Date post: | 28-Jan-2018 |
Category: |
Education |
Upload: | content-company-inc |
View: | 205 times |
Download: | 1 times |
Maximizing Your Return on ContentHow to make your content more successful
Hilary Marsh, Chief Strategist & President
Content Company, Inc.
1
What is content strategy?
The right content
To the right person
At the right time
For the right action
Put another way….
Content strategy is the practice of planning for the
creation, delivery, and governance of
useful, usable content.
Multiple parts
1. A strategic statement tying content to business goals
2. Guidelines and policies: Who, what, when, where, why, and how of publishing content
3. The people, power, and processes to execute #1 and #2
Foundational tenets
1. Content creators & SMEs have a common understanding of what key audiences want, and how their content helps deliver that.
2. Content creators & SMEs have a common understanding of the org’s goals are and how their content contributes to them.
3. Content creators & SMEs share their content in a consistent, effective way
Principles
• The organization creates content that its audiences want
• The organization creates content that helps it meet its goals
• Content has success metrics and is measured against those
• Content that is no longer relevant is no longer available
• Content is promoted, surfaced, and cross-linked based on its topic, not its source
• Content is created in the organization’s voice
• The organization manages content platforms, tools, and channels in a way that ensures their effectiveness
https://www2.calstate.edu/csu-system/why-the-csu-matters
Departmen
t
Message
Audience
Departmen
t
Message
Audience
Departmen
t
Message
Audience
Departmen
t
Message
Audience
Old thinking
What don’t we publish??
• Course details
• Program info
• Academic research
• News stories
• Alumni stories
• Faculty bios
• Press releases
• Financial aid details
• Event information
• Student health information
• Policies
• FAQs
• Mission statement
• Job listings
Because we did the research
Because the dean asked us to
Because the faculty member told us to
Because we have this program
Because we do this thing
Because we created the information
Because we have no way to say “no” to the request
Because we think we have to
Because everyone else is
Because
Because
What I heard from higher ed folks
Lots of challenges
• We don’t know our business goals
• Our content isn’t mapped to our business goals
• Folks who give us content don’t have goals
• Even if we do know, what can we do to increase success?
• How do we help content owners succeed?
Setting goals is challenging!
“There’s a lot of cool stuff happening at the university that no one knows about”
• Who would love to know about it?
• What would they do as a result of knowing it?
• Why don’t they know about it?
• How could you change that today?
Technology is not our friend
•“IT is backed up, so we can only do things we can implement ourselves for free”
•“There’s a lot of content on our public site for current students because the student portal is a mess”
Ratio of effort to results
•Size of potential audience
•Priority of potential audience
•What we want the audience to DO
•Resources to create the content
•Results
Remember the content landscape
• Course details
• Program info
• Academic research
• News stories
• Alumni stories
• Faculty bios
• Press releases
• Financial aid details
• Event information
• Student health information
• Policies
• FAQs
• Mission statement
• Job listings
High-level higher ed goals
1. Get students
2. Help students, faculty, alumni succeed
3. Get money to keep doing 1 and 2
Translated to content…
Content
Get students • Appeals to high school students
• Provides correct, useful
information
Help students and
faculty
• Helps students register, add/drop,
etc.
• Markets the school
Get money • Shows the value of the school
• Gets donors
Some sample goals• Attract more qualified students
• Encourage applications
• Raise awareness and perception of our university
• Help admitted students stay
• Inspire more alumni to donate
• Reassure people about the institution’s stability
• Raise the quality of job applicants
Others? What about for other programs & schools?
https://www2.calstate.edu/csu-system/why-the-csu-matters
Keep asking “why”
• Why are you publishing this content?
• Why have you/we invested the resources to create the program that the content is about?
• Why would the audience want to know this information/about this program?
• Why…?
• Why...?
62http://gadling.com/2008/05/01/cash-and-treasures-the-antique-bottle-dig/
The real goal is in there somewhere
https://www.kent.edu/publicsafety/annual-security-reports
http://triton.edu/NewsAndEvents_detail.aspx?id=31215
http://www.kellogg.northwestern.edu/departments/marketing.aspx
How will you know it’s successful?
• Reached the audience in the channel that matched their expectations
• The audience took the action you wanted them to take
• Users took the next step you wanted them to make
• They were more satisfied with your institution
• They called customer service less
• Donations went up
• They talked you up to their friends/family/colleagues
Answers may be on the page or not…
• Google Analytics measurement – unique page views, referrals, etc.
• Content audit
• User testing
• Surveys
• Social shares
• Measuring the results themselves: more qualified applicants, event registrations, etc.
A case study
• Site redesign required a news article for each update on the home page
• Volume of news articles overwhelmed the site management staff
• Viewership to each article was relatively low
• Would fewer articles mean fewer views?
Turning goals into KPIs
1. Benchmark where you are now
• Content performance
• Pain points
• Tie back to business
2. What will constitute success?
• Envision the desired goal
• Make it measurable!
Some considerations
• Make sure your KPIs cover both organizational goals and user needs
• Think about them from multiple perspectives
What happened
What we can learn
What to do differently next
time
Reality
Time for a meaningful
conversation with
content owners
Next steps
1. Learn what works
2. Use that information to develop goals
3. Create an editorial calendar and templates for review time, roles, and processes
4. Share all with staff
5. Track/measure and communicate the results
6. Use the results to improve future content
Change the conversation!
• Partnership
• “We will help your program shine” and help you tell your story better
• Before a long-term commitment to something new, try a pilot for a specific subset and then refine based on their feedback
• Foster connections between content areas for the benefit of all offerings connect back up to business goals
Resources
• My article and worksheet http://www.contentcompany.biz/2016/04/27/return-on-content/
• Aligning Business Goals with User Goals in Content by Michael Andrews http://storyneedle.com/aligning-business-goals-with-user-goals-in-content/
• Making Content Measurable by Jess Huttonhttp://www.uxbooth.com/articles/making-content-measurable/
• Why Attempting to Establish the ROI of Content Is a Fool’s Errand by Ronell Smithhttps://medium.com/dissenting-opinion/why-attempting-to-establish-the-roi-of-content-is-a-fools-errand-d8b4fdfd3a6c#.39kpxyxzs
Thank you!
Hilary Marsh
President & Chief Strategist
Content Company, Inc.
@hilarymarsh