Digital Conversation - Creation: Scripting A Digital Conversation

Creation: Scripting A Digital Conversation

Each Digital Conversation is made up of a dialogue based script consisting of a narrative and choices with pathways that lead to Outcomes. It is the user, through their choices, who decides which pathway to follow. The script takes the form of a Decision-Tree and is the backbone of the Digital Conversation. Each Decision-Tree defines two or more Pathways. The end point of a Pathway is an Outcome or a loosely-coupled Link to another Digital Conversation enabling longer Digital Conversation flows.

By embracing the concepts of Web 2.0 and allowing infinite numbers of Digital Conversations to be linked, this can allow hugely complex subjects to be tackled. One Digital Conversation written by an expert in Europe can be linked to an existing Digital Conversation written by an expert in Africa. This allows in theory, vast knowledge landscapes made up of components.

A Digital Conversation can contain good dialogue or bad dialogue. Good dialogue typically means the aggregated interaction of each Dialogue-Step is undertaken in less than 5 seconds. This means a person can read and understand a Dialogue-Step after one read through and wants to continue to the next Dialogue-Step.

Bad dialogue has the opposite effect. Unclear language, for example, can cause confusion and have an adverse effect on a user, worst case scenario is when a user leaves a Digital Conversation in despair. Luckily thanks to the available Metrics, such problems can be spotted quickly (numerous users exiting on one particular step indicates an issue with that step) and acted upon, with the dialogue changed as and when needed.

So, the development of a good Digital Conversation which will engage users requires a combination of skills in particular:

>> Two-way communication

>> Decision-tree logic

>> Behavioural economics

A Digital Conversation can be created for any scripted dialogue, thus it is suited for marketing, sales, support, practices, guides, policies, procedures and much more.