What’s the best way to minimize conflict when developing and implementing a new content strategy?
Keep everyone focused on the big picture:
Conflict is inevitable, especially the unproductive kind. When people take their eyes off the bigger picture and focus narrowly on their own needs and views, conflict fills the gap. People who put aside their preferences, styles, assumptions, inflexibility and selfishness are seen as part of the solution.
On content strategy projects, I’ve often seen personal preferences affect the evaluation of tools and processes. Employees understandably get very attached to tools when they master them. That mastery, however, creates a tendency to view all other tools through the prism of the incumbent technology: the dreaded “tool myopia” described in Content Strategy 101.
Another common pattern is shifting the burdens of inefficient processes to other departments: “As long as I get my stuff done, I don’t care about how my department’s inefficiency affects you.”
Both of these content strategy showstoppers require all parties to focus on the big-picture business requirements. Upper management also needs to be very clear that supporting those goals is mandatory. Do the current tools and processes bolster business goals such as shorter time to market, the breakdown of content silos, or more efficient localization? If not, the new content strategy must address the deficiencies with new tools and processes.
Couple the implementation of those new tools and processes with thorough training and good communication, and you’ll reduce conflict and align your content strategy with the big picture.
P.S. I’ve yet to see “support each employee’s personal preferences” as a company’s big-picture goal. If such a business existed, I’m sure we’d all want to go to there (to paraphrase 30 Rock‘s Liz Lemon):