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by Arienne Holland
Make Sure That Your

Content Communicates
2
Content
‣ Content (n): ideas
COFFEE
@RavenArienne #Authority2014 2
3
Content marketing
‣ Content marketing (n): the sharing of ideas
YOU, DRINK THIS COFFEE
@RavenArienne #Authority2014 3
‣ Conversation (n): the exchange of ideas
LET’S DRINK COFFEE TOGETHER
Conversation
4@RavenArienne #Authority2014 4
LET’S DRINK COFFEE TOGETHER AND ENJOY IT
Communication
‣ Communicate (v): to share or exchange

ideas with mutual understa...
@RavenArienne #Authority2014
– GEORGE BERNARD SHAW, ATTRIBUTED
“The single biggest problem

in communication is the illusi...
WHO COMMUNICATES MOST WITH CUSTOMERS?
7 Communicators
7@RavenArienne #Authority2014
WHO COMMUNICATES MOST WITH CUSTOMERS?
7 Communicators
1. Marketers: From a distance
2. Advertisers: From a distance
3. Pub...
WHO COMMUNICATES MOST WITH CUSTOMERS?
7 Communicators
1. Marketers: From a distance
2. Advertisers: From a distance
3. Pub...
WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS?
5 Qualities
8@RavenArienne #Authority2014
WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS?
5 Qualities
1. Clear: Your customer must understand you.
8@RavenArienne ...
WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS?
5 Qualities
1. Clear: Your customer must understand you.
2. Concise: You...
WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS?
5 Qualities
1. Clear: Your customer must understand you.
2. Concise: You...
WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS?
5 Qualities
1. Clear: Your customer must understand you.
2. Concise: You...
WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS?
5 Qualities
1. Clear: Your customer must understand you.
2. Concise: You...
WHAT PERSONAL TRAIT IS ESSENTIAL FOR COMMUNICATORS?
1 Requirement
9@RavenArienne #Authority2014
@RavenArienne #Authority2014 10
Judgment
Discernment
Perception
HOW CAN YOU IMPROVE ALL COMMUNICATION?
AVA
11@RavenArienne #Authority2014
HOW CAN YOU IMPROVE ALL COMMUNICATION?
AVA
‣ Answer: Answer the customer’s question with truth.

No shortcuts. No meanderi...
HOW CAN YOU IMPROVE ALL COMMUNICATION?
AVA
‣ Answer: Answer the customer’s question with truth.

No shortcuts. No meanderi...
HOW CAN YOU IMPROVE ALL COMMUNICATION?
AVA
‣ Answer: Answer the customer’s question with truth.

No shortcuts. No meanderi...
ARIENNE@RAVENTOOLS.COM#
@RAVENARIENNE
Arienne Holland
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Make Sure That Your Content Communicates

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Content is *ideas.* It's like the coffee in a coffee cup.

Content marketing is the *sharing of ideas.* It's like handing a person a cup of coffee and saying, "Here, drink this."

Conversation is the *exchange of ideas.* It's like two people agreeing to have coffee together and talk.

But communication — communication is the sweet spot. It's the "sharing or exchanging of ideas with mutual understanding." It's like two people agreeing to have coffee together and talk and then enjoy that experience.

(Outside of "conversate," which is a terrible word, it's also the only noun that can be made a verb: to communicate. It's action.)

Communication, by definition, is successful. There's no such thing as a "good communicator" or "bad communicator." There are simply communicators.

In a business organization, who are they? Every single person who interacts with or tries to influence a customer, from a distance or up close. That means marketers to sales executives to customer service to technical support to reception. All must master communication — communication is the bigger picture of content marketing.

There are five components of good communication and 1 essential requirement.

Plus, there's a simple formula — A-V-A — to spot check yourself on whether you're communicating.

Arienne Holland, Director of Marketing and Customer Experience at Raven, explain this and more during this presentation at Authority Intensive 2014 by Copyblogger Media, on May 6, 2014.

