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lexical_considerations [2018/08/21 11:30] 127.0.0.1 external edit |
lexical_considerations [2019/08/07 14:23] (current) lisa.illgen_concentrix.com [Consider the word choice of the system persona as well] Added link to Multilingual Applications |
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| ==== Consider the word choice of the system persona as well ==== | ==== Consider the word choice of the system persona as well ==== | ||
| - | This is tied to the above in that the persona should reflect the formality or casualness of the type of industry (finance, travel, tech support) that the application supports. Keep in mind the mood of the persona (helpful, knowledgeable, trustworthy, etc). The persona also reflects the brand of the business, and often branded terminology must be used because of marketing directives, alignment with the website, etc. Sometimes the branded term is difficult to recognize over the phone, or may mean something else. In extreme cases, the English-branded term is required even in a non-English segment of an IVR. In these instances, be sure to accompany the term with a native-language explanation. | + | This is tied to the above in that the persona should reflect the formality or casualness of the type of industry (finance, travel, tech support) that the application supports. Keep in mind the mood of the persona (helpful, knowledgeable, trustworthy, etc). The persona also reflects the brand of the business, and often branded terminology must be used because of marketing directives, alignment with the website, etc. Sometimes the branded term is difficult to recognize over the phone, or may mean something else. In extreme cases, the English-branded term is required even in a non-English segment of an IVR. In these instances, be sure to accompany the term with a native-language explanation. For more information on word choice and personas in multilingual applications, see [[multilingual_applications|Multilingual Applications]]. |
| ==== Write prompts so that the user knows exactly how to respond to a question or menu ==== | ==== Write prompts so that the user knows exactly how to respond to a question or menu ==== | ||
| It is critical to set users up for success. Ambiguous or unclear prompts that violate the above principles leave the user unsure of what to do next, and their response may be to hang up or zero out. | It is critical to set users up for success. Ambiguous or unclear prompts that violate the above principles leave the user unsure of what to do next, and their response may be to hang up or zero out. | ||