightforward language that enhances understanding.
• Use Analogies and Metaphors: Discover how to explain complex concepts through relatable comparisons that make your writing more accessible.

3. Avoiding Documentation Sprawl

Documentation sprawl can lead to confusion and overwhelm for readers. This section will focus on:

• Prioritizing Content: Techniques for identifying the most critical information that your audience needs to know, ensuring clarity and focus.
• Organizing Information: Strategies for structuring your content logically, making it easy for readers to navigate and find what they need.
• Regular Reviews and Updates: Learn the importance of periodically reviewing your documentation to keep it relevant and concise, and avoid unnecessary additions that can clutter your writing.

About the Speaker

Greg Hardigan is a Senior Technical Writer at DocuSign, is passionate about clear, empathetic communication. With a global background in product training and content creation, he helps users learn and innovate. Also an accomplished playwright, Greg brings storytelling skills to every piece of content. He’s excited to share how thinking like our customers can transform the way we write.