Content as a business asset acrolinx webinar
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Transcript of Content as a business asset acrolinx webinar
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Content as a Business Asset
Photo credit: Rahel Anne Bailie
Copyright © 2016 Scroll LLP
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RAHEL ANNE BAILIE
Chief Knowledge Officer
Scroll (UK)
@ScrollUK
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• UK’s only full-service content company
• Provider of writers, editors, content designers
• Content strategy, content engineering, IA and taxonomy services
• Training for content professionals
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@ScrollUK@ScrollUK
CONTENT ECONOMY
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@ScrollUK
Economic evolution
• Agricultural
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@ScrollUK
Economic evolution
• Agricultural
• Industrial
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@ScrollUK
Economic evolution
• Agricultural
• Industrial
• Service
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@ScrollUK
Economic evolution
• Agricultural
• Industrial
• Service
• Knowledge
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@ScrollUK
Economic evolution
• Agricultural
• Industrial
• Service
• Knowledge
• Information
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@ScrollUK
Economic evolution
• Agricultural
• Industrial
• Service
• Knowledge
• Information
• Attention
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@ScrollUK
Economic evolution
• Agricultural
• Industrial
• Service
• Knowledge
• Information
• Attention
• Content
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@ScrollUK@ScrollUK
DEFINE CONTENT
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@ScrollUK
What is content?
<tags> </tags>
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@ScrollUK
Content is also…
• Potential information
• Human-usable, contextualised
data
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@ScrollUK
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@ScrollUK
Content is …
• Our new “front door”
• How visitors perceive our brand
• How people understand what to do
• How customers make decisions
• Our way to brand differentiation
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@ScrollUK
How useful is this site…
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@ScrollUK
…without content?
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@ScrollUK
If you couldn’t find what you wanted…
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@ScrollUK
…would technical elegance matter?
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@ScrollUK
Without the content…
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@ScrollUK
…does the design matter?
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@ScrollUK
Consumer responses are simple and immediate
“That’s lame”
“I can’t find it”
“Try another
site”“Already there”
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@ScrollUK
All of this is content
Web communications
Digital
strategy
Web refresh
projects
Brand
communications
Sales and
support
Social media
Marketing
campaigns
Development
and design
Advert flyers
CONTENT
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@ScrollUK
Implications
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@ScrollUK
Create customer experiences that work
User assistance content
Support content
Marketing content
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@ScrollUK
Create content that works
Content, like design, gets noticed when there’s a problem with it
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@ScrollUK
• Ancillary: TV plus tablet for social
• Sequential: Use PC, then mobile; or use
mobile, then finish on PC
• Simultaneous: Collaboration requiring
instant synchronization between devices
Omnichannel use
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@ScrollUK
Subsets and relationships
• New user experiences:
• Smaller screens as primary entry point
to the content
• Mobile commerce and banking
• Tablets as entertainment devices
• Replicated content on commercial
devices (in-store kiosks, medical device
displays, airport screens, etc)
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@ScrollUK
Subsets and relationships
• Market maturity:
• Market differences
• Social network penetration
• Mobile market
• Growth opportunities
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@ScrollUK
Subsets and relationships
• Cross-market content:
• Single language for many markets
• Localization and trans-creation
• Offering native languages in other markets
• Cross-border commerce incurs content needs
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@ScrollUK
Finding the sweet spot
Brand
TrustEfficiency
Customers want to deal with brands
they trustOrganisations want to present well, with operational efficiency
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@ScrollUK
Changing the game
Brand
Trust
Efficiency
X factor
X factors:“Do it my way.”“Let’s be cautious.”“Do something cool.”
