This course provides you with reliable skills for any writing task.

Performance Objectives: Upon completion of this course, you should be able to:

• Use job aids to assess your users.
• Develop personas.
• Plan your documents using planning checklists and customer focus sheets.
• Align your writing to your business objectives and users’ needs.
• Use information design thinking to meet customers’ and colleagues’ information needs.
• Write accessible content without error or ambiguity.
• Convey ideas in simple, clear language.
• Include only important, relevant information.
• Write brief, informative, friendly, firm messages to reduce or resolve conflict.
• Use essential grammar well and help others do the same.
• Plan and write high-quality daily work and special projects.

Intended Audience: All audiences.