How to Write for Users

Make your message easy to understand.

Learn how to write so that a wider audience can understand your message. Making content easy to understand creates a better user experience for all website visitors. It is essential for state government websites to improve their language because clear, inclusive communication ensures that all residents—regardless of education level, language proficiency, or cognitive ability—can understand and act on the information provided.

Tips for Writing Web Content

  • 1

    Start with a Plan

    You want to ensure that content is written clearly and is formatted consistently. You also want your website to be mobile friendly and accessible to people with disabilities. Whether you're creating one new page or an entirely new website, you need a plan. Our Checklist for New Content will guide you on getting started. 

    Checklist for New Content

  • 2

    Simplify your Writing

    Provide Structure

    Most users skim pages by the headings and link titles. Help users find information faster by chunking related information together. Break up text under brief but descriptive headings and subheadings. Use tabs, accordions, or lists to further break down content. Only use numbered lists when the sequence of steps matters. 

    Making your content easy to understand and navigate based on its structure is convenient for everyone, but it is critically important for people with visual, reading, and attention disabilities. 

    Asian woman with visual impairment enjoys using a smart phone with voice accessibility

    Screen readers help the visually impaired navigate web content based upon how the text is tagged in the code, not how it looks. Be sure that headings, subheadings, and bulleted or numbered lists are appropriately marked. Identify the column or row headings for all tables. Learn how to do these things with our Digital Accessibility Best Practices.

    Use Plain Language 

    Mature woman looks at laptop screen and feels frustrated

    Strive for a 6th - 8th grade reading level when writing for the general public. Use short sentences and active verbs. Don't overwhelm visitors with unnecessary words. Remember that people are often busy and in a hurry.

    Free Writing Tools

    A variety of free online tools can help you identify reading level and simplify your writing. 

    Still not sure how to write content? Check out the Nielsen Norman Group's Writing for the Web Articles. 

  • 3

    Learn all you Can

    Take our Writing for the Web course, which is offered in two formats. 

  • 4

    Understand your Audience Better

    Who visits your website and why?

    • Analytics: Start by reviewing your Looker Studio Analytics Dashboard. This broad snapshot of website analytics data lets you know where visitors are coming from, how they get to your website, and identifies what they're looking for while there. You can discover which content is most popular and the keywords and phrases visitors use to find what they need.
       
    • Website Quality Monitoring: If you need to go beyond what your Looker Studio Analytics Dashboard provides, ask for Website Quality Monitoring. We provide software that performs deeper, more focused scans of your website and we support your use of the tool through consulting and regular Website Quality Office Hours. 
       
    • Usability Testing: The absolute best way to understand your visitors and any problems they may have finding the information they want on your website is through Usability Testing. In a nutshell, it involves identifying the top tasks and challenges of your website visitors and observing them as they attempt to complete tasks. You can read about the Department of Revenue's experience for more information. Request Usability Testing support via ServiceNow.