Content Strategy Insights

Technical documentation of software products is critical work that needs to accurately inform end users, regardless of how quickly and substantially the software might be changing. Manny Silva has created Docs as Tests, a system that integrates a set of well-developed practices and a collection of engineering tooling, to help technical communicators streamline and constantly improve their software documentation work. https://ellessmedia.com/csi/manny-silva/

Modern content systems are complex and abstract, presenting problems for managers who want to understand how their content is performing. At Autogram, Jeff Eaton and Karen McGrane have developed a content observability framework to address this complexity.  Their framework evaluates the composition, quality, health, and effectiveness of content programs to help enterprises measure the return on their content investment. https://ellessmedia.com/csi/jeff-eaton-2/

Aligning and orchestrating product content for complex business use cases is much easier when you have a framework to structure and guide your efforts. Jeffrey A. "jam" McGuire and his business partner developed the "value map" framework to structure and organize product marketing information. This helps them to align internal stakeholders on strategy and messaging and to efficiently deliver the right content to both business and technical users of the product. https://ellessmedia.com/csi/jam/

Experience design for readers of online content gets a lot of attention. The authors who create the content and get it ready for publication aren't as well served. In his new book, Designing Content Authoring Experiences, Greg Dunlap addresses this situation, showing content-system creators how to design better interfaces, streamline workflows, and otherwise improve the lives of content authors and managers. https://ellessmedia.com/csi/greg-dunlap-2/

Sarah Johnson asks, "If a digital experience is a conversation with a user, how can you have that conversation if you don't know what the words are?" Sarah addresses the crucial role of content in her new book, "Content-first Design," tackling both the pragmatic aspects of a content-first approach to design as well as how to advocate for content practice. https://ellessmedia.com/csi/sarah-johnson/

Both UX and content professionals routinely find themselves on teams where they are the sole practitioner of their craft. Leah Buley and Joe Natoli recently revised "The UX Team of One" to share their pragmatic take on solo UX practice, deftly balancing the application of human-centered research insights with the need to show the business value of UX work. https://ellessmedia.com/csi/ux-team-of-one/

A truly customer-focused content strategy is the cornerstone of good customer experiences.  Over the past 25 years, Rob Punselie has developed and honed content discovery research methods based on time-tested usability knowledge and the Jobs to Be Done product-development framework.  This approach has helped him consistently deliver to his clients effective and durable content and customer experience strategies. https://ellessmedia.com/csi/rob-punselie/

Storytelling is the oldest content practice. Alan Porter helps enterprises and content practitioners improve their story craft.  Alan shows how better stories both convey the unique benefits of a business to their customers and improve cross-functional communication within organizations. https://ellessmedia.com/csi/alan-porter/

As recently as 40 years ago, we didn't have much need for the word "content." But as soon as we started delivering the same information via multiple channels, we needed a way to identify the essential elements of content assemblies and to work with them independent of their various manifestations in information products. So the concept of "content" was born. Joe Gollner has worked with content from its earliest days and has crafted a multi-layered definition to account for its many aspects. https://ellessmedia.com/csi/joe-gollner/

Localizing digital product content is challenging on its own. When you add the need to communicate about sensitive financial topics to very specific audiences, the complexity of the work quickly grows. Stephanie Pereira is a content design manager working on the Google Payments product. She deftly balances a range of internal compliance and design concerns with the very specific hyper-localization needs of her audience.  (We had an internet connection issue around 28:00 - apologies for the break in continuity.) https://ellessmedia.com/csi/stephanie-pereira/

Now in its third edition, Colleen Jones's book "The Content Advantage" has become a classic in the content-profession literature. The new edition of the book continues to highlight content intelligence and content effectiveness and adds a new focus on the impact and use of AI in content programs. It also takes a fresh look at the enduring concepts of digital disruption and digital transformation, both of which have been accelerated by the arrival of new AI technology. https://contentandai.com/colleen-jones/

Over the past ten years, Chris Bach has been at the forefront of the transformation of web development.  Chris coined the term "Jamstack," which refers to one of the first conceptions of a composable web architecture (the acronym JAM accounts for the JavaScript, APIs, and markdown that make up a simple decoupled web system). He also founded Netlify, a company that supports these new architectures and which now serves tens of millions of customers. https://ellessmedia.com/csi/chris-bach/

There is always more taxonomy work to be done than there are practitioners to do it. Fran Alexander's solution to this imbalance is to democratize taxonomy practice. Fran's work actually spans the full range of semantic practices, from simple term lists to taxonomies, thesauruses, and ontologies and knowledge graphs. Wherever she's working in this span of activities, she's always happy to bring other practitioners along with her. https://ellessmedia.com/csi/fran-alexander/

