SlideShare a Scribd company logo
Content Strategy Workshop
How and Why Salesforce Changed Its Content Strategy
Gavin Austin
Ted Kuster
gaustin@salesforce.com
tkuster@salesforce.com
@salesforcedocs
Safe Harbor
• Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
• This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or
implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking,
including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements
regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded
services or technology developments and customer contracts or use of our services.
• The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality
for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results
and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated
with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history,
our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer
deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further
information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for
the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing
important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
• Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available
and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features
that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Agenda
1. Who we are and who you are and why we should all care
2. Why Salesforce moved to more interactive content
3. What types of interactive content we’re creating
4. How we changed our content strategy
5. How we trained teams
Takeaway
If you’re not creating interactive content beyond traditional documentation, you
risk losing your customers.
1. Who’s Who?
Who we are
Gavin Austin Ted Kuster
Who are you?
1. What do you hope to learn?
2. Where do you work?
3. Your challenge?
About your content
1. Which types of content do you create?
2. Do you use structured content?
3. Which tools do you use?
4. What’s the scale?
What is content strategy?
1. “The analysis and planning to develop a repeatable system that governs the
management of content throughout the entire content lifecycle.”
2. “Provides context, so that the organization’s vision can be implemented in an
integrated way, to meet business goals and project objectives.”
Rahel Anne Bailie, The Language of Content Strategy
Salesforce’s content strategy
Prioritize interactive content over traditional forms of content to give customers
the types of information that they want to succeed.
Your strategy?
In one or two sentences.
2. Why Salesforce
Added More Interactive Forms of Content
Does this kind of content look familiar?
What do customers need from content?
•“Simplify documentation… It has always been far too lengthy and time-
consuming.”
•“If I have to leave a page to do research, I am going away… Having it right in the
same place increases productivity.”
•“There are a lot of videos about what you can do, but they don’t always show
how to do it.”
•“All documentation focuses on how-to, but we usually start off needing to know
when-to or why-to.”
Why do we write content?
Increase customer adoption.
Reduce customer cases.
3. What Salesforce
Added for Interactivity
What types of content did we create?
1. Walkthroughs 2. Trailhead 3. Videos
What are walkthroughs?
What do our customers think?
What is Trailhead?
What do our customers think?
What are videos?
What do our customers think?
4. How Salesforce
Changed Its Content Strategy
How did we change our content strategy?
Why did we make these changes?
(1) How has the new strategy improved our help?
(2) How has the new strategy improved our help?
When we write help, we build it according to a structure that provides one bit of
info at a time, leading to ever-greater levels of detail.
(3) How has the new strategy improved our help?
When we write new content, we write it to a voice and tone standard that makes it
easy to redeploy in any of our content types, including help.
5. How Salesforce
Trained teams
How did we train large groups of people?
Do you practice “Scrum, but”?
No one practices Scrum by the book. We all say, “Scrum, but…” This worked t our
advantage.
Do you practice “structure, but”?
Probably like you, we’re still working towards a shared view of what “structure”
means.
If there was no “Scrum, but” or “Structure, but”?
•What would your content strategy be?
•What do you need to get there?
•What’s in your way?
•Can you sidestep?
Takeaway
If you’re not creating interactive content beyond traditional documentation, you
risk losing your customers.
Thank You!
Gavin Austin
https://www.linkedin.com/in/gavinaustin
Ted Kuster
https://www.linkedin.com/in/ted-kuster-
1a58b2

More Related Content

What's hot

How Open Source Embiggens Salesforce.com
How Open Source Embiggens Salesforce.comHow Open Source Embiggens Salesforce.com
How Open Source Embiggens Salesforce.com
Salesforce Engineering
 
Salesforce Deployment: From Production Hacker to Agile Guru
Salesforce Deployment: From Production Hacker to Agile GuruSalesforce Deployment: From Production Hacker to Agile Guru
Salesforce Deployment: From Production Hacker to Agile Guru
Salesforce Developers
 
Scrum at Scale
Scrum at ScaleScrum at Scale
Scrum at Scale
Salesforce Engineering
 
Dev ops.enterprise.2014 (1)
Dev ops.enterprise.2014 (1)Dev ops.enterprise.2014 (1)
Dev ops.enterprise.2014 (1)
Salesforce Engineering
 
Salesforce API Series: Release Management with the Metadata API webinar
Salesforce API Series: Release Management with the Metadata API webinarSalesforce API Series: Release Management with the Metadata API webinar
Salesforce API Series: Release Management with the Metadata API webinar
Salesforce Developers
 
How to Setup Continuous Integration With Git, Jenkins, and Force.com
How to Setup Continuous Integration With Git, Jenkins, and Force.comHow to Setup Continuous Integration With Git, Jenkins, and Force.com
How to Setup Continuous Integration With Git, Jenkins, and Force.com
Salesforce Developers
 
Introduction to Flow
Introduction to FlowIntroduction to Flow
Introduction to Flow
Salesforce Admins
 
Lightning Developer Experience, Eclipse IDE Evolved
Lightning Developer Experience, Eclipse IDE EvolvedLightning Developer Experience, Eclipse IDE Evolved
Lightning Developer Experience, Eclipse IDE Evolved
Salesforce Developers
 
Einstein Analytics for Developers
Einstein Analytics for DevelopersEinstein Analytics for Developers
Einstein Analytics for Developers
Salesforce Developers
 
Process Automation on Lightning Platform Workshop
Process Automation on Lightning Platform WorkshopProcess Automation on Lightning Platform Workshop
Process Automation on Lightning Platform Workshop
Salesforce Developers
 
Streamline Selenium Testing with Page Flow Navigation
Streamline Selenium Testing with Page Flow NavigationStreamline Selenium Testing with Page Flow Navigation
Streamline Selenium Testing with Page Flow Navigation
Salesforce Developers
 
Enterprise-grade UI with open source Lightning Web Components
Enterprise-grade UI with open source Lightning Web ComponentsEnterprise-grade UI with open source Lightning Web Components
Enterprise-grade UI with open source Lightning Web Components
Salesforce Developers
 
From Sandbox To Production: An Introduction to Salesforce Release Management
From Sandbox To Production: An Introduction to Salesforce Release ManagementFrom Sandbox To Production: An Introduction to Salesforce Release Management
From Sandbox To Production: An Introduction to Salesforce Release Management
Salesforce Developers
 
Designing custom REST and SOAP interfaces on Force.com
Designing custom REST and SOAP interfaces on Force.comDesigning custom REST and SOAP interfaces on Force.com
Designing custom REST and SOAP interfaces on Force.com
Steven Herod
 
Scaling Continuous Integration for Puppet
Scaling Continuous Integration for PuppetScaling Continuous Integration for Puppet
Scaling Continuous Integration for Puppet
Salesforce Engineering
 
