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HOW TO DO CONTENT STRATEGYIA Summit 2011#CSIAS11http://bit.ly/csias11
Hi!I’m Karen McGrane
from Bond Art + Science@karenmcgrane
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Could have done with less discussion on content strategy.
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what about
the art?
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when do we see the art?
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WHERE IS THE ART?
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DISASTER STRIKES!
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YOU WOULDN’T BUILDA GALLERY THIS WAY.
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WHY WOULD YOU BUILD A WEBSITE THIS WAY?
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TWO BIG PROBLEMS
“Organizations invest tremendous resources on developing the framework for a great user experience — fabulous design, robust content management infrastructure.
Yet when it comes to the content itself, there's often a gap.
The end result is that the value proposition for customers can't be delivered because the content is insufficient, inadequate, and inappropriate.
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— RAHEL BAILIE
We pretty much know what we want to say.
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Our marketing intern is handling the content.
Kristina Halvorson, Brain Traffic
Copywriting just isn’t that big of a deal.
We can figure the content out later.
We already have most of the content.
29Melissa Rach, Brain Traffic
29Melissa Rach, Brain Traffic
Here be dragons
29Melissa Rach, Brain Traffic
Here be dragons
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1.11 Features Detail 4 of 9
Codename Logo About Us Sign UpBrowse Our Sites Login SupportFeatures
Feature NameDuis autem vel eum iriure dolor in hendrerit in vulputate velit esse molestie consequat, vel illum dolore eu feugiat nulla facilisis at vero eros et accumsan et iusto odio dignissim qui blandit praesent luptatum zzril delenit augue duis dolore.
Find out more about:Feature Name | Feature Name | Feature Name | Feature Name | Feature Name | Feature Name
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Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat. Ut wisi enim ad.
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat. Ut wisi enim ad.
Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat. Ut wisi enim ad.
CONTENT STRATEGY DESERVES PROCESS TOO.
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WARNINGS + DISCLAIMERS
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NO SOUP FOR YOU!
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JOB TITLE PROJECT ACTIVITIES DISCIPLINE
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≠≠
JOB TITLE PROJECT ACTIVITIES DISCIPLINE
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≠≠
THE MAP IS NOT THE TERRITORY
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37Dubberly Design Office, How Do You Design?
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DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
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DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
IMAGINE
ENVISION
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DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
IMAGINE
ENVISION
DEBRIEF
LAUNCH
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DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
DISCOVER
ENGAGE IMAGINE
ENVISION
DEBRIEF
LAUNCH
37
DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
DISCOVER
ENGAGE ENHANCE
MAINTAIN
IMAGINE
ENVISION
DEBRIEF
LAUNCH
37
DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
DISCOVER
ENGAGE ENHANCE
MAINTAIN
PLANANALYZE
IMAGINE
ENVISION
DEBRIEF
LAUNCH
37
DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
DISCOVER
ENGAGE ENHANCE
MAINTAIN
EVALUATETESTPLAN
ANALYZE
IMAGINE
ENVISION
DEBRIEF
LAUNCH
37
DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
DISCOVER
ENGAGE ENHANCE
MAINTAIN
EVALUATETEST
INCEPTION ELABORATION CONSTRUCTION TRANSITION
PLANANALYZE
IMAGINE
ENVISION
DEBRIEF
LAUNCH
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DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
DISCOVER
ENGAGE ENHANCE
MAINTAIN
EVALUATETEST
INCEPTION ELABORATION CONSTRUCTION TRANSITION
PLANANALYZE
IMAGINE
ENVISION
DEBRIEF
LAUNCH
CONTENT?
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DEFINE DESIGN DEVELOP DEPLOY
Dubberly Design Office, How Do You Design?
DISCOVER
ENGAGE ENHANCE
MAINTAIN
EVALUATETEST
INCEPTION ELABORATION CONSTRUCTION TRANSITION
PLANANALYZE
IMAGINE
ENVISION
DEBRIEF
LAUNCH
CONTENT!
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STRATEGY
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• What are my business objectives?• What do my users want to do?• What does my brand stand for?
STRATEGY
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• What are my business objectives?• What do my users want to do?• What does my brand stand for?
DESIGN
STRATEGY
• How will users interact with it?• How will it be structured?• What will it look like?
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• What are my business objectives?• What do my users want to do?• What does my brand stand for?
DESIGN
TECHNOLOGY
STRATEGY
• How will we build it?• Who will maintain it?
• How will users interact with it?• How will it be structured?• What will it look like?
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• What are my business objectives?• What do my users want to do?• What does my brand stand for?
