Content Management

Content management is both a process and a tool, both addressing how content is stored and published.

Designing for Voice

Spotify Design

2020

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

https://spotify.design/article/designing-for-voice

The Content Technologist

Deborah Carver

Ongoing

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

https://www.content-technologist.com/

Omnichannel Content Strategy

Avenue CX

Undated

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

https://omnichannelcontentstrategy.com/

Content Design / UX Writing Certificate Program

School of Visual Concepts

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

https://www.svcseattle.com/

Content Strategy: Connecting the dots between business, brand, and benefits

Rahel Anne Bailie & Noz Urbina

2012

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

https://xmlpress.net/publications/content-strategy/

The Making of a Manager: What to Do When Everyone Looks to You

Jule Zhuo

2019

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

https://www.penguinrandomhouse.com/books/558155/the-making-of-a-manager-by-julie-zhuo/

Mindshift: Break Through Obstacles to Learning and Discover Your Hidden Potential

Barbara Oakley, PhD

2017

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

https://www.penguinrandomhouse.com/books/530917/mindshift-by-barbara-oakley-phd/

Tribe of Mentors: Short Life Advice from the Best in the World

Tim Ferriss

2017

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

https://www.harpercollins.com/products/tribe-of-mentors-timothy-ferriss

Content Strategy for the Web

Kristina Halvorsen & Melissa Rach

2012

Accessible, popular book introducing the topic of content strategy.

https://www.peachpit.com/store/content-strategy-for-the-web-9780132883238

Managing Chaos: Digital Governance by Design

Lisa Welchman

2015

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

https://rosenfeldmedia.com/books/managing-chaos/

Content Strategy Toolkit, The: Methods, Guidelines, and Templates for Getting Content Right (Voices That Matter)

Meghan Casey

2015

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

https://www.peachpit.com/store/content-strategy-toolkit-methods-guidelines-and-templates-9780134105109

Enterprise Content Strategy: A Project Guide

Kevin P. Nichols

2015

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

https://xmlpress.net/content-strategy/enterprise-content-strategy/

Writing Is Designing: Words and the User Experience

Michael J. Metts & Andy Welfle

2020

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

https://rosenfeldmedia.com/books/writing-is-designing/

The Web Project Guide: From Spark to Launch and Beyond

Corey Vilhauer & Deane Barker

2021

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

https://webproject.guide/

Web Content Management: Systems, Features, and Best Practices, 1st Edition

Deane Barker

2016

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

https://www.oreilly.com/library/view/web-content-management/9781491908112/

Real World Content Modeling: A Field Guide to CMS Features and Architecture

Deane Barker

2019

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

https://deanebarker.net/books/real-world-content-modeling/

Managing Enterprise Content: A Unified Content Strategy, 2nd Edition

Ann Rockley

2012

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

https://www.peachpit.com/store/managing-enterprise-content-a-unified-content-strategy-9780321815361

The Content Management Bible, 2nd Edition

Bob Boiko

2004

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

https://www.wiley.com/en-us/Content+Management+Bible%2C+2nd+Edition-p-9780764583643

Content Design

Sarah Richards

2017

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

https://contentdesign.london/store/the-content-design-book/

Content Audits and Inventories

Paula Land

2014

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

https://xmlpress.net/content-strategy/audits-and-inventories/

Meaningful Work: A Quest to Do Great Business, Find Your Calling, and Feed Your Soul

Shawn Askinosie

2017

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

https://www.penguinrandomhouse.com/books/547277/meaningful-work-by-shawn-askinosie-with-lawren-askinosie/

Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

Torrey Podmajersky

2019

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

https://www.oreilly.com/library/view/strategic-writing-for/9781492049388/

Career Architecture

Mags Hanley

Undated

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

https://www.magshanley.com/career-architecture-book

Storytelling & Communication

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

https://trailhead.salesforce.com/en/content/learn/modules/manage_the_sfdc_storytelling

Career Development Planning

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

https://trailhead.salesforce.com/en/content/learn/modules/career-development-planning

Content Knowledge is Power

Sara Wachter-Boettcher

2013

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

https://www.smashingmagazine.com/2013/04/content-knowledge-is-power/

Winning at Omnichannel Starts From Within

Rhiana Matthew, PublicisSapient

Undated

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

https://www.publicissapient.com/insights/winning-at-omnichannel-starts-from-within

Omnichannel: The path to value

Holly Briedis, Brian Gregg, Kevin Heidenreich, and Wei Wei Liu, McKinsey & Co.

2021

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-survival-guide-to-omnichannel-and-the-path-to-value

OmnichannelX

Organized by Noz Urbina

Annual

Yearly conference dedicated to the topic of omnichannel content strategy.

https://omnichannelx.digital/

Weeding the worst content: Learning from librarians

ContentStrategyInc.

2016

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

https://contentstrategyinc.com/weeding-the-worst-content-learning-from-librarians/

Content Strategy: 5 Essentials for Governance Success

Ahava Leibtag

2011

Defines governance in the context of content strategy and discusses business practices needed for success.

https://www.cmswire.com/cms/web-engagement/content-strategy-5-essentials-for-governance-success-011426.php

Developing a Content Maintenance and Governance Strategy

Seth Earley

Undated

Discusses operationalizing governance, the components of it, and how to establish a governance team.

http://www.earley.com/insights/developing-content-maintenance-and-governance-strategy

Web Governance: Becoming an Agent of Change

Jonathan Kahn

2011

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

https://alistapart.com/article/web-governance-becoming-an-agent-of-change/

Conversational Design

Erika Hall

2018

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

https://abookapart.com/products/conversational-design

Building a Career in Conversation Design

Botsociety

2020

Podcast interview with a Facebook conversation designer

https://botsociety.io/blog/2020/02/hilary-hayes-on-building/

Conversation Design Workflows

Botsociety

2021

Product-demo video that shows a detailed design example using Botsociety.

https://www.youtube.com/watch?v=muQm-4MeRSE

How to Start Designing a Conversation UI

Rachel Blank

2022

Detail article about how to start the conversation-design process

https://medium.com/salesforce-ux/how-to-start-designing-a-conversation-ui-4686cb8e78fb

How To Design A Chatbot Script

Hillary Black

Undated

Ebook covering the process for designing chatbots, including tools, flows, templates.

