Negative conversations

If positive conversation mining helps improve your product content, negative conversation mining helps protect your brand image and reputation. Learning what your users dislike or detest about your product can go a long way in ensuring that you take corrective steps and avoid repeating these mistakes in the future.

In what was one of the greatest UX writing fiascos of the year, The Seattle Times reached out to readers with a notification asking them to subscribe for COVID-19-related updates. However, the CTA on their subscribe button said “Yes, I want Coronavirus,” leaving users perplexed. Many of these users took to the internet to express their amusement and anger. Through conversation mining, the issue was quickly resolved by another UX writer.^[1]

The lesson to take home here is that negative conversations need not be looked at as a bad thing because they have the power to pinpoint what is wrong. They can help you arrive at solutions accordingly, while also allowing you to stay away from such errors while writing.