#DF17Recap series: Make apps smarter with Einstein
#DF17Recap series: Make apps smarter with Einstein#DF17Recap series: Make apps smarter with Einstein
#DF17Recap series: Make apps smarter with Einstein
Salesforce Developers
 
Sample Gallery: Reference Code and Best Practices for Salesforce Developers
Sample Gallery: Reference Code and Best Practices for Salesforce DevelopersSample Gallery: Reference Code and Best Practices for Salesforce Developers
Sample Gallery: Reference Code and Best Practices for Salesforce Developers
Salesforce Developers
 
Best Practices for Rolling Out New Functionality
Best Practices for Rolling Out New FunctionalityBest Practices for Rolling Out New Functionality
Best Practices for Rolling Out New Functionality
Salesforce Admins
 
Rollin' Out Lightnin' Ain't All That Frightenin' by Jon Barlow
Rollin' Out Lightnin' Ain't All That Frightenin' by Jon BarlowRollin' Out Lightnin' Ain't All That Frightenin' by Jon Barlow
Rollin' Out Lightnin' Ain't All That Frightenin' by Jon Barlow
Salesforce Admins
 
Intro to Lightning Components - Dreamforce 2016
Intro to Lightning Components - Dreamforce 2016Intro to Lightning Components - Dreamforce 2016
Intro to Lightning Components - Dreamforce 2016
Laura Meerkatz
 

What's hot (20)

How Open Source Embiggens Salesforce.com
How Open Source Embiggens Salesforce.comHow Open Source Embiggens Salesforce.com
How Open Source Embiggens Salesforce.com
 
Salesforce Deployment: From Production Hacker to Agile Guru
Salesforce Deployment: From Production Hacker to Agile GuruSalesforce Deployment: From Production Hacker to Agile Guru
Salesforce Deployment: From Production Hacker to Agile Guru
 
Scrum at Scale
Scrum at ScaleScrum at Scale
Scrum at Scale
 
Dev ops.enterprise.2014 (1)
Dev ops.enterprise.2014 (1)Dev ops.enterprise.2014 (1)
Dev ops.enterprise.2014 (1)
 
Salesforce API Series: Release Management with the Metadata API webinar
Salesforce API Series: Release Management with the Metadata API webinarSalesforce API Series: Release Management with the Metadata API webinar
Salesforce API Series: Release Management with the Metadata API webinar
 
How to Setup Continuous Integration With Git, Jenkins, and Force.com
How to Setup Continuous Integration With Git, Jenkins, and Force.comHow to Setup Continuous Integration With Git, Jenkins, and Force.com
How to Setup Continuous Integration With Git, Jenkins, and Force.com
 
Introduction to Flow
Introduction to FlowIntroduction to Flow
Introduction to Flow
 
Lightning Developer Experience, Eclipse IDE Evolved
Lightning Developer Experience, Eclipse IDE EvolvedLightning Developer Experience, Eclipse IDE Evolved
Lightning Developer Experience, Eclipse IDE Evolved
 
Einstein Analytics for Developers
Einstein Analytics for DevelopersEinstein Analytics for Developers
Einstein Analytics for Developers
 
Process Automation on Lightning Platform Workshop
Process Automation on Lightning Platform WorkshopProcess Automation on Lightning Platform Workshop
Process Automation on Lightning Platform Workshop
 
Streamline Selenium Testing with Page Flow Navigation
Streamline Selenium Testing with Page Flow NavigationStreamline Selenium Testing with Page Flow Navigation
Streamline Selenium Testing with Page Flow Navigation
 
Enterprise-grade UI with open source Lightning Web Components
Enterprise-grade UI with open source Lightning Web ComponentsEnterprise-grade UI with open source Lightning Web Components
Enterprise-grade UI with open source Lightning Web Components
 
From Sandbox To Production: An Introduction to Salesforce Release Management
From Sandbox To Production: An Introduction to Salesforce Release ManagementFrom Sandbox To Production: An Introduction to Salesforce Release Management
From Sandbox To Production: An Introduction to Salesforce Release Management
 
Designing custom REST and SOAP interfaces on Force.com
Designing custom REST and SOAP interfaces on Force.comDesigning custom REST and SOAP interfaces on Force.com
Designing custom REST and SOAP interfaces on Force.com
 
Scaling Continuous Integration for Puppet
Scaling Continuous Integration for PuppetScaling Continuous Integration for Puppet
Scaling Continuous Integration for Puppet
 
#DF17Recap series: Make apps smarter with Einstein
#DF17Recap series: Make apps smarter with Einstein#DF17Recap series: Make apps smarter with Einstein
#DF17Recap series: Make apps smarter with Einstein
 
Sample Gallery: Reference Code and Best Practices for Salesforce Developers
Sample Gallery: Reference Code and Best Practices for Salesforce DevelopersSample Gallery: Reference Code and Best Practices for Salesforce Developers
Sample Gallery: Reference Code and Best Practices for Salesforce Developers
 
Best Practices for Rolling Out New Functionality
Best Practices for Rolling Out New FunctionalityBest Practices for Rolling Out New Functionality
Best Practices for Rolling Out New Functionality
 
Rollin' Out Lightnin' Ain't All That Frightenin' by Jon Barlow
Rollin' Out Lightnin' Ain't All That Frightenin' by Jon BarlowRollin' Out Lightnin' Ain't All That Frightenin' by Jon Barlow
Rollin' Out Lightnin' Ain't All That Frightenin' by Jon Barlow
 
Intro to Lightning Components - Dreamforce 2016
Intro to Lightning Components - Dreamforce 2016Intro to Lightning Components - Dreamforce 2016
Intro to Lightning Components - Dreamforce 2016
 

Viewers also liked

trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013
trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013
trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013
trafficmaxx c/o construktiv GmbH
 
Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...
Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...
Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...
Realizing Progress
 
Content Marketing Workshop 2017
Content Marketing Workshop 2017Content Marketing Workshop 2017
Content Marketing Workshop 2017
SPROUT Content
 
Facebook Workshop - Mache Facebook zum Markenbotschafter
Facebook Workshop - Mache Facebook zum MarkenbotschafterFacebook Workshop - Mache Facebook zum Markenbotschafter
Facebook Workshop - Mache Facebook zum Markenbotschafter
Paul Anderie 🧢
 
WORKSHOP: Content Marketing on a Shoestring Budget - 3XE Digital
WORKSHOP: Content Marketing on a Shoestring Budget - 3XE DigitalWORKSHOP: Content Marketing on a Shoestring Budget - 3XE Digital
WORKSHOP: Content Marketing on a Shoestring Budget - 3XE Digital
Eduardas Gricius
 
Marketo Predictive Content: Hands-On Workshop
Marketo Predictive Content: Hands-On WorkshopMarketo Predictive Content: Hands-On Workshop
Marketo Predictive Content: Hands-On Workshop
Marketo
 
OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...
OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...
OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...
OMT - dein Karriere- & Weiterbildungsnetzwerk
 
How to Perfect Your Facebook Business Page - Workshop
How to Perfect Your Facebook Business Page - WorkshopHow to Perfect Your Facebook Business Page - Workshop
How to Perfect Your Facebook Business Page - Workshop
Boostly
 
KMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMC
KMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMCKMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMC
KMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMC
AllFacebook.de
 
Content Marketing = Problemloesung
Content Marketing = ProblemloesungContent Marketing = Problemloesung
Content Marketing = Problemloesung
Alexandra von Quadt
 
Modeling the Content Experience: Delivering the Right Content, to the Right P...
Modeling the Content Experience: Delivering the Right Content, to the Right P...Modeling the Content Experience: Delivering the Right Content, to the Right P...
Modeling the Content Experience: Delivering the Right Content, to the Right P...
Andrea L. Ames
 
Rock your Brands Social Media with 1-hour a day! Soho House Seminar
Rock your Brands Social Media with 1-hour a day! Soho House SeminarRock your Brands Social Media with 1-hour a day! Soho House Seminar
Rock your Brands Social Media with 1-hour a day! Soho House Seminar
Camilla White
 
Workshop: Content audits - looking back to look forward
Workshop: Content audits - looking back to look forwardWorkshop: Content audits - looking back to look forward
Workshop: Content audits - looking back to look forward
Hilary Marsh, Content Company, Inc.
 
How to develop better creative content | Content marketing conference | 27 Ap...
How to develop better creative content | Content marketing conference | 27 Ap...How to develop better creative content | Content marketing conference | 27 Ap...
How to develop better creative content | Content marketing conference | 27 Ap...
CharityComms
 
"Making things real: Content strategy for realistic content management" - Con...
"Making things real: Content strategy for realistic content management" - Con..."Making things real: Content strategy for realistic content management" - Con...
"Making things real: Content strategy for realistic content management" - Con...
Blend Interactive
 
Workshop: Dialog und Mehrwert in Social Media, Content Creation
Workshop: Dialog und Mehrwert in Social Media, Content CreationWorkshop: Dialog und Mehrwert in Social Media, Content Creation
Workshop: Dialog und Mehrwert in Social Media, Content Creation
Daniel Friesenecker
 
Branding & Social Media Workshop with Niki Csanyi
Branding & Social Media Workshop with Niki CsanyiBranding & Social Media Workshop with Niki Csanyi
Branding & Social Media Workshop with Niki Csanyi
Nikoletta Csanyi
 
GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)
GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)
GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)
e-dialog GmbH
 
HOW TO BECOME A SOCIAL MEDIA SUPERHERO CEO
HOW TO BECOME A SOCIAL MEDIA SUPERHERO CEOHOW TO BECOME A SOCIAL MEDIA SUPERHERO CEO
HOW TO BECOME A SOCIAL MEDIA SUPERHERO CEO
Matthias Mehner
 
Content Workshop - Creating Effective Content for Your Website
Content Workshop - Creating Effective Content for Your WebsiteContent Workshop - Creating Effective Content for Your Website
Content Workshop - Creating Effective Content for Your Website
Chance Bliss
 

Viewers also liked (20)

trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013
trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013
trafficmaxx - Content Marketing Workshop - Medienforum Mittweida 2013
 
Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...
Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...
Das Filmstudio in der Hosentasche: Apps, Tipps und Tricks für Smartphone-Vide...
 
Content Marketing Workshop 2017
Content Marketing Workshop 2017Content Marketing Workshop 2017
Content Marketing Workshop 2017
 
Facebook Workshop - Mache Facebook zum Markenbotschafter
Facebook Workshop - Mache Facebook zum MarkenbotschafterFacebook Workshop - Mache Facebook zum Markenbotschafter
Facebook Workshop - Mache Facebook zum Markenbotschafter
 
WORKSHOP: Content Marketing on a Shoestring Budget - 3XE Digital
WORKSHOP: Content Marketing on a Shoestring Budget - 3XE DigitalWORKSHOP: Content Marketing on a Shoestring Budget - 3XE Digital
WORKSHOP: Content Marketing on a Shoestring Budget - 3XE Digital
 
Marketo Predictive Content: Hands-On Workshop
Marketo Predictive Content: Hands-On WorkshopMarketo Predictive Content: Hands-On Workshop
Marketo Predictive Content: Hands-On Workshop
 
OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...
OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...
OMT 2017 | Jan Stranghöner: "Vom Nobody zum Platzhirsch. Von 0 auf 600.000 So...
 
How to Perfect Your Facebook Business Page - Workshop
How to Perfect Your Facebook Business Page - WorkshopHow to Perfect Your Facebook Business Page - Workshop
How to Perfect Your Facebook Business Page - Workshop
 
KMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMC
KMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMCKMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMC
KMU Best Practice: Bestattungen Hubert Laubach bei Facebook #AFBMC
 
Content Marketing = Problemloesung
Content Marketing = ProblemloesungContent Marketing = Problemloesung
Content Marketing = Problemloesung
 
Modeling the Content Experience: Delivering the Right Content, to the Right P...
Modeling the Content Experience: Delivering the Right Content, to the Right P...Modeling the Content Experience: Delivering the Right Content, to the Right P...
Modeling the Content Experience: Delivering the Right Content, to the Right P...
 
Rock your Brands Social Media with 1-hour a day! Soho House Seminar
Rock your Brands Social Media with 1-hour a day! Soho House SeminarRock your Brands Social Media with 1-hour a day! Soho House Seminar
Rock your Brands Social Media with 1-hour a day! Soho House Seminar
 
Workshop: Content audits - looking back to look forward
Workshop: Content audits - looking back to look forwardWorkshop: Content audits - looking back to look forward
Workshop: Content audits - looking back to look forward
 
How to develop better creative content | Content marketing conference | 27 Ap...
How to develop better creative content | Content marketing conference | 27 Ap...How to develop better creative content | Content marketing conference | 27 Ap...
How to develop better creative content | Content marketing conference | 27 Ap...
 
"Making things real: Content strategy for realistic content management" - Con...
"Making things real: Content strategy for realistic content management" - Con..."Making things real: Content strategy for realistic content management" - Con...
"Making things real: Content strategy for realistic content management" - Con...
 
