UX writing IRL

I first noticed I was doing “in-real-life” UX writing at the paint store. I’d handed over a paint chip in an eye-searing aqua blue and answered the follow-up questions (Ten gallons. Exterior. Eggshell). I was opening my mouth to ask, “How long will this take?” when I stopped myself. I edited my question, asking instead, “How long do you need?”

I did it again when I was writing an email to have several colleagues taken off a standing meeting invitation. They'd attended once as part of a presentation, but they were still on the invitation and it was cluttering up their calendars. I started to explain their attendance as, “This was a one-time thing,” but I backspaced almost immediately. I replaced it with, “They were our special guests.” I knew my colleagues probably wouldn’t even see that message, but I made the change anyway.  

And I know I’ve mentioned this in a post before, but I’ve completely replaced, “We’re getting kicked out of our meeting room,” with, “The next group is here for their meeting.” I choose not to blame the incoming group for my lack of time management. 

UX writers know we need to keep the audience in mind. This may seem obvious in the workplace with our principles colorfully plastered on the walls, but it’s a little less so when we’re going about our day-to-day lives buying paint the neighbors will hate. You may even stop flexing that muscle when you’re not writing specifically for your customers. If they’re not our customers—if they’re "just our coworkers"—they don’t count, right? If this is your thought process (or if you haven’t really thought about it), then you might be missing an opportunity. 

Thinking about your audience—putting them first and crafting your message accordingly—is something that needs to be continuously practiced. It’s a teeny-tiny change from “how long will this take” to “how long will you need,” but this shift puts the focus on the recipient. It’s about them, not you. It takes their feelings into consideration and helps them feel understood. And really, mastering a life skill like that couldn’t hurt.

I’m guessing I’m going to need that skill when the neighbors see the new paint job.