Keeping Content Health in Check
Keeping Content Health in Check
Or 
Have It Simply Walk To The Light
Housekeeping
• This Session Is Being Recorded
• Ask Questions At Anytime
• Feel Free To Use The Chat Window
• There Will B...
Tom Aldous
 SVP of Global Operations
— Acrolinx
 Former Director of TechComm Business 
Development and Evangelism
— Adob...
Jason Kaufman
President & Founder, Irrevo
Over 15 years experience helping global enterprises 
• Implement knowledge progr...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Keeping Content Health in Check
July 24...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Measuring Content Health
• Determinin...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Content Challenge: Change Management
Ch...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Elements of a Strong Content Management...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Should be defined by your company to fi...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Facilitate a project to assess a sample...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Facilitate targeted clean-up initiative...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Facilitate a project whereby Subject Ma...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Archive “Not Valid/Not Useful” Conten...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Archival Process/Threshold
Based on you...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Keep people coming back.
Two main lever...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Improve content health.
• Keep your t...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
• Content Strategy Consulting
• Knowled...
© 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved.
Thank You!
Jason Kaufman
jkaufman@irrev...
Keeping Your 
Content Health in 
Check
WITH ACROLINX
Sampling Of Acrolinx Customers
MedicalSoftware Aerospace
Industrial & Engineering
High Tech
Acrolinx Checking
Style Terminology SEO
GrammarSpelling
Immediate Feedback
Build Skills
Reporting and Metrics
How We Help
People-ready
Marketing
Product Dev.
Web Dev. User Guides
Training
Customer Service
Your Customers
Search-ready Global-ready
People-ready
Marketing
Product Dev.
Web Dev. User Guides
Training
Customer Service
Your Customers
Search-ready Global-ready
People-ready
Marketing
Product Dev.
Web Dev. User Guides
Training
Customer Service
Your Customers
Search-ready Global-ready
Healthy Content Speaks with One Voice
KEYWORD
PLACEMENT
REPORTING AND
METRICS
Healthy Content
Contact Information
24
Information
Thomas Aldous
Acrolinx
SVP, Global Operations
Blog tmaldous.com
Twitter @tmaldous
Email...
Keep Your Content Health in Check
Keep Your Content Health in Check
Keep Your Content Health in Check
Keep Your Content Health in Check
Upcoming SlideShare
Loading in …5
×

Keep Your Content Health in Check

834 views
779 views

Published on

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
834
On SlideShare
0
From Embeds
0
Number of Embeds
360
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Keep Your Content Health in Check