https://hillaryblack.gumroad.com/l/conversationdesign

Chatbot Writing & Design

UX Content Collective

Undated

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

https://uxcontent.com/chatbot-writing/

Designing Voice Experience

Arun George

2017

Detailed overview of a voice designer's approach to their work.

https://uxdesign.cc/voice-user-experience-design-and-prototyping-for-mere-mortals-ef080c843640

How to Design for Voice: 5 Tips to Get Started

Florence Collins

2017

Tips from an experienced voice designer on making the transition from GUI to VUI.

https://usabilitygeek.com/how-to-design-for-voice/

Voice Content and Usability

Preston So

2021

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

https://abookapart.com/products/voice-content-and-usability

Phillip Hunter on Design for Conversation

Jorge Arango

2020

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

https://theinformed.life/2020/11/22/episode-49-phillip-hunter/

Conversations with Things: UX Design for Chat and Voice

Diana Deibel & Rebecca Evanhoe

2021

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

https://rosenfeldmedia.com/books/conversations-with-things/

How I’ve approached content operations at BT

Rachel McConnell

2020

Personal account of how an industry leader built a content operation.

https://medium.com/bts-design-team/how-ive-approached-content-operations-at-bt-f65cd1b7b4e1

What Is Content Operations? A Straight-Forward Guide

Lauren Gregory

2022

Marketing-focused article that outlines the practive of content ops and its benefits.

https://blog.hubspot.com/marketing/content-operations

Content operations masterclass

Rahel Anne Bailie

On Demand

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

https://courses.utterlycontent.com/p/content-operations-masterclass

Principles, Not Prescriptions: The coming of age of ContentOps

Rahel Anne Bailie

2018

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

https://gathercontent.com/events/principles-not-prescriptions-the-coming-of-age-of-contentops

The Business Value of Content Operations at Any Scale

Towards a Smarter World

2021

Podcast interview with Rahel Bailie.

https://simplea.com/Treasury/Podcasts/Business-Value-of-Content-Operations

Scriptorium’s Content Ops Manifesto

Sarah O'Keefe

2021

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

https://www.scriptorium.com/2021/08/scriptoriums-content-ops-manifesto/

What is ‘ContentOps’ and why should you invest in it?

GatherContent

Undated

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

https://gathercontent.com/content-operations

Web Migration Handbook, v2

David Hobbs

Undated

Detailed, step-by-step handbook for planning and executing content migrations.

https://davidhobbsconsulting.com/products/migration-handbook

How to Migrate Content Into a CMS

David Hobbs

2018

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

https://davidhobbsconsulting.com/articles/how-migrate-content-cms

What is content design?

Sarah Winters

2019

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

https://contentdesign.london/content-design/what-is-content-design/

Search Analytics for Your Site: Conversations with Your Customers

Louis Rosenfeld

2011

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

https://rosenfeldmedia.com/books/search-analytics-for-your-site/

Data-Driven Content: How to Use Data to Write Effective Website Content

Jen Boland

2021

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

https://teamallegiance.com/resources/data-driven-content-how-use-data-write-effective-website-content/

Customer Journeys

Kevin P. Nichols, Rebecca Schneider

Undated

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

https://omnichannelcontentstrategy.com/customer-journeys/

Map the Gap: A Simple Grid Approach to Successful Content Gap Analysis

Paula Land

Undated

Article about finding content gaps that uses the customer journey as a way to identify gaps.

https://strategiccontent.com/map-the-gap

Creating a Successful Customer Journey and Content Mapping

Kevin P. Nichols

2020

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

https://www.brighttalk.com/webcast/9273/425623/creating-a-successful-customer-journey-and-content-mapping

Mapping Content to the Customer Journey: 5 Keys to Success with Kevin Nichols

Kevin P. Nichols

2017

Slides from a presentation by Kevin Nichols at Information Development World

https://www.slideshare.net/InfoDevWorld/mapping-content-to-the-customer-journey-5-keys-to-success-with-kevin-nichols

Customer Journey Example PDF

Kevin P. Nichols

2021

Template for developing a customer journey following Kevin Nichols' process.

https://kevinpnichols.com/blog/getting-started-with-mapping-content-to-customer-journeys-key-ingredients-for-success/kevinpnicholscustomerjourneyexample/

Using Customer Journey Maps to Improve Customer Experience

Adam Richardson

2010

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

https://hbr.org/2010/11/using-customer-journey-maps-to

Customer journey maps for content: Untangle complex insights and create better experiences

Lauren Pope

2021

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

https://gathercontent.com/blog/customer-journey-maps-for-content-because-theyre-not-just-for-ux

From touchpoints to journeys: Seeing the world as customers do

McKinsey & Co.

2016

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/from-touchpoints-to-journeys-seeing-the-world-as-customers-do

How to evaluate content using a content scorecard

Team CSI (contentstrategy.inc)

2016

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

https://contentstrategyinc.com/reviewing-content-the-content-scorecard/

Creating Valuable Content: An Essential Checklist

Ahava Leibtag

2011

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

https://contentmarketinginstitute.com/2011/04/valuable-content-checklist/

Why Traditional Content Audits Aren’t Enough

Ahava Leibtag

2011

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

https://contentmarketinginstitute.com/2011/01/content-audits/

From Content Audit to Design Insight: How a content audit facilitates decision-making and influences design strategy

Christopher Detzi

2012

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

https://uxmag.com/articles/from-content-audit-to-design-insight

UX audits and their importance in the design process

Katie Orenstein

2018

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

https://uxdesign.cc/ux-audits-and-their-importance-in-the-design-process-55264e55ffd1

What we learned from a large scale content audit

Mark Green and Steph Wilson

2018

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

https://insidegovuk.blog.gov.uk/2018/02/23/what-we-learned-from-a-large-scale-content-audit/

Taking a Content Inventory

Janice Crotty Fraser

2002

A classic article on the mechanics of setting up and conducting a content inventory and audit.

https://www.drdobbs.com/taking-a-content-inventory/184413339

Content Analysis: A Practical Approach

Colleen Jones

2009

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

https://www.uxmatters.com/mt/archives/2009/08/content-analysis-a-practical-approach.php

Toward Content Quality

Colleen Jones

2009

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

https://www.uxmatters.com/mt/archives/2009/04/toward-content-quality.php

Content Analysis Heuristics

Fred Leise

2007

Classic list of heuristics to include in a content audit.

