In times of crisis, every minute counts for survivors and first responders. That means responses to emergencies like wildfires, earthquakes, and hurricanes require very fast turnaround times. I build relationships of trust and respect early on with my design and engineering partners so we can serve our users useful, high-quality content--fast.
SITUATION
The Airbnb.org Content Guidelines needed glossary, style, and legal updates. But it also needed to be remembered and used.
TASK
I updated Airbnb.org's Content Guidelines, creating an internal site to make our previously- underutilized Content Guidelines document more robust and user-friendly.
ACTION
I conducted an in-depth listening tour with every Airbnb.org team to ensure accuracy and increase stakeholder buy-in.
I managed a writing contractor to continually update the site with the latest content developments.
RESULT
The Airbnb.org Content Guidelines became a go-to resource for cross-functional partners in engineering, product management, design, strategic partnerships, customer support, operations, and leadership.
STRATEGIC INSIGHT
Regularly conducting listening tours with subject matter experts ensures that an organizational glossary reflects the most current and correct language. UX writers can then apply brand voice and tone standards to optimize content.