Keeping Content Health and Quality in Check by Jason Kaufman, Irrevo
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Keeping Content Health and Quality in Check by Jason Kaufman, Irrevo

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Measuring what’s working, what isn’t, and acting on this critical information is what ...

Measuring what’s working, what isn’t, and acting on this critical information is what
drives the continuous optimization of your content. Focusing your quality program roles,
responsibilities, and accountabilities is the key to simplifying your workload and lowering
costs.
In this session, we will demonstrate how to:
• Establish your Article Quality Index (AQI) to measure the success of your content quality
program.
• Determine your Article Utility Index (AUI), what content is valid AND valuable.
• Manage your Content Validity Check (CVC) Project(s).
• Identify and track improvement opportunities (Flagging) and enhancements (Fixing) on
an ongoing basis.

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    Keeping Content Health and Quality in Check by Jason Kaufman, Irrevo Keeping Content Health and Quality in Check by Jason Kaufman, Irrevo Presentation Transcript

    • Keeping Content Health and Quality in Check Presenter: Jason Kaufman October 23, 2013 LavaCon – Portland, Oregon
    • We all understand the importance of content quality and how crucial it is to our business. The challenge is successfully conveying that to others.
    • Overview 1. 2. 3. 4. 5. Setting the stage Elements of a successful content program Measuring article (content) health Continuous improvement Q&A
    • Overview 1. 2. 3. 4. 5. Setting the stage Elements of a successful content program Measuring article (content) health Continuous improvement Q&A
    • The Challenge Change is the only constant. • • • • Team members: Agents, authors, experts, managers, coaches, trainers, etc. Systems. Products and services. Market and customers. 1. Setting the stage 2 3 4 5
    • KM system landscape and acquisition timeline. < 2004 2005 2006 2007 2008 2009 2010 Acquired by 2011 Additional KM solutions. 1. Setting the stage 2 3 4 5
    • Change Management Possible impacts of change: • • • • • • • Content value, validity, and overall health suffers. Practices are not handed off appropriately. Guidelines are lost in the shuffle. New content is layered on top of old content, without revision. Content begins to fail; search relevancy declines. Customer satisfaction is impacted. Decreased awareness, participation and trust. 1. Setting the stage 2 3 4 5
    • Change Management Perception: The software has failed. Reality: Your content management program needs attention. 1. Setting the stage 2 3 4 5
    • Defining “Healthy Content” Should be defined by your company to fit your unique environment. Our Definition: Healthy content is valid, useful, clear, timely, and consistent information that is easily accessible by the intended Audience via the most intuitive channel(s) possible. Define these for your organization: • • • • Validity Clarity Timeliness Consistency • • • 1. Setting the stage Ease of access Proper audience Proper channel(s) 2 3 4 5
    • Overview 1. 2. 3. 4. 5. Setting the stage Elements of a successful content program Measuring article (content) health Continuous improvement Q&A
    • Governance Steering committee: Form a Steering Committee comprised of stakeholders across your organization. Mission & principles: Develop and communicate your mission statement and guiding principles. Ongoing dialog: Discuss stats regularly as part of your Steering Committee, refine guidelines, principles, communications, priorities. 2. Elements of a successful content program 3 4 5
    • Implementing the Mission Guidelines: Identify best practices and guidelines that support the vision for your content, mission statement, and guiding principles. Roles and responsibilities: Outline the various roles of teams/individuals who participate in the content management process. Checklists: From the guidelines, develop checklists for each of the roles for them to leverage when doing their part. 2. Elements of a successful content program 3 4 5
    • Continuous Improvement Track and trend: Track and trend the overall content health and areas for improvement on an ongoing basis. Optimize: Formalize plans to ensure communications, training, and coaching is focused on the areas of greatest return. 2. Elements of a successful content program 3 4 5
    • Overview 1. 2. 3. 4. 5. Setting the stage Elements of a successful content program Measuring article (content) health Continuous improvement Q&A
    • Collect Data Establish your Article Quality Index (AQI) Facilitate a project to assess a sample of the site content to determine whether the information adheres to your content health guidelines. 3. Measuring article (content) health 4 5
    • Collect Data Establish your Article Utility Index (AUI) Facilitate a project to assess a sample of the site content to determine if it meets your standards for accuracy and usefulness. 3. Measuring article (content) health 4 5
    • Interpret AQI and AUI Review Data Determine the biggest problem areas that need to be addressed and then track it over time. 3. Measuring article (content) health 4 5
    • Establish Archival Candidate Report Based on your users, content types, usage stats, etc., determine your formula and process for archiving invalid, outdated, lowpriority content. Examples: • • • • Items that were created over 3 years ago, not viewed in the last six months. Items that have been viewed 10 or fewer times per month for the last three months. Items that receive user ratings of 20% or lower for the past three months. Items that appear in common searches that are not relevant. 3. Measuring article (content) health 4 5
    • Overview 1. 2. 3. 4. 5. Setting the stage Elements of a successful content program Measuring article (content) health Continuous improvement Q&A
    • Establish Take action to improve utility. Facilitate targeted clean-up projects to improve content health in the most impactful areas. Perform peer reviews and facilitate discussions to keep your team aligned. 4. Continuous improvement 5
    • Establish Provide immediate feedback and coaching to contributors so they can learn from their missteps. Perform regular AQI and AUI audits and track your metrics. Embrace a culture where it is okay to archive content and ensure there is a process for searching the archives. 4. Continuous improvement 5
    • Overview 1. 2. 3. 4. 5. Setting the stage Elements of a successful content program Measuring article (content) health Continuous improvement Q&A
    • Q&A Our Services: Content Strategy Consulting Technical Writing and Editing Knowledge Health Checks Content Project Management My Info: Jason Kaufman jkaufman@irrevo.com (206) 229-1032 www.irrevo.com Twitter: @irrevo Skype: Jason_M_Kaufman