The Rise and Rise of Content Junk

The amount content we produced in 2011 alone exceeded the content created in all previous years combined. ALL previous years combined! We more than doubled the size of our digital content universe.

That wouldn’t be such a bad thing if all that content could get everywhere it needed to be today.  It can’t. Instead, it’s trapped in the applications (CMS, DAM,Word) and/or channels (e.g. Web, Email) that created it.  This is not a sustainable business model for many companies that create and publish content to better engage with their customers.

It’s stupid, costly and uncompetitive to create great content and not invest the time and effort to make it structured and meaningful. To make it future friendly. And yet the rate of growth for digital content continues to rise exponentially, more than doubling every couple of years.  It’s time to stop creating more content (junk) and start making content work more.

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Taxonomy, Metadata and Search at Confab 2012

Notes on Seth Earley’s Confab 2012 Workshop on Taxonomy, Metadata and Search: Put Your Content to Work:

  • It’s okay to have more than one taxonomy.
  • Taxonomy is NOT the same as navigation.
  • You want to create multiple navigation structures from a taxonomy and prevent people from creating multiple taxonomies for navigational purposes.
  • Taxonomies are the organising principles behind metadata and the values that populate metadata fields.
  • Not all classifications are taxonomies.
  • You need clear rules for when the business will own metadata vs when technology will own metadata.
  • Use metadata to drive our content models.
  • Always tag by id and never by term, so that you can change terms without impacting the taxonomy.
  • Need to sell business value of taxonomy to business users.
  • You cannot have a single standard for metadata that will cover all types of content for the Internet of Things.  Embrace that and move on.
  • You have to provide context to concepts to make them meaningful, which makes it difficult to beg, borrow and steal taxonomies from one business and apply it verbatim within your own.
  • What seems like a taxonomy at first, may become a process.
  • Information metabolism is about enabling the business to make information decisions faster.  You need frameworks in place for improving an organisation’s information metabolism.  Example given of Motorola going form 4 weeks to 24 hours.
  • Understanding the different paces of change within your organisation clarifies a lot. You need adaptability in fast moving layers and stability in slow moving ones. Pace-Layering.
  • You must pay attention to the clock speed of your process (e.g. web content (medium), e-commerce(very fast), intranet dev(slow))
  • You need a universal remote control system for taxonomy.  Each application has a remote for their system, a way to implement taxonomies, but there are not universal.  They only pretend to be.
  • Metaphor around moving house was valuable.  So when migrating content, you need to touch it and see where it adds values, instead of  just moving it.
  • Every business case has ancillary benefits, that are harder to quantify.  Stay focussed.  Baseline, benchmark, and have a clear understanding of what value your intervention brings.
  • Be clear on the relationship between maturity and capabilities, and where you as an organisation are on that journey.  Then map your process requirements within the context of known capability gaps and seek to plug them and/or address them later. Use taxonomies in different ways depending upon your maturity.
  • Always build capabilities on solid foundations.  Invest in change management because whilst some folks gradually evolve with you, others have been forced into that change, so build capabilities with this in mind.
  • Don’t ask data architects for taxonomies.  Ask for reference data.  That’s what you really want.
  • When doing taxonomy, you must be thinking about search and SEO.
  • Searchers search ambiguously.  We need to help them disambiguate their queries by giving them values.  Values derived from taxonomies.
  • Beware what happens when you fix search, you find out that your content sucks.
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Simple Site for Authors

This entry is part 2 of 2 in the series CMS Build Project Paths

An on-going challenge for CMS build projects is that they are pre-dominantly design led with the primary focus set on publishing content. With less attention paid to users in content producing roles, editorial needs are rarely catered.  The new solution goes live and “The CMS” quickly becomes a dirty word because it has not been deployed to effectively create, understand and manage content.  Sound familiar?

Content producers do a lot of things – Create content, Find content, Re-use content, Value content, Review content, Tag content. The CMS also pulls its weight with content: storing, indexing, auto tagging, displaying, recommending, publishing and workflow. This requires us to think really hard about how we intelligently structure content. And that’s where the battle is waged today for both time and effort to do editorial thinking on CMS build projects.

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CMS Build Project Paths

This entry is part 1 of 2 in the series CMS Build Project Paths

The importance of digital content to an organisation is growing year on year. At all levels, we’re hearing people asking for better ways to manage their content. Not as fast as we hoped, but this has led to advances in the way content management projects are run. The reality is that the success of content management projects depends heavily upon a company’s digital and content maturity, and the degree to which they are amenable to organisational change within that project’s timeframe. As an expert, consultant and/or supplier brought in to help deliver a content management project, the chosen build path is somewhat pre-determined.

