Keeping Content Healthand Quality in Check

Presenter: Jason Kaufman

October 23, 2013

LavaCon – Portland, Oregon

We all understand the importance of content quality and how crucial it is to our business.

The challenge is successfully conveying that to others.

Overview

Setting the stageElements of a successful content programMeasuring article (content) healthContinuous improvementQ&A

1.2.3.4.5.

Overview

Setting the stageElements of a successful content programMeasuring article (content) healthContinuous improvementQ&A

1.2.3.4.5.

The Challenge

Change is the only constant.

• Team members: Agents, authors, experts,managers, coaches, trainers, etc.

• Systems.• Products and services.• Market and customers.

1. Setting the stage 2 3 4 5

KM system landscape and acquisition timeline.

1. Setting the stage 2 3 4 5

< 2004 2005 2006 2007 2008 2009 2010 2011 Acquired by

Additional KM solutions.

Change Management

Possible impacts of change:

• Content value, validity, and overall health suffers.• Practices are not handed off appropriately.• Guidelines are lost in the shuffle. • New content is layered on top of old content, without

revision.• Content begins to fail; search relevancy declines.• Customer satisfaction is impacted.• Decreased awareness, participation and trust.

1. Setting the stage 2 3 4 5

Change Management

Perception:The software has failed.

Reality: Your content management programneeds attention.

1. Setting the stage 2 3 4 5

Defining “Healthy Content”

Should be defined by your company to fit your unique environment.

Our Definition:Healthy content is valid, useful, clear, timely, and consistent

information that is easily accessible by the intended

Audience via the most intuitive channel(s) possible.

Define these for your organization:• Validity • Clarity • Timeliness • Consistency

1. Setting the stage 2 3 4 5

• Ease of access• Proper audience• Proper channel(s)

Overview

Setting the stageElements of a successful content programMeasuring article (content) healthContinuous improvementQ&A

1.2.3.4.5.

2. Elements of a successful content program 3 4 5

Governance

Steering committee: Form a Steering Committee comprised of stakeholders across your organization.

Mission & principles: Develop and communicate your mission statement and guiding principles.

Ongoing dialog: Discuss stats regularly as part of your Steering Committee, refine guidelines, principles, communications, priorities.

2. Elements of a successful content program 3 4 5

Implementing the Mission

Guidelines: Identify best practices and guidelines that support the vision for your content, mission statement, and guiding principles.

Roles and responsibilities:Outline the various roles of teams/individuals who participate in the content management process.

Checklists: From the guidelines, develop checklists for each of the roles for them to leverage when doing their part.

2. Elements of a successful content program 3 4 5

Continuous Improvement

Track and trend: Track and trend the overall content health and areas for improvement on an ongoing basis.

Optimize: Formalize plans to ensure communications, training, and coaching is focused on the areas of greatest return.

Overview

Setting the stageElements of a successful content programMeasuring article (content) healthContinuous improvementQ&A

1.2.3.4.5.

3. Measuring article (content) health 4 5

Collect Data

Establish your Article Quality Index (AQI)

Facilitate a project to assessa sample of the site contentto determine whether theinformation adheres to yourcontent health guidelines.

3. Measuring article (content) health 4 5

Collect Data

Establish your Article Utility Index (AUI)

Facilitate a project to assessa sample of the site contentto determine if it meets yourstandards for accuracy andusefulness.

3. Measuring article (content) health 4 5

Interpret

AQI and AUI Review Data

Determine the biggest problem areas that need to be addressed and then track it over time.

3. Measuring article (content) health 4 5

Establish

Archival Candidate Report

Based on your users, content types, usage stats, etc., determine your formula and process for archiving invalid, outdated, low-priority content.

Examples: • Items that were created over 3 years ago, not viewed in the last

six months.• Items that have been viewed 10 or fewer times per month for the

last three months.• Items that receive user ratings of 20% or lower for the past three

months.• Items that appear in common searches that are not relevant.

Overview

Setting the stageElements of a successful content programMeasuring article (content) healthContinuous improvementQ&A

1.2.3.4.5.

4. Continuous improvement 5

Establish Take action to improve utility.

Facilitate targeted clean-up projects to improve content health in the most impactful areas.

Perform peer reviews and facilitate discussions to keep your team aligned.

4. Continuous improvement 5

Establish Provide immediate feedback and coaching to contributors so they can learn from their missteps.

Perform regular AQI and AUI audits and track your metrics.

Embrace a culture where it is okay to archive content and ensure there is a process for searching the archives.

Overview

Setting the stageElements of a successful content programMeasuring article (content) healthContinuous improvementQ&A

1.2.3.4.5.

Q&A Our Services:

My Info:Jason Kaufman

jkaufman@irrevo.com

(206) 229-1032

www.irrevo.com

Twitter: @irrevo

Skype: Jason_M_Kaufman

Content Strategy Consulting Technical Writing and Editing

Knowledge Health Checks Content Project Management