Identify your users and their top tasks

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In order to write for your users, you need to know who they are! Here are some general tips to help you identify your users:

• Listen to user questions – what do your visitors ask when they send you an email or call your office?
• Talk to users and ask them what they want.
• Analyze your web metrics to figure out what people are looking for on your website:
  • What are your most-visited pages and where do people spend the most time?
  • What top search phrases do people use?

There are many techniques to help you learn about your users. For details and best practices visit www.usability.gov.