  1. 1. Keeping Content Health in Check
  2. 2. Keeping Content Health in Check Or  Have It Simply Walk To The Light
  3. 3. Housekeeping • This Session Is Being Recorded • Ask Questions At Anytime • Feel Free To Use The Chat Window • There Will Be A “Brief Look” At A Couple Of  Automation Solutions • Q&A At End Of Session
  4. 4. Tom Aldous  SVP of Global Operations — Acrolinx  Former Director of TechComm Business  Development and Evangelism — Adobe Systems, Inc.  Former Managing Partner (20 yrs) — Integrated Technologies, Inc.  Frequent speaker at industry conferences  worldwide  FrameMaker/XML (including DITA)  enthusiast  Single source champion  Blog — tmaldous.com  Twitter — @tmaldous  Let’s LinkedIn — linkedin.com/in/tmaldous
  5. 5. Jason Kaufman President & Founder, Irrevo Over 15 years experience helping global enterprises  • Implement knowledge programs and Systems • Best practices to reduce support costs • Improve overall customer experience • Drive online support success Irrevo’s mission is to “optimize support content to enhance customer  and user experiences.”
  6. 6. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Keeping Content Health in Check July 24, 2013 “You can’t manage what you don’t measure.”
  7. 7. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. • Measuring Content Health • Determining Content Utility: What is valid and valuable? • Tracking & Improving Overall Content Health Keeping Content Health in Check
  8. 8. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Content Challenge: Change Management Change is the only constant: • Your team members change: Agents, authors, experts, managers, coaches, trainers, etc. • Your systems change. • Your products and services change. • Your market and customers change. 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. Perception: The software has failed. Reality: Your content management program needs attention.
  9. 9. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Elements of a Strong Content Management Program • Steering Committee: Form a Steering Committee comprised of stakeholders across your organization. • Mission & Principles: Develop and Communicate your Mission Statement and Guiding Principles. • Guidelines: Identify best practices and guidelines that support the vision for your content, mission statement, and Guiding Principles. • Roles & 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. • Track & 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. • Ongoing Dialog: Discuss stats regularly as part of your Steering Committee, refine guidelines, principles, communications, priorities.
  10. 10. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. 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” • “Ease of Access” • “Proper Audience” • “Proper Channel(s)” Defining “Healthy Content”
  11. 11. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Facilitate a project to assess a sample of the site content to determine whether the information adheres to your Content Health Guidelines. This establishes the Article Quality Index (AQI) for your site and helps determine the biggest problem areas that need to be addressed. Measuring Article Health: Article Quality Index
  12. 12. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Facilitate targeted clean-up initiatives to improve content health in the most impactful areas. • Track your quality index on an ongoing basis. • Perform peer reviews to keep your team aligned. • Provide immediate feedback and coaching to contributors so they can learn from their missteps. Article Health Clean-up: Article Quality Index
  13. 13. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Facilitate a project whereby Subject Matter Experts quickly assess each Document (or a sample) to determine whether the information is “Valid” and “Useful”. Caution: Avoid “Rabbit Holes” This establishes the Article Utility Index (AUI) for your site and sets the stage for future clean- up tasks. Measuring Utility: Perform a Utility Baseline
  14. 14. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. • Archive “Not Valid/Not Useful” Content • Refine “Useful/Not Valid” Content • Refine or Archive “Valid/Not Useful” Article Utility Clean-up: Acting on Findings
  15. 15. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Archival Process/Threshold Based on your users, content types, usage stats, etc., determine your formula and process for archiving invalid, outdated, low-priority content. If reporting is available, consider an archival process informed by usage. Examples might include: • Items that were created over 3 years ago and not viewed for the last six months. • Pages/Documents that have been viewed an average of 10 or fewer times per month for the last three months. • Pages that receive user ratings of 20% or lower for the past three months. • Items that appear in common searches that are not relevant. Some people can be afraid of deleting something that is important. Be sure to embrace a culture where it is okay to archive content. Ensure there is a process for searching the archives.
  16. 16. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Keep people coming back. Two main levers • Make it sticky through increased: • Awareness • Participation • Trust • Improve utility: • Create an ongoing Content Management Program (Steering Committee) • Put checkpoints in place to continually revise, create, and archive content • Content follows clear guidelines for presentation and meta-tagging • Enhance and simplify the infrastructure for improved performance • Ensure tools, such as search, are optimally supported and maintained • Create and leverage reports to measure success in these critical areas
  17. 17. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. • Improve content health. • Keep your teams aligned. • Provide real-time feedback to content contributors. • Apply guiding principles where they make sense. • Improve customer satisfaction. • Manage checklists. • Manage clean-up projects.
  18. 18. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. • Content Strategy Consulting • Knowledge Health Checks • Technical Writing and Editing • Content Project Management We make content beautiful.
  19. 19. © 2003-2012 Irrevo, All Rights Reserved.© 2003 – 2013 Irrevo, All Rights Reserved. Thank You! Jason Kaufman jkaufman@irrevo.com 206.229.1032 www.irrevo.com Twitter: @irrevo Skype: Jason_M_Kaufman Feel free to reach out any time!
  20. 20. Keeping Your  Content Health in  Check WITH ACROLINX
  21. 21. Sampling Of Acrolinx Customers MedicalSoftware Aerospace Industrial & Engineering High Tech
  22. 22. Acrolinx Checking Style Terminology SEO GrammarSpelling
  23. 23. Immediate Feedback Build Skills Reporting and Metrics How We Help
  24. 24. People-ready Marketing Product Dev. Web Dev. User Guides Training Customer Service Your Customers Search-ready Global-ready
  25. 25. People-ready Marketing Product Dev. Web Dev. User Guides Training Customer Service Your Customers Search-ready Global-ready
  26. 26. People-ready Marketing Product Dev. Web Dev. User Guides Training Customer Service Your Customers Search-ready Global-ready
  27. 27. Healthy Content Speaks with One Voice
  28. 28. KEYWORD PLACEMENT
  29. 29. REPORTING AND METRICS
  30. 30. Healthy Content
  31. 31. Contact Information 24 Information Thomas Aldous Acrolinx SVP, Global Operations Blog tmaldous.com Twitter @tmaldous Email tom.aldous@acrolinx.com Web www.acrolinx.com LinkedIn www.linkedin.com/in/tmaldous Facebook As Tom Aldous Jason Kaufman Irrevo President & Founder Twitter Irrevo Email jkaufman@irrevo.com Web http://www.irrevo.com LinkedIn http://www.linkedin.com/in/jasonmkaufman Telephone 206-229-1032 Skype Jason_M_Kaufman Up Incoming And Recorded Webinar: http://www.acrolinx.com/webinars_en.html

×