Workshop: Dialog und Mehrwert in Social Media, Content Creation
Workshop: Dialog und Mehrwert in Social Media, Content CreationWorkshop: Dialog und Mehrwert in Social Media, Content Creation
Workshop: Dialog und Mehrwert in Social Media, Content Creation
 
Branding & Social Media Workshop with Niki Csanyi
Branding & Social Media Workshop with Niki CsanyiBranding & Social Media Workshop with Niki Csanyi
Branding & Social Media Workshop with Niki Csanyi
 
GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)
GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)
GAUC 2017 Workshop Customer Journey Optimierung: Timo von Focht (Commanders Act)
 
HOW TO BECOME A SOCIAL MEDIA SUPERHERO CEO
HOW TO BECOME A SOCIAL MEDIA SUPERHERO CEOHOW TO BECOME A SOCIAL MEDIA SUPERHERO CEO
HOW TO BECOME A SOCIAL MEDIA SUPERHERO CEO
 
Content Workshop - Creating Effective Content for Your Website
Content Workshop - Creating Effective Content for Your WebsiteContent Workshop - Creating Effective Content for Your Website
Content Workshop - Creating Effective Content for Your Website
 

Similar to Content Strategy Workshop

Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content StrategyDoc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Gavin Austin
 
Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content StrategyDoc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Salesforce Engineering
 
How to Create Awesome Documentation
How to Create Awesome DocumentationHow to Create Awesome Documentation
How to Create Awesome Documentation
Salesforce Admins
 
Global Content Marketing
Global Content MarketingGlobal Content Marketing
Global Content Marketing
Rebecca Lieb
 
Building Your Agile Coaching Practice
Building Your Agile Coaching Practice Building Your Agile Coaching Practice
Building Your Agile Coaching Practice
Salesforce Engineering
 
Steps to Building a Global Content Team - Dreamforce Panel
Steps to Building a Global Content Team - Dreamforce PanelSteps to Building a Global Content Team - Dreamforce Panel
Steps to Building a Global Content Team - Dreamforce Panel
Kyle Lacy
 
Social in Action: Streamline Your Social Content Marketing
Social in Action: Streamline Your Social Content MarketingSocial in Action: Streamline Your Social Content Marketing
Social in Action: Streamline Your Social Content Marketing
Salesforce Marketing Cloud
 
How to Rock a Salesforce Demo (and why it matters)
How to Rock a Salesforce Demo (and why it matters)How to Rock a Salesforce Demo (and why it matters)
How to Rock a Salesforce Demo (and why it matters)
Salesforce Admins
 
Salesforce Admin Habits & Hacks - SFWT NYC
Salesforce Admin Habits & Hacks - SFWT NYCSalesforce Admin Habits & Hacks - SFWT NYC
Salesforce Admin Habits & Hacks - SFWT NYC
Salesforce Admins
 
Boston salesforce admin habits hacks
Boston  salesforce admin habits hacksBoston  salesforce admin habits hacks
Boston salesforce admin habits hacks
Salesforce Admins
 
Mistakes to Avoid When You Grow Your Doc Team
Mistakes to Avoid When You Grow Your Doc TeamMistakes to Avoid When You Grow Your Doc Team
Mistakes to Avoid When You Grow Your Doc Team
Gavin Austin
 
Moving from Solo Admin to Center of Excellence
Moving from Solo Admin to Center of ExcellenceMoving from Solo Admin to Center of Excellence
Moving from Solo Admin to Center of Excellence
Salesforce Admins
 
Webinar: So You Inherited (or Created) a Mess...Now What?
Webinar: So You Inherited (or Created) a Mess...Now What?Webinar: So You Inherited (or Created) a Mess...Now What?
Webinar: So You Inherited (or Created) a Mess...Now What?
Salesforce Admins
 
Documenting Your Salesforce Org by Nik Panter
Documenting Your Salesforce Org	 by Nik PanterDocumenting Your Salesforce Org	 by Nik Panter
Documenting Your Salesforce Org by Nik Panter
Salesforce Admins
 
Release Management: Managing Your Internal Releases
Release Management: Managing Your Internal ReleasesRelease Management: Managing Your Internal Releases
Release Management: Managing Your Internal Releases
Joshua Hoskins
 
Building Bridges Across an Expanding Universe - Mysti Berry
Building Bridges Across an Expanding Universe - Mysti BerryBuilding Bridges Across an Expanding Universe - Mysti Berry
Building Bridges Across an Expanding Universe - Mysti Berry
Information Development World
 
Building Bridges Across an Expanding Universe
Building Bridges Across an Expanding UniverseBuilding Bridges Across an Expanding Universe
Building Bridges Across an Expanding Universe
Mysti Berry
 
Drive Adoption of Salesforce at Your Company
Drive Adoption of Salesforce at Your CompanyDrive Adoption of Salesforce at Your Company
Drive Adoption of Salesforce at Your Company
Salesforce Admins
 
Webinar: How Salesforce Launched Lightning in 7 Steps
Webinar: How Salesforce Launched Lightning in 7 StepsWebinar: How Salesforce Launched Lightning in 7 Steps
Webinar: How Salesforce Launched Lightning in 7 Steps
Rebecca Saar
 
How Salesforce Launched Lightning in 7 Steps
How Salesforce Launched Lightning in 7 StepsHow Salesforce Launched Lightning in 7 Steps
How Salesforce Launched Lightning in 7 Steps
Salesforce Admins
 

Similar to Content Strategy Workshop (20)

Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content StrategyDoc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
 
Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content StrategyDoc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
Doc is Dead! How Walkthroughs Changed Salesforce's Content Strategy
 
How to Create Awesome Documentation
How to Create Awesome DocumentationHow to Create Awesome Documentation
How to Create Awesome Documentation
 
Global Content Marketing
Global Content MarketingGlobal Content Marketing
Global Content Marketing
 
Building Your Agile Coaching Practice
Building Your Agile Coaching Practice Building Your Agile Coaching Practice
Building Your Agile Coaching Practice
 
Steps to Building a Global Content Team - Dreamforce Panel
Steps to Building a Global Content Team - Dreamforce PanelSteps to Building a Global Content Team - Dreamforce Panel
Steps to Building a Global Content Team - Dreamforce Panel
 
Social in Action: Streamline Your Social Content Marketing
Social in Action: Streamline Your Social Content MarketingSocial in Action: Streamline Your Social Content Marketing
Social in Action: Streamline Your Social Content Marketing
 
How to Rock a Salesforce Demo (and why it matters)
How to Rock a Salesforce Demo (and why it matters)How to Rock a Salesforce Demo (and why it matters)
How to Rock a Salesforce Demo (and why it matters)
 
Salesforce Admin Habits & Hacks - SFWT NYC
Salesforce Admin Habits & Hacks - SFWT NYCSalesforce Admin Habits & Hacks - SFWT NYC
Salesforce Admin Habits & Hacks - SFWT NYC
 
Boston salesforce admin habits hacks
Boston  salesforce admin habits hacksBoston  salesforce admin habits hacks
Boston salesforce admin habits hacks
 
Mistakes to Avoid When You Grow Your Doc Team
Mistakes to Avoid When You Grow Your Doc TeamMistakes to Avoid When You Grow Your Doc Team
Mistakes to Avoid When You Grow Your Doc Team
 
Moving from Solo Admin to Center of Excellence
Moving from Solo Admin to Center of ExcellenceMoving from Solo Admin to Center of Excellence
Moving from Solo Admin to Center of Excellence
 
Webinar: So You Inherited (or Created) a Mess...Now What?
Webinar: So You Inherited (or Created) a Mess...Now What?Webinar: So You Inherited (or Created) a Mess...Now What?
Webinar: So You Inherited (or Created) a Mess...Now What?
 
