Presentation Open Access

Emails Are UX, Too: How to Make Better Overdue Notices & Other Communications

Davis, Robin Camille; Sheffield, Silvia

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    <subfield code="a">&lt;p&gt;&lt;strong&gt;Davis, R. &amp;amp; Sheffield, S. (2021). Emails are UX, Too: How to Make Better Overdue Notices and Other Communications. Presentation given at Designing for Digital 2021, virtual.&lt;/strong&gt;&lt;/p&gt;

&lt;p&gt;We implemented a large-scale improvement to our patrons&amp;#39; experience of our libraries by updating our automated emails. Using a tone evaluation, UX principles, and user research insights, we rewrote 18 email templates. We&amp;#39;ll share how we wrestled with ILS limitations and why we focused on presenting information to stressed users.&lt;/p&gt;

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