As content designers and UX writers, we often write things that users want to see: onboarding for new features or help articles explaining how to use our products. But sometimes we have to communicate bad news, and this brings an entirely different set of challenges.

In this talk, Kevin will describe a project he was part of at Atlassian, where he had to communicate a price increase for Jira Automation. He’ll describe his content strategy approach, the challenges he faced from stakeholders along the way, and what he learned throughout the process.

In this session, you’ll learn:

• The importance of setting content principles early, and how you might do this in your projects
• The value of cross-discipline collaboration when communicating bad news
• Why you should never put your name to bad news