Documenting Your Salesforce Org by Nik Panter
Documenting Your Salesforce Org	 by Nik PanterDocumenting Your Salesforce Org	 by Nik Panter
Documenting Your Salesforce Org by Nik Panter
 
Release Management: Managing Your Internal Releases
Release Management: Managing Your Internal ReleasesRelease Management: Managing Your Internal Releases
Release Management: Managing Your Internal Releases
 
Building Bridges Across an Expanding Universe - Mysti Berry
Building Bridges Across an Expanding Universe - Mysti BerryBuilding Bridges Across an Expanding Universe - Mysti Berry
Building Bridges Across an Expanding Universe - Mysti Berry
 
Building Bridges Across an Expanding Universe
Building Bridges Across an Expanding UniverseBuilding Bridges Across an Expanding Universe
Building Bridges Across an Expanding Universe
 
Drive Adoption of Salesforce at Your Company
Drive Adoption of Salesforce at Your CompanyDrive Adoption of Salesforce at Your Company
Drive Adoption of Salesforce at Your Company
 
Webinar: How Salesforce Launched Lightning in 7 Steps
Webinar: How Salesforce Launched Lightning in 7 StepsWebinar: How Salesforce Launched Lightning in 7 Steps
Webinar: How Salesforce Launched Lightning in 7 Steps
 
How Salesforce Launched Lightning in 7 Steps
How Salesforce Launched Lightning in 7 StepsHow Salesforce Launched Lightning in 7 Steps
How Salesforce Launched Lightning in 7 Steps
 

More from Salesforce Engineering

Locker Service Ready Lightning Components With Webpack
Locker Service Ready Lightning Components With WebpackLocker Service Ready Lightning Components With Webpack
Locker Service Ready Lightning Components With Webpack
Salesforce Engineering
 
Scaling HBase for Big Data
Scaling HBase for Big DataScaling HBase for Big Data
Scaling HBase for Big Data
Salesforce Engineering
 
Techniques to Effectively Monitor the Performance of Customers in the Cloud
Techniques to Effectively Monitor the Performance of Customers in the CloudTechniques to Effectively Monitor the Performance of Customers in the Cloud
Techniques to Effectively Monitor the Performance of Customers in the Cloud
Salesforce Engineering
 
Predictive System Performance Data Analysis
Predictive System Performance Data AnalysisPredictive System Performance Data Analysis
Predictive System Performance Data Analysis
Salesforce Engineering
 
Apache HBase State of the Project
Apache HBase State of the ProjectApache HBase State of the Project
Apache HBase State of the Project
Salesforce Engineering
 
Hit the Trail with Trailhead
Hit the Trail with TrailheadHit the Trail with Trailhead
Hit the Trail with Trailhead
Salesforce Engineering
 
HBase/PHOENIX @ Scale
HBase/PHOENIX @ ScaleHBase/PHOENIX @ Scale
HBase/PHOENIX @ Scale
Salesforce Engineering
 
Scaling up data science applications
Scaling up data science applicationsScaling up data science applications
Scaling up data science applications
Salesforce Engineering
 
Containers and Security for DevOps
Containers and Security for DevOpsContainers and Security for DevOps
Containers and Security for DevOps
Salesforce Engineering
 
Aspect Oriented Programming: Hidden Toolkit That You Already Have
Aspect Oriented Programming: Hidden Toolkit That You Already HaveAspect Oriented Programming: Hidden Toolkit That You Already Have
Aspect Oriented Programming: Hidden Toolkit That You Already Have
Salesforce Engineering
 
Monitoring @ Scale in Salesforce
Monitoring @ Scale in SalesforceMonitoring @ Scale in Salesforce
Monitoring @ Scale in Salesforce
Salesforce Engineering
 
Performance Tuning with XHProf
Performance Tuning with XHProfPerformance Tuning with XHProf
Performance Tuning with XHProf
Salesforce Engineering
 
A Smarter Pig: Building a SQL interface to Pig using Apache Calcite
A Smarter Pig: Building a SQL interface to Pig using Apache CalciteA Smarter Pig: Building a SQL interface to Pig using Apache Calcite
A Smarter Pig: Building a SQL interface to Pig using Apache Calcite
Salesforce Engineering
 
Implementing a Content Strategy Is Like Running 100 Miles
Implementing a Content Strategy Is Like Running 100 MilesImplementing a Content Strategy Is Like Running 100 Miles
Implementing a Content Strategy Is Like Running 100 Miles
Salesforce Engineering
 
Salesforce Cloud Infrastructure and Challenges - A Brief Overview
Salesforce Cloud Infrastructure and Challenges - A Brief OverviewSalesforce Cloud Infrastructure and Challenges - A Brief Overview
Salesforce Cloud Infrastructure and Challenges - A Brief Overview
Salesforce Engineering
 
Koober Preduction IO Presentation
Koober Preduction IO PresentationKoober Preduction IO Presentation
Koober Preduction IO Presentation
Salesforce Engineering
 
Microservices
MicroservicesMicroservices
Microservices
Salesforce Engineering
 
Global State Management of Micro Services
Global State Management of Micro ServicesGlobal State Management of Micro Services
Global State Management of Micro Services
Salesforce Engineering
 
The Future of Hbase
The Future of HbaseThe Future of Hbase
The Future of Hbase
Salesforce Engineering
 
Apache BookKeeper Distributed Store- a Salesforce use case
Apache BookKeeper Distributed Store- a Salesforce use caseApache BookKeeper Distributed Store- a Salesforce use case
Apache BookKeeper Distributed Store- a Salesforce use case
Salesforce Engineering
 

More from Salesforce Engineering (20)

Locker Service Ready Lightning Components With Webpack
Locker Service Ready Lightning Components With WebpackLocker Service Ready Lightning Components With Webpack
Locker Service Ready Lightning Components With Webpack
 
Scaling HBase for Big Data
Scaling HBase for Big DataScaling HBase for Big Data
Scaling HBase for Big Data
 
Techniques to Effectively Monitor the Performance of Customers in the Cloud
Techniques to Effectively Monitor the Performance of Customers in the CloudTechniques to Effectively Monitor the Performance of Customers in the Cloud
Techniques to Effectively Monitor the Performance of Customers in the Cloud
 
Predictive System Performance Data Analysis
Predictive System Performance Data AnalysisPredictive System Performance Data Analysis
Predictive System Performance Data Analysis
 
Apache HBase State of the Project
Apache HBase State of the ProjectApache HBase State of the Project
Apache HBase State of the Project
 