DESIGN CONTENT
TECHNOLOGY
STRATEGY
• How will we build it?• Who will maintain it?
• How will users interact with it?• How will it be structured?• What will it look like?
• What do we want to say?• Where will we get the content?• Who will maintain it?
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THE CONTENT STRATEGY PROCESS
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THE CONTENT STRATEGY PROCESS
PLAN
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THE CONTENT STRATEGY PROCESS
ANALYZEPLAN
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THE CONTENT STRATEGY PROCESS
CREATEANALYZEPLAN
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THE CONTENT STRATEGY PROCESS
GOVERNCREATEANALYZEPLAN
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GOVERNCREATEANALYZEPLAN GOVERNCREATEANALYZEPLAN
DEFINE DEPLOYDEVELOPDESIGN
RESEARCH + TESTING
AGENDA
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MODULE 1: PLANNINGExercise 1: User Needs and Business Goals 9:30–10:30
Break 10:30–11:00
MODULE 2: ANALYSISExercise 2a: Content Inventory 11:00–12:00
Lunch 12:00–1:00MODULE 2: ANALYSIS (continued)Exercise 2b: Content AuditMODULE 3: CREATIONExercise 3: Messaging and Content Annotations
1:00–3:30
Break 3:30–4:00
MODULE 4: RESEARCH + TESTINGExercise 4: User Interviews 4:00–5:00
PLAN:USER NEEDS AND BUSINESS GOALSModule 1
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PROJECT ACTIVITIES CONTENT STRATEGY ACTIVITIES
_Business Strategy
_Brand Strategy
_Personas + Scenarios
_Competitive Analysis
_Web Analytics
_Technical Assessment
_Creative/UX Brief
Content strategy can contribute to all of these activities.
PLANPLAN
DEFINE DEPLOYDEVELOPDESIGN
BUSINESS STRATEGY
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_Content strategy isn’t about creating content “just because you can.”
_It’s about aligning a publishing model with business goals.
_Understanding how content aligns with business goals is the “strategy” part of content strategy.
ENGAGEMENT COMPETENCY
ALIGNMENT How do we create value?
Who are our constituents?
What business are we in?
Marigo Raftopoulous, Business Strategy Fundamentals
BRAND STRATEGY
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POSITIONING
VISION
MISSION
Content strategy ensures that brand strategy carries through to:_Messaging_Tone of voice_Content creation_Content style guide
PERSONAS + SCENARIOS
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_Personas document the user’s information needs.
_Content strategy goes “the last mile” to make sure we actually deliver that information.
Steve Mulder and Ziv Yaar,The User is Always Right
PERSONAS + SCENARIOS
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_Personas document the user’s information needs.
_Content strategy goes “the last mile” to make sure we actually deliver that information.
Steve Mulder and Ziv Yaar,The User is Always Right
Learn more about the home-buying process, including jargon, realtors, mortgages, insurance, and how to evaluate houses.
COMPETITIVE ANALYSIS
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Competitive audits tend to answer the following:_What features do our competitors offer?
_How are their sites architected and designed?
Content strategy can answer:_What messages do they communicate?
_How does the content deliver value?
WEB ANALYTICS
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Use analytics data to inform:_Content inventories_Content auditsSearch engine data is quite useful in developing:_Naming/Labeling systems_SEO-friendly content
TECH ASSESSMENT
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_CMS evaluations in particular tend to focus on features and technical architecture.
_Content strategy looks at the CMS like a user, evaluating interfaces and task flow.
cmsmatrix.org
CREATIVE/UX BRIEF
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The brief summarizes the project inputs and defines the “vision” for the site.Be sure content is reflected:_How content helps meet business goals and user needs
_How tone of voice and messaging supports brand strategy
_Who will own and maintain content
BBHvia The Planning Lab
EXERCISE 1A: USER NEEDS_Review the sample user persona and scenario on Page 3 of your handout.
_Write down a list of user needs on the worksheet on Page 2._What does this user need or expect to find when he does his research?
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EXERCISE 1B: BUSINESS GOALS_Review the sample case study on Page 5 of your handout._Write down a list of business goals on the worksheet on Page 4._What does this company expect to achieve by putting information on the web?
