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Usa.gov Platform PSU Web Conference Presentation

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USA.gov Platform Integration Project: Implementing an adaptive content model at USA.gov

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Usa.gov Platform PSU Web Conference Presentation

  1. 1. A perfect storm: implementing an adaptive content model at USA.gov Joanne McGovern Lead Editor, USA.gov Platform
  2. 2. USA.gov offers a full suite of bilingual products, functioning independently. 1-800-USA-GOV1 Responsive Websites Additional Contact Center Services Publications Social Media
  3. 3. Siloed teams are inefficient. content creation, content mgmt, marketing, performance mgmt content creation, content mgmt, marketing, performance mgmt content creation, content mgmt, marketing, performance mgmt content creation, content mgmt, marketing, performance mgmt USA.gov 1-800-USA-GOV1Publications Blog Social Media
  4. 4. Our customer experience isn’t all it could be. ▪Disjointed customer experience ▪Internal inefficiencies ▪Unnecessary costs ▪Competing or duplicative content across channels ▪Multiple Content Mgmt Systems, support contracts, licensing costs ▪Inconsistent standards and conflicting goals ▪Incongruent APIs
  5. 5. Inconsistency & Duplication exist among our properties.
  6. 6. Inconsistency & Duplication
  7. 7. Inconsistency & Duplication
  8. 8. Content Sprawl is a result.
  9. 9. Adaptive Content is free from presentation.
  10. 10. Adaptive Content centers around API
  11. 11. NPR Creates Once, Publishes Everywhere Content Providers Music Partners Manual Automated
  12. 12. NPR COPE NPR News App NPR Addict App NPR Media Player
  13. 13. NPR COPE NPR.org NPR Mobile Site
  14. 14. Functional Teams cross product lines. Operations Content & Editorial Board CM & P PM Topic Managers Editors UX & Visual Design Accessibility Labs
  15. 15. We’ll have a better customer experience and work more efficiently. ▪ Consistent, high-quality customer experience across channels ▪ Fewer redundancies, cost savings, cost avoidance ▪ Higher customer satisfaction and task completion ▪ Positioning for growth/participation government wide ▪ More collaborative, efficient teams
  16. 16. Thank You ▪ joanne.mcgovern@gsa.gov ▪ @joannemcg ▪ Watch this: a great presentation on adaptive content and multi-channel publishing by Karen McGrane: Adapting Ourselves to Adaptive Content

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