This post is the first in a series short posts that looks at some of the common build paths content management projects take when delivering web sites. Not every project is the same but they do tend to follow a set of common delivery patterns. Let’s start at the beginning with the simple site.

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Back Home

So, after a couple of years of writing for other blogs, which I will continue to do in earnest here and here, I’m coming back home.  No major changes. It will continue to be about the stuff I feel most passionate about:  digital contenttechnology and productivity.

Why? Because I love writing.  I’m not great at it and I’m okay with that.  But it’s the most effective way for me to structure and prioritise my ideas. Seriously people, I have far too many of the buggers.  Also, writing keeps you honest and engaged with others. If you think you know something,write about it.  Writing is a surefire way of finding those pesky gaps in your knowledge that others, often very much smarter than you are, will help you plug.

Looking forward to 2012.

 

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What happened in 2011?

This year has been a little bit crazy. It’s mid November and I’ve called time on 2011. I need to slow down on the conference and seminar scene and try to digest some of the amazing things I’ve learnt listening, reading and watching great people in action.

It’s amazing to see different schools of thoughts appearing in content strategy, clients figuring out what mobile means for them, brand managers trying centralise and re-use digital assets, content producers proactively seeking better authoring experiences to make campaign management low(er) effort, and companies becoming more like publishers online. Times are definitely changing.

However, the real 2011 eye opener for me is that fact that consumers are digitally smarter than the companies trying to engage with them. I mean way ahead.

Meet Tom. He’s a 6th grade mobile app developer. He’s smarter than you and I, and his TED talk video has gone viral. So when trying to engage with folks like Tom online, the digital savvy consumer, to convince him we’re worthy of his time and (soon to be countless) digital dollars, companies are continually being caught with their pants down. Failing to understand social media. Delivering sub-standard customer experiences. Creating disconnected and impersonal user journeys. Exhibiting poor listening skills. The fact is you can’t hide from these digital disasters online. But when the likes of Dell, Burberry and John Lewis, to name a few, demonstrate that they are stepping up to the challenge, 2012 can’t come fast enough.

Consumers have definitely raised the experience bar and they expect all companies they do business with to get with the programme.
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technology and content folks are still disconnected

csforum11-badgeLast week at the Content Strategy Forum 2011 in London I gave a presentation on The Strategist and the Executioner. It was my first outing at a content strategy conference. I met some very smart people and got some great “in the corridor” insights from seasoned content strategists. I learnt lots.

I also found that content folks (strategists) and technologists (executioners) are still somewhat disconnected. The resulting gap has seemingly become an acceptable place to commit car crash content projects with all the usual excuses/finger pointing from both camps. We’re in a bit of a mess. However, my newcorridor content friends were acutely aware of these problem(s) and were full of ideas on how we can clean up the mess. However, as a group we seem to be failing to effectively execute on even the basic ideas. And so the CMS remains the problem of executioners and content the problem of strategists. We need to fix this!

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What do content strategists do?

It’s a question being asked a lot these days.  By clients, the industry, fellow colleagues, creatives, technologists; the list goes on. So in June I attended an EConsultancy course on Digital Content Strategy delivered by Catherine Toole, CEO of Sticky Content to find out from a seasoned content strategist.  It was a great one-day overview that provoked a lot of lively discussion.  Then I got the slide that listed just some of the things a content strategist does.  Take a look:

brand strategy
messaging strategy
competitor content audit
format development
tone of voice
content style guide
copy deck
idea generation
editorial calendar
editorial strategy
SEO/PPC strategy
language guidelines
message map
content production schedule
terms of use
page tables
content licensing
sitemap
style guide
taxonomy
content approval workflow
migration strategy
content analysis
content audit
content inventory
content assessment
content gap analysis
content model
editorial workflow
content types
quality assurance tools
metadata strategy
cms architecture
content migration plan
metadata framework

 
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Online CXM Solutions – CMS In The Middle

A recently published Forrester Wave report on Web Content Management for Online Customer Experience evaluates the strengths and weaknesses of some of the leading WCM vendors, observing that:

  1. The WCM market is growing rapidly to accommodate Customer Experience Management needs (CXM).
  2. The most effective way to do this is for WCM to integrate with a large array of CXM technologies.

What is an Online CXM Solution?

online-cxm-solutions

A set of solutions that enable the management and delivery of dynamic, targeted, consistent content, offers, products, and services interactions across digitally enabled consumer touchpoints – Forrester Wave

WCM, Analytics and Commerce are converging. Marketing Automation, Search and Customer Service Management are the latest technologies making up the online CXM ecosystem.  Forrester clearly positions WCM as a key technology that all the others within the CXM ecosystem need to better integrate with.