Where web accessibility, digital sustainability, content management, open-source software, and web standards intersect, you'll find Mike Gifford. Mike is the open standards and practices lead at Civic Actions, a company that helps governments deliver better digital services.  Through his practice, Mike ensures that the content systems they deliver are built as sustainably as possible, deliver accessible experiences to citizens, and work well for authors and others who use the system. https://ellessmedia.com/csi/mike-gifford/

Through her taxonomy and other information architecture work, Michele Ann Jenkins helps people across the organizations she works with align their mental models and terminology usage. This alignment of concerns and language forms the foundation of the semantic architecture that is so crucial to modern content systems.  https://ellessmedia.com/csi/michele-ann-jenkins/

Modern content projects get the best results when content strategy and conceptual meaning are considered together, and the results can really shine when long-time collaborators do the work. Ilse Jonker and Joyce van Aalten are independent consultants who have teamed up on many content projects over the past dozen years. Ilse focuses on content strategy and structure, and Joyce focuses on taxonomy and semantics. Together they build the scaffolding the supports their clients' content operations. https://ellessmedia.com/csi/ilse-and-joyce/

Vinish Garg takes a holistic and pragmatic view of the role of content and other crafts in digital product design, using an approach he calls "product sense."   Content strategy and design are just two of many practices that contribute to the success of any digital product. All digital practitioners justifiably take pride in their individual crafts, but Vinish encourages content, design, and other practitioners to favor product utility over their individual crafts. https://ellessmedia.com/csi/vinish-garg/

The CMS landscape has evolved a lot over the past couple of decades. Recently, headless CMSs and decoupled content architectures have appeared to address the need for omnichannel content experiences. While their separation of the management of content from its presentation offers many benefits, these systems have left many users dissatisfied and disillusioned. Preston So argues that the solution to this situation is universal CMS. https://ellessmedia.com/csi/preston-so-3/

A crucial skill for any content practitioner is the ability to sort out complex work environments and thrive within them. David Connis shows how a systems thinking mindset can help you cope with the upheaval of AI, the messy realities of content work, and other complex design challenges. He teaches a course on systems thinking for content designers but shows how any content or design practitioner can benefit from a systematic approach to their work. https://ellessmedia.com/csi/david-connis/

When the concept of "content" comes up it can be hard to get everyone aligned on exactly what you're talking about. At IKEA, Timi Stoop-Alcala focuses on the "what" of content via the practice of knowledge domain modeling both to deal with the complexity of content and to highlight its importance. Her knowledge-focused, human-centered approach has also elevated the role of content in the organization so that content is now recognized as a core competency. https://ellessmedia.com/csi/timi-stoop-alcala/

Organizations of all types and sizes struggle with presenting their content so that it both makes sense to readers and aligns with the organization's intentions. Hilary Marsh introduced the concept of the "digital council" to address this issue. Councils can take many forms, depending on the nature of the organization, but the intent always is to glue back together content that has been disconnected by organizational silos. https://ellessmedia.com/csi/hilary-marsh/

Content is a precious business asset and should be treated as such in enterprise accounting records. Cruce Saunders has been making the case for content as a financial asset for many years, arguing that much of it should be accounted for like the durable machinery that powers a factory, not like an ephemeral one-time business expense. He still sees a lot of work ahead, but Cruce is more hopeful lately that coordinated efforts by content leaders can get content out of the expense category and into an asset category on the corporate balance sheet. https://ellessmedia.com/csi/cruce-saunders/

Twenty years ago at IBM, the company's commitment to user-focused content led to the decision to develop a standard way of structuring content so that it could be used in multiple channels. Michael Priestley was uniquely positioned to lead the effort to create the corporate standard that became DITA, the Darwin Information Typing Architecture. https://ellessmedia.com/csi/michael-priestley/

As the founder of the long-standing LavaCon conference and the principal at a technical content staffing agency, Jack Molisani gets a deeply informed view of the world of technical communication. While he sees the opportunities that generative AI presents, he raises several concerns for technical content strategy practitioners, among them the inaccuracy of generative AI content and the inability of AI tools to comprehend subtle human communication clues. https://contentandai.com/jack-molisani/

Serving personalized content about thousands of products to millions of people requires a sophisticated content operation. At Albert Heijn, the big grocery store chain in the Netherlands, Rafaëla Ellensburg established a content engineering practice that lets the company deliver personalize-able omnichannel content at scale. In the process, she also created a content engineering practice guild, positioned content within the company as an important enterprise asset, and began developing the semantic practices that will take their content operations into the future. https://ellessmedia.com/csi/rafaela-ellensburg/

Pavel Samsonov is a UX designer with a deep appreciation of content. His content-first approach to design is driven by his observation that navigating digital experiences is about accessing content, not clicking buttons. Pavel has also cultivated a deep awareness of the semantic environments that he and his colleagues navigate and he uses that awareness to align and motivate stakeholders. https://ellessmedia.com/csi/pavel-samsonov/

