The document provides information on Noz Urbina and their consulting services for component content, taxonomy, and omnichannel experiences. It includes their contact information, experience, clients, and topics they can help with such as content design best practices for component content management and the continuous process of content strategy. The document also includes examples of how content can be modeled and structured for reuse across different contexts and channels through the use of things like personas, journeys, content patterns, and component types.
Currently, investments in research and development in Africa are about 0.6% of the global total of R&D investment, significantly lower than other regions. One of the foremost strategies to address this knowledge imbalance would be the packaging of African knowledge products in such a way that they are available and accessible on the internet. There is no doubt that Africans are producing lots of knowledge in their informal conversation as in formal engagements of varying types. This knowledge is being produced daily in villages and urban spaces, by African government officials and businesses, by students and researchers. Traditional healers are also applying indigenous knowledge to offer cures for COVID-19. Thus, the problem from an African perspective is less that of knowledge production and more one of the gathering, packaging and dissemination of the knowledge.
This training present practical tools, platforms and strategies to effectively disseminate your research results to various stakeholders. It would help you make your research visible beyond academia and create more impact in society.
Measuring What Matters for Maturity - KM World 2017Thomas Vander Wal
Thomas has been focussing on helping managers with how to improve analytics and measurement in social knowledge platforms beyond the common set of click analytics and pure counts that haven't been insightful nor helpful. He puts a focus on patterns that promote knowledge capture, as well as understandings around improving access, ease of finding, and use and reuse of knowledge that leads to success.
Why space matters...the role of orchestrated serendipityPaul Corney
A presentation that formed the backdrop of a workshop I ran for the NetIKX group in early 2014. It explored why it is important for organisations to consider how they organise their working environment, what works and what doesn't.
Well attended and an interesting set of conversations (you'd expect that with Harold Jarche and David Gurteen in the audience - an accompanying report was made available - here's the link: http://www.scribd.com/doc/205349954/when-space-matters-and-the-role-of-orchestrated-serendipity-survey-and-workshop-findings
Intergenerational Knowledge Transfer Succession Planningbeyondrewards
Over the past 5 years we have heard predictions of an impending worker shortage due to the retirement of the baby boomers. Predictions are that the retirement of baby boomers will create a drain in knowledge, experience and leadership in our workforce. With the recent downturn in the economy, most organizations did not focus on this trend. However, now that we appear to be in an economic recovery the discussion is back on the table with greater intensity. But did anyone actually speak to the boomers or is this just a prediction?
Benefitting business – applying the librarian’s skillset 3 april01LAICDG
Presentation by Sarah Lyons, Digital Librarian at Novartis, for the Information Skills for the Future event, organised by the Career Development Group of the Library Association of Ireland on April 2nd 2015
Currently, investments in research and development in Africa are about 0.6% of the global total of R&D investment, significantly lower than other regions. One of the foremost strategies to address this knowledge imbalance would be the packaging of African knowledge products in such a way that they are available and accessible on the internet. There is no doubt that Africans are producing lots of knowledge in their informal conversation as in formal engagements of varying types. This knowledge is being produced daily in villages and urban spaces, by African government officials and businesses, by students and researchers. Traditional healers are also applying indigenous knowledge to offer cures for COVID-19. Thus, the problem from an African perspective is less that of knowledge production and more one of the gathering, packaging and dissemination of the knowledge.
This training present practical tools, platforms and strategies to effectively disseminate your research results to various stakeholders. It would help you make your research visible beyond academia and create more impact in society.
Measuring What Matters for Maturity - KM World 2017Thomas Vander Wal
Thomas has been focussing on helping managers with how to improve analytics and measurement in social knowledge platforms beyond the common set of click analytics and pure counts that haven't been insightful nor helpful. He puts a focus on patterns that promote knowledge capture, as well as understandings around improving access, ease of finding, and use and reuse of knowledge that leads to success.
Why space matters...the role of orchestrated serendipityPaul Corney
A presentation that formed the backdrop of a workshop I ran for the NetIKX group in early 2014. It explored why it is important for organisations to consider how they organise their working environment, what works and what doesn't.
Well attended and an interesting set of conversations (you'd expect that with Harold Jarche and David Gurteen in the audience - an accompanying report was made available - here's the link: http://www.scribd.com/doc/205349954/when-space-matters-and-the-role-of-orchestrated-serendipity-survey-and-workshop-findings
Intergenerational Knowledge Transfer Succession Planningbeyondrewards
Over the past 5 years we have heard predictions of an impending worker shortage due to the retirement of the baby boomers. Predictions are that the retirement of baby boomers will create a drain in knowledge, experience and leadership in our workforce. With the recent downturn in the economy, most organizations did not focus on this trend. However, now that we appear to be in an economic recovery the discussion is back on the table with greater intensity. But did anyone actually speak to the boomers or is this just a prediction?
Benefitting business – applying the librarian’s skillset 3 april01LAICDG
Presentation by Sarah Lyons, Digital Librarian at Novartis, for the Information Skills for the Future event, organised by the Career Development Group of the Library Association of Ireland on April 2nd 2015
Future of Learning - innovative new learning formats for accounting and finan...Tom Hood, CPA,CITP,CGMA
MACPA and the Business Learning Institute release the first nano-learning course for CPAs, accounting and finance professionals that meets the new CPE standards.
NASBA and the AICPA approved the revisions to the Statement on Standards for Continuing Professional Education (CPE) Programs (Standards) effective September 1, 2016. Among the most significant changes to the Standards is the addition of two new instructional delivery methods: nano learning and blended learning.
The Maryland Association of CPAs and its Business Learning Institute believe that Learning is THE only competitive advantage in this rapidly changing world. They have been on the forefront of learning for the past ten years. Since passing nano-learning in 2015 at the Maryland State Board of Public Accounting, they have been integrating new formats of learning to make learning continuous, engaging and ultimately transformative. The Anticipatory Organization: Accounting and Finance Edition is THE First nano-learning program in North America for accounting and finance professionals. Winner of the Accounting Today 2016 Product of the Year in the learning category. This program combines nano learning format (three to four minute single concept videos) with rapid application exercises to accelerate learning of complex competencies in less times than traditional CPE / CPD programs.
MACPA and its Business Learning Institute have pioneered new methods of learning including second life (CPA Island), remote collaboration via the ThinkTank platform, participation engagement via conferences.io and their #MBSN Management by Sticky Notes collaboration process.
Here are five ways we are changing up learning:
Social;
Mobile / nano, or “Just When You Need It” learning;
Cloud: In what we call the four Cs of talent development, the AICPA Navigator allows us to offer Competencies, Career Path, and a Curriculum on a Cloud-based learning platform that allows firms and companies to move their talent development to a strategic and systematic approach;
Collaborative: MBSN (Management By Sticky Notes), Conferences.io, and the ThinkTank Collaboration platform are highly engaging ways of increasing learning through involvement (see our post on LinkedIn);
Competency-based learning: With our Bounce framework (which maps BLI programs to the new CGMA Competency framework) and our new program to develop a special self-directed action learning program to build a competency around anticipation and strategic thinking.
A presentation I did for Awareness Networks around what organizations need to consider for successful collaboration initiatives. Several concepts and models are included from by book, The Collaborative Organization (which talks about these concepts in far greater detail). Overall the presentation should help guide viewers on understanding where they are in the collaborative spectrum and what they need to do to move forward (based on the maturity model).
Impact of Firm Wide Adoption - The Anticipatory Organization Accounting and F...Tom Hood, CPA,CITP,CGMA
This is the first accelerated learning system for accounting and finance professionals featuring nano-learning and rapid application tools. The Business Learning Institute and the Maryland Association of CPAs customized the learning system with a co-creation group working with Daniel Burrus. Accounting Today Magazine recognized this learning system as a 2016 Top Product in Learning.
This presentation covers the experience of firm-wide adoption of the Anticipatory Organization: Accounting and Finance Edition at several major organizations with focus on the first firm to adopt this for their entire firm. Joey Havens, Executive Partner of HORNE, LLP a Top 50 CPA Firm outlines the reasons he made the AOAF learning system a cornerstone of his Growth Mindset and implemented it across his entire workforce of almost 400 people. he also explains why he thinks an "anticipatory skill set is essential for today's accounting and finance professionals.
