So much waste, so little strategy: The reality of enterprise customer content
For your customers to effectively use your products and services, it’s critical that your enabling content is fully integrated across content types.
Author: Sarah O'Keefe
AI
Brand credibility
Business case/ROI
DITA
Industry insights
Personalization
Podcasts
Scalability
Structured content
Self-service content in the age of AI with Patrick Bosek
In episode 165 of The Content Strategy Experts Podcast, Sarah O’Keefe and guest Patrick Bosek of Heretto discuss how the role of customer self service is evolving in the age of AI.
I think that this comes back to the same thing that it came back to at every technological shift, which is more about being ready with your content than it is about having your content in the perfect format, system, set of technologies, or whatever it may be. The first thing that I think either of us will say, and a lot of people in the industry will tell you, is that you need to structure your content.
— Patrick Bosek
AI needs content operations, too (webinar)
In this episode of our Let’s talk ContentOps! webinar series, Scriptorium CEO Sarah O’Keefe and special guest Megan Gilhooly, Sr. Director Self-Help and Content Strategy at Reltio, explore how to successfully integrate AI into your content operations. They discuss how to use AI as a tool, how to create content that an AI can successfully consume, and how the role of the writer will shift in a GenAI world.
In this webinar, you’ll learn
- The role of content in training the AI
- How semantic content drives chatbots
- How AI may change the way you write
- How to adapt in a GenAI world
Competition against structured content
Companies want to hear that AI will automate all the things and therefore, it’s going to be So Easy. But unfortunately, we have the Iron Law of Life:
YOLO = GIGO
Building the business case for content operations (webinar)
Organizations are recognizing the need for a strategic approach to content creation, management, and distribution, but content operations require upfront and continued investment. In this episode of our Let’s Talk ContentOps! webinar series, Sarah O’Keefe and special guest Mark Kelley discuss how to build the business case for content operations.
In this webinar, you’ll learn
- Why you must understand the connection between the proximity of content ops to revenue
- How to position your business case for maximum success
- When to consider the role of generative AI when seeking funding for content ops
Our demands for enterprise content operations software (podcast)
In episode 161 of The Content Strategy Experts Podcast, Sarah O’Keefe and Alan Pringle share their ideal world for enterprise content operations software, including specific requests for how content management software needs to evolve.
SO: “When I envision this in the ideal universe, it seems that the most efficient way to solve this from a technical point of view would be to take the DITA standard, extend it out so that it is underlying these various systems, and then build up on top of that. I don’t really care. What I do care about is that I need, and our clients need, the ability to move technical content into learning content in an efficient way. And right now that is harder than it should be.”
AP: “Oh, entirely. And I would even argue it should go the other way, because there is stuff possibly on the training side that the people in the product content side need. So both sides need that ability.”
SO: Right, so give us seamless content sharing, please. Pretty please.”
The business case for content operations
This content was first published in Content Operations from Start to Scale: Perspectives from Industry Experts, Dr. Carlos Evia, editor; Virginia Tech Publishing.
We have an ingrained mental model of writers as introverted hermits, toiling away in solitude. Eventually, they produce manuscripts, which are fed into a publishing pipeline for editing and production. This model might hold for some fiction writers, but content production looks very different for marketing and technical efforts.
Content ops 2024 boom or bust? (webinar)
Scriptorium principals Sarah O’Keefe, Alan Pringle, and Bill Swallow have decades of experience in the content industry. In this webinar, they share their analysis of key content operations trends.
After watching, you’ll learn
- Three key trends in content operations
- The predicted impact of these trends in 2024
- How your organization should adapt
Design thinking & equity in design with guest Dee Lanier (podcast)
In episode 157 of The Content Strategy Experts Podcast, Sarah O’Keefe and special guest Dee Lanier discuss design thinking: what it is, what it isn’t, and obstacles and ideas for equity in design.
“Design thinking is not a model first. It is a mindset that incorporates a strong inquisitiveness. What’s happening here? Who are the people that are being affected by whatever problems that are happening here? And what don’t I know that I need to learn before proposing any solutions? That’s design thinking in a larger understanding.”
— Dee Lanier
ContentOps edited collection: Content operations from start to scale (podcast)
In episode 153 of The Content Strategy Experts Podcast, Sarah O’Keefe and special guest Dr. Carlos Evia of Virginia Tech discuss the upcoming book ContentOps Edited Collection: Content operations from start to scale. This is a free collection of insights from leading industry experts that will be available in October of 2023.
“This is going to be a free book. We are not going to become rich and famous with this book because we decided that we wanted to make the content in the book accessible for everybody who is interested in learning about content operations. It’s going to be published as an open-access book by Virginia Tech Publishing.”
— Dr. Carlos Evia