https://boxesandarrows.com/content-analysis-heuristics/

How to Conduct A Content Audit

Donna Spencer

2014

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

https://uxmastery.com/how-to-conduct-a-content-audit/

How to run the perfect content audit

Luke Chaput de Saintonge

2017

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

3 steps to prepare for an effective content audit

Luke Chaput de Saintonge

2017

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

https://gathercontent.com/blog/3-steps-prepare-effective-content-audit

How to plan a content audit that works for you

Lauren Pope

2020

Quick read with focus on audit context and criteria.

https://gathercontent.com/blog/how-to-plan-a-content-audit-that-works-for-you

From manual content inventories to dynamic content insights with David Hobbs

David Hobbs

Undated

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

https://omnichannelx.digital/content-inventory-visualisation-david-hobbs/

Before the Spreadsheet

David Hobbs

2021

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

https://davidhobbsconsulting.com/articles/before-the-spreadsheet

Designing for Voice

Spotify Design

2020

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

https://spotify.design/article/designing-for-voice

The Content Technologist

Deborah Carver

Ongoing

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

https://www.content-technologist.com/

Omnichannel Content Strategy

Avenue CX

Undated

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

https://omnichannelcontentstrategy.com/

Content Design / UX Writing Certificate Program

School of Visual Concepts

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

https://www.svcseattle.com/

Content Strategy: Connecting the dots between business, brand, and benefits

Rahel Anne Bailie & Noz Urbina

2012

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

https://xmlpress.net/publications/content-strategy/

The Making of a Manager: What to Do When Everyone Looks to You

Jule Zhuo

2019

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

https://www.penguinrandomhouse.com/books/558155/the-making-of-a-manager-by-julie-zhuo/

Mindshift: Break Through Obstacles to Learning and Discover Your Hidden Potential

Barbara Oakley, PhD

2017

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

https://www.penguinrandomhouse.com/books/530917/mindshift-by-barbara-oakley-phd/

Tribe of Mentors: Short Life Advice from the Best in the World

Tim Ferriss

2017

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

https://www.harpercollins.com/products/tribe-of-mentors-timothy-ferriss

Content Strategy for the Web

Kristina Halvorsen & Melissa Rach

2012

Accessible, popular book introducing the topic of content strategy.

https://www.peachpit.com/store/content-strategy-for-the-web-9780132883238

Managing Chaos: Digital Governance by Design

Lisa Welchman

2015

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

https://rosenfeldmedia.com/books/managing-chaos/

Content Strategy Toolkit, The: Methods, Guidelines, and Templates for Getting Content Right (Voices That Matter)

Meghan Casey

2015

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

https://www.peachpit.com/store/content-strategy-toolkit-methods-guidelines-and-templates-9780134105109

Enterprise Content Strategy: A Project Guide

Kevin P. Nichols

2015

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

https://xmlpress.net/content-strategy/enterprise-content-strategy/

Writing Is Designing: Words and the User Experience

Michael J. Metts & Andy Welfle

2020

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

https://rosenfeldmedia.com/books/writing-is-designing/

The Web Project Guide: From Spark to Launch and Beyond

Corey Vilhauer & Deane Barker

2021

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

https://webproject.guide/

Web Content Management: Systems, Features, and Best Practices, 1st Edition

Deane Barker

2016

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

https://www.oreilly.com/library/view/web-content-management/9781491908112/

Real World Content Modeling: A Field Guide to CMS Features and Architecture

Deane Barker

2019

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

https://deanebarker.net/books/real-world-content-modeling/

Managing Enterprise Content: A Unified Content Strategy, 2nd Edition

Ann Rockley

2012

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

https://www.peachpit.com/store/managing-enterprise-content-a-unified-content-strategy-9780321815361

The Content Management Bible, 2nd Edition

Bob Boiko

2004

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

https://www.wiley.com/en-us/Content+Management+Bible%2C+2nd+Edition-p-9780764583643

Content Design

Sarah Richards

2017

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

https://contentdesign.london/store/the-content-design-book/

Content Audits and Inventories

Paula Land

2014

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

https://xmlpress.net/content-strategy/audits-and-inventories/

Meaningful Work: A Quest to Do Great Business, Find Your Calling, and Feed Your Soul

Shawn Askinosie

2017

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

https://www.penguinrandomhouse.com/books/547277/meaningful-work-by-shawn-askinosie-with-lawren-askinosie/

Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

Torrey Podmajersky

2019

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

https://www.oreilly.com/library/view/strategic-writing-for/9781492049388/

Career Architecture

Mags Hanley

Undated

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

https://www.magshanley.com/career-architecture-book

Storytelling & Communication

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

https://trailhead.salesforce.com/en/content/learn/modules/manage_the_sfdc_storytelling

Career Development Planning

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

https://trailhead.salesforce.com/en/content/learn/modules/career-development-planning

Content Knowledge is Power

Sara Wachter-Boettcher

2013

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

https://www.smashingmagazine.com/2013/04/content-knowledge-is-power/

Winning at Omnichannel Starts From Within

Rhiana Matthew, PublicisSapient

Undated

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

https://www.publicissapient.com/insights/winning-at-omnichannel-starts-from-within

Omnichannel: The path to value

Holly Briedis, Brian Gregg, Kevin Heidenreich, and Wei Wei Liu, McKinsey & Co.

2021

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-survival-guide-to-omnichannel-and-the-path-to-value

OmnichannelX

Organized by Noz Urbina

Annual

Yearly conference dedicated to the topic of omnichannel content strategy.

https://omnichannelx.digital/

Weeding the worst content: Learning from librarians

ContentStrategyInc.