The Anticipatory Organization™ Model, created and developed by Daniel Burrus of Burrus Research, Inc., has changed how many of the world’s most successful businesses plan their future and accelerate growth. Now, Daniel Burrus is bringing what he calls the greatest missing competency – the ability to anticipate change – to CPAs, CFOs, controllers and management accountants. This model represents a new way of thinking, planning, and acting – a paradigm shift that’s required in a world of accelerating change, competition, and uncertainty.
This innovative learning system will jump start your ability to anticipate and learn critical competencies like strategic thinking, external awareness, vision, continuous learning, innovation, creativity, problem solving, prioritization, business acumen, decisiveness, influencing/persuading, emotional intelligence, consensus building, collaboration, inspiration, risk management, and immediately apply it to your own situation at work.
For more information visit our website http://www.blionline.org/ao
Content Curation for Learning – Beyond the BasicsLearningCafe
Content Curation is rapidly becoming a key L&D skillset. But curation is almost as old as human civilisation itself and has been central to the media industry (newspapers). L&D is at the beginning of the content curation journey and may not be tapping into its existing body of knowledge and skills. We discuss with an experienced panel about current trends and better practices and in particular talk about using technology platforms to assist with curation
June 15, 2010 discussion with the SI KM Leaders about the Knowledge Jam process - a facilitated, conversation-based process for getting out hidden knowledge and putting it to work. (This presentation is best seen in "build" using powerpoint.)
“Everyone keeps telling accountants that they need to change their focus from the historic and the backward-looking, and to start being proactive and offering future-focused advice – but no one tells them how. The beauty of the Anticipatory Organization program is that it actually gives you a set of tools to harness the hard trends that are shaping the future, and use them to create new value for your firm and your clients.” - Daniel Hood, Editor-in-Chief of Accounting Today (when recognizing AOAF as a 2016 Top Product in Learning
The competency of “anticipation” actually includes a number of competencies included in many of the top companies of today.
Across these models, you'll see a common theme of “strategic thinking," "innovation" and “leading change."
Many of these organizations build (and validate) fantastic competency models and know what they want people to do.
The top five skills and competencies identified for CPAs, accounting and finance professionals are:
1. Strategic and critical thinking;
2. Communication;
3. Anticipating and serving evolving needs;
4. Inspiring and motivating others;
5. Collaboration and mobilizing consensus
The beauty of the Anticipatory Organization model is that it offers a clear process that makes highly-abstract leadership competencies attainable and trainable. Using nano-leanring in very short 3-4 minute single concept videos (imagine a series of shirt Ted Talks) with rapid application exercises to immediately apply the concepts to the job, and visual job aids to reinforce and remember the learning. Add a team implementation and collaboration guide and you can create a shared language and culture of being anticipatory and proactive.
If an organization wants to make "strategic thinking" or "innovation" a core competency, we can provide clear, trainable activities that can be targeted to a wide range of learners (from individual contributors to senior leadership). We provide the bridge between the competency model and the desired observable behaviors.
For more information visit www.blionline.org/ao or contact Tom Hood tom@blionline.org
Pending actualization of the Internet of Things, organizations must embrace the digital world if they are to survive and, preferably, thrive. Irrespective of the sector an organization is in, digitization enables fundamentally different ways for it to think about its clients, audiences, and partners, and to engage with them.
Should L&D/HR be Architects of Lifelong Learning in the Workforce?LearningCafe
The Economist dedicated a January 2017 issue to Lifelong Learning, bringing to fore the need for everyone to be Lifelong Learners due to rapid changes in jobs and the skills required for them.
Lifelong Learning is here to stay. While individuals need to take responsibility to keep their capabilities up to date, organisations can support them by helping them create a mindset and skills for Lifelong Learning. L&D can be the architects by providing support and tools while being the advocate for Lifelong Learning.
In this webinar, we discuss if L&D currently advocates or has the mandate to support Lifelong Learning and how best they can achieve this.
If we can’t accurately predict the future, how can we define the capabilities required for the future? Many organisations rely on generic capabilities such as innovation, leadership etc as future capabilities, but do these really provide the cutting edge in a competitive market place.
Our expert panel, share their views and experiences on Future Capabilities and how to make this exercise more robust and effective.
Future of Learning - innovative new learning formats for accounting and finan...Tom Hood, CPA,CITP,CGMA
MACPA and the Business Learning Institute release the first nano-learning course for CPAs, accounting and finance professionals that meets the new CPE standards.
NASBA and the AICPA approved the revisions to the Statement on Standards for Continuing Professional Education (CPE) Programs (Standards) effective September 1, 2016. Among the most significant changes to the Standards is the addition of two new instructional delivery methods: nano learning and blended learning.
The Maryland Association of CPAs and its Business Learning Institute believe that Learning is THE only competitive advantage in this rapidly changing world. They have been on the forefront of learning for the past ten years. Since passing nano-learning in 2015 at the Maryland State Board of Public Accounting, they have been integrating new formats of learning to make learning continuous, engaging and ultimately transformative. The Anticipatory Organization: Accounting and Finance Edition is THE First nano-learning program in North America for accounting and finance professionals. Winner of the Accounting Today 2016 Product of the Year in the learning category. This program combines nano learning format (three to four minute single concept videos) with rapid application exercises to accelerate learning of complex competencies in less times than traditional CPE / CPD programs.
MACPA and its Business Learning Institute have pioneered new methods of learning including second life (CPA Island), remote collaboration via the ThinkTank platform, participation engagement via conferences.io and their #MBSN Management by Sticky Notes collaboration process.
Here are five ways we are changing up learning:
Social;
Mobile / nano, or “Just When You Need It” learning;
Cloud: In what we call the four Cs of talent development, the AICPA Navigator allows us to offer Competencies, Career Path, and a Curriculum on a Cloud-based learning platform that allows firms and companies to move their talent development to a strategic and systematic approach;
Collaborative: MBSN (Management By Sticky Notes), Conferences.io, and the ThinkTank Collaboration platform are highly engaging ways of increasing learning through involvement (see our post on LinkedIn);
Competency-based learning: With our Bounce framework (which maps BLI programs to the new CGMA Competency framework) and our new program to develop a special self-directed action learning program to build a competency around anticipation and strategic thinking.
A presentation I did for Awareness Networks around what organizations need to consider for successful collaboration initiatives. Several concepts and models are included from by book, The Collaborative Organization (which talks about these concepts in far greater detail). Overall the presentation should help guide viewers on understanding where they are in the collaborative spectrum and what they need to do to move forward (based on the maturity model).
Impact of Firm Wide Adoption - The Anticipatory Organization Accounting and F...Tom Hood, CPA,CITP,CGMA
This is the first accelerated learning system for accounting and finance professionals featuring nano-learning and rapid application tools. The Business Learning Institute and the Maryland Association of CPAs customized the learning system with a co-creation group working with Daniel Burrus. Accounting Today Magazine recognized this learning system as a 2016 Top Product in Learning.
This presentation covers the experience of firm-wide adoption of the Anticipatory Organization: Accounting and Finance Edition at several major organizations with focus on the first firm to adopt this for their entire firm. Joey Havens, Executive Partner of HORNE, LLP a Top 50 CPA Firm outlines the reasons he made the AOAF learning system a cornerstone of his Growth Mindset and implemented it across his entire workforce of almost 400 people. he also explains why he thinks an "anticipatory skill set is essential for today's accounting and finance professionals.
The Anticipatory Organization™ Model, created and developed by Daniel Burrus of Burrus Research, Inc., has changed how many of the world’s most successful businesses plan their future and accelerate growth. Now, Daniel Burrus is bringing what he calls the greatest missing competency – the ability to anticipate change – to CPAs, CFOs, controllers and management accountants. This model represents a new way of thinking, planning, and acting – a paradigm shift that’s required in a world of accelerating change, competition, and uncertainty.
This innovative learning system will jump start your ability to anticipate and learn critical competencies like strategic thinking, external awareness, vision, continuous learning, innovation, creativity, problem solving, prioritization, business acumen, decisiveness, influencing/persuading, emotional intelligence, consensus building, collaboration, inspiration, risk management, and immediately apply it to your own situation at work.
