SlideShare a Scribd company logo
Creating a Better
Content Process
Communicating effectively
requires the right content, at the
right time, in the right place, and
for the right reasons.
The best people are the ones that
understand content. They’re a pain
in the butt to manage, but you put up
with them because they’re so good.
Steve Jobs
AGENDA
• Designing Good Content
• Critical Learning Moments
• The Importance of Focus
• Make Others the Heroes
Good communication
doesn’t just happen, it’s a
matter of good design.
• Social Media
• Bulletin Boards
• Blogs
• Flyers
• Landing Pages
• Infographics
• Webinars
• Events
• White Pagers
• Email Campaigns
• Newsletters
• More Meetings
What We’d Like:
More of Everything!
Boil the ocean:
To undertake an impossible task or
project, or to make a job or project
unnecessarily difficult.
A Better
Content
Process
Content built around:
• Knowing your audience
•Pivotal user moments
• Proven governance structure
• Reusability
• Measurability
Know Your
Audience
MISSION STORY
CUSTOMER STORY
(personas)
PIVOTAL LEARNING MOMENTS
Learning
Moments
A Learning Journey starts with you
deciding what you need to learn
and continues to the point when
you feel confident enough to
accomplish your goals.
Content Strategies for Learning Content
Pivotal
Learning
Moments*
*Borrowed from Gartner
Narrative Design Framework
and Design Thinking
Grants &
Funding
Focus on
Key Needs
Create Once,
Publish Everywhere
Continuous
Improvement
• Identify key
personas
• Prioritize critical
learning moments
• Inventory content
and gaps
• Align execution
with customer and
mission stories
• Identify SMEs
• Define success
measures
• Create content
elements for each
critical learning
moments
• Reimagine content
to meet needs of
modern learners
• Leverage a central
content repository
with metatags
• Leverage tech for
collaboration and
connection
• Monitor and
measure
experiments with
channels and
messaging
• Use content
governance and
accountability to
ensure reliability,
consistency and
quality
• Monitor internal
enablers and
barriers to effective
collaboration
• Modify personas
and executions
with new insights
• Enrich peer and
stakeholder
partnerships to
create a content
stewardship culture
• Recognize the best
content stewards
• Capture, reflect
and act on lessons
learned
Benefits:
• Less content clutter
• More manageable
• More user friendly
• Lower production costs
HERO
STORY
FRAME
The hero (user/customer)
wants or desires something
They are confronted with a
conflict or problem
Be the guide who understands
them and helps them win the
day with a plan
That calls our hero customer
into action for success!
Content
Stewardship
Model
• Know your audience
• Define pivotal user moments
• Create once, publish
everywhere
• Check, measure, and repeat
Foster
Collaboration,
Connection,
Community
If you want to go fast, go alone.
If you want to go far, go
together.
African Proverb

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