2016

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

https://contentstrategyinc.com/weeding-the-worst-content-learning-from-librarians/

Content Strategy: 5 Essentials for Governance Success

Ahava Leibtag

2011

Defines governance in the context of content strategy and discusses business practices needed for success.

https://www.cmswire.com/cms/web-engagement/content-strategy-5-essentials-for-governance-success-011426.php

Developing a Content Maintenance and Governance Strategy

Seth Earley

Undated

Discusses operationalizing governance, the components of it, and how to establish a governance team.

http://www.earley.com/insights/developing-content-maintenance-and-governance-strategy

Web Governance: Becoming an Agent of Change

Jonathan Kahn

2011

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

https://alistapart.com/article/web-governance-becoming-an-agent-of-change/

Conversational Design

Erika Hall

2018

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

https://abookapart.com/products/conversational-design

Building a Career in Conversation Design

Botsociety

2020

Podcast interview with a Facebook conversation designer

https://botsociety.io/blog/2020/02/hilary-hayes-on-building/

Conversation Design Workflows

Botsociety

2021

Product-demo video that shows a detailed design example using Botsociety.

https://www.youtube.com/watch?v=muQm-4MeRSE

How to Start Designing a Conversation UI

Rachel Blank

2022

Detail article about how to start the conversation-design process

https://medium.com/salesforce-ux/how-to-start-designing-a-conversation-ui-4686cb8e78fb

How To Design A Chatbot Script

Hillary Black

Undated

Ebook covering the process for designing chatbots, including tools, flows, templates.

https://hillaryblack.gumroad.com/l/conversationdesign

Chatbot Writing & Design

UX Content Collective

Undated

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

https://uxcontent.com/chatbot-writing/

Designing Voice Experience

Arun George

2017

Detailed overview of a voice designer's approach to their work.

https://uxdesign.cc/voice-user-experience-design-and-prototyping-for-mere-mortals-ef080c843640

How to Design for Voice: 5 Tips to Get Started

Florence Collins

2017

Tips from an experienced voice designer on making the transition from GUI to VUI.

https://usabilitygeek.com/how-to-design-for-voice/

Voice Content and Usability

Preston So

2021

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

https://abookapart.com/products/voice-content-and-usability

Phillip Hunter on Design for Conversation

Jorge Arango

2020

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

https://theinformed.life/2020/11/22/episode-49-phillip-hunter/

Conversations with Things: UX Design for Chat and Voice

Diana Deibel & Rebecca Evanhoe

2021

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

https://rosenfeldmedia.com/books/conversations-with-things/

How I’ve approached content operations at BT

Rachel McConnell

2020

Personal account of how an industry leader built a content operation.

https://medium.com/bts-design-team/how-ive-approached-content-operations-at-bt-f65cd1b7b4e1

What Is Content Operations? A Straight-Forward Guide

Lauren Gregory

2022

Marketing-focused article that outlines the practive of content ops and its benefits.

https://blog.hubspot.com/marketing/content-operations

Content operations masterclass

Rahel Anne Bailie

On Demand

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

https://courses.utterlycontent.com/p/content-operations-masterclass

Principles, Not Prescriptions: The coming of age of ContentOps

Rahel Anne Bailie

2018

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

https://gathercontent.com/events/principles-not-prescriptions-the-coming-of-age-of-contentops

The Business Value of Content Operations at Any Scale

Towards a Smarter World

2021

Podcast interview with Rahel Bailie.

https://simplea.com/Treasury/Podcasts/Business-Value-of-Content-Operations

Scriptorium’s Content Ops Manifesto

Sarah O'Keefe

2021

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

https://www.scriptorium.com/2021/08/scriptoriums-content-ops-manifesto/

What is ‘ContentOps’ and why should you invest in it?

GatherContent

Undated

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

https://gathercontent.com/content-operations

Web Migration Handbook, v2

David Hobbs

Undated

Detailed, step-by-step handbook for planning and executing content migrations.

https://davidhobbsconsulting.com/products/migration-handbook

How to Migrate Content Into a CMS

David Hobbs

2018

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

https://davidhobbsconsulting.com/articles/how-migrate-content-cms

What is content design?

Sarah Winters

2019

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

https://contentdesign.london/content-design/what-is-content-design/

Search Analytics for Your Site: Conversations with Your Customers

Louis Rosenfeld

2011

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

https://rosenfeldmedia.com/books/search-analytics-for-your-site/

Data-Driven Content: How to Use Data to Write Effective Website Content

Jen Boland

2021

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

https://teamallegiance.com/resources/data-driven-content-how-use-data-write-effective-website-content/

Customer Journeys

Kevin P. Nichols, Rebecca Schneider

Undated

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

https://omnichannelcontentstrategy.com/customer-journeys/

Map the Gap: A Simple Grid Approach to Successful Content Gap Analysis

Paula Land

Undated

Article about finding content gaps that uses the customer journey as a way to identify gaps.

https://strategiccontent.com/map-the-gap

Creating a Successful Customer Journey and Content Mapping

Kevin P. Nichols

2020

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

https://www.brighttalk.com/webcast/9273/425623/creating-a-successful-customer-journey-and-content-mapping

Mapping Content to the Customer Journey: 5 Keys to Success with Kevin Nichols

Kevin P. Nichols

2017

Slides from a presentation by Kevin Nichols at Information Development World

https://www.slideshare.net/InfoDevWorld/mapping-content-to-the-customer-journey-5-keys-to-success-with-kevin-nichols

Customer Journey Example PDF

Kevin P. Nichols

2021

Template for developing a customer journey following Kevin Nichols' process.

https://kevinpnichols.com/blog/getting-started-with-mapping-content-to-customer-journeys-key-ingredients-for-success/kevinpnicholscustomerjourneyexample/

Using Customer Journey Maps to Improve Customer Experience

Adam Richardson

2010

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

https://hbr.org/2010/11/using-customer-journey-maps-to

Customer journey maps for content: Untangle complex insights and create better experiences

Lauren Pope

2021

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

https://gathercontent.com/blog/customer-journey-maps-for-content-because-theyre-not-just-for-ux

From touchpoints to journeys: Seeing the world as customers do

McKinsey & Co.

2016

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/from-touchpoints-to-journeys-seeing-the-world-as-customers-do

How to evaluate content using a content scorecard

Team CSI (contentstrategy.inc)

2016

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

https://contentstrategyinc.com/reviewing-content-the-content-scorecard/

Creating Valuable Content: An Essential Checklist

Ahava Leibtag

2011

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

https://contentmarketinginstitute.com/2011/04/valuable-content-checklist/

Why Traditional Content Audits Aren’t Enough

Ahava Leibtag

2011

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

https://contentmarketinginstitute.com/2011/01/content-audits/

From Content Audit to Design Insight: How a content audit facilitates decision-making and influences design strategy

Christopher Detzi

2012

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

https://uxmag.com/articles/from-content-audit-to-design-insight

UX audits and their importance in the design process

Katie Orenstein

2018

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

https://uxdesign.cc/ux-audits-and-their-importance-in-the-design-process-55264e55ffd1