For more information visit our website http://www.blionline.org/ao
Content Curation for Learning – Beyond the BasicsLearningCafe
Content Curation is rapidly becoming a key L&D skillset. But curation is almost as old as human civilisation itself and has been central to the media industry (newspapers). L&D is at the beginning of the content curation journey and may not be tapping into its existing body of knowledge and skills. We discuss with an experienced panel about current trends and better practices and in particular talk about using technology platforms to assist with curation
June 15, 2010 discussion with the SI KM Leaders about the Knowledge Jam process - a facilitated, conversation-based process for getting out hidden knowledge and putting it to work. (This presentation is best seen in "build" using powerpoint.)
“Everyone keeps telling accountants that they need to change their focus from the historic and the backward-looking, and to start being proactive and offering future-focused advice – but no one tells them how. The beauty of the Anticipatory Organization program is that it actually gives you a set of tools to harness the hard trends that are shaping the future, and use them to create new value for your firm and your clients.” - Daniel Hood, Editor-in-Chief of Accounting Today (when recognizing AOAF as a 2016 Top Product in Learning
The competency of “anticipation” actually includes a number of competencies included in many of the top companies of today.
Across these models, you'll see a common theme of “strategic thinking," "innovation" and “leading change."
Many of these organizations build (and validate) fantastic competency models and know what they want people to do.
The top five skills and competencies identified for CPAs, accounting and finance professionals are:
1. Strategic and critical thinking;
2. Communication;
3. Anticipating and serving evolving needs;
4. Inspiring and motivating others;
5. Collaboration and mobilizing consensus
The beauty of the Anticipatory Organization model is that it offers a clear process that makes highly-abstract leadership competencies attainable and trainable. Using nano-leanring in very short 3-4 minute single concept videos (imagine a series of shirt Ted Talks) with rapid application exercises to immediately apply the concepts to the job, and visual job aids to reinforce and remember the learning. Add a team implementation and collaboration guide and you can create a shared language and culture of being anticipatory and proactive.
If an organization wants to make "strategic thinking" or "innovation" a core competency, we can provide clear, trainable activities that can be targeted to a wide range of learners (from individual contributors to senior leadership). We provide the bridge between the competency model and the desired observable behaviors.
For more information visit www.blionline.org/ao or contact Tom Hood tom@blionline.org
Pending actualization of the Internet of Things, organizations must embrace the digital world if they are to survive and, preferably, thrive. Irrespective of the sector an organization is in, digitization enables fundamentally different ways for it to think about its clients, audiences, and partners, and to engage with them.
Should L&D/HR be Architects of Lifelong Learning in the Workforce?LearningCafe
The Economist dedicated a January 2017 issue to Lifelong Learning, bringing to fore the need for everyone to be Lifelong Learners due to rapid changes in jobs and the skills required for them.
Lifelong Learning is here to stay. While individuals need to take responsibility to keep their capabilities up to date, organisations can support them by helping them create a mindset and skills for Lifelong Learning. L&D can be the architects by providing support and tools while being the advocate for Lifelong Learning.
In this webinar, we discuss if L&D currently advocates or has the mandate to support Lifelong Learning and how best they can achieve this.
If we can’t accurately predict the future, how can we define the capabilities required for the future? Many organisations rely on generic capabilities such as innovation, leadership etc as future capabilities, but do these really provide the cutting edge in a competitive market place.
Our expert panel, share their views and experiences on Future Capabilities and how to make this exercise more robust and effective.
Alan introduces you to a three step approach to unleashing the business changing power of UX by:
Assessing the state of UX in your organisation, learning how to improve the research that you do and seeing new ‘agile’ ways of working and thinking, to join it up.
With the business world seeing new value in user experience design, you’ll leave ready to take UX beyond digital, across channels and into the boardroom.
MX: Managing Experience | Day 2 - Designing Delivery: A Unified Approach to D...Adaptive Path
The digital service economy demands the ability to create coherent user experiences while achieving end-to-end agility and efficiency. The ability to deliver them together requires seamless system, process, and organizational design. Companies need a unified approach to design and operations that centers the entire organization around helping customers achieve their goals.
This workshop teaches participants how to connect user-centered design to the entire service delivery lifecycle. It introduces a holistic approach that interconnects marketing, design, development, and operations into a circular design/operations loop. Through talks, discussions, and guided exercises, participants learn how to improve both customer satisfaction and operational effectiveness by:
-designing for service, not just software
-minimizing latency and maximizing feedback throughout the organization
-designing for failure and operating to learn
-using operations as input to design
Practical Knowledge Management: Assessing Where You Are, Where You Want to Be...Enterprise Knowledge
Knowledge Management should be a critical component of any
organization's strategy, operations, and technical infrastructure.
However, many organizations continue to struggle with defining
what KM is, what they can get out of it, and how it integrates with their business. Much of this challenge is due to the fact that KM has long been an ill-defined concept, coopted by academics that fail to focus on business value. Other organizations have struggled with KM due to an inability to recognize that effective KM transcends a single discipline, integrating People, Culture, Processes, Technology, and Content throughout and between the various functions on an organization.
This session defines business-focused KM and discusses the
various aspects of Knowledge and Information Management that yield true business value. It also defines an Agile approach to understanding the current status and future needs for KM within an organization, including the introduction of EK's KM
benchmarking system for understanding where your organization should focus.
Unicorn invasion: A UX workshop for all levels and stuff!J+E Creative
The first rule of design is "you are not the user." The second rule of design? "You are not the user."
Join us for an afternoon UX-design workshop that turns user research and the iterative design process on its head by combining a little bit of trivia, a little bit of Clue, and a lot of fun. Together, we'll learn about and practice techniques for combining research and research deliverables to create effective user-centered designs. In doing, we'll cover hot UX topics such as personas, journey maps, user-flows, wireframes, and the sexy mysteries of the UX process.
Presented in partnership between 9th Path Creative and J+E Creative.
About JD Jordan and Brandy Porter:
JD is a veteran visual and User Experience designer with experience as a creative director, a design director, and a consultant with some of the biggest agencies and brands in the ATL and beyond. He is an acclaimed author, public speaker, and design educator.
Brandy is a seasoned design leader who has directed award-winning solutions for top consumer brands across all manner of media, devices, and environments. She has taught interaction design at corporate and collegiate levels with a focus on user behavior, intuitive design and critical thinking.
Adventures in Integrating UX in Data-Driven CorporationsAngela Obias
Slides from a talk that I gave for a User Experience Philippines event.
I was invited to share my lessons and recommendations from 12 years of working in data-centric roles, and experience of applying UX in three (3) types of companies: enterprise, agency and start-up.
Smooth Collaboration With UX Designers by Zalando Sr PMProduct School
Main takeaways:
Understanding the basic UX design process
Establishing shared mental models and processes for engagement
Practical tips for PMs to craft great products collaboratively with UX designers
Playing to Win: Create Evergreen and Topical Content From the Same SourceNoz Urbina
Slides from the webinar of the same name, hosted by Mintent Software (https://www.getmintent.com/blog/resources/intelligent-content-demand-webinar/):
How intelligent content can bridge the divide between the latest ‘hot’ topics, and content that outlives the rest by being useful for audiences over long periods of time. You will hear from Mintent CEO Matt Dion, and world-renowned content strategist- Noz Urbina about how you can rethink your content to allow assets to nurture leads with up-to-the-minute fresh content, while still making those same assets deliver longer term ROI. You'll also learn to break out of the struggle of justifying creation of content that goes through a short commission-publish-forget cycle.
Get practical tips for getting started today!
My slides from LavaCon Dublin, 2016:
Overview:
The cutting edge of modern science and thousands of years of communication history lead us to the same conclusion: we are pattern-based, model-building beings. This can seem either obvious or foreign to you, depending on your background, but rarely when we're talking about structuring information do we properly reconnect with the bigger picture outside the world of words and pictures.
Structured content isn't about XML, DITA or publishing, it's about imbuing content with some universal and deeply human qualities. With those qualities come a myriad of follow-on benefits to reader, writer and brand. With just the right amount of structure we're more engaged, more open-minded, and simply happier. This is true for content, but to prove it generally, we're going to first look at art, music, technology, communication and memory. Doing so we'll see how taking a wider view will help us structure content better, better bridge the silos in our organisations, and delight our customers throughout their journeys.
