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A strategy for ubiquitous content
Marie Girard
TCWorld - November 10th, 2016
Over the rainbow
Content everywhere – so where is it?
2
posters
marketing auto
systems
social
networks
emails
YouTube
training
wiki
kiosks
presentation
in the box
intranet
blog
marketing
brochures
wearables
product
interface
instruction
manuals
internet
troubleshooting
And where does technical content fit in this picture?
3
posters
marketing auto
systems
social
networks
emails
YouTube
training
wiki
kiosks
presentation
in the box
intranet
blog
marketing
brochures
wearables
product
interface
instruction
manuals
internet
troubleshooting
And where is the content you own?
4
posters
marketing auto
systems
social
networks
emails
YouTube
training
wiki
kiosks
presentation
in the box
intranet
blog
marketing
brochures
wearables
product
interface
instruction
manuals
internet
troubleshooting
Wait a minute… how did this happen?
dailypythongifs.tumblr.com
5
Industry has changed
6
1.0 2.0 3.0 4.0
User experience has changed
1.0 2.0 3.0 4.0
7
Content has changed
1.0 2.0 3.0 4.0
8
Content is all over the place
9
Portals give us an impression of control
10
But user experience is cross-channel
11
Somewhere over the rainbow, there are high stakes
12
89% of clients make purchase decision
based on quality of technical content
87% of support calls are resolved with
online technical content
This is not a care bears story: this is complex
13
missxdelaney.tumblr.com
Linear Analytical Predictable
Circular Interrelated Flexible
Content strategy must embrace complexity
User
experience
Multidisciplinary
teamsExperimentation
Artificial
intelligence
Collective
intelligence
14
Set goals for end-to-end user experience
User
experience
Multidisciplinary
teamsExperimentation
Artificial
intelligence
Collective
intelligence
15
The digital customer journey has become a cycle
Emotional
Rational
ENTERTAIN INSPIRE
EDUCATE CONVINCE
16
Goals vary depending on the stage of the journey
Emotional
Rational
Branded
videos
Best practices
Documentation
Product
demos Whitepapers
Product pages
Communities
Live demos
FAQs
Self-assessments
Blogs
Events
Courses
17
User emotions when you miss your goals
Emotional
Rational
Indifferent Confused
Insecure Angry
ENTERTAIN INSPIRE
EDUCATE CONVINCE
18
User emotions when you meet your goals
Emotional
Rational
Amused Inspired
Empowered Confident
ENTERTAIN INSPIRE
EDUCATE CONVINCE
19
Watson Personality Insights on product doc
20
Dispassionate
Assertive
Desire for discovery
EDUCATE
Empowered
Watson Personality Insights on marketing blog
21
Open to and
intrigued by new
ideas.
Challenges authority
to bring positive
changes.
INSPIRE
Inspired
Watson Personality Insights on support answers
22
Serious.
Driven by a desire
for efficiency.
CONVINCE
Confident
Create multidisciplinary teams
User
experience
Multidisciplinary
teamsExperimentation
Artificial
intelligence
Collective
intelligence
23
You cannot break Conway’s Law
Organization Design
24
So work around it
Organization Design
25
Team up with machines
User
experience
Multidisciplinary
teamsExperimentation
Artificial
intelligence
Collective
intelligence
26
Machines can help with web metrics
© CC BY-SA 4.0
27
And now they can measure sentiment
28
Watson, tell me, how do people feel about technical
communication and Industry 4.0?
Or help you categorise content
29
Trust collective intelligence
User
experience
Multidisciplinary
teamsExperimentation
Artificial
intelligence
Collective
intelligence
30
Decision-making is for humans
Prism by Suidroot / CC BY 4.0
31
Experiment and iterate
User
experience
Multidisciplinary
teamsExperimentation
Artificial
intelligence
Collective
intelligence
32
Unpredictability means you must learn fast
33
You can only do this with intelligent content.
Embrace complexity
User
experience
Multidisciplinary
teamsExperimentation
Artificial
intelligence
Collective
intelligence
34
Explore further
35
Let user experience be your guiding star
36
And catch the Information 4.0 rainbow
37
cigarettesandsmile.tumblr.com
Over the rainbow: a strategy for ubiquitous content

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Over the rainbow: a strategy for ubiquitous content

Editor's Notes

  1. This will be enabled by technology: intelligent content, automated build solutions, etc.