Empathy and inclusivity in technical documentation enhance user experience, foster trust, and ensure content is accessible to diverse audiences. This article outlines how to apply empathetic and inclusive language while maintaining a clear, helpful, and confident voice.
These guidelines apply to:
Getting started articles
User manuals
Troubleshooting instructions (standalone articles or sections)
FAQs (embedded in articles)
Release notes
Responses to feedback and support tickets
What is empathetic and inclusive writing?
Empathetic writing: Acknowledges the user's emotions, frustrations, or challenges and provides supportive, solution-oriented language. Empathy is not “being soft”—it’s reducing friction when users are stuck.
Inclusive writing: Respectful, accessible language that avoids bias, stereotypes, and exclusion. Inclusivity keeps content clear, neutral, and accessible.
Why empathy and inclusivity matter in technical documentation
Builds trust: Users feel heard, supported, and respected.
Improves accessibility: Ensures content is clear and easy to understand for diverse audiences.
Reduces frustration: Especially in troubleshooting or error messages, empathetic language can ease user anxiety.
Key principles of empathetic and inclusive writing
Be user-focused:
Not recommended: “Users must avoid incorrect configurations.”
Recommended: “To prevent errors, ensure your configuration settings are correct.”
Acknowledge user frustration without being overly casual:
Not recommended: “Oops! Something went wrong.”
Recommended: “An unexpected error occurred. Please follow these steps to resolve the issue.”
Use gender-neutral language:
Not recommended: “The administrator should update his settings.”
Recommended: “The administrator should update their settings.”
Avoid assumptions about user knowledge:
Not recommended: “Simply adjust the API parameters.”
Recommended: “Adjust the API parameters by following these steps.”
Focus on solutions, not blame:
Not recommended: “You entered an invalid password.”
Recommended: “The password entered is incorrect. Please try again.”
Applying empathy and inclusivity in different scenarios
Getting started articles
Empathetic: Recognize that new users may feel overwhelmed.
Example: “If you’re new to Document360, follow these clear steps to set up your account with ease.”
User manual instructions
Inclusive: Use clear, jargon-free language.
Example: “Use filters to find specific articles, even in large datasets.”
Troubleshooting instructions
Empathetic: Acknowledge that errors can be frustrating.
Example: “If this issue occurs, follow these steps to get back on track.”
FAQs
Inclusive: Phrase questions from a user’s perspective.
Example: “How can I recover my account if I forget my password?”
Release notes
Neutral but user-focused: Focus on how changes benefit users.
Example: “Improved search functionality to help you find content faster.”
Responses to feedback and support tickets
Empathetic and respectful: Show understanding and commitment to resolution.
Example: “Thank you for reporting this issue. We understand how this impacts your work, and we’re actively working on a solution.”
Quick reference checklist
Focus on the user’s needs and emotions, especially in troubleshooting and support responses.
Avoid using overly casual or dismissive language (e.g., “Oops!” in error messages).
Use clear, simple, and jargon-free language.
Do not make assumptions about the user’s background, knowledge, or experience.
Apply gender-neutral, inclusive language.
Acknowledge frustrations without sounding robotic or overly apologetic.
Avoid blaming the user for mistakes instead of focusing on solutions.