Earlier this year I gave a presentation on Building a Marketing Technology Platform to Engage with Global Brands at the Adobe Solutions Partner Conference in Barcelona.  It too positioned content management at the centre of any progressive marketing technology platform.

cms-in-the-middleWhy is the CMS in the middle?  Well, people engage with companies through relevant and useful content.  The CMS ties all this together. However, delivering enchanting online customer experiences still presents mind numbing content challenges.  Mind numbing! Today, creating, managing and publishing up-to-date, engaging and relevant content is too much like hard work.  Yet the key to customer loyalty is by making CXM seriously low effort.   That makes CMS both front and centre in online CXM solutions.

Strategy needs Execution (and vice-versa)

Tactics without strategy is the noise before defeat. – Sun Tzu

If you fast forward to the end of the presentation I had time for one question.  It came from Ed Van Siclen, VP of Technology and Partner Solutions at Adobe, who asked the following about the CMS-In-The-Middle slide above:

What drops into the middle next?

Ed, six months on here’s my evolution of that slide:
cs-in-the-middle

Content Strategy is the glaring omission.  Content strategy is required both to guide and course correct execution (and execution to validate the strategy).  Whilst all these tectonic shifts are taking place within marketing technology and online CXM solutions, similar kinds and possible even more disruptive forces are at play within the content strategy community.

Aligning both content strategy and online CXM execution is like walking through treacle. Maddening difficult but align them we must. Content strategists are the ones with both hands in your client’s content. Shaping it.  Adapting it.  Managing it. Everyday.  They are an ideal source of requirements (e.g. a content audit tool) for CXM solution professionals.  They are also the early adopters / refuters / seeders for future CXM technologies.

Make, Manage, Mobilise and Measure CXM Solutions

Forrester broke CXM Solutions down into three categories:

  1. Process-based solutions enable businesses users to create experiences (Make).
  2. Delivery solutions bring interactive experiences to customers. (Manage & Mobilise).
  3. Customer intelligence solutions enable businesses to gauge the success of experiences (Measure).

Rob Tarkoff, SVP of Digital Enterprise Solutions, another Adobe guy, described by Ed as wickedly smart, first recognised that we need to:

Make, Manage, Measure and Mobilise CXM solutions.

Forrester’s second category, Delivery, combines both Manage and Mobilise, but these are really two very distinct activities.  Manage focuses upon the curation, staging and governance of content, where Mobilise is more about the execution of planned and ready-to-go marketing activities.  It is not uncommon for Manage and Mobilise to have different yet collaborating teams of people.

So, what lies ahead?

There are number of players in the CXM market at the moment:

  • ECM vendors (Microsoft, IBM, Oracle)
  • CXM Stack Providers (Adobe, Autonomy, IBM)
  • WCM Specialists (Sitecore, Clickability)
  • Open source offerings (Alfresco, Drupal)

Yet, no one player or product has all the online CXM pieces.  Truth be told, neither should there be.  Would you put/transfer all their technology eggs into one vendor basket?  Unlikely.  Instead, the practical route to an online CXM solution lies through integration.

At the moment, the key areas of integration activity are with CRM, Web Analytics and Digital Asset Management.   Which makes sense when you consider that the focus at the moment is to Make, Manage and Measure customer experiences across the enterprise.  When that’s figured out, the Mobilise (Execution) piece and its smart connections with rich marketing automation solutions will be next interesting story to play out.

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Low Effort increases Customer Loyalty

Back in July 2010, the Harvard Business Review (HBR) told businesses to Stop Trying to Delight Your Customers. HBR challenged conventional marketing wisdom and declared that satisfied customers are NOT loyal customers.

Delighting customers does not build loyalty. However, reducing the amount of effort required to get things done – does.  From a survey of more than 75,000 service-based personnel, HBR found that to really win customer loyalty forget the bells and whistles and just solve their problems.

Make it easy for your Internal Customers

These findings talk directly to the challenges faced by those managing content across multiple channels today. For example, below is a list of common problems internal customers encounter when trying to create and publish content:

  • The copywriter who struggles to edit an article.
  • The compliance officer who cannot preview content before it goes live.
  • The system administrator who cannot police the infrastructure.
  • The product manager who cannot change prices in real-time.
  • The brand manager who needs tighter control over digital assets.
  • The optimisation specialist trying to figure out cart abandonment issues.

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