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@ScrollUK@ScrollUK
VALUING YOUR
CONTENT ASSETS
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@ScrollUK
Calculate the value
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@ScrollUK
We know how to calculate value
On the Internal Rate of Return (IRR) side:• Extend scope of operations
• Manage risk and compliance
• Increase operational efficiencies
On the Return on Investment (ROI) side:• Build brand loyalty
• More engagement
• Better user experience
• Personalised content
• Increase revenue
• Improve findability
• Optimise quality
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@ScrollUK
Meaningful metrics
• HP reports that 90% of products are sold on the basis of
content alone
• A search for “Sony Braviax” shows “manual” as the top
search result
• “We found that people are looking at them before they
decide to buy.” – Sales exec, CMS Vendor
• “What is effective with management is seeing how when
the content supporting the product isn’t up to snuff, it
means lost sales.” – Global services provider
• “We live and die by content findability.” – Marketing exec,
global distributor
@rahelab
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@ScrollUK
Los Angeles Department of Water & Power
@rahelab
“The company evaluated its call center volume and found that 25 to 35% of the four million calls received a year were from customers who did not understand their monthly bills. Using the rule of thumb that a call center inquiry costs $5 to $50 per call, you can easily calculate the costs associated with this issue.”Source: http://www.contentmarketinginstitute.com/2011/04/content-marketing-data/
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@ScrollUK
California Consumer Electronics
@rahelab
Returned products due to failure to understand operations: over $1 billion annually. (reported a decade ago)
(Bonni Graham Gonzalez, Manual Labour Inc)
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@ScrollUK
Malaspina Labs
@rahelab
(Founder, Malaspina Labs)
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@ScrollUK
Software Vendors
“We’re getting our docs in order because we
found that people are looking at them before
they decide to buy.” (Sales exec, tiny CMS vendor)
“Never mind justifying savings due to process.
What is effective with management is seeing
how when the content supporting the product
isn’t up to snuff, it means lost sales.”(Practice lead, gigantic multinational technology and consulting firm)
@rahelab
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@ScrollUK
Manage your assets
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@ScrollUK
Content deserves good management
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@ScrollUK
Content Lifecycle
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@ScrollUK
A tactic is not a strategy
• The analysis and prescription is the strategy
• The rest of the work is operationalisation and
implementation
• The earlier in the lifecycle you can get involved,
the easier it is to effect change
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@ScrollUK
Strategy in a multichannel environment
Product lifecycle
Customer lifecycle
Content lifecycle
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@ScrollUK@ScrollUK
OK, GOT IT.
NOW WHAT?
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@ScrollUK
Think “Content First”
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@ScrollUK
Understand your requirements
Customer lifecycle questions:
• What content does the audience need at each phase during their customer journeys?
Product lifecycle questions:
• What content does the audience need at each phase of the product lifecycle to feel enough trust to proceed?
Content lifecycle questions:
• How do you acquire, manage, configure, and publishthe content so it reaches the right person at the right time during their customer journeys?
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@ScrollUK
Know your content touch points
• Throughout the customer journey
• Multiple variables for various market conditions,
product lines, and so on
• Multiple outputs for different devices and
platforms
• Localisation, which is becoming more complex
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@ScrollUK
Align your content quality
Align your brand:
• Consistent tone and voice
• Localised for your audiences and markets
• Connect all content types
Curate your content:
• Recombine content to create new contexts
• Promote comprehension
• Make knowledge out of information
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@ScrollUK
Know Your Tech
There continue to be too many people who know nothing about technology who are tasked with making huge decisions that involve technology.
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@ScrollUK
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@ScrollUK
The power is under the hood
Source content
User experience
Content variation
Formatting variation
Interaction variation
Business requirements
Content planning
Publishing pipeline
@rahelab
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@ScrollUK
Technical side of content
For content to be able to:
• Converge (show content from multiple sources)
• Integrate (embed data into content)
• Syndicate (send content out on demand)
Content must be (on the technical side):
• Standards-based (eg XML for repurposing)
• Well-formed (using predictable schema)
• Semantically structured (for automated delivery)
• Have rich metadata (for search, filtering)
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@ScrollUK
So you can go from…
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@ScrollUK
( = international roaming)
( = SIM card)
…a content jumble…
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@ScrollUK
…to an integrated user experience
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@ScrollUK
So you can get content
• From the right sources
• On the right platform
• To the right audience
• At the right moment
• Through the right channels
• In the right formats
• In the right versions
• In the right languages
• In the right media
• At the right time
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@ScrollUK
Content strategy needs you to…
Get inspired
Get informed
Get involved
Get together
Get content
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Concepts covered in these books
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@ScrollUK
www.scroll.co.uk
Twitter: @ScrollUK / @rahelab
By telephone:
UK +44 (0)20 3318 1828 (office)
UK +44 (0)7869 643 685 (mobile)
Speaking and workshops:
bailie.com
SCROLLLondon, UK
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