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Process & Samples

My process

I don’t do cookie-cutter, and I don’t work in a silo. Everything I do is customized for my clients’ needs and determined through a collaborative process.

We start with an in-depth conversation and some important questions to consider. I ask about the project’s goals, audience, and timeline, among many other things I need to know before I get started.

While projects vary, this general process remains consistent:

  • I ask you about your needs and goals, and I listen carefully to the answers.
  • I review relevant materials and make sure I understand the content that already exists.
  • I learn the concepts and terminology, and I get a sense of the language your end users relate to.
  • When appropriate, I speak with members of your team and other crucial stakeholders.
  • I share ideas, recommendations, and concerns that arise for me at the beginning of the project.
  • I collaborate with you and relevant team members to design a prototype plan for my work and get your feedback before continuing.
  • I maintain close communication with you throughout the project, working together to ensure it’s just what you’re looking for.
  • I maintain confidentiality and am happy to sign nondisclosure agreements.
  • I diligently meet deadlines (unless the project scope changes).

Most of my work is proprietary, and I’m not allowed to share it publicly. If you’re my client, I’ll agree to the same confidentiality for you. But here are a few things I’ve done:

Technical editing, writing, and information architecture for War Child:

War Child

I’m synthesising numerous reports and instructional and technical documents into a comprehensive set of implementation guidelines for War Child’s UNICEF-supported Can’t Wait to Learn education programme. This involves close collaboration with the team; interviews with subject matter experts; new content development; and meticulous reviewing, sorting, and editing.

A quick-start guide for Transcribe! music transcription software:

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A decision tree for end users of a technology implementation:

The decision bubbles have been redacted to protect client confidentiality.

My process for designing and writing a pharmaceutical manufacturing training module:

The module simplified a complex physical and chemical process (column chromatography) into plain English without losing important technical details. My main steps included:



Iterative review

An elearning module for the United States Department of Health and Human Services:

Link from the screenshot, and select 'Travel Charge Card Training'. This module follows a precise, government-approved format. I wrote the script.

Microcopy recommendations to improve user experience (UX):

Here are some common UX issues, with my recommendations for fixing them:

1. Uninspired feedback (like this default pass-or-fail feedback for an online exam creator):

“Congratulations, you passed” is a little dull. And “Sorry, you failed” is just mean.

Instead, try this for a casual "pass" message.

Or this is a bit more formal, but still a mix of polite and friendly.

Here's a better version of the "fail" message.

And another one.

2. Uninspiring sign-up forms (and spelling mistakes):

First of all, can you find the major typo? (hint: they’re trying to say please, not asking to pass the peas).

You need a more enticing invitation than the standard “Subscribe to our newsletter!” For example, “Keep up to date about how [company name] can fuel your digital marketing.”

“Anymore” should be “again.”

3. Confusing web forms:

This form asks you to type in your server (IP) address and your “website name.”

What exactly do they mean by “website name?” It looks like they might mean your site title, but that generates this nasty error message.

Most people using this page will know the “website name” as the URL, and it should say this clearly.

4. Vague or inconsistent instructions:

We're told to press the Input button…

But where could it be? The instructions should state the correct button, or the company should give remote controls that match the instructions.

Get In Touch

I look forward to helping you perfect your English documents!

Betsy Hedberg

+31 (0)61 850 5055