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AGENDA
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MODULE 1: PLANNINGExercise 1: User Needs and Business Goals 9:30–10:30
Break 10:30–11:00
MODULE 2: ANALYSISExercise 2a: Content Inventory 11:00–12:00
Lunch 12:00–1:00MODULE 2: ANALYSIS (continued)Exercise 2b: Content AuditMODULE 3: CREATIONExercise 3: Messaging and Content Annotations
1:00–3:30
Break 3:30–4:00
MODULE 4: RESEARCH + TESTINGExercise 4: User Interviews 4:00–5:00
ANALYZE:CONTENT INVENTORY AND AUDITModule 2
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PROJECT ACTIVITIES CONTENT STRATEGY ACTIVITIES
_Requirements _Content inventory
_Page inventory _Content audit
_Sitemap _Gap analysis
_Data model _Sourcing plan
ANALYZEPLAN ANALYZEPLAN
DEFINE DEVELOPDESIGN
CONTENT COMES FIRST!
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_Content inventory informs the page inventory and sitemap
_Content gap analysis and sourcing plan are analogous to the functional requirements
GIANT SPREADSHEET FTW!
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Separate activities, evolving document:_Content inventory: Quantitative list of all the content on the site
_Content audit: Subjective assessment of quality
_Gap analysis: What’s missing that you need?
_Sourcing plan: Who, how and where you’re going to get new content
CONTENT INVENTORYWHAT CONTENT DO YOU HAVE?
Look at (all) the pages of the siteMake choices about what content to evaluate:_How deep do you need to go?_How do you ensure you see examples of all the different content types?_What are common pathways that users are likely to take?_Can you find content that has been lost or hidden?Assume this will be a living document you use throughout your process
EXERCISE 2A: CONTENT INVENTORY_Go to http://www.cisco.com/_Inventory the content related to business collaboration and videoconferencing
_Make choices about what to evaluate and how to document it_A sample spreadsheet has been provided to get you started
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EXERCISE 2A:WRAP-UPWhy do a content inventory? When is it useful?_To understand the story the site is trying to tell_To get a sense of the range of pages that need to be designed_To determine the range of content types the site will support_To decide what content to eliminate or migrateWhen is a content inventory unnecessary? Why not do this?_You can learn 80% of what you need to know by sampling representative content
_When the site is too large for a full inventory_Consider automated tools to index the site
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AUTOMATED INVENTORIESUse tools to gather information_Power Mapper _SiteOrbiter (for Macs)_HTTrack (For PCs)Get help from the CMS team_Output data or metadata from the CMS
Benefits of Automated Tools_When you just need a page count_Helps find “lost” pages_Useful when scanning thousands of similar pages (products, articles)
Limitations of Automated Tools_May only index to a certain depth_Results may not be organized in a meaningful way
_You don’t get firsthand insights about the content
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AGENDA
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MODULE 1: PLANNINGExercise 1: User Needs and Business Goals 9:30–10:30
Break 10:30–11:00
MODULE 2: ANALYSISExercise 2a: Content Inventory 11:00–12:00
Lunch 12:00–1:00MODULE 2: ANALYSIS (continued)Exercise 2b: Content AuditMODULE 3: CREATIONExercise 3: Messaging and Content Annotations
1:00–3:00
Break 3:00–3:30
MODULE 4: RESEARCH + TESTINGExercise 4: User Interviews 3:30–5:00
CONTENT QUALITYHOW GOOD IS THE CONTENT?Ask yourself:_Do you have all the content that needs to be there?_Is the content up-to-date? Are the examples presented fresh? _Is it communicating clearly?_Is the content relevant to its intended audience?_Is the tone and style appropriate for your goals and reader? Is it appropriate for your brand?
_Is it meeting your business needs?There is no overall definition of content quality—only quality within your business and user context.
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EXERCISE 2B:CONTENT AUDIT_Working off the inventory you just completed, assess the quality of this content
_Make decisions about how to assess “quality.” What evaluation criteria will you use?
_How will you document your findings? What columns would you add to your spreadsheet?
_How will you persuade your stakeholders that your findings are valid?
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EXERCISE 2B:WRAP-UPWhy do this?_To determine what content needs to be eliminated or updated_To evaluate if content is meeting business and user needs_To establish an editorial calendar and messaging strategy_To create a sustainable content strategy that can be supported by your staff
_To set guidelines for tone and style
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AGENDA
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MODULE 1: PLANNINGExercise 1: User Needs and Business Goals 9:30–10:30
Break 10:30–11:00
MODULE 2: ANALYSISExercise 2a: Content Inventory 11:00–12:00
Lunch 12:00–1:00MODULE 2: ANALYSIS (continued)Exercise 2b: Content AuditMODULE 3: CREATIONExercise 3: Messaging and Content Annotations
1:00–3:30
Break 3:30–4:00
MODULE 4: RESEARCH + TESTINGExercise 4: User Interviews 4:00–5:00
CREATE: MESSAGING AND CONTENT ANNOTATIONSModule 3
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PROJECT ACTIVITIES CONTENT STRATEGY ACTIVITIES
_Schematics _Messaging architecture
_Wireframes _Content annotations
_Task flows _Naming/Labeling
_Moodboards _Taxonomy
_Design comps _Metadata framework
_Prototype _SEO framework
_Annotations/Specs _Copy Deck/Workbook
CREATEANALYZEPLAN CREATEANALYZEPLAN
DEFINE DEPLOYDEVELOPDESIGN
SCHEMATICS + WIREFRAMES
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Content strategy partners with information architecture to answer:_Where will we get all the content to fill each region of the page?
