When we started this project, the CARES Act and the Paycheck Protection Program were brand new and changing by the day! People needed to know the process and what they were responsible for. I created a customer journey map to outline the process from obtaining a loan, using the funds, applying for forgiveness, and navigating any tax implications.
Tone is a tool for writers. When I was drafting these articles, I needed to make sure readers understood a concept from a high level from scanning, and then they could get the details by a closer read.
The Paycheck Protection Program introduced a lot of terms most small business owners didn’t understand. When I used terms, such as disbursement, I made sure I explained what that means and what that means for their loan and the ability to get their loan forgiven.
Over the span of a few weeks, QuickBooks learning support saw some of the highest traffic ever. One of our main Paycheck Protection Articles received over 100,000 views in the matter of two days. Some of our highest viewed articles don’t even get that in a year.
