"From the very start, e-commerce has empowered the customer to an unprecedented degree...
If the customer is in the driving seat, the logical next step is to rethink everything from that perspective."

Electronic commerce, 2000 Special Report on the Financial Industry
CAP GERMINI, ERNST & YOUNG

Susan Harkus

My work Special projects Writing for translation Papers, articles & research Contact me

My work

I realised very quickly in my 'online' life that we may build websites, we may create and send e-communications and we may invest heavily in internal web resources but everything we build is only brought to life through a user experience.

If our designs don't focus on delivering engaging user experiences, we fail and failure means a total waste of investment.

User-centred architectures + content & communications that engage
=> Business outcomes

Rich collaboration

My work and experience in the online space is exciting and fulfilling because of my close collaboration with two very talented and creative professionals, Renée Todres and Heather Schoenheimer.

Renée is the Managing Director of Tipping Point, a digital services company with extensive experience in e-marketing, website design and innovative web-based business solutions.

Heather is the CEO of HS Consulting, and a specialist consultant in HR, Learning Development, Organisation Capability and Leadership Curricula.

My focus - user engagement

Users don't come to a site to experience all. They don't open an email to see all. They usually come for just one user experience.

Everything I do, starts and ends with user experiences.

The work I do pro bono
The research I do into writing
The papers I write
The workshops I lead such as the writing for online users workshop

Susan Harkus

Information architect & content analyst

I work collaboratively as a facilitator, producer or coach

to validate your web and email strategy
to design your website or intranet
to fix user experience problems
to establish productive content development processes
to write web and email content
to develop communications and intranet portals that support human resources programs
to design and implement data capture through user surveys, indirect feedback channels and user testing

Can I help you extend the content development skills of your staff? Ask me about my training solution for writing for online and for translation.

Contact Susan Harkus