_Who will provide and maintain that content?
_How will “related” items be associated?
_What happens if we have more or less content for a given section?
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TASK FLOWS
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Interaction design or business analysts typically map out transaction flowsContent strategy may need to document and track different conditional messages, for example:_Create password vs. Forgot password
_Add vs Edit Same functionality, but different messaging!
3.1.1Ask Widget Registration
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C. Ask - Facebook
1.3.x or 1.4.xFriends Widget
B. Friends - TurnTo
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Registration with CAPTCHA
3.1.1Ask Widget Registration
Overlay
Email Authenticate
D. Ask - TurnTo
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E. Answer - Facebook
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3.6.1.BMember Header
Manage Purchases
If past purchases found
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3.1.2.DQuestion Not Sent Overlay
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IF NEEDED 3.1.2.D
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IF NEEDED 3.2.4.D
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MOODBOARDS + DESIGN COMPS
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_Moodboards offer a good opportunity for collaboration around visual identity and tone of voice.
_Content strategy should ensure designers are working with “real content.”
_Another opportunity to work through best/worst case scenarios for content sizing.
_Both content and design contribute to style guide
PROTOTYPINGInteraction prototypes_Evaluate the designs with real content, or a representative sample of real content.
_Evaluate where the designs might break or places where the content dump is not aligned.
Prototypes for testing_Selecting the right subset of content to test is one of the most important (and time consuming) aspects of prototype testing.
_Content strategy should work closely with the user researcher to plan the test script so the study is an accurate representation of the experience.
_Plan enough time to actually get the content into the prototype.
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ANNOTATIONS +SPECS
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You can annotate content with more than just “text“ and “dynamic.”
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PROJECT ACTIVITIES CONTENT STRATEGY ACTIVITIES
_Schematics _Messaging architecture
_Wireframes _Content annotations
_Task flows _Naming/Labeling
_Moodboards _Taxonomy
_Design comps _Metadata framework
_Prototype _SEO framework
_Annotations/Specs _Copy Deck/Workbook
CREATEANALYZEPLAN CREATEANALYZEPLAN
DEFINE DEPLOYDEVELOPDESIGN
MESSAGING ARCHITECTURE
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CALL TO ACTION
MESSAGING ARCHITECTURE
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PRIMARY MESSAGE
CALL TO ACTION
MESSAGING ARCHITECTURE
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SECONDARYMESSAGES
PRIMARY MESSAGE
CALL TO ACTION
MESSAGING ARCHITECTURE
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SECONDARYMESSAGES
PRIMARY MESSAGE
What next?CALL TO ACTION
MESSAGING ARCHITECTURE
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SECONDARYMESSAGES
What?Why?
PRIMARY MESSAGE
What next?CALL TO ACTION
MESSAGING ARCHITECTURE
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Who?How?
When?How much?
SECONDARYMESSAGES
What?Why?
PRIMARY MESSAGE
What next?CALL TO ACTION
MESSAGING ARCHITECTURE
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EXERCISE 3A: MESSAGING ARCHITECTUREBased on your understanding of business goals and user needs, what should Cisco say about its business collaboration products?
Using the worksheet on Page 9 of your handout, develop the following:_Primary message: Should capture the essence of “what” and “why”_Secondary messages: Provide supporting information and context, answering questions like “who” and “how” and “when” and “how much”
_Call to action: What change should happen in the user’s mind based on seeing this information? (Hint: this probably isn’t “Buy Now!”)
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EXERCISE 3B:CONTENT ANNOTATIONSLook at the wireframes on Pages 11–13 of your handout.
These depict the following templates from Cisco.com:_Solutions Landing Page_Product Landing Page_Product Page
Provide direction to a copywriter about how to communicate your primary and secondary messages.
If you’ve ever written annotations for wireframes, you might think of these as annotation for content rather than interaction.
