20 year content strategy veteran, Sharon Burton. Sharon Burton consults about content strategy, content business issues, social media and managing post-sales customer experience issues.

What do we measure in Tech Comm? (part 2)

What do we measure in Tech Comm? (part 2)

What do we measure in Tech Comm? (part 2) 5 (100%) 5 votes In a previous article, I talked about some typical things we measure in Tech Comm and technical writing. I suggested that the traditional KPIs were often stupid. And some interesting suggestions came out of that in the comments. In this article, I’m going to start talking about tech comm in the business context and why that matters. Let’s start with Marketing and Sales. What does Marketing care about? I’m the first to admit I used to call the people over in marketing...

read more

What do we measure in Tech Comm?

What do we measure in Tech Comm?

What do we measure in Tech Comm? 5 (100%) 6 votes This is the first of a multi-part series, discussing measures and KPIs in Tech Comm.  Measuring success is required to show results in the business space. Very few businesses allow projects for the sake of allowing a project—they want to see money results from a project. Businesses want to see a Return on Investment (ROI), a cost savings, or a cost avoidance. Additionally, there is the thought that you can only improve that which you measure (this may or may not be true, but it’s a often...

read more

Content strategy – Complete or Done?

Content strategy – Complete or Done?

Content strategy – Complete or Done? 5 (100%) 4 votes When I was 18 years old, I realized I didn’t know much. I also knew this was the nature of being 18 but I still felt I should fix it – I should know more. I was a US Army wife, living in Naples, Italy and for reasons I don’t remember, we had an encyclopedia set. I decided to read the encyclopedia, starting at A and reading to Z. I felt this was a reasonable solution to not knowing. It was, in a way, a content strategy. Complete information? My reasoning was...

read more

Wrapping up your content strategy

Wrapping up your content strategy

Wrapping up your content strategy 5 (100%) 3 votes Here in inland So Cal, it’s a cold and pretty year thus far in 2015. Here’s hoping your content strategy heats up this year! The 5 top content development articles last year 2014 was the year when everyone discovered the importance of effective content strategy and content management. Pre- and post-sales content is starting to get the attention it needs to improve the customer experience overall. I thought I’d share the top 5 articles I wrote from last year. Your content...

read more

Are you helping your customer segments?

Are you helping your customer segments?

Are you helping your customer segments? 5 (100%) 3 votes Customer segments are the definable differentiations in your customers. For example, your customers over or under XX number of dollars in size, or the number of Spanish speaking customers or really any other way your customer base can divide out. Why is customer segmentation important? Customer segmentation is getting more important to businesses as big data becomes more available. It allows us to better understand who our customers are, what they are doing, and what we can do to help...

read more

5 reasons why content creation/development vendors have it wrong

5 reasons why content creation/development vendors have it wrong

5 reasons why content creation/development vendors have it wrong 5 (100%) 7 votes Note: Since I wrote this, I’ve discovered 2 other blog posts on this subject:  Mark Baker JoAnn Hackos Clearly, this is an issue. [update added 11/14/14] I’ve spent the last few months getting new content development tools set up or helping to change the workflow. And (in my opinion), no content development vendor has it right yet. Here’s my top 5 reasons why: 5. You have to be an expert in the tool The vendors assume people will become expert...

read more