Scalable content personalization systems create huge value for businesses. Like most valuable endeavors, they're really hard to do well. Jeffrey MacIntyre orchestrates the activities - terminology and taxonomy work, metadata strategy, information architecture, and more - that help businesses build content operations that deliver the customer-focused experiences that consumers expect. https://ellessmedia.com/csi/jeffrey-macintyre/

Content design jobs have become scarcer as the digital world adjusts to the post-pandemic tech economy. Shannon Leahy does her best to make sure that her content colleagues discover the jobs that are available, scouring the internet for job listings and sharing them in her social media feeds. But that's just the tip of the iceberg when it comes to her contributions to the field. She's also a long-time meetup organizer and an avid and generous participant in the content design community. https://ellessmedia.com/csi/shannon-leahy/

The rise of omnichannel content strategy and the emergence of new technical capabilities like cloud computing, API-delivered microservices, and headless software platforms have created entire new content ecosystems. John Williams explores these new ecosystems and modern content and experience architectures on his "Going Headless with John" YouTube channel and in his work as CTO at Amplience, a headless-CMS company. https://ellessmedia.com/csi/john-williams/

Deborah Carver sees direct connections between her academic study of literature and composition and her work as a content strategist, content marketer, and SEO. She also sees similarities between AI engineers and content professionals, both of whom  endeavor to create meaning with language. https://ellessmedia.com/csi/deborah-carver/

Tuija Riekkinen brings a unique perspective to scaling both content and design operations, as well as other digital initiatives. She has applied her holistic and pragmatic enterprise product management skills at organizations like IKEA, where she has worked on both their design system and content management system. Tuija is a persuasive advocate of keeping design and content concerns separate to enable "creativity at scale." https://ellessmedia.com/csi/tuija-riekkinen/

Michael Haggerty-Villa's work with content and designs systems spans the history of these practices. From his work at eBay on one of the earliest design systems up until today, he has been at the forefront of both content strategy leadership and design system innovation.  This conversation focuses on design systems, but it was inevitable that Michael's content strategy wisdom would shine through, too. https://ellessmedia.com/csi/michael-haggerty-villa/

Gladys Diandoki brings a strong research mindset and a consistent focus on strategy to her content work. Her approach results in both solid design results and an increased appreciation for content design among her colleagues and clients. It's not only her clients who benefit from her work. Gladys is also an active leader in the field, speaking regularly at conferences, writing, and hosting gatherings like the "Beyond The Cover" book club. https://ellessmedia.com/csi/gladys-diandoki/

Wojtek Aleksander is a business-focused, inclusive content designer based in Poland. Working in a profession in which English-language educational materials dominate, he addressed the need for Polish-language content guidance by writing "UX Writing: The Power of Language in Digital Products." One big challenge he faces when crafting inclusive content in Polish is working with the language's strongly gendered and inflected grammar.  https://ellessmedia.com/csi/wojtek-aleksander/

Most enterprises and software companies now have design systems, and many have content operations and/or design operations teams. At Cisco, Barbara Blythe works on the content design operations team. She focuses on sharing content guidance across the products she serves, enabling not only content designers but also their UX design and engineering partners to efficiently create consistent product content. https://ellessmedia.com/csi/barbara-blythe/

Nicole Michaelis brings a thoughtful leadership style and deep and varied experience to her content design work. Like all of us, she is pondering how to best use AI in her practice and wrestling with the impacts of layoffs and other change in the content and design professions.  Despite the current challenging business and labor environment, she's hopeful for the future and offers encouragement to both current and future content designers. https://ellessmedia.com/csi/nicole-michaelis-2/

Terry Roach helps enterprises build a "web of connectedness" that helps them understand what's happening across the span of their business Built on an ontological understanding of business that is expressed in a knowledge graph, his methods and technology help enterprises develop a holistic understanding that can be expressed as an operating manual that all stakeholders can consult. https://ellessmedia.com/csi/terry-roach/

With more than a billion internet users and half of all global e-commerce transactions, digital business in China is huge. Anna Potapova and Arnaud Frattini work in content roles at Alibaba, the biggest online merchant in China. Lately they have been looking beyond their desks, trying to connect with their peers at other companies and to develop a broader understanding of content practice in the country. They've shared some of their discoveries in an article on content design in China, and they're building a new community to share practice ideas with other content strategists and designers. https://ellessmedia.com/csi/content-in-china/

As the field of content design grows and matures, so too do the organizations in which content designers practice.  At Condé Nast, the publisher of iconic brands like The New Yorker, WIRED, and Vogue, Sophie Tahran has built content-design orgs from one-person units to company-spanning teams. Her latest work has been informed by original research that she conducted to learn more about how others design and manage their content-design organizations. https://ellessmedia.com/csi/sophie-tahran/