Hit the Trail with Trailhead
Hit the Trail with TrailheadHit the Trail with Trailhead
Hit the Trail with Trailhead
 
HBase/PHOENIX @ Scale
HBase/PHOENIX @ ScaleHBase/PHOENIX @ Scale
HBase/PHOENIX @ Scale
 
Scaling up data science applications
Scaling up data science applicationsScaling up data science applications
Scaling up data science applications
 
Containers and Security for DevOps
Containers and Security for DevOpsContainers and Security for DevOps
Containers and Security for DevOps
 
Aspect Oriented Programming: Hidden Toolkit That You Already Have
Aspect Oriented Programming: Hidden Toolkit That You Already HaveAspect Oriented Programming: Hidden Toolkit That You Already Have
Aspect Oriented Programming: Hidden Toolkit That You Already Have
 
Monitoring @ Scale in Salesforce
Monitoring @ Scale in SalesforceMonitoring @ Scale in Salesforce
Monitoring @ Scale in Salesforce
 
Performance Tuning with XHProf
Performance Tuning with XHProfPerformance Tuning with XHProf
Performance Tuning with XHProf
 
A Smarter Pig: Building a SQL interface to Pig using Apache Calcite
A Smarter Pig: Building a SQL interface to Pig using Apache CalciteA Smarter Pig: Building a SQL interface to Pig using Apache Calcite
A Smarter Pig: Building a SQL interface to Pig using Apache Calcite
 
Implementing a Content Strategy Is Like Running 100 Miles
Implementing a Content Strategy Is Like Running 100 MilesImplementing a Content Strategy Is Like Running 100 Miles
Implementing a Content Strategy Is Like Running 100 Miles
 
Salesforce Cloud Infrastructure and Challenges - A Brief Overview
Salesforce Cloud Infrastructure and Challenges - A Brief OverviewSalesforce Cloud Infrastructure and Challenges - A Brief Overview
Salesforce Cloud Infrastructure and Challenges - A Brief Overview
 
Koober Preduction IO Presentation
Koober Preduction IO PresentationKoober Preduction IO Presentation
Koober Preduction IO Presentation
 
Microservices
MicroservicesMicroservices
Microservices
 
Global State Management of Micro Services
Global State Management of Micro ServicesGlobal State Management of Micro Services
Global State Management of Micro Services
 
The Future of Hbase
The Future of HbaseThe Future of Hbase
The Future of Hbase
 
Apache BookKeeper Distributed Store- a Salesforce use case
Apache BookKeeper Distributed Store- a Salesforce use caseApache BookKeeper Distributed Store- a Salesforce use case
Apache BookKeeper Distributed Store- a Salesforce use case
 

Recently uploaded

BPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdf
BPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdfBPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdf
BPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdf
MIGUELANGEL966976
 
Iron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdf
Iron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdfIron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdf
Iron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdf
RadiNasr
 
ML Based Model for NIDS MSc Updated Presentation.v2.pptx
ML Based Model for NIDS MSc Updated Presentation.v2.pptxML Based Model for NIDS MSc Updated Presentation.v2.pptx
ML Based Model for NIDS MSc Updated Presentation.v2.pptx
JamalHussainArman
 
Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...
Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...
Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...
University of Maribor
 
ISPM 15 Heat Treated Wood Stamps and why your shipping must have one
ISPM 15 Heat Treated Wood Stamps and why your shipping must have oneISPM 15 Heat Treated Wood Stamps and why your shipping must have one
ISPM 15 Heat Treated Wood Stamps and why your shipping must have one
Las Vegas Warehouse
 
The Python for beginners. This is an advance computer language.
The Python for beginners. This is an advance computer language.The Python for beginners. This is an advance computer language.
The Python for beginners. This is an advance computer language.
sachin chaurasia
 
Harnessing WebAssembly for Real-time Stateless Streaming Pipelines
Harnessing WebAssembly for Real-time Stateless Streaming PipelinesHarnessing WebAssembly for Real-time Stateless Streaming Pipelines
Harnessing WebAssembly for Real-time Stateless Streaming Pipelines
Christina Lin
 
Advanced control scheme of doubly fed induction generator for wind turbine us...
Advanced control scheme of doubly fed induction generator for wind turbine us...Advanced control scheme of doubly fed induction generator for wind turbine us...
Advanced control scheme of doubly fed induction generator for wind turbine us...
IJECEIAES
 
DEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODEL
DEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODELDEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODEL
DEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODEL
gerogepatton
 
Literature Review Basics and Understanding Reference Management.pptx
Literature Review Basics and Understanding Reference Management.pptxLiterature Review Basics and Understanding Reference Management.pptx
Literature Review Basics and Understanding Reference Management.pptx
Dr Ramhari Poudyal
 
TIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEM
TIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEMTIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEM
TIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEM
HODECEDSIET
 
2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf
2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf
2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf
Yasser Mahgoub
 
22CYT12-Unit-V-E Waste and its Management.ppt
22CYT12-Unit-V-E Waste and its Management.ppt22CYT12-Unit-V-E Waste and its Management.ppt
22CYT12-Unit-V-E Waste and its Management.ppt
KrishnaveniKrishnara1
 
哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样
哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样
哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样
insn4465
 
5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...
5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...
5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...
ihlasbinance2003
 
Textile Chemical Processing and Dyeing.pdf
Textile Chemical Processing and Dyeing.pdfTextile Chemical Processing and Dyeing.pdf
Textile Chemical Processing and Dyeing.pdf
NazakatAliKhoso2
 
Comparative analysis between traditional aquaponics and reconstructed aquapon...
Comparative analysis between traditional aquaponics and reconstructed aquapon...Comparative analysis between traditional aquaponics and reconstructed aquapon...
Comparative analysis between traditional aquaponics and reconstructed aquapon...
bijceesjournal
 
spirit beverages ppt without graphics.pptx
spirit beverages ppt without graphics.pptxspirit beverages ppt without graphics.pptx
spirit beverages ppt without graphics.pptx
Madan Karki
 
Understanding Inductive Bias in Machine Learning
Understanding Inductive Bias in Machine LearningUnderstanding Inductive Bias in Machine Learning
Understanding Inductive Bias in Machine Learning
SUTEJAS
 
Electric vehicle and photovoltaic advanced roles in enhancing the financial p...
Electric vehicle and photovoltaic advanced roles in enhancing the financial p...Electric vehicle and photovoltaic advanced roles in enhancing the financial p...
Electric vehicle and photovoltaic advanced roles in enhancing the financial p...
IJECEIAES
 

Recently uploaded (20)

BPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdf
BPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdfBPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdf
BPV-GUI-01-Guide-for-ASME-Review-Teams-(General)-10-10-2023.pdf
 
Iron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdf
Iron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdfIron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdf
Iron and Steel Technology Roadmap - Towards more sustainable steelmaking.pdf
 
ML Based Model for NIDS MSc Updated Presentation.v2.pptx
ML Based Model for NIDS MSc Updated Presentation.v2.pptxML Based Model for NIDS MSc Updated Presentation.v2.pptx
ML Based Model for NIDS MSc Updated Presentation.v2.pptx
 
Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...
Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...
Presentation of IEEE Slovenia CIS (Computational Intelligence Society) Chapte...
 