The wall falls down: Integrating our online and offline worlds [Confab 2015]Noz Urbina
[Confab version of my keynote talk]
There are no longer discrete online and offline worlds. Holding onto this idea is hurting our communications.
In this session, we will take a look at communications that seamlessly blend physical and digital experiences. When you take omnichannel, wearable devices, and the internet of things—and put them together in one integrated ecosystem for users—the dividing line disappears.
What do we gain when we fully integrate online and offline? How should communications change to cope with a life of constantly accelerating change? We’ll look at examples and techniques that can help prepare for this new paradigm.
Storming the Castle 2015 [LavaCon Breakout Session]Noz Urbina
Updated for 2015....
It seems sometimes like management engagement with your content strategy is like a great mystical prize sealed up in the highest tower of a maze-like castle; and there’s a huge moat; and the whole thing is on top of a mountain…
To actually reach it is a challenge that will in itself take a strategy, special tools (and weapons?), and a great mountain-climbing, maze-solving team.
Noz Urbina shares some of his experience on how we can get closer to our content strategy objectives by not falling at the first barrier: getting the necessary support to develop and implement it. Based on a career selling content strategies into a diverse range of organisations – from a few hundred staff to tens-of-thousands – some of his tips will involve judicious use of common sense, and others will be potentially surprising. Learn how you can storm that castle, and claim your prize.
The Wall has Come Down: Integrating our Online and Offline Worlds (IoT / Wear...Noz Urbina
Thesis: There are no longer discrete online and offline worlds. Holding onto this idea is hurting our communications.
In this session we take a look at the medium and long-term implications of wearable devices and the internet of things. Walking through a journey of realisation across 2 years, we'll go through what it means to content when you take omnichannel, wearable devices and the internet of things and put them together in one integrated ecosystem.
Screens are shrinking and working in tandem; connectivity is marching on towards ubiquity. Eventually there comes a point where the online world or ‘digital space’ and our real-life day-to-day will integrate so seamlessly that differentiating them will seem antiquated.
What does that mean to communication and content? What happens when Moore’s Law applies to our lives? What is the impact on information, technology and eventually culture? How should communications change to cope with a life of constantly accelerating change?
We'll will address these questions and more.
Multidimensional Content Strategy: A Plan for Dodging the Oncoming TrainNoz Urbina
The conceptual model of 4D content is one that takes into account not just
the length and width of a content asset, but looks at 'depth' ( related
content, social layers, 'drill down') and 'time' (dynamic,
contextually-relevant and personalised content). It is a model to support
adaptive content personalisation on any device or channel.
Our audiences are ever more adept at ignoring us on an ever growing number
of channels. We are still reeling from the surge of mobile devices in all
their many forms, but we can see wearable technologies and augmented
reality bearing down on us like a freight train.
To respond we must rethink how we work with content at a fundamental level.
The world is four-dimensional place (length, width, depth and time), but
we were raised and trained to think of content as flat, 2D deliverables.
How can actually create and deliver content for everyone and no one at
once? How can we create words and images like Lego that can be dynamically
built into relevant and valuable content for the right person and the
right context?
How can we do all this coherently, without the train hitting us and
smashing our messages into a fragmented mess?
By changing our mindsets, and adopting a content strategy that can support
today’s content initiatives. Check out this session and take the first step
in the right direction.
This is Your Brain on Content: Cognitive Science Lessons for Content StrategyNoz Urbina
A 'director's cut' of my Biological Imperative for Adaptive Content session from earlier this year.
The thesis: semantic, structured content is more suited to our brains natural functioning and mechanisms than traditional, unstructured content. It’s counter-intuitive, but is it true?
Our basic understanding of communicating content has changed. Under the pressures of multi-channel and multi-device content challenges, the old rules we learned about good content and processes are breaking down. How do we optimize for all this diversity?
Contemporary research in cognitive science and neurobiology can offer us new ways of thinking about communication at a basic, human level. This session could be considered a study in empathy, looking at how we can break out of our current mindsets, deconstruct old habits, and see justification for new ones around user needs. It offers cognitive science
and neurolobiology lessons relevant to today’s content landscape, and a common language to help you bridge the communication issues with your clients, colleagues, managers, and end users.
This session will cover models and methodologies to better structure content, optimize editorial processes, and build effective, influential strategies couched in the most human of terms.
COPE Content Modelling for Adaptive UX - Noz UrbinaNoz Urbina
FIRST PRESENTED AT CONTENT STRATEGY APPLIED 2013, eBay's OFFICES, LONDON, UK
Multi-channel, or COPE (Create Once, Publish Everywhere), content is a bit of a holy grail right now. Our trade is discussing content being freed from the browser, available for reuse, and accessible in apps, kiosks, and responsive mobile deliverables. We need to deliver eBooks and syndication services to our partners – even deliver to wearable technologies. All this for the benefit of users, and of course, the organisations that serve them.
Adaptive content is content that is agile enough to realise all these ambitions. But making our content adaptive means addressing a topic that sends many running for the fire exit or nearest window: semantic modelling of structured content. This session will connect the dots between adaptive content, responsive design, multi-channel delivery and user experiences to show you why you want and even need to have semantic content structures. It will then go through the non-terrifying intro to getting started with modelling your own content in a future-proof way.
The Biological Imperative for Intelligent ContentNoz Urbina
[Originally presented at Intelligent Content 2014] It's been about 1000 years since the last time our basic understanding of communicating content has changed as much as it's changing today. Under the pressures of multi-channel and multi-device content challenges, the old rules we learned about good content and processes are breaking down. How do we optimize for all this diversity? There is a way to understand, master, and even leverage all this change before competitors beat you to it. This isn’t an industry issue. The challenges around discussing and making full use of today’s digital communication platforms are faced by all cultures around the world as they adopt them.
Contemporary research in cognitive science and neurobiology, leads us to new ways of thinking about communication at a basic, human level. This session could be considered a study in empathy. It offers cognitive science and neurolobiology lessons relevant to today's content landscape, and a common language to help you bridge the communication issues with your clients, colleagues, managers, and end users.
Don’t worry – this session isn't a jargon-filled nerd-fest, but a roadmap to navigating the world of content, today and tomorrow. It will cover techniques and methodologies to better structure content, optimize editorial processes, and build effective, influential strategies.
The Internet is Everywhere – So What's Changed? [Noz Urbina, DITA EU 2013]Noz Urbina
The word “internet” is 30 years old, the actual networks even older. Email is nearly 40 years old. We now live in a world where professional-and-parenting-age adults have never known a World Without Web. But what has the impact been? This generation—and the internet user population as a whole—is consuming content in wildly different ways. Each new experience immediately sets new expectations for the future, creating a snowball effect. This session will look at that snowball, try to demonstrate quite how enormous it truly is, and discuss how DITA content helps us address a new crop of user expectations. We will look at how the true scale of changes in culture and expectations that impact communication, real-world scenarios where user and products will operate differently and why DITA is ideal to address the new challenges.
[soap Keynote] The Freedom to Grow: how standards facilitate the techcomm ind...Noz Urbina
Standards – either in the XML sense or simply communication best practices –help grow, accelerate and “professionalise” an industry. Would construction be without material standards for width and strengths, or certification for specific skills? How could we have transportation without standards for traffic and processes? Standards are what help ad-hoc processes become enterprise-class, and scale beyond our expectations.
Technical communication is in an era of rapid, disruptive and revolutionary change. The true nature of the challenge is understood by a few, and pros and cons of potential solutions by even fewer. The future therefore will require that we work together to exchange knowledge as best we can to help each other hit the many moving targets. We must do this because our old techniques and processes just can’t keep up, and no one organisation has the time or funds to re-invent every solution on their own. Standards help an organisation with little funds tackle larger challenges, and larger organisations implement profound change with reduced risk. The alternative is potentially getting left behind as the industry and community rush forward.
[Workshop] The incremental steps towardsdynamic and embedded content deliver...Noz Urbina
[A variant of my 2013 Technical Communcations UK presentation]
Dynamic delivery is delivery of context-appropriate information that can be assembled at the time of request with the most up-to-date, relevant content appropriate for the user and interface in question.
Embedded content is where content becomes a seamless part of device interfaces. Products become “self-describing”, allowing users to work uninterrupted by the need to open help files or manuals.
