Project

Rewrite Yahoo!’s top 100 most frequently used Help Articles (FAQs).

Our Assignment

• Rewrite Yahoo!’s top 100 most frequently used Help Articles (FAQs) to make the writing easy for customers to understand and act upon.
• Write the Help Articles so they were useful to novice users and developers alike.
• Improve the readability of the Help Articles to boost customer satisfaction ratings.
• Write a 30-page Content Guidelines document for Yahoo’s Content Management Group so content managers can maintain the Help Articles.

Highlights

We negotiated successfully with Yahoo! engineers and developers. We advocated for clear help language that customers could understand and customer service agents could use for one-and-done e-mails to customers.