ISPM 15 Heat Treated Wood Stamps and why your shipping must have one
ISPM 15 Heat Treated Wood Stamps and why your shipping must have oneISPM 15 Heat Treated Wood Stamps and why your shipping must have one
ISPM 15 Heat Treated Wood Stamps and why your shipping must have one
 
The Python for beginners. This is an advance computer language.
The Python for beginners. This is an advance computer language.The Python for beginners. This is an advance computer language.
The Python for beginners. This is an advance computer language.
 
Harnessing WebAssembly for Real-time Stateless Streaming Pipelines
Harnessing WebAssembly for Real-time Stateless Streaming PipelinesHarnessing WebAssembly for Real-time Stateless Streaming Pipelines
Harnessing WebAssembly for Real-time Stateless Streaming Pipelines
 
Advanced control scheme of doubly fed induction generator for wind turbine us...
Advanced control scheme of doubly fed induction generator for wind turbine us...Advanced control scheme of doubly fed induction generator for wind turbine us...
Advanced control scheme of doubly fed induction generator for wind turbine us...
 
DEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODEL
DEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODELDEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODEL
DEEP LEARNING FOR SMART GRID INTRUSION DETECTION: A HYBRID CNN-LSTM-BASED MODEL
 
Literature Review Basics and Understanding Reference Management.pptx
Literature Review Basics and Understanding Reference Management.pptxLiterature Review Basics and Understanding Reference Management.pptx
Literature Review Basics and Understanding Reference Management.pptx
 
TIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEM
TIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEMTIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEM
TIME DIVISION MULTIPLEXING TECHNIQUE FOR COMMUNICATION SYSTEM
 
2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf
2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf
2008 BUILDING CONSTRUCTION Illustrated - Ching Chapter 02 The Building.pdf
 
22CYT12-Unit-V-E Waste and its Management.ppt
22CYT12-Unit-V-E Waste and its Management.ppt22CYT12-Unit-V-E Waste and its Management.ppt
22CYT12-Unit-V-E Waste and its Management.ppt
 
哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样
哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样
哪里办理(csu毕业证书)查尔斯特大学毕业证硕士学历原版一模一样
 
5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...
5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...
5214-1693458878915-Unit 6 2023 to 2024 academic year assignment (AutoRecovere...
 
Textile Chemical Processing and Dyeing.pdf
Textile Chemical Processing and Dyeing.pdfTextile Chemical Processing and Dyeing.pdf
Textile Chemical Processing and Dyeing.pdf
 
Comparative analysis between traditional aquaponics and reconstructed aquapon...
Comparative analysis between traditional aquaponics and reconstructed aquapon...Comparative analysis between traditional aquaponics and reconstructed aquapon...
Comparative analysis between traditional aquaponics and reconstructed aquapon...
 
spirit beverages ppt without graphics.pptx
spirit beverages ppt without graphics.pptxspirit beverages ppt without graphics.pptx
spirit beverages ppt without graphics.pptx
 
Understanding Inductive Bias in Machine Learning
Understanding Inductive Bias in Machine LearningUnderstanding Inductive Bias in Machine Learning
Understanding Inductive Bias in Machine Learning
 
Electric vehicle and photovoltaic advanced roles in enhancing the financial p...
Electric vehicle and photovoltaic advanced roles in enhancing the financial p...Electric vehicle and photovoltaic advanced roles in enhancing the financial p...
Electric vehicle and photovoltaic advanced roles in enhancing the financial p...
 

Content Strategy Workshop

  • 1. Content Strategy Workshop How and Why Salesforce Changed Its Content Strategy Gavin Austin Ted Kuster gaustin@salesforce.com tkuster@salesforce.com @salesforcedocs
  • 2. Safe Harbor • Safe harbor statement under the Private Securities Litigation Reform Act of 1995: • This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. • The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. • Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 3. Agenda 1. Who we are and who you are and why we should all care 2. Why Salesforce moved to more interactive content 3. What types of interactive content we’re creating 4. How we changed our content strategy 5. How we trained teams
  • 4. Takeaway If you’re not creating interactive content beyond traditional documentation, you risk losing your customers.
  • 6. Who we are Gavin Austin Ted Kuster
  • 7. Who are you? 1. What do you hope to learn? 2. Where do you work? 3. Your challenge?
  • 8. About your content 1. Which types of content do you create? 2. Do you use structured content? 3. Which tools do you use? 4. What’s the scale?
  • 9. What is content strategy? 1. “The analysis and planning to develop a repeatable system that governs the management of content throughout the entire content lifecycle.” 2. “Provides context, so that the organization’s vision can be implemented in an integrated way, to meet business goals and project objectives.” Rahel Anne Bailie, The Language of Content Strategy
  • 10. Salesforce’s content strategy Prioritize interactive content over traditional forms of content to give customers the types of information that they want to succeed.
  • 11. Your strategy? In one or two sentences.
  • 12. 2. Why Salesforce Added More Interactive Forms of Content
  • 13. Does this kind of content look familiar?
  • 14. What do customers need from content? •“Simplify documentation… It has always been far too lengthy and time- consuming.” •“If I have to leave a page to do research, I am going away… Having it right in the same place increases productivity.” •“There are a lot of videos about what you can do, but they don’t always show how to do it.” •“All documentation focuses on how-to, but we usually start off needing to know when-to or why-to.”
  • 15. Why do we write content? Increase customer adoption. Reduce customer cases.
  • 16. 3. What Salesforce Added for Interactivity
  • 17. What types of content did we create? 1. Walkthroughs 2. Trailhead 3. Videos
  • 19. What do our customers think?
  • 21. What do our customers think?
  • 23. What do our customers think?
  • 24. 4. How Salesforce Changed Its Content Strategy
  • 25. How did we change our content strategy?
  • 26. Why did we make these changes?
  • 27. (1) How has the new strategy improved our help?
  • 28. (2) How has the new strategy improved our help? When we write help, we build it according to a structure that provides one bit of info at a time, leading to ever-greater levels of detail.
  • 29. (3) How has the new strategy improved our help? When we write new content, we write it to a voice and tone standard that makes it easy to redeploy in any of our content types, including help.
  • 31. How did we train large groups of people?
  • 32. Do you practice “Scrum, but”? No one practices Scrum by the book. We all say, “Scrum, but…” This worked t our advantage.
  • 33. Do you practice “structure, but”? Probably like you, we’re still working towards a shared view of what “structure” means.
  • 34. If there was no “Scrum, but” or “Structure, but”? •What would your content strategy be? •What do you need to get there? •What’s in your way? •Can you sidestep?
  • 35. Takeaway If you’re not creating interactive content beyond traditional documentation, you risk losing your customers.