What we learned from a large scale content audit

Mark Green and Steph Wilson

2018

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

https://insidegovuk.blog.gov.uk/2018/02/23/what-we-learned-from-a-large-scale-content-audit/

Taking a Content Inventory

Janice Crotty Fraser

2002

A classic article on the mechanics of setting up and conducting a content inventory and audit.

https://www.drdobbs.com/taking-a-content-inventory/184413339

Content Analysis: A Practical Approach

Colleen Jones

2009

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

https://www.uxmatters.com/mt/archives/2009/08/content-analysis-a-practical-approach.php

Toward Content Quality

Colleen Jones

2009

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

https://www.uxmatters.com/mt/archives/2009/04/toward-content-quality.php

Content Analysis Heuristics

Fred Leise

2007

Classic list of heuristics to include in a content audit.

https://boxesandarrows.com/content-analysis-heuristics/

How to Conduct A Content Audit

Donna Spencer

2014

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

https://uxmastery.com/how-to-conduct-a-content-audit/

How to run the perfect content audit

Luke Chaput de Saintonge

2017

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

3 steps to prepare for an effective content audit

Luke Chaput de Saintonge

2017

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

https://gathercontent.com/blog/3-steps-prepare-effective-content-audit

How to plan a content audit that works for you

Lauren Pope

2020

Quick read with focus on audit context and criteria.

https://gathercontent.com/blog/how-to-plan-a-content-audit-that-works-for-you

From manual content inventories to dynamic content insights with David Hobbs

David Hobbs

Undated

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

https://omnichannelx.digital/content-inventory-visualisation-david-hobbs/

Before the Spreadsheet

David Hobbs

2021

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

https://davidhobbsconsulting.com/articles/before-the-spreadsheet

Designing for Voice

Spotify Design

2020

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

https://spotify.design/article/designing-for-voice

The Content Technologist

Deborah Carver

Ongoing

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

https://www.content-technologist.com/

Omnichannel Content Strategy

Avenue CX

Undated

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

https://omnichannelcontentstrategy.com/

Content Design / UX Writing Certificate Program

School of Visual Concepts

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

https://www.svcseattle.com/

Content Strategy: Connecting the dots between business, brand, and benefits

Rahel Anne Bailie & Noz Urbina

2012

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

https://xmlpress.net/publications/content-strategy/

The Making of a Manager: What to Do When Everyone Looks to You

Jule Zhuo

2019

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

https://www.penguinrandomhouse.com/books/558155/the-making-of-a-manager-by-julie-zhuo/

Mindshift: Break Through Obstacles to Learning and Discover Your Hidden Potential

Barbara Oakley, PhD

2017

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

https://www.penguinrandomhouse.com/books/530917/mindshift-by-barbara-oakley-phd/

Tribe of Mentors: Short Life Advice from the Best in the World

Tim Ferriss

2017

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

https://www.harpercollins.com/products/tribe-of-mentors-timothy-ferriss

Content Strategy for the Web

Kristina Halvorsen & Melissa Rach

2012

Accessible, popular book introducing the topic of content strategy.

https://www.peachpit.com/store/content-strategy-for-the-web-9780132883238

Managing Chaos: Digital Governance by Design

Lisa Welchman

2015

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

https://rosenfeldmedia.com/books/managing-chaos/

Content Strategy Toolkit, The: Methods, Guidelines, and Templates for Getting Content Right (Voices That Matter)

Meghan Casey

2015

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

https://www.peachpit.com/store/content-strategy-toolkit-methods-guidelines-and-templates-9780134105109

Enterprise Content Strategy: A Project Guide

Kevin P. Nichols

2015

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

https://xmlpress.net/content-strategy/enterprise-content-strategy/

Writing Is Designing: Words and the User Experience

Michael J. Metts & Andy Welfle

2020

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

https://rosenfeldmedia.com/books/writing-is-designing/

The Web Project Guide: From Spark to Launch and Beyond

Corey Vilhauer & Deane Barker

2021

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

https://webproject.guide/

Web Content Management: Systems, Features, and Best Practices, 1st Edition

Deane Barker

2016

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

https://www.oreilly.com/library/view/web-content-management/9781491908112/

Real World Content Modeling: A Field Guide to CMS Features and Architecture

Deane Barker

2019

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

https://deanebarker.net/books/real-world-content-modeling/

Managing Enterprise Content: A Unified Content Strategy, 2nd Edition

Ann Rockley

2012

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

https://www.peachpit.com/store/managing-enterprise-content-a-unified-content-strategy-9780321815361

The Content Management Bible, 2nd Edition

Bob Boiko

2004

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

https://www.wiley.com/en-us/Content+Management+Bible%2C+2nd+Edition-p-9780764583643

Content Design

Sarah Richards

2017

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

https://contentdesign.london/store/the-content-design-book/

Content Audits and Inventories

Paula Land

2014

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

https://xmlpress.net/content-strategy/audits-and-inventories/

Meaningful Work: A Quest to Do Great Business, Find Your Calling, and Feed Your Soul

Shawn Askinosie

2017

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

https://www.penguinrandomhouse.com/books/547277/meaningful-work-by-shawn-askinosie-with-lawren-askinosie/

Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

Torrey Podmajersky

2019

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

https://www.oreilly.com/library/view/strategic-writing-for/9781492049388/

Career Architecture

Mags Hanley

Undated

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

https://www.magshanley.com/career-architecture-book

Storytelling & Communication

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

https://trailhead.salesforce.com/en/content/learn/modules/manage_the_sfdc_storytelling

Career Development Planning

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

https://trailhead.salesforce.com/en/content/learn/modules/career-development-planning

Content Knowledge is Power

Sara Wachter-Boettcher

2013

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

https://www.smashingmagazine.com/2013/04/content-knowledge-is-power/

Winning at Omnichannel Starts From Within

Rhiana Matthew, PublicisSapient

Undated

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

https://www.publicissapient.com/insights/winning-at-omnichannel-starts-from-within

Omnichannel: The path to value

Holly Briedis, Brian Gregg, Kevin Heidenreich, and Wei Wei Liu, McKinsey & Co.

2021

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-survival-guide-to-omnichannel-and-the-path-to-value

OmnichannelX

Organized by Noz Urbina

Annual

Yearly conference dedicated to the topic of omnichannel content strategy.

https://omnichannelx.digital/

Weeding the worst content: Learning from librarians

ContentStrategyInc.