Matt Hayes is a staff content designer at LinkedIn, where he focuses on enterprise experience design and works closely with the design system team. The content design team at LinkedIn is known in the industry as a small-but-mighty group that makes an outsized impact on their organization. Among the secrets to their success: democratizating their content guidance, focusing on efficient decision-making, and working closely with their design-systems colleagues.  https://ellessmedia.com/csi/matt-hayes/

The promise of computers augmenting our minds has been a long time coming. We're beginning to see better tools for extending human cognition, but good guidebooks for using them have been sparse. Jorge Arango's new book, Duly Noted, fills this gap elegantly. It shows you how to extend your mind with connected digital notes that capture your thoughts and nourish them in a personal knowledge garden from which you can harvest and share your unique insights. Through February 15, 2024, use the code ContentPod to get a 20% discount when you order the book at the Rosenfeld Media website. https://ellessmedia.com/csi/jorge-arango/

Peter Compo says that "the number one thing missing in most strategic plans is a strategy." He's talking about the tendency of executives and managers to draft plans that present lists of goals and include a bullet point for every possible stakeholder in their purview. Peter points out that true strategy involves tough trade-offs and lots of collaboration. His pragmatic approach lets strategic objectives emerge organically, includes a variety of stakeholders, and applies adaptive thinking to address questions that have no obvious answer. https://ellessmedia.com/csi/peter-compo/

Relly Annett-Baker recently said in a LinkedIn post, "The words are an expression of the solution, the last 20%, but we also need to do the 80% that comes before to know wtf to write. " UX writers and content designers spend a lot of their time, arguably too much of it, explaining this core aspect of their work to their colleagues and collaborators. While she sometimes bristles at the need to constantly defend and describe her team's work, Relly also realizes that that is, in fact, the most important part of her job. https://ellessmedia.com/csi/relly-annett-baker/

Like many digital practices, search engine optimization is becoming more conversational.  Not long ago, SEOs had to make their best educated guesses about what was working to get their websites to rank better. Now, by focusing on both feeding information to and gleaning feedback from Google's knowledge graph, Jason Barnard helps companies craft content strategies and messaging architectures that keep their brand prominent in Google's search results. https://ellessmedia.com/csi/jason-barnard/

As content design becomes entrenched as a UX design practice, leaders from the craft are beginning to move into design leadership positions. Melinda Belcher's ascent to her current design management role is an instructive and inspirational story of professional development, creative team leadership, and community building. https://ellessmedia.com/csi/melinda-belcher/

Navigating the complex and multifaceted online media landscape can be a disjointed and disorienting experience. Scott Abel has a method for smoothing out online customers' experiences. His "content unification" approach benefits both the organizations that create content experiences and the customers who are navigating them. https://ellessmedia.com/csi/scott-abel-2/

The basics of building a design system are fairly simple. Ensconcing a system in an organization's culture so that it's actually adopted and used is a more complex undertaking. Dan Mall takes a content-first approach as he helps organizations evolve their design systems from projects to products and ultimately to firmly embedded practices that let teams deliver the efficiency and consistency benefits that such systems offer.  https://ellessmedia.com/csi/dan-mall/

Jarno van Driel is a true pioneer on the semantic web. Even before you could add machine-readable semantic markup to webpages, he was discovering ways to help search engines understand what web pages were about. Much of that success grew out of his early focus on accessibility and usability. When semantic markup was introduced, he was among the first cadre of experts on RDFa, Microdata, schema.org, and other semantic practices, and he is to this day one of the most respected practitioners of this craft. https://ellessmedia.com/csi/jarno-van-driel/

To conduct a good research-focused interview, you need to cultivate a professional interviewing mindset. Steve Portigal has been doing this for years, and he has written a book to help other researchers and designers conduct better interviews. Now in its second edition, Interviewing Users: How to Uncover Compelling Insights, covers interviewing techniques, of course, but also research best practices, how to document your work, and how to make sense of your discoveries. https://ellessmedia.com/csi/steve-portigal/

Michael Reid is a consultant who helps organizations with their diversity, equity, and inclusion programs. A linquist by training, he is extremely attuned to the role of language in his work, which led to his explorations of the privilege given to English-language speakers in our modern,  hyper-connected world. His discoveries can help content professionals of all kinds identify and address the dynamics and biases that arise from the pivotal role that the English language plays in modern digital business. https://ellessmedia.com/csi/michael-reid/

The arrival of decoupled content architectures and headless CMSs creates a new set of challenges for content modelers, authors, administrators, and others who work with content systems. Lo Etheredge does developer relations for Hygraph, a headless CMS company. Dev rel folks don't typically drive organizational change and stakeholder alignment, but Lo's unique background in social work uniquely prepares them to help customers with the human side of content management. https://ellessmedia.com/csi/lo-etheridge/