1. The Content Strategy Paradox Rahel Anne Bailie © 2011 Intentional Design Inc.@rahelab www.intentionaldesign.ca
2. Who am I? Content Strategy Business Technical Content/info IA/Usability communications communication management
4. Alternatives chosen to make happen a desired future, such as achievement ofDefinition a goal or solution to a problem. http://www.businessdictionary.com/definition/strategy.html
5. Publishing strategy CommunicationTypes of strategies strategy Digital strategy Engagement Internet strategy strategy
7. Something contained, in a receptacle www.thefreedictionary.com/content The stuff between the tagsDefinition Rahel Anne Bailie at Lavacon 2010 Potential information http://profile.typepad.com/jgollner Human-usable, contextualized data http://goo.gl/bmIhg
8. Marketing Sales User AssistanceTypes of strategies (docs, help, training, knowledge base) User-generated Corporate
9. CONTENTCommon theme STRATEGY
10. A sampling of recent workshops
11. A sampling of recent workshops
12. You’d think content strategy is …• Lots of web, social, mobile• Mostly marketing content• Big part is editorial• Focused on position and message
13. A sampling of recent workshops
14. A sampling of recent workshops
15. You’d think content strategy is …• Multi-channel publishing• Mostly user assistance• Big part is technical• Focus on asset amplification
16. Will the real content strategy please stand up? Paradox: apparently contradictory statement Web Mobile Apps Social Technical Engagement Localization Transactional
17. Will the real content strategy please stand up? One Discipline, Many Specialties Mobile Pediatrician Weball content strategy It’s Podiatrist Apps Social Technical Gynecologist Engagement Plastic Psychiatrist Localization surgeon Transactional
18. Repeatable system that governs theWhat is content strategy? management of content throughout the entire lifecycle
19. Copywriting Editing Web designWhat it’s not Social media Information architecture Structured content Content management Project management
20. Tweetable Content strategy = Management consulting, specializing in content
21. Satellite view: Content supply chain That assumes: Strategy/ Analyze • Content is a commodity • It’s a single-use product Author/ Edit • Focus should be on optimization Content Management • Content has clear start and UX/Deploy end production points • Production is linear, not Localize iterative • All content gets a single Measure treatment
24. Sample deliverables Business require- Process Personas, ments models scenarios summary Gap User Wire- analysis research frames Govern- Content Flow ance matrix diagrams model Message Content Writing architec- model Templates ture Content Editorial Content inventory calendar migration Custom, Content Delivery personal plan design Localiz- views Content Standards ation audit guidelines strategy Metadata Link Training strategy strategy aids Sunset/ Versioning iterate
25. Deliverables mapped to methodology Get solid Understand Do a gap Create a plan grasp of goals for analysis to fill the gap current state future state Content inventory Content brief Content review Content matrix Style guide Content audit Competitive analysis Technology Accessibility review guidelines User research Requirements matrix Writing templates Localization Editorial calendar Personas, Governance review Process models scenarios assessment Delivery design Metadata review Standards guidelines Wireframes Content migration plan Personalization requirements
26. Responds to customer lifecycle Identify problem or need Relationship Present and renewal / upgrade differentiate solutions Demonstrate expertise / validate reputation Long-term support Post-purchase familiarization
27. Tweetable Consumers use all types of content to make buying decisions.
28. Controlling access to content is an illusion • Users don’t respect arbitrary silos • All content can be used to make buying decisions • Marketing, social, user-generated, documentation, training, and user assistance content are multiple sides of the same dice
29. We all want the same thing Brand PROFIT TRUST Efficiency Credibility
30. Tweetable Content is a valuable business asset.
31. MARKETING CONTENTEXAMPLE
32. Deliver the effectiveTo quote David Farbey minimum dose of information
33. It’s all about me, me, me May 25, 2011 2 days after volcanic eruption
34. ENGINEERING CONTENTEXAMPLE
35. Less work,To quote Noz Urbina more flow
36. Stealth strategy for competitive advantage
37. PRODUCT CONTENT 1EXAMPLE
38. Let Me … Confuse You
39. Let Me … Confuse You ( = SIM card) ( = international roaming)
40. PRODUCT CONTENT 2EXAMPLE
41. Former home page © Intentional Design Inc.
42. Strategic question But how do people buy an inverter?
43. Answer: Search the specs May 2005 © Intentional Design Inc.
44. The product specs © Intentional Design Inc.
45. New home page Novice Intermediate Experienced
47. MAINTENANCE CONTENTEXAMPLE
48. Text option Graphic optionRoomba User feedback Related content Print option http://www.irobot.com/uk/support/
49. INTEGRATED CONTENTEXAMPLE
50. Getting users to clickTo quote Scott Abel does not constitute strategy
52. Maintenance content
53. User-generated content
54. Tweetable Under-the-hood aspects of content raise its value as an asset.
55. The Cynefin framework (cognitive-edge.com)•Pattern •Analytical/ management reductionst•Complex •Systems-based adaptive thinking systems•Crisis •Legitimate management best practice•Stability- •Standard focused operating intervention procedures Cynefin framework from Kurtz, C.F. and Snowden, D.J. “The new dynamics of strategy”, IBM Systems Journal, September 2003.
56. Tweetable Content strategy is a emergent practice (in a complex adaptive system)
57. Common aspects of content strategy • Move the content “stuff” upstream in the process • Produce good quality content • Plan for all aspects of delivery • Structure the content semantically • Add meaningful attributes and metadata
58. Recognizing multiple channels
59. Under the hood Content variation User Formatting experience variation Interaction Source variation content Content planning Business requirements Publishing pipeline
60. Takeaways • Content strategy is a many faceted discipline. Recognize it. • Good quality content is only the beginning. Leverage it to its fullest potential. • Delivering content is complex. Understand it well. • All content is marketing content. Treat it well. • Content strategy is evolving. Evolve with it.
61. Connecting @rahelab http://www.google.com/profiles/rahel.bailie THANK YOU