Published in: Marketing, Business

Transcript of "Make Sure That Your Content Communicates"

  1. 1. by Arienne Holland Make Sure That Your
 Content Communicates
  2. 2. 2 Content ‣ Content (n): ideas COFFEE @RavenArienne #Authority2014 2
  3. 3. 3 Content marketing ‣ Content marketing (n): the sharing of ideas YOU, DRINK THIS COFFEE @RavenArienne #Authority2014 3
  4. 4. ‣ Conversation (n): the exchange of ideas LET’S DRINK COFFEE TOGETHER Conversation 4@RavenArienne #Authority2014 4
  5. 5. LET’S DRINK COFFEE TOGETHER AND ENJOY IT Communication ‣ Communicate (v): to share or exchange
 ideas with mutual understanding 5@RavenArienne #Authority2014
  6. 6. @RavenArienne #Authority2014 – GEORGE BERNARD SHAW, ATTRIBUTED “The single biggest problem
 in communication is the illusion
 that it has taken place.” 6
  7. 7. WHO COMMUNICATES MOST WITH CUSTOMERS? 7 Communicators 7@RavenArienne #Authority2014
  8. 8. WHO COMMUNICATES MOST WITH CUSTOMERS? 7 Communicators 1. Marketers: From a distance 2. Advertisers: From a distance 3. Public Relations:
 From a distance
 7@RavenArienne #Authority2014
  9. 9. WHO COMMUNICATES MOST WITH CUSTOMERS? 7 Communicators 1. Marketers: From a distance 2. Advertisers: From a distance 3. Public Relations:
 From a distance
 4. Sales Executives: Up close 5. Customer Service: Up close 6. Technical Support: Up close 7. Reception: Up close 7@RavenArienne #Authority2014
  10. 10. WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS? 5 Qualities 8@RavenArienne #Authority2014
  11. 11. WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS? 5 Qualities 1. Clear: Your customer must understand you. 8@RavenArienne #Authority2014
  12. 12. WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS? 5 Qualities 1. Clear: Your customer must understand you. 2. Concise: Your customer must get complete information. 8@RavenArienne #Authority2014
  13. 13. WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS? 5 Qualities 1. Clear: Your customer must understand you. 2. Concise: Your customer must get complete information. 3. Compelling: Your customer should be persuaded to take action. 8@RavenArienne #Authority2014
  14. 14. WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS? 5 Qualities 1. Clear: Your customer must understand you. 2. Concise: Your customer must get complete information. 3. Compelling: Your customer should be persuaded to take action. 4. Honest: Transparency is not honesty. 8@RavenArienne #Authority2014
  15. 15. WHAT ARE COMMON CHARACTERISTICS OF COMMUNICATORS? 5 Qualities 1. Clear: Your customer must understand you. 2. Concise: Your customer must get complete information. 3. Compelling: Your customer should be persuaded to take action. 4. Honest: Transparency is not honesty. 5. Sincere: Authenticity is not sincerity. 8@RavenArienne #Authority2014
  16. 16. WHAT PERSONAL TRAIT IS ESSENTIAL FOR COMMUNICATORS? 1 Requirement 9@RavenArienne #Authority2014
  17. 17. @RavenArienne #Authority2014 10 Judgment Discernment Perception
  18. 18. HOW CAN YOU IMPROVE ALL COMMUNICATION? AVA 11@RavenArienne #Authority2014
  19. 19. HOW CAN YOU IMPROVE ALL COMMUNICATION? AVA ‣ Answer: Answer the customer’s question with truth.
 No shortcuts. No meandering. 11@RavenArienne #Authority2014
  20. 20. HOW CAN YOU IMPROVE ALL COMMUNICATION? AVA ‣ Answer: Answer the customer’s question with truth.
 No shortcuts. No meandering. ‣ Value: Reinforce the customer’s value to you.
 Reinforce your value to the customer. 11@RavenArienne #Authority2014
  21. 21. HOW CAN YOU IMPROVE ALL COMMUNICATION? AVA ‣ Answer: Answer the customer’s question with truth.
 No shortcuts. No meandering. ‣ Value: Reinforce the customer’s value to you.
 Reinforce your value to the customer. ‣ Anticipate: Anticipate the customer’s next question or need.
 Address it now. 11@RavenArienne #Authority2014
  22. 22. ARIENNE@RAVENTOOLS.COM# @RAVENARIENNE Arienne Holland
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