Delight is the difference between what you and your team cost, and the revenue you directly (or indirectly) produce (or protect). This concept is as important to charities as hedge funds.
You may not think that “delighting” customers is part of your content creation responsibilities. But when customer delight is defined in terms of revenue and costs, it suddenly becomes a critical part of your job.
In lean management, a concrete head is someone resistant to change. In my years working on content strategy projects, I have noticed many people are resistant to changing how they develop and distribute content—sometimes without even knowing it.
Coauthored by Anna Schlegel (Senior Director, Globalization and Information Engineering, NetApp) and Sarah O’Keefe (President, Scriptorium Publishing)
The interest in customer experience presents an opportunity for enterprise content strategists. You can use the customer experience angle to finally get content proposals and issues into the discussion. Ultimately, the challenge is in execution—once you raise awareness of the importance of content synchronization, you are expected to deliver on your promises. You must figure out how to deliver information that fits smoothly into the entire customer experience. At a minimum, that requires combining information from multiple departmental silos.
Translating content for foreign markets can be an expensive and time-consuming endeavor. While it’s important to keep costs in check, the critical element to watch is quality. The only sure-fire way to ensure quality in translation is to build it into your source.
Content strategy is planning to use information to advance an organization’s goals. Your organization should have an enterprise content strategy that covers all customer-facing information, both persuasive content and informational content. Marketing content is generally persuasive, and technical content is generally informational.
In this webcast recording, Scriptorium’s Alan Pringle, Bill Swallow, and Gretyl Kinsey look at 2016 trends in content and content strategy. Sarah O’Keefe moderates.
One common roadblock to content strategy is a lack of funding. This post describes how to get budget, even in lean years (and recently, they have all been lean years!).
Let’s wrap up 2015 with a look back at popular posts from the year.
Scriptorium wishes you the best for 2016!
When you’re coming up with a metadata strategy for your content, you should start by developing a taxonomy, or a hierarchy used to organize metadata. A taxonomy will help shape your metadata strategy and make implementation of that strategy possible. In this follow-up post to Making metadata in DITA work for you, you’ll learn some tips for creating a taxonomy that will succeed in helping your audience—both internal and external—find what they need.
Content strategy implementations require substantial planning, coordination, and hard work. The effort involved in keeping planned work moving along can be difficult. Scope creep–discovering new requirements along the way–can potentially derail your entire effort if you’re not careful.