2016

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

https://contentstrategyinc.com/weeding-the-worst-content-learning-from-librarians/

Content Strategy: 5 Essentials for Governance Success

Ahava Leibtag

2011

Defines governance in the context of content strategy and discusses business practices needed for success.

https://www.cmswire.com/cms/web-engagement/content-strategy-5-essentials-for-governance-success-011426.php

Developing a Content Maintenance and Governance Strategy

Seth Earley

Undated

Discusses operationalizing governance, the components of it, and how to establish a governance team.

http://www.earley.com/insights/developing-content-maintenance-and-governance-strategy

Web Governance: Becoming an Agent of Change

Jonathan Kahn

2011

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

https://alistapart.com/article/web-governance-becoming-an-agent-of-change/

Conversational Design

Erika Hall

2018

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

https://abookapart.com/products/conversational-design

Building a Career in Conversation Design

Botsociety

2020

Podcast interview with a Facebook conversation designer

https://botsociety.io/blog/2020/02/hilary-hayes-on-building/

Conversation Design Workflows

Botsociety

2021

Product-demo video that shows a detailed design example using Botsociety.

https://www.youtube.com/watch?v=muQm-4MeRSE

How to Start Designing a Conversation UI

Rachel Blank

2022

Detail article about how to start the conversation-design process

https://medium.com/salesforce-ux/how-to-start-designing-a-conversation-ui-4686cb8e78fb

How To Design A Chatbot Script

Hillary Black

Undated

Ebook covering the process for designing chatbots, including tools, flows, templates.

https://hillaryblack.gumroad.com/l/conversationdesign

Chatbot Writing & Design

UX Content Collective

Undated

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

https://uxcontent.com/chatbot-writing/

Designing Voice Experience

Arun George

2017

Detailed overview of a voice designer's approach to their work.

https://uxdesign.cc/voice-user-experience-design-and-prototyping-for-mere-mortals-ef080c843640

How to Design for Voice: 5 Tips to Get Started

Florence Collins

2017

Tips from an experienced voice designer on making the transition from GUI to VUI.

https://usabilitygeek.com/how-to-design-for-voice/

Voice Content and Usability

Preston So

2021

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

https://abookapart.com/products/voice-content-and-usability

Phillip Hunter on Design for Conversation

Jorge Arango

2020

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

https://theinformed.life/2020/11/22/episode-49-phillip-hunter/

Conversations with Things: UX Design for Chat and Voice

Diana Deibel & Rebecca Evanhoe

2021

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

https://rosenfeldmedia.com/books/conversations-with-things/

How I’ve approached content operations at BT

Rachel McConnell

2020

Personal account of how an industry leader built a content operation.

https://medium.com/bts-design-team/how-ive-approached-content-operations-at-bt-f65cd1b7b4e1

What Is Content Operations? A Straight-Forward Guide

Lauren Gregory

2022

Marketing-focused article that outlines the practive of content ops and its benefits.

https://blog.hubspot.com/marketing/content-operations

Content operations masterclass

Rahel Anne Bailie

On Demand

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

https://courses.utterlycontent.com/p/content-operations-masterclass

Principles, Not Prescriptions: The coming of age of ContentOps

Rahel Anne Bailie

2018

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

https://gathercontent.com/events/principles-not-prescriptions-the-coming-of-age-of-contentops

The Business Value of Content Operations at Any Scale

Towards a Smarter World

2021

Podcast interview with Rahel Bailie.

https://simplea.com/Treasury/Podcasts/Business-Value-of-Content-Operations

Scriptorium’s Content Ops Manifesto

Sarah O'Keefe

2021

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

https://www.scriptorium.com/2021/08/scriptoriums-content-ops-manifesto/

What is ‘ContentOps’ and why should you invest in it?

GatherContent

Undated

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

https://gathercontent.com/content-operations

Web Migration Handbook, v2

David Hobbs

Undated

Detailed, step-by-step handbook for planning and executing content migrations.

https://davidhobbsconsulting.com/products/migration-handbook

How to Migrate Content Into a CMS

David Hobbs

2018

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

https://davidhobbsconsulting.com/articles/how-migrate-content-cms

What is content design?

Sarah Winters

2019

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

https://contentdesign.london/content-design/what-is-content-design/

Search Analytics for Your Site: Conversations with Your Customers

Louis Rosenfeld

2011

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

https://rosenfeldmedia.com/books/search-analytics-for-your-site/

Data-Driven Content: How to Use Data to Write Effective Website Content

Jen Boland

2021

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

https://teamallegiance.com/resources/data-driven-content-how-use-data-write-effective-website-content/

Customer Journeys

Kevin P. Nichols, Rebecca Schneider

Undated

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

https://omnichannelcontentstrategy.com/customer-journeys/

Map the Gap: A Simple Grid Approach to Successful Content Gap Analysis

Paula Land

Undated

Article about finding content gaps that uses the customer journey as a way to identify gaps.

https://strategiccontent.com/map-the-gap

Creating a Successful Customer Journey and Content Mapping

Kevin P. Nichols

2020

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

https://www.brighttalk.com/webcast/9273/425623/creating-a-successful-customer-journey-and-content-mapping

Mapping Content to the Customer Journey: 5 Keys to Success with Kevin Nichols

Kevin P. Nichols

2017

Slides from a presentation by Kevin Nichols at Information Development World

https://www.slideshare.net/InfoDevWorld/mapping-content-to-the-customer-journey-5-keys-to-success-with-kevin-nichols

Customer Journey Example PDF

Kevin P. Nichols

2021

Template for developing a customer journey following Kevin Nichols' process.

https://kevinpnichols.com/blog/getting-started-with-mapping-content-to-customer-journeys-key-ingredients-for-success/kevinpnicholscustomerjourneyexample/

Using Customer Journey Maps to Improve Customer Experience

Adam Richardson

2010

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

https://hbr.org/2010/11/using-customer-journey-maps-to

Customer journey maps for content: Untangle complex insights and create better experiences

Lauren Pope

2021

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

https://gathercontent.com/blog/customer-journey-maps-for-content-because-theyre-not-just-for-ux

From touchpoints to journeys: Seeing the world as customers do

McKinsey & Co.