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PROJECT ACTIVITIES CONTENT STRATEGY ACTIVITIES
_Schematics _Messaging architecture
_Wireframes _Content annotations
_Task flows _Naming/Labeling
_Moodboards _Taxonomy
_Design comps _Metadata framework
_Prototype _SEO framework
_Annotations/Specs _Copy Deck/Workbook
CREATEANALYZEPLAN CREATEANALYZEPLAN
DEFINE DEPLOYDEVELOPDESIGN
NAMING/LABELING
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Content strategy presents multiple options for site nomenclature:_Navigation system_Buttons + Links _HeadingsIn some cases the labeling discussion will change the overall architecture
TAXONOMY + METADATA + SEO
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_Strong arguments for considering these deliverables as part of content strategy
_May also be managed by information architecture or SEO experts; definitely need content participation
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_Content strategists aren’t necessarily copywriters — any more than interaction designers are developers
_Content strategists do provide the tools that copywriters use to create content
_Content annotations can be used to support a copy deck (in Word) or a workbook (in Excel)
COPY DECK /WORKBOOK
AGENDA
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MODULE 1: PLANNINGExercise 1: User Needs and Business Goals 9:30–10:30
Break 10:30–11:00
MODULE 2: ANALYSISExercise 2a: Content Inventory 11:00–12:00
Lunch 12:00–1:00MODULE 2: ANALYSIS (continued)Exercise 2b: Content AuditMODULE 3: CREATIONExercise 3: Messaging and Content Annotations
1:00–3:30
Break 3:30–4:00
MODULE 4: RESEARCH + TESTINGExercise 4: User Interviews 4:00–5:00
RESEARCH + TESTING: USER INTERVIEWSModule 4
84
GOVERNCREATEANALYZEPLAN GOVERNCREATEANALYZEPLAN
DEFINE DEPLOYDEVELOPDESIGN
RESEARCH + TESTING
USER RESEARCH
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_Research and testing take a variety of forms (too many to cover here)
_One of the most basic and useful is a listening or “think aloud” protocol
_It can be used for initial research or for testing throughout the process
EXERCISE 4: USER INTERVIEWSWorking in pairs, select one person to be the participant and one to act as moderator.
If you’re the participant:_Pretend you’re Anthony, the IT Director persona._You’ll be working off the whitepaper starting on Page 15.
If you’re the moderator:_Work from the moderator guide on Page 18._It may help you to quickly read through the whitepaper before you start.
86
DEBRIEF AND FINDINGSIn a more formal test environment, it’s likely that you would record the interview for later review, and perhaps have a note-taker sit in on the session.During your debrief, you might notice that participants:_Used headings and subheadings to predict what the document would say_Monitored their own comprehension, noticing where they got confused_Read ahead to try and clear up their confusion_Made analogies to other topics to try and explain unfamiliar material_Create images or mental models of the topic or task
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GOVERNANCE:A FEW NOTES
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PROJECT ACTIVITIES CONTENT STRATEGY ACTIVITIES
_Front-end development _Governance model
_Back-end development _Editorial calendar
_QA Testing _Style guide
_Beta Testing _Maintenance plan:
_Design comps • Analytics/SEO review
_Launch • Taxonomy review
_Post-launch review • Ongoing testing
GOVERNCREATEANALYZEPLAN GOVERNCREATEANALYZEPLAN
DEFINE DEPLOYDEVELOPDESIGN
GOVERNANCEMODEL
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Plan for “Day 2” with a governance model that outlines:_Is content ownership centralized or decentralized?
_Who owns “core” content?_What’s the approval process? How do you deal with bottlenecks or absences?
_Who can authorize changes to templates? To workflows?
Randy WoodsDefining a Model for Content Governance
EDITORIAL CALENDAR
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If you’re going think like a publisher, then you need an editorial calendar.Develop a plan for:_Content focus for each day, week, or month
_Strategies for social publishing
_Advertising targets, if appropriate
editflow.org
STYLE GUIDE
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Make it usableOne page. Or a simple wiki.
Demonstrate your voice Show what you mean. Avoid vague descriptors like “authentic” or “friendly.”
Don’t reinvent the wheel Use existing style guides for common grammar issues.Put someone in charge That style guide isn't going to update itself.
MAINTENANCEPLAN
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Old content doesn’t just fade away — it must die. Set a schedule to review:_Analytics data to evaluate engagement (by segment)
_SEO data so you don’t spill your Google juice
_User-generated tags to add to taxonomy or prune
_Need for user testing to confirm findings
Plan for a peaceful afterlife.
GREAT CONTENT DOESN’T JUST HAPPEN.
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IT NEEDS ATTENTION THROUGHOUT THE PROJECT.
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Thanks!@karenmcgrane
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