Client: WebTV (Microsoft)
Challenges: Describe to people who have never used computers (or, in some cases, even a typewriter) some basic features of WebTV and the Web, and how to begin using them.
Dutchgirl’s solutions
Many WebTV subscribers were unaware of how they could use WebTV. To help new subscribers get started and to reduce subscriber churn, I wrote tips that subscribers received in a series of emails. The tips:
- Used plain language to explain basic features of WebTV and the Web, such as the address book and bookmarking, and used common real-world tasks in examples
- Concentrated key phrases in subject lines to communicate the topic and benefit of each tip (so that the subscriber would know whether the message was of interest without opening it)
- Included links in the tips to the relevant functionality in WebTV
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