Many aspire to working in this way, but few (so far) have achieved it. This workshop looks at the benefits, requirements, and barriers related to these new types of delivery.
We will look at:
Why should we bother with this type of delivery?
What type of techniques, technologies and skills are required to realise such a system?
What are the risks at each stage?
Rebuilding Your Mindset for the Future of Content Work [Tekom /TCWorld 2013]Noz Urbina
[A variant of my session from http://bit.ly/nozu_istc13a now with "The bright side of the NSA scandal!]
This session is about getting yourself ready for the future, whatever it may bring. Change is not something that we usually excel at in technical communications.
If we don’t update our thinking, content and methods, each new wave of technology puts us yet another step behind the curve. Even though tablets and smart phones have reached near ubiquity with professional users, most organisations do not have their people, processes, platforms or content ready for mobile delivery. Many are not even internet-ready. Today we’re bombarded by announcements of new content creation and consumption technologies that are wearable, social, dynamic or embedded directly in products.
Although we can talk about how to do something about it, before our content and processes can change, we must change. We must address what is actually holding us back: how we think about our content in the first place.
This session will provide a new and inspiring perspective on how you can and must work with content to be ready for the future. We’ll look at updating our processes, structures and the biases and habits that surround them.
Adaptive Content equals Architecture plus Process minus Reality [Noz Urbina, ...Noz Urbina
Adaptive content is one of the most powerful and critical concepts of this decade. It is an attempt to address a never-before-seen diversity of content contexts and platforms, as well as sky-high user expectations. We are in an age where our smartphones are already starting to bore us. What were head-spinning miracles of science and technology less than three years ago “lack innovation” today. With customers assimilating new technologies into their lives and resetting expectations at this speed, the pressure to provide innovative, differentiating and strategically significant content experience is higher than ever. New platforms and interface paradigms are just around the corner. Adaptive content promises to help us address these challenges, but it still takes organisations years to adapt themselves. Noz Urbina focuses on how content architecture and process need to be altered for adaptive content, and what to do when reality sets in.
Rejigging your mindset for the future of content work [ISTC13]Noz Urbina
This session is about getting yourself ready for the future, whatever it may bring. Change is not something that we usually excel at in technical communications.
If we don’t update our thinking, content and methods, each new wave of technology puts us yet another step behind the curve. Even though tablets and smart phones have reached near ubiquity with professional users, most organisations do not have their people, processes, platforms or content ready for mobile delivery. Many are not even internet-ready. Today we’re bombarded by announcements of new content creation and consumption technologies that are wearable, social, dynamic or embedded directly in products.
Although we can talk about how to do something about it, before our content and processes can change, we must change. We must address what is actually holding us back: how we think about our content in the first place.
This session will provide a new and inspiring perspective on how you can and must work with content to be ready for the future. We’ll look at updating our processes, structures and the biases and habits that surround them.
Adaptive Content & Responsive design: the content challengeNoz Urbina
Responsive (and Adaptive) design can sometimes be thought of as the art and science of hammering round pegs into square holes. Content that isn’t properly structured and controlled with a solid content strategy can struggle to properly adapt to different display contexts. Noz Urbina looks at how CS and UX professionals can work together to engage and please users in a multi-device world.
Lessons learned from this session:
This session received strong reviews. People were quite engaged by the concept of Adaptive Content.
Questions focussed around the IA/CS relationship: How and where is IA handled inside body content and how can teams work together. The answer is generally: much more closely. CSs are both guiding and soliciting the support of IAs to extend real structure and semantics into body content blocks to enable reuse, tranformation and filtering. IA and CS professionals need to work more closesly for Adaptive Content than they would otherwise.
Originally presented 2013-06-18 at UXPA UK (User Experience Professionals Association UK) event held at Sapient Nitro's offices in London. Organised by Lisa Moore, WriteByte.
Choosing a CMS: One Management System to Rule Them All?Noz Urbina
[Originally Presented as part of the DCL Learning Series http://bit.ly/Wgfmfx]
With so many “MSs” on the market today — CCMS, CMS, DMS, WCMS, ECMS, LMS, PLMs, CRMs and more — what do you need, and how integrated can or should they be? Can you have the sought-after unified content strategy without a common software platform?
With the myriad of options, many potential users, and worse, the procurement staff who need to supply them with tools, don’t know really know the real, detailed differences between them. This session will help you navigate the forest of MSs by looking at three common types—Component CMS, Web CMS, Document MS—the differences between them, how they can be combined to support some common content scenarios like technical communications, web delivery, and document regulation and audit-trail control (and a little on mobile devices while we’re at it).
Leveraging Your Business Assets with Multichannel Publishing [Noz Urbina]Noz Urbina
If properly integrated into a content strategy, multi-channel publishing has the ability to multiply the value of existing asset across various contexts and scenarios. Going beyond mere “web + mobile” a true multi-channel content strategy can look at making content and surrounding processes ready for reuse and curation across a theoretically unlimited number of formats. Across various verticals and industries an integrated and consistent strategic approach to content can improve brand impression in the market, save bottom line costs, and increase customer engagement.
Although extensive benefits are on offer, tackling such a strategy is not for the faint of heart. Usually a cross-disciplinary team and a good series of management presentations are required before content silos can be integrated, and collaboration can begin.
In this session you’ll learn about: Why multichannel? Why now? What does multichannel content even look like? Who you need to get on board, and how to sell them the vision. How to take baby steps to success
Giving Customers What They Want: Integrating Content into the Customer LifeCy...Noz Urbina
Modern product development (especially in the software industry) is a faster-paced and more iterative process than ever before. In business-to-business and business-to-consumer markets, globalization puts added pressures on innovation and the ability to give specific audiences the customer experience they are after.
Using both theory and case studies, this presentation will address ways of increasing the customer experience by:
Being the user advocate in product design for a more consistent, streamlined user experience.
Ensuring your content management process can handle the future of content delivery, embedded
User Assistance (eUA) and dynamic, multi-device, mobile-ready content experiences.
Using tech comm to bridge development, support and content by soliciting and actioning customer feedback.
Structuring for success in the face of diversifying, accelerating product development requirements with topic-based authoring, structure, metadata and content management.
# Internet Security: Safeguarding Your Digital World
In the contemporary digital age, the internet is a cornerstone of our daily lives. It connects us to vast amounts of information, provides platforms for communication, enables commerce, and offers endless entertainment. However, with these conveniences come significant security challenges. Internet security is essential to protect our digital identities, sensitive data, and overall online experience. This comprehensive guide explores the multifaceted world of internet security, providing insights into its importance, common threats, and effective strategies to safeguard your digital world.
## Understanding Internet Security
Internet security encompasses the measures and protocols used to protect information, devices, and networks from unauthorized access, attacks, and damage. It involves a wide range of practices designed to safeguard data confidentiality, integrity, and availability. Effective internet security is crucial for individuals, businesses, and governments alike, as cyber threats continue to evolve in complexity and scale.
### Key Components of Internet Security
1. **Confidentiality**: Ensuring that information is accessible only to those authorized to access it.
2. **Integrity**: Protecting information from being altered or tampered with by unauthorized parties.
3. **Availability**: Ensuring that authorized users have reliable access to information and resources when needed.
## Common Internet Security Threats
Cyber threats are numerous and constantly evolving. Understanding these threats is the first step in protecting against them. Some of the most common internet security threats include:
### Malware
Malware, or malicious software, is designed to harm, exploit, or otherwise compromise a device, network, or service. Common types of malware include:
- **Viruses**: Programs that attach themselves to legitimate software and replicate, spreading to other programs and files.
- **Worms**: Standalone malware that replicates itself to spread to other computers.
- **Trojan Horses**: Malicious software disguised as legitimate software.
- **Ransomware**: Malware that encrypts a user's files and demands a ransom for the decryption key.
- **Spyware**: Software that secretly monitors and collects user information.
### Phishing
Phishing is a social engineering attack that aims to steal sensitive information such as usernames, passwords, and credit card details. Attackers often masquerade as trusted entities in email or other communication channels, tricking victims into providing their information.
### Man-in-the-Middle (MitM) Attacks
MitM attacks occur when an attacker intercepts and potentially alters communication between two parties without their knowledge. This can lead to the unauthorized acquisition of sensitive information.
