Table of contents
Click on the following image to see thumbnails
of some of the pages of this manual.
1. Best-practice online writing 1 1.1 Know your readers and their needs 2 1.2 Keep it short 6 1.3 Short doesn't mean superficial 12 1.4 Clarity not complexity 13 1.5 Scannability 15 1.6 Write using the inverted-pyramid style 22 1.7 Credibility 25 1.8 Link to other sources of information 28 1.9 Great FAQs 29 1.10 Great About us pages 31 1.11 The Year's Ten Best Intranets 32 1.12 Chapter summary 33 2. Turning useability into return on investment 34 2.1 How do we justify all this work? 35 2.2 Intranets, government and non-profit web sites 35 2.3 Useability affects sales 37 2.4 Useability and return on investment 38 3. When to use multimedia 39 3.1 When to use images 40 3.2 Should your site be image light or image heavy? 41 3.3 When to use movies, Flash, Shockwave etc. 43 3.4 When to use e-mail attachments 45 4. E-mail that gets results 46 4.1 Understand why you're writing 47 4.2 Structuring and formatting e-mail 47 4.3 Descriptive codes in your subject line 49 4.4 Replying to e-mail 50 4.5 Minimising time spent with e-mail 50 4.6 Sometimes a meeting is just better 51 4.7 Avoid emotion 52 4.8 Plain text or HTML e-mail? 53 4.9 Is your e-mail mistaken for spam? 55 4.10 Other e-mail recommendations 56 4.11 Chapter summary 57 5. Effective electronic newsletters 58 5.1 E-newsletters build relationships 59 5.2 A big benefit 62 5.3 Chapter summary 63 6. Quality control 64 6.1 Consistency 65 6.2 Correctness and credibility 66 6.3 Currency 67 6.4 Legality issues 68 6.5 Privacy issues 69 7. Bad design can ruin good words 70 7.1 Why a chapter on design? I'm not a designer! 71 7.2 Line spacing 71 7.3 Font size that are too small 72 7.4 Font sizes that can't be changed 73 7.5 The role of PDF files 74 7.6 The all-important home page 77 7.7 Things that users hate 78 7.8 Chapter summary 79
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TESTIMONIAL
"Tim, the book was excellent. So many of the how-to writing books available today are awful. I find yours are not only inspirational but they contain excellent information, wisdom and advice.
There's an awful lot of pontificating twaddle written by people on the subject of writing -- and I think your writing stands out as being head and shoulders above the rest."
Iona Lister