2016

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/from-touchpoints-to-journeys-seeing-the-world-as-customers-do

How to evaluate content using a content scorecard

Team CSI (contentstrategy.inc)

2016

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

https://contentstrategyinc.com/reviewing-content-the-content-scorecard/

Creating Valuable Content: An Essential Checklist

Ahava Leibtag

2011

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

https://contentmarketinginstitute.com/2011/04/valuable-content-checklist/

Why Traditional Content Audits Aren’t Enough

Ahava Leibtag

2011

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

https://contentmarketinginstitute.com/2011/01/content-audits/

From Content Audit to Design Insight: How a content audit facilitates decision-making and influences design strategy

Christopher Detzi

2012

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

https://uxmag.com/articles/from-content-audit-to-design-insight

UX audits and their importance in the design process

Katie Orenstein

2018

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

https://uxdesign.cc/ux-audits-and-their-importance-in-the-design-process-55264e55ffd1

What we learned from a large scale content audit

Mark Green and Steph Wilson

2018

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

https://insidegovuk.blog.gov.uk/2018/02/23/what-we-learned-from-a-large-scale-content-audit/

Taking a Content Inventory

Janice Crotty Fraser

2002

A classic article on the mechanics of setting up and conducting a content inventory and audit.

https://www.drdobbs.com/taking-a-content-inventory/184413339

Content Analysis: A Practical Approach

Colleen Jones

2009

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

https://www.uxmatters.com/mt/archives/2009/08/content-analysis-a-practical-approach.php

Toward Content Quality

Colleen Jones

2009

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

https://www.uxmatters.com/mt/archives/2009/04/toward-content-quality.php

Content Analysis Heuristics

Fred Leise

2007

Classic list of heuristics to include in a content audit.

https://boxesandarrows.com/content-analysis-heuristics/

How to Conduct A Content Audit

Donna Spencer

2014

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

https://uxmastery.com/how-to-conduct-a-content-audit/

How to run the perfect content audit

Luke Chaput de Saintonge

2017

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

3 steps to prepare for an effective content audit

Luke Chaput de Saintonge

2017

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

https://gathercontent.com/blog/3-steps-prepare-effective-content-audit

How to plan a content audit that works for you

Lauren Pope

2020

Quick read with focus on audit context and criteria.

https://gathercontent.com/blog/how-to-plan-a-content-audit-that-works-for-you

From manual content inventories to dynamic content insights with David Hobbs

David Hobbs

Undated

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

https://omnichannelx.digital/content-inventory-visualisation-david-hobbs/

Before the Spreadsheet

David Hobbs

2021

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

https://davidhobbsconsulting.com/articles/before-the-spreadsheet

Designing for Voice

Spotify Design

2020

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

https://spotify.design/article/designing-for-voice

The Content Technologist

Deborah Carver

Ongoing

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

https://www.content-technologist.com/

Omnichannel Content Strategy

Avenue CX

Undated

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

https://omnichannelcontentstrategy.com/

Content Design / UX Writing Certificate Program

School of Visual Concepts

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

https://www.svcseattle.com/

Content Strategy: Connecting the dots between business, brand, and benefits

Rahel Anne Bailie & Noz Urbina

2012

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

https://xmlpress.net/publications/content-strategy/

The Making of a Manager: What to Do When Everyone Looks to You

Jule Zhuo

2019

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

https://www.penguinrandomhouse.com/books/558155/the-making-of-a-manager-by-julie-zhuo/

Mindshift: Break Through Obstacles to Learning and Discover Your Hidden Potential

Barbara Oakley, PhD

2017

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

https://www.penguinrandomhouse.com/books/530917/mindshift-by-barbara-oakley-phd/

Tribe of Mentors: Short Life Advice from the Best in the World

Tim Ferriss

2017

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

https://www.harpercollins.com/products/tribe-of-mentors-timothy-ferriss

Content Strategy for the Web

Kristina Halvorsen & Melissa Rach

2012

Accessible, popular book introducing the topic of content strategy.

https://www.peachpit.com/store/content-strategy-for-the-web-9780132883238

Managing Chaos: Digital Governance by Design

Lisa Welchman

2015

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

https://rosenfeldmedia.com/books/managing-chaos/

Content Strategy Toolkit, The: Methods, Guidelines, and Templates for Getting Content Right (Voices That Matter)

Meghan Casey

2015

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

https://www.peachpit.com/store/content-strategy-toolkit-methods-guidelines-and-templates-9780134105109

Enterprise Content Strategy: A Project Guide

Kevin P. Nichols

2015

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

https://xmlpress.net/content-strategy/enterprise-content-strategy/

Writing Is Designing: Words and the User Experience

Michael J. Metts & Andy Welfle

2020

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

https://rosenfeldmedia.com/books/writing-is-designing/

The Web Project Guide: From Spark to Launch and Beyond

Corey Vilhauer & Deane Barker

2021

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

https://webproject.guide/

Web Content Management: Systems, Features, and Best Practices, 1st Edition

Deane Barker

2016

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

https://www.oreilly.com/library/view/web-content-management/9781491908112/

Real World Content Modeling: A Field Guide to CMS Features and Architecture

Deane Barker

2019

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

https://deanebarker.net/books/real-world-content-modeling/

Managing Enterprise Content: A Unified Content Strategy, 2nd Edition

Ann Rockley

2012

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

https://www.peachpit.com/store/managing-enterprise-content-a-unified-content-strategy-9780321815361

The Content Management Bible, 2nd Edition

Bob Boiko

2004

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

https://www.wiley.com/en-us/Content+Management+Bible%2C+2nd+Edition-p-9780764583643

Content Design

Sarah Richards

2017

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

https://contentdesign.london/store/the-content-design-book/

Content Audits and Inventories

Paula Land

2014

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

https://xmlpress.net/content-strategy/audits-and-inventories/

Meaningful Work: A Quest to Do Great Business, Find Your Calling, and Feed Your Soul

Shawn Askinosie

2017

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

https://www.penguinrandomhouse.com/books/547277/meaningful-work-by-shawn-askinosie-with-lawren-askinosie/

Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

Torrey Podmajersky

2019

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

https://www.oreilly.com/library/view/strategic-writing-for/9781492049388/

Career Architecture

Mags Hanley

Undated

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

https://www.magshanley.com/career-architecture-book

Storytelling & Communication

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

https://trailhead.salesforce.com/en/content/learn/modules/manage_the_sfdc_storytelling

Career Development Planning

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

https://trailhead.salesforce.com/en/content/learn/modules/career-development-planning

Content Knowledge is Power

Sara Wachter-Boettcher

2013

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

https://www.smashingmagazine.com/2013/04/content-knowledge-is-power/

Winning at Omnichannel Starts From Within

Rhiana Matthew, PublicisSapient

Undated

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

https://www.publicissapient.com/insights/winning-at-omnichannel-starts-from-within

Omnichannel: The path to value

Holly Briedis, Brian Gregg, Kevin Heidenreich, and Wei Wei Liu, McKinsey & Co.