### Denial-of-Service (DoS) and Distributed Denial-of-Service (DDoS) Attacks
Bridging the Digital Gap Brad Spiegel Macon, GA Initiative.pptxBrad Spiegel Macon GA
Brad Spiegel Macon GA’s journey exemplifies the profound impact that one individual can have on their community. Through his unwavering dedication to digital inclusion, he’s not only bridging the gap in Macon but also setting an example for others to follow.
Multi-cluster Kubernetes Networking- Patterns, Projects and GuidelinesSanjeev Rampal
Talk presented at Kubernetes Community Day, New York, May 2024.
Technical summary of Multi-Cluster Kubernetes Networking architectures with focus on 4 key topics.
1) Key patterns for Multi-cluster architectures
2) Architectural comparison of several OSS/ CNCF projects to address these patterns
3) Evolution trends for the APIs of these projects
4) Some design recommendations & guidelines for adopting/ deploying these solutions.
APNIC Foundation, presented by Ellisha Heppner at the PNG DNS Forum 2024APNIC
Ellisha Heppner, Grant Management Lead, presented an update on APNIC Foundation to the PNG DNS Forum held from 6 to 10 May, 2024 in Port Moresby, Papua New Guinea.
1.Wireless Communication System_Wireless communication is a broad term that i...JeyaPerumal1
Wireless communication involves the transmission of information over a distance without the help of wires, cables or any other forms of electrical conductors.
Wireless communication is a broad term that incorporates all procedures and forms of connecting and communicating between two or more devices using a wireless signal through wireless communication technologies and devices.
Features of Wireless Communication
The evolution of wireless technology has brought many advancements with its effective features.
The transmitted distance can be anywhere between a few meters (for example, a television's remote control) and thousands of kilometers (for example, radio communication).
Wireless communication can be used for cellular telephony, wireless access to the internet, wireless home networking, and so on.
2. Me
89 3929 31 x88
Nums&StufnTings
24g
UC.com 2027
19 years experience in…
www.omnichannelx.digital
• Content designer,
strategist, & modeller
• Wrote
• “Content Strategy: Connecting the
dots between business, brand, and
benefits” (thecontentstrategybook.com)
• Teach at
• Content Strategy programme,
University of Applied Sciences, Graz,
Austria
• Co-founded
3. Select clients
10 points to help you decide if you’re a match with Urbina Consulting: urbinaconsulting.com/about-you
horizontal
vertical
Life sciences, Financial Service, High Tech, Telecoms, Manufacturing, and more
5. RYAN SKINNER, FORRESTER
SENIOR ANALYST
Full interview
bit.ly/omnix-rs18
Marketing hasn’t done its own
digital transformation.
They’ve gone to market through digital
channels but within the marketing
organization they haven’t thought,
"How do we actually work?"
http://bit.ly/Cat-Image-Free-Photos
#OmniXConf
2020 – Day 1
6. JOE PULIZZI, CO-FOUNDER,
CONTENT MARKETING INSTITUTE
The Evolution of Content
Marketing Will Include
Intelligent Content (source)
“What if I could take a piece of content and publish
it to multiple output channels, all set to
display in different ways
(because of the rules that I set)
without having to handcraft
each piece of content separately?
Technical communicators have been doing this for years.
23. In-line
update
“There are all those
pages / documents are
in the old template and
we don’t have time to
migrate them”
“There are lots of
places we’ve said this,
but we can’t possibly
find and update them”
26. Continuous
iterative
improvement
Omnichannel
journey mapping
Inventory, Audit,
Analysis
User research /
persona
development
Brand strategy &
commercial
goals
Initial task
matrix, Insights,
Analytics
Unify
Measurement &
optimization
Delivery
Create
Editorial plan,
Content
modelling,
Tone & voice,
Standards
Taxonomy &
information
architecture
Development
specifications
UX Pattern
Libraries
Design
27. Document what you
have, where you have
it, if it’s any good
Inventory, Audit,
Analysis
User research /
persona
development
Brand strategy &
commercial
goals
Initial task
matrix, Insights,
Analytics
Document who your
audience is and what
you know about them
Document what you
want to do and say
Document what
processes you want to
support and how
they’re currently doing
28. Omnichannel
journey mapping
Inventory, Audit,
Analysis
User research /
persona
development
Brand strategy &
commercial
goals
Initial task
matrix, Insights,
Analytics
Unify
Detail what experience
currently looks like,
and what it should look
like
Document persona
questions
29. Omnichannel
journey mapping
Inventory, Audit,
Analysis
User research /
persona
development
Brand strategy &
commercial
goals
Initial task
matrix, Insights,
Analytics
Unify
Editorial plan,
Content
modelling,
Tone & voice,
Standards
Taxonomy &
information
architecture
Development
specifications
UX Pattern
Libraries
Design
Document how your
content will work,
sound, and be
evaluated to answer
questions
Document how your
content should be
organised for different
audiences and contexts
Document what
content should look
and act like
Document how content
and interfaces should
behave
30. PERSONAS & JOURNEYS AKA Walking a mile in
the user’s shoes
Unlocking creativity through shared empathy
31. Selecting from the infinite
• Personas: A picture
• A generalised view of what could be millions of real
people
• Journeys: A movie script
• A generalised narrative (story) representing a
theoretically limitless number of potential customer
experiences
• The journey map is a tool that allows the brand to select
the stages that have business potential
Persona is to
Person
…as a…
Customer Journey
Map is to Real Life
Experience
33. Personas – Why bother?
• Personas document the characteristics and decision-
making style of the most common (or most strategically
interesting) audience segments
• What are their key objectives and frustrations? What tasks are involved in achieving their
common objectives?
• What drives them in life, and specifically, in ways that might offer engagement opportunities for
your brand?
• What channels and formats do they like to engage on? What forums, groups, or events do they
participate in?
• Are they driven more by hard data, or instinct and emotion? How much are they influenced by
environmental factors, like brand and reputation?
• What are their expectations when they engage with your brand? How well has their background
prepared them for understanding your brand’s domain, language, cultural references?
36. Use cases vs journeys
Use cases ARE NOT
journeys (too small)
http://www.sparxsystems.com.au/uml_topics/map_uc/map_uc.htm
37. Lifecycle
Journey
A customer lifecycle has many journeys….
Journey Journey Journey
stage
stage
stage
stage
A customer journey has many stages….stage
stage
stage
stage
stage
stage
stage
stage
stage
stage
stage
stage
Lifecycle = Brand
perspective
Journeys =
User
perspective
Usecase
Usecase
A stage may require a system use case
Usecase
Usecase
Usecase
Usecase
Usecase
Usecase
Use case = Tech
perspective
38. Lifecycle vs Journeys
• Separate activities and phases:
• Lifecycles are made of labels that describe a specific phase of the
life of relationship:
• Unaware, Prospect, Customer, Advocate…
• Journeys are broken up into stages of activity* across various
touch points:
• Discovering, Event Evaluation, Researching, Comparing, Visiting,
Consumption, Training…
*Journeys may often start with a ‘Trigger’ which is not an activity, e.g. ‘Purchase’ which kicks
off an ‘Onboarding journey’.
42. Result: Content types in a model
Each component content
type has associated
guidelines for copy,
metadata, structure, and
processing
Consistency makes
components adaptable,
manageable, reusable,
and automation-ready
for personalized
omnichannel output
So kids can be kids.
Learn more about building a better learning
environment at www.company.com/us/education
We’re committed to creating safer schools that
support students as they learn, play and grow.
At company®, we recognize the significant
impact that floor coverings have on your K-12
facility. That’s why we build the following
benefits into every square inch of flooring we
produce.
“This company’s products provide a
comfortable, low-maintenance and long-lasting
solution that will be here long after we’re gone.
That’s why we chose it.”
– Customer Name, director of facilities, XYZ
School
Durable, resilient flooring resists
damage caused by high-traffic
footfall and rolling equipment.
Low VOC emission floor coverings
support healthy indoor air quality
and do not contain PVC,
plasticizers (phthalates) or
halogens (e.g. chlorine).
Low maintenance, coating-free
flooring needs little more than tap
water for cleaning, keeping your
facility free of chemical
contaminants that affect students
and staff.
Ergonomic support reduces strain
on staff while simultaneously
providing a slip-resistant surface
for high-activity student areas such
as gyms, hallways and
auditoriums.
