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Explain the concept modularly

Define classes hierarchically

Create expanded definitions

How to articulate concepts

What's a network?  What's a protocol? What is lift?

Most organizations do a lousy job defining concepts like these, which are crucial for the customer to understand, before getting down to work, or making a key decision. 

You can sometimes see the writers fumbling around, starting off to write an essay, then getting distracted, focusing in on some little detail, then reminiscing about how the idea came up in the first place, and so on. 

And, despite all the verbiage, the conceptual material rarely answers the questions that users ask.

Conceptual material--explaining an idea, a general theme, an abstract notion--must be organized to respond to users' questions, methodically, and consistently.  Otherwise, you waste our time.

You need a pattern, if you are going to articulate your concept.  In this section, we provide a few suggestions.

Resource:

Creating customer assistance that actually helps, from Hot Text: Web Writing that Works (2002, PDF, 993K, or about 18 minutes at 56K)

I am patiently awaiting your email reply, so I can get this bug off my head.

 

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