Editor's Notes

  1. Welcome, brief intro of Gavin and Ted—we’re tech writers--and what Salesforce does for those not familiar. Background----Doc is Dead (LavaCon 2015)! Lofty statement and claim, which we’ll explain. [Doc ALONE is dead?] in that we need new types to address how users learn and interact with our content to get their work done--prioritizing interactive and visually engaging content types because they’re more effective. Same content in a more discoverable, interactive way. In this workshop, you'll learn why Salesforce moved in this direction with its content and content strategy. We’ll also learn about you and your content strategy. As tech comm writers, we’re all in this together and can easily learn from each other. But first…
  2. Keep the lawyers employed: Salesforce is a publicly traded company, and anything you see or hear in today’s preso might not apply to future releases of the Salesforce application.
  3. Let’s have a discussion. We’ll share our content strategy, but we want audience to be part of conversation! Disclaimer: this is not a tools talk!
  4. ‘Doc is Dead’ in that we need new types--re prioritizing interactive content types because it's more effective. Same content in a more discoverable, interactive way. In this preso, you'll learn why Salesforce moved in this direction with its content and content strategy. How many of you create help & 'guides'? How many of you love reading those types of content or feel you get sufficient help from those types of content?
  5. #1 from the agenda
  6. Brief intro of Gavin & Ted—we’re tech writers--and what Salesforce does for those not familiar. Gavin – Writers everything from UI text to API reference guides. Preso background. Ultra runner. Ted – Writer and information architect; DITA Maestro. Preso background. Banjo.
  7. During this workshop, let’s have discussions. Let’s learn from each other. You learned about Ted and me, now let’s learn about you. Ted and I will answer these Qs too.
  8. To better understand you and the content strategies and challenges you’re working with, please answer these questions. They’ll help us get to know each other better and perhaps solve some of our content problems throughout the workshop. Ted and I will answer these Qs too.
  9. Before we talk about content strategy, let’s define it so that we all have a reference point. You might not agree with it or like it, but it gives us all an equal place to start from.
  10. In a nutshell this is the Salesforce Documentation and User Assistance team’s content strategy. Of course, you’ll learn more about it. But notice it’s simple and one sentence?
  11. Take a minute to think about your strategy, and then share it with us to learn about you and your content better.
  12. #2 from the agenda, moving on to Salesforce’s journey to adding more interactive content. Break first?
  13. PM role play (“doc all the things!”): Doc all new features, customer feedback, bugs. Try to keep head above water on an agile/scrum development team. Limited contact with support and marketing to know if content is useful for customers. Follow traditional info model of concept, task, reference, and sometimes FAQ content. Use help, videos, release notes, and guides, tip sheets, workbooks, cheat sheets, etc.
  14. Do you agree? Different users need content to do different things, depending on their experience level and what phase of the learning process they’re in. These quotes came from extensive user research done by the Salesforce UE team. Due to our PR team, we can’t really share with you the stats or all the customer quotes, but these summed up a lot of the findings, for not just Salesforce!  
  15. A few years ago, due to Salesforce’s massive success and growth, and tons of help content [or as we were planning new content strategy to accommodate Lightning Experience?] we had to step back and ask ourselves this question. We also had to ask it because trust is our number one priority at Salesforce, and we had to ask ourselves if our content was adding to our value/brand of customer trust. Now we ask the Q to you. Perhaps another side of the question is why do you get paid to create content? What’s content’s business value? These were our answers. And based on customer research and data, we learned that we could do a better job of hitting these two targets. The way to hit those targets was not by changing the content so much as its format (“types”), where it’s exposed to customers, and how visual and engaging it is. The interactive content types we’re now using give us these qualities and even encouraged us to better apply these characteristics—info typed, discoverable, visual, and engaging—to the traditional help documentation we continue to write.
  16. #3 from the agenda, what types of content our team added—interactivity being the most important thing.
  17. Now, we’ll go into explaining the types. Still use concept, task, reference, and sometimes FAQ--but need it to be discoverable, learn, do. For scale – Plus graphics, minimalism, voice and tone. We make them accessible through the UI and promote them where it makes sense based on how users need to consume the content. We make them more prescriptive (use-case focused, examples) and visual (new graphics specialist). We could give one example of when we'd use a content type other than a walkthrough (a help topic or video, for example) and why a writer would make that choice. 
  18. We can’t give you the exact data, but we can give you some anecdotal….
  19. Trailhead: >700% growth in active users over 6 months Modules (learning with challenge questions to test your knowledge and make you think) vs. Projects (hands-on practice w/code verification to make sure you’ve followed a set of steps; used for events)
  20. “Not your typical, boring technical writing.”
  21. More videos w/ dedicated specialists Embedded in UI Now more interactive with links to additional resources from within video itself
  22. We’ll get to the reasons why this is, the history.
  23. Instead of putting most content in help and release notes, we streamlined a pattern based on what our customers ask for; and we prioritize interactive content over traditional content. We have a content menu, if you will. Not all customers want the same types of content. But we can put it where they’re most likely to find it and need it.
  24. Simplified the number of deliverable types we produce to narrow the options and make content easier to reuse and maintain. Still use traditional help documentation (concept, task, reference, and sometimes FAQ)— but we’re conscious of how we deliver content based on how users might need to consume it (discover, learn, do), opting for more engaging interactive content when possible. What format to use when – walk them through our flow (before/after) strategy
  25. Optimize traditional help documentation to align with new content standards based on more engaging interactive content our customers love. Highlight how example is: Minimalistic (only the high-value content users need, not everything you can do with a feature) More friendly voice and tone More prescriptive (use-case focused, examples) Visual (new graphics specialist)
  26. Ted... (aka progressive disclosure.) As a result, much of our help content base has improved in usability and find-ability. (It’s more fun to read!) Also, some of that content has become more easily available for reuse in Trails, videos, walkthroughs, etc. We aim to extend this throughout our help content base.
  27. Ted… Pass out the printout here
  28. Agenda item #5. Break?
  29. shared content plan early on – iterative dedicated trainings with cool themes to make more engaging guidelines: wiki and colorful desk references [add screen shots]
  30. We’re an agile shop, but we wouldn’t have been able to roll this out if we’d been requiring writers to hey strictly to agile methods. Please try to work the best you can in this framework, making whatever compromises are needed to keep customers happy. Iterative process.
  31. Ted… Structure can mean different things to different people. We’re evolving.
  32. Repeat the most important message…if you heard nothing else today of value…
  33. End of workshop. Thanks for your participation and helping us learn more.
  34. If we didn’t answer some questions, please contact us on LinkedIn. More Q&A now.