Reduces life cycle costs thanks to
simplified maintenance, while
exceptionally hard wearing rubber
outlasts the average span of
facility renovation cycles.
Acoustic control reduces footfall
noise and echoes for a less
disruptive learning environment.
Media Key Features Lists
Testimonials
Calls-to-Action
Taglines
Short Descriptions
Designed around
customer needs &
journeys like a product
43. Structural
containers
Info type
containers
Display
containers
Content type
containers
Consider all the types of specialised content containers
Category
containers
Taxonomy
Moments
Products
Personas
Locations
Jobs
Segments
Sub-segments
#Tags & Keywords
What: Basic type
Reference
Task
Process
Principle
Narrative
…
What: specific type
Article
Tip
Guide
Disclaimer
Tool
Call-to-action
…
Universal block types
(heading, para, list,
section, etc)
Content according to
micromoment question
that it answers:
How-does-it-work? How-
do-I? What-is-it? How-
should-I? etc.
Brand-specific
types of content
that make up the
brand content
model
Brand tags for
categorising and
personalising content
based on: who, what,
when, where, why
(product, service,
moment)
How content will be
accessed in-channel:
websites, apps, layouts,
social card,
url/navigation trees…
img
• ----
----
• ----
----
44. Content patterns fill in the containers
Content patterns reuse the same word
structures, so only unique content, additional
to those structures, jumps out at the user.
They also allow the user to scan and compare
information in multiple places on a like for like
basis.
Lizzie Bruce
Freelance Content Consultant
bit.ly/gc-pats
Designing with content: how using
content patterns can help
“
47. Editorial standards & adaptive content modelling
Example: Component content marketing
Content Reuse: A
Super-Simple Way to
Get Started
– Michele Lin
(bit.ly/cmi-reuse)
52. Eli Lilly, Depth & Time
Medical Letters
Quick answers
(a few lines, reused in Google Rich Snippet)
Overview
(a few paras, reuses Quick Answer, and feeds Google
KG. Replaces “FAQ” for medium-depth answers)
Medical Letters
(a few pages, reuses Overviews as sections.
Supports deep learning.)
53.
54. I find it
challenging to go back
to work in old ways…
I’m thinking
how to ‘build’ a response,
rather than how to ‘write’ a response.
One of a great group of writers
Eli Lilly (an Urbina Consulting client)
55. Example: Before/After Components
THE PROCLAIM STUDY (SENAN, 2015)
PROCLAIM was a multicenter, randomized, Phase 3 study comparing
treatment with concurrent pemetrexed and etoposide radiation therapies in
patients with unresectable Stage IIIA/B nonsquamous NSCLC.
Methods
PROCLAIM compared these treatments in sequence:
1. concurrent pemetrexed/cisplatin/thoracic radiation therapy
2. consolidation pemetrexed with concurrent
etoposide/cisplatin/thoracic radiation therapy, and
3. consolidation with an investigator’s choice of platinum-based
chemotherapy doublet (excluding pemetrexed).
Patient Characteristics
Patients had unresectable Stage IIIA/B nonsquamous NSCLC.
Design Schema
Figure 1 presents a schema of the study design.
Figure 1. PROCLAIM Study Design (Senan, 2015)
Short
Description
Methods Overview Sub-Block
MethodsBodyBlock
Patient
Characteristics
Sub-block
After
Study
REFERENCE
Design
Schema Sub-
block
BEFORE
56. THE PROCLAIM STUDY (SENAN, 2015)
PROCLAIM was a multicenter, randomized, Phase 3 study comparing treatment with
concurrent pemetrexed and etoposide radiation therapies in patients with unresectable
Stage IIIA/B nonsquamous NSCLC.
Methods
PROCLAIM compared these treatments in sequence:
1. concurrent pemetrexed/cisplatin/thoracic radiation therapy
2. consolidation pemetrexed with concurrent etoposide/cisplatin/thoracic
radiation therapy, and
3. consolidation with an investigator’s choice of platinum-based chemotherapy
doublet (excluding pemetrexed).
Patient Characteristics
Patients had unresectable Stage IIIA/B nonsquamous NSCLC.
Design Schema
Figure 1 presents a schema of the study design.
Figure 1. PROCLAIM Study Design (Senan, 2015)
Example: Methodology
Ensure consistency
Used “the PROCLAIM” vs “PROCLAIM”
consistently. Applied “Study” content type.
Label
In this case, headings automatically come from
“Study” content type template
Chunk
Separate out according to audience frequent interests:
summary, actions, subjects, design, results (not shown)
Determine relevance
Medical professionals want to know the facts of a
study
Short
Description
Methods Overview Sub-Block
MethodsBodyBlock
Patient
Characteristics
Sub-block
Study
REFERENCE
Design
Schema Sub-
block
57. THE PROCLAIM STUDY (SENAN, 2015)
PROCLAIM was a multicenter, randomized, Phase 3 study comparing
treatment with concurrent pemetrexed and etoposide radiation therapies in
patients with unresectable Stage IIIA/B nonsquamous NSCLC.
Methods
PROCLAIM compared these treatments in sequence:
1. concurrent pemetrexed/cisplatin/thoracic radiation therapy
2. consolidation pemetrexed with concurrent
etoposide/cisplatin/thoracic radiation therapy, and
3. consolidation with an investigator’s choice of platinum-based
chemotherapy doublet (excluding pemetrexed).
Patient Characteristics
Patients had unresectable Stage IIIA/B nonsquamous NSCLC.
Design Schema
Figure 1 presents a schema of the study design.
Figure 1. PROCLAIM Study Design (Senan, 2015)
Address natural-language questions
What is it?
Short
Description
Methods Overview Sub-Block
MethodsBodyBlock
Patient
Characteristics
Sub-block
After
Study
REFERENCE
Design
Schema Sub-
block
High-value components
structure content so that
they target
• real user questions
• along the customer journey
• to give high-value answers
High-value answers are
reusable across contexts
58. THE PROCLAIM STUDY (SENAN, 2015)
PROCLAIM was a multicenter, randomized, Phase 3 study comparing
treatment with concurrent pemetrexed and etoposide radiation therapies in
patients with unresectable Stage IIIA/B nonsquamous NSCLC.
Methods
PROCLAIM compared these treatments in sequence:
1. concurrent pemetrexed/cisplatin/thoracic radiation therapy
2. consolidation pemetrexed with concurrent
etoposide/cisplatin/thoracic radiation therapy, and
3. consolidation with an investigator’s choice of platinum-based
chemotherapy doublet (excluding pemetrexed).
Patient Characteristics
Patients had unresectable Stage IIIA/B nonsquamous NSCLC.
Design Schema
Figure 1 presents a schema of the study design.
Figure 1. PROCLAIM Study Design (Senan, 2015)
Address natural-language questions
What was done?
Short
Description
Methods Overview Sub-Block
MethodsBodyBlock
Patient
Characteristics
Sub-block
After
Study
REFERENCE
Design
Schema Sub-
block
59. THE PROCLAIM STUDY (SENAN, 2015)
PROCLAIM was a multicenter, randomized, Phase 3 study comparing
treatment with concurrent pemetrexed and etoposide radiation therapies in
patients with unresectable Stage IIIA/B nonsquamous NSCLC.
Methods
PROCLAIM compared these treatments in sequence:
1. concurrent pemetrexed/cisplatin/thoracic radiation therapy
2. consolidation pemetrexed with concurrent
etoposide/cisplatin/thoracic radiation therapy, and
3. consolidation with an investigator’s choice of platinum-based
chemotherapy doublet (excluding pemetrexed).
Patient Characteristics
Patients had unresectable Stage IIIA/B nonsquamous NSCLC.
Design Schema
Figure 1 presents a schema of the study design.
Figure 1. PROCLAIM Study Design (Senan, 2015)
Address natural-language questions
Is this relevant for
my patient?
Short
Description
Methods Overview Sub-Block
MethodsBodyBlock
Patient
Characteristics
Sub-block
After
Study
REFERENCE
Design
Schema Sub-
block
61. Two taxonomy management systems
A universal, omnichannel back-end category tag-set:
• Optimised for back-end management & findability
• Content is separate from tags. Tags live in the
taxonomy system & content a format-neutral
CMS/asset manager
• Identifies content with tags for all occasions and
needs: Who it’s for, where and when it should appear,
what topic it covers, etc. Covers things like:
• Moments, Products, Personas, Locations, Jobs, Segments, Sub-
segments, Social #Tags & Keywords, InfoType, ContentType,
Subject matter, Etc..
