Our Processes Are a Mess - Larry Kunz
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Transcript of Our Processes Are a Mess - Larry Kunz
![Page 2: Our Processes Are a Mess - Larry Kunz](https://reader035.fdocument.pub/reader035/viewer/2022062614/5479c2e1b379596f2b8b4804/html5/thumbnails/2.jpg)
About Me
• More than 30 years in Tech Comm– Software documentation– Marketing– Project management– Training– Consulting
• STC Fellow
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Our Processes Are a Mess!
• Poor (or nonexistent) communication
• Content is scattered,in different formats
• Muddled roles
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What We’ll Cover Today• Causes of process problems• How to find them and fix them• How content strategy fits in• How to make your voice heard
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The Key Message
Address process problems first• Before recommending new tools• Before changing the budget• Before bringing in new people
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Causes of Process Problems• Mergers & acquisitions• Using processes designed for
a different kind of content• Not adapting to changing circumstances
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Where Are the Process Problems?
You can observe a lotby watching.
Photo source: Wikipedia
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Common Process Problems
Problem
Poor (or nonexistent)communication channels
Solution
Channels that are:• Well understood• Easy to use• Actually used
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Common Process Problems
Problem
Content is scattered, in different formats• Internal source files, AND• Customer-facing information
Solution
Standard format
Single, shared repository
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Common Process Problems
Problem
Muddled roles
Solution
Clearly defined roles & workflow
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Common Process Problems
Problem
Inconsistent presentation, doesn’t support the brand
Solutions• Style guide• Training for writers• Reuse
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The Content Strategy
Are your processes:• Tactics for handling various situations?
OR• Tactics chosen because they fit a strategy?
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The Content Strategy
Content strategy is:
Recommendations about how to create, deliver, and govern web content
- Kristina Halvorson
...aligning content to business goals, analysis, and modeling
- Rahel Bailie
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The Content Strategy
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Making Your Voice Heard
• Factors that go into the business case• Cost avoidance vs. revenue
enhancement• How to get realistic numbers
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One Step at a Time
1. Talk with people inthe trenches
2. Change what you can
3. Enlist support
4. Present the business case
5. Get approval
6. Recommend peopleand tools
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Summary• Address process problems first• Before fixing process problems, you
have to find them and understand them• The content strategy is your friend• Learn how to make your voice heard
(the business case)
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Your Questions