• Can also describe 1 or more navigation trees for
apps/sites
• although often doesn’t and just leaves that to the various channels
to sort out
Content taxonomies* Site architecture / Navigational taxonomies
“Folder systems for the website”
• Content is published from back-end, format-
neutral system to its display context
• If it’s got to be on multiple pages, it can often be duplicated.
• There may also be a concept of “tagging” but this
is simpler and less controlled
• Optimised for clarity for users in the browser and
SEO purposes
• Onsite filters can point back to back-end
taxonomies, keeping all filters centralised across
channels/sites
• Each site has it’s own structure
• Unless it’s being dynamically built from the back-end!
63. Measure both content and interfaces
Content quality and
improvements can,
and should,
be measured
independently of
channel
Content should also be
measured in channel
contexts to ensure
overall UX is optimized
64. Measurable improvements from content alone
Metric Before After Change
Time-to-
Answer
125.11 sec 70.50 sec 42% faster
(-50.6 sec, Old is 72% slower)
OSAT 5.9/10 8.61/10
45% more satisfied
with their experience
(+2.66 points)
Confidence
(in answer
accuracy)
6.3/10 8.9/10
27% more confident
in answers found
(+1.77 points)
Accuracy
(average)
Correct 18%
Incorrect 38%
Correct 64%
Incorrect 8%
257% more accurate
(80% less errors)
FinTech client
65. Good content creates inter-team benefits
See “A Good User's Guide Means Fewer Support Calls and Lower Support Costs”
https://www.jstor.org/stable/43095065?read-now=1&socuuid=db2fc2b8-a82e-4f48-8205-
44324b06356a&socplat=twitter#page_scan_tab_contents /
General Electric Information Services ran a 5-month, 4-company
study* comparing high and low-quality documentation to measure
its affect on technical support call volumes.
High quality documentation reduced ALL
call volumes (not just calls about
documents) by 90%
(which for them was $1M in annual savings)
*The study compared new roll-outs to new users, in order to
compare without the biasing influence of existing tribal
knowledge.
Cost-avoidance
ROI Case study
66. Omnichannel maturity model
Measure Your score goes
here
1 Our business has a centralized content group or team that is engaged in ensuring that content is treated as a business
asset across teams, geographies, channels, and functions.
2 Our content and experiences for customers and prospects are conceived and authored in ways that take into account
multiple channels (web/digital, social, email, etc.), as well as cross-channel interactions over the course of a user
journey.
3 We work with a content management or storage system that allows a single content object to be reused endlessly and
work in any number of contexts (without replicating the object in each instance or channel where it is used), and we
actively use this functionality.
4 New content and experiences that we push to customers and prospects regularly reuse, lightly adapt, or incorporate
previously published or authored content.
5 We have received some education or training in the skills and concepts to support the creation and delivery of content
and experiences that are independent of channel, such as content modelling, content design, structured content, content
component authoring, or Agile experience design.
Forrester research, Senior Analyst, Ryan Skinner, “Towards omnichannel maturity: Milestones on the expedition”
More on
omnichannelx.digital
67. Omnichannel maturity model
Measure Your score goes
here
6 The vision of providing the ideal content and experience to each customer, based on who they are and what they want or
need at the moment they come to us, no matter how they choose to interact with us, is an explicit focus for our team right
now.
7 The content and experiences for customers and prospects that we create can be reused across multiple channels
without the need to manually upload them into separate systems, cut/paste them into new systems, or manually move
them across folders.
8 The content and experiences for customers and prospects that we create are produced in format-independent
components, suitably tagged with metadata that developers can easily re-assemble in new experiences based on API
calls or integrations that correspond to the components’ meaning or purpose.
9 We have taxonomical or ontological classification systems for tagging our content that are consistent across the
channels where we publish or share content and experiences for customers and prospects.
10 Our content and experiences for customers and prospects start as the result of an omnichannel journey mapping process
(and not as the result of a campaign objective, channel objective, etc.).
67
Forrester research, Senior Analyst, Ryan Skinner, “Towards omnichannel maturity: Milestones on the expedition”
More on
omnichannelx.digital
68. Omnichannel maturity model
11 Our content and experiences for customers and prospects start as the result of an omnichannel journey mapping process
(and not as the result of a campaign objective, channel objective, etc.).
12 We have applied structure to our digital content so that the content or assets can be delivered algorithmically based on a
given customer profile.
13 A customer’s or prospect’s experiences across our touchpoints will generally involve a significant amount of
customization based on interests and prior experiences that we have gleaned from either their behavior or stated
preferences.
14 We use AI/ML technologies –either bought or developed in-house –that automate the understanding of content (its topic,
tone, emotional quality, etc.) and either applies metadata to the content or delivers it in experiences most relevant to a
particular customer, based on the content understanding.
15 We have a governance structure or function that ensures our customers’ perceptions of our content and experiences
(their value, relevance, ease of use, and utility) is captured and addressed, independent of any one channel, on an
ongoing basis.
68
Forrester research, Senior Analyst, Ryan Skinner, “Towards omnichannel maturity: Milestones on the expedition”
More on
omnichannelx.digital
70. Author
Component
s
Personalised /
contextual /
conversational
AudienceA
AudienceB
ScenarioC
ScenarioD
Generic content
Everyone
Omnichannel delivery
AI Quality and
Terminology
control
Check
Quality
Manage
Journeys /
Personas
Measure
Analytics
Mine, tag, link
AI tagging &
taxonomy
/ontology MS
Serve &
Transform
Delivery / AI
Recommendation
Engine
Enterprise-ready infrastructure
Translation MS
Translate
Customer
Relationship MS
Support
Manage
Components
Component
CMS
Content Asset
management /
GraphDB
Unify storage
= AI
71. Where we can go next…
Structured
writing
3
Models,
Taxonomy &
Metadata
2
Tool &
platform
strategy
4
Experience
& journey
mapping
1
Additional workshops | noz.urbina@urbinaconsulting.com
72. THANK YOU! Q&A?
Sur le Pont d'Avignon
On y danse, On y danse
noz.urbina@urbinaconsulting.com
linkedin.com/in/bnozurbina/
@nozurbina
Structured
writing3
Models,
Taxonomy &
Metadata
2
Tool &
platform
strategy
4
Channel
& journey
mapping
1
73. The hardest models to change are those most
familiar - your content, your company, your
possibilities, yourself.
Editor's Notes
Lilly
Barclays
In the next two days you’re going to be hearing from some of the most successful companies in the world when it comes to unified omnichannel strategies and experiences. None of them are perfect. None of them claim to be perfect. What they have done, is found ways to come together around the customer that add real value to them and their brands.
Strategy is clear and teams are all feeding higher-level, cross-channel goals
Omnichannel processes & policies maintained & accessible to multiple teams
Guidelines for quality, content structures, terminology, measurement
Relationships and linking are managed for personas across-channels: “relevance as a service”
Tagging and categorisation for products, context, device-suitability is shared across channels & systems
We heard this morning about the value of your legacy content from Meg.
Create in components OR go back to your old pieces, break them up and give them new life.
Google really likes content that is written according to question types ”How-do-I” etc. for SEO
A category or tag is basically like a container around a container
50.11 Cost per call was supplied by client
$73.53 cost was based on in-house 130k/year/1768 work hrs per year
Increase = New Number - Original Number
Then: divide the increase by the original number and multiply the answer by 100.
% increase = Increase ÷ Original Number × 100.
If your answer is a negative number, then this is a percentage decrease.
To calculate percentage decrease:
First: work out the difference (decrease) between the two numbers you are comparing.
Decrease = Original Number - New Number
Then: divide the decrease by the original number and multiply the answer by 100.
% Decrease = Decrease ÷ Original Number × 100
If your answer is a negative number, then this is a percentage increase.
Read more at: https://www.skillsyouneed.com/num/percent-change.html
50.11 Cost per call was supplied by client
$73.53 cost was based on in-house 130k/year/1768 work hrs per year