2021

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-survival-guide-to-omnichannel-and-the-path-to-value

OmnichannelX

Organized by Noz Urbina

Annual

Yearly conference dedicated to the topic of omnichannel content strategy.

https://omnichannelx.digital/

Weeding the worst content: Learning from librarians

ContentStrategyInc.

2016

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

https://contentstrategyinc.com/weeding-the-worst-content-learning-from-librarians/

Content Strategy: 5 Essentials for Governance Success

Ahava Leibtag

2011

Defines governance in the context of content strategy and discusses business practices needed for success.

https://www.cmswire.com/cms/web-engagement/content-strategy-5-essentials-for-governance-success-011426.php

Developing a Content Maintenance and Governance Strategy

Seth Earley

Undated

Discusses operationalizing governance, the components of it, and how to establish a governance team.

http://www.earley.com/insights/developing-content-maintenance-and-governance-strategy

Web Governance: Becoming an Agent of Change

Jonathan Kahn

2011

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

https://alistapart.com/article/web-governance-becoming-an-agent-of-change/

Conversational Design

Erika Hall

2018

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

https://abookapart.com/products/conversational-design

Building a Career in Conversation Design

Botsociety

2020

Podcast interview with a Facebook conversation designer

https://botsociety.io/blog/2020/02/hilary-hayes-on-building/

Conversation Design Workflows

Botsociety

2021

Product-demo video that shows a detailed design example using Botsociety.

https://www.youtube.com/watch?v=muQm-4MeRSE

How to Start Designing a Conversation UI

Rachel Blank

2022

Detail article about how to start the conversation-design process

https://medium.com/salesforce-ux/how-to-start-designing-a-conversation-ui-4686cb8e78fb

How To Design A Chatbot Script

Hillary Black

Undated

Ebook covering the process for designing chatbots, including tools, flows, templates.

https://hillaryblack.gumroad.com/l/conversationdesign

Chatbot Writing & Design

UX Content Collective

Undated

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

https://uxcontent.com/chatbot-writing/

Designing Voice Experience

Arun George

2017

Detailed overview of a voice designer's approach to their work.

https://uxdesign.cc/voice-user-experience-design-and-prototyping-for-mere-mortals-ef080c843640

How to Design for Voice: 5 Tips to Get Started

Florence Collins

2017

Tips from an experienced voice designer on making the transition from GUI to VUI.

https://usabilitygeek.com/how-to-design-for-voice/

Voice Content and Usability

Preston So

2021

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

https://abookapart.com/products/voice-content-and-usability

Phillip Hunter on Design for Conversation

Jorge Arango

2020

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

https://theinformed.life/2020/11/22/episode-49-phillip-hunter/

Conversations with Things: UX Design for Chat and Voice

Diana Deibel & Rebecca Evanhoe

2021

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

https://rosenfeldmedia.com/books/conversations-with-things/

How I’ve approached content operations at BT

Rachel McConnell

2020

Personal account of how an industry leader built a content operation.

https://medium.com/bts-design-team/how-ive-approached-content-operations-at-bt-f65cd1b7b4e1

What Is Content Operations? A Straight-Forward Guide

Lauren Gregory

2022

Marketing-focused article that outlines the practive of content ops and its benefits.

https://blog.hubspot.com/marketing/content-operations

Content operations masterclass

Rahel Anne Bailie

On Demand

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

https://courses.utterlycontent.com/p/content-operations-masterclass

Principles, Not Prescriptions: The coming of age of ContentOps

Rahel Anne Bailie

2018

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

https://gathercontent.com/events/principles-not-prescriptions-the-coming-of-age-of-contentops

The Business Value of Content Operations at Any Scale

Towards a Smarter World

2021

Podcast interview with Rahel Bailie.

https://simplea.com/Treasury/Podcasts/Business-Value-of-Content-Operations

Scriptorium’s Content Ops Manifesto

Sarah O'Keefe

2021

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

https://www.scriptorium.com/2021/08/scriptoriums-content-ops-manifesto/

What is ‘ContentOps’ and why should you invest in it?

GatherContent

Undated

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

https://gathercontent.com/content-operations

Web Migration Handbook, v2

David Hobbs

Undated

Detailed, step-by-step handbook for planning and executing content migrations.

https://davidhobbsconsulting.com/products/migration-handbook

How to Migrate Content Into a CMS

David Hobbs

2018

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

https://davidhobbsconsulting.com/articles/how-migrate-content-cms

What is content design?

Sarah Winters

2019

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

https://contentdesign.london/content-design/what-is-content-design/

Search Analytics for Your Site: Conversations with Your Customers

Louis Rosenfeld

2011

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

https://rosenfeldmedia.com/books/search-analytics-for-your-site/

Data-Driven Content: How to Use Data to Write Effective Website Content

Jen Boland

2021

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

https://teamallegiance.com/resources/data-driven-content-how-use-data-write-effective-website-content/

Customer Journeys

Kevin P. Nichols, Rebecca Schneider

Undated

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

https://omnichannelcontentstrategy.com/customer-journeys/

Map the Gap: A Simple Grid Approach to Successful Content Gap Analysis

Paula Land

Undated

Article about finding content gaps that uses the customer journey as a way to identify gaps.

https://strategiccontent.com/map-the-gap

Creating a Successful Customer Journey and Content Mapping

Kevin P. Nichols

2020

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

https://www.brighttalk.com/webcast/9273/425623/creating-a-successful-customer-journey-and-content-mapping

Mapping Content to the Customer Journey: 5 Keys to Success with Kevin Nichols

Kevin P. Nichols

2017

Slides from a presentation by Kevin Nichols at Information Development World

https://www.slideshare.net/InfoDevWorld/mapping-content-to-the-customer-journey-5-keys-to-success-with-kevin-nichols

Customer Journey Example PDF

Kevin P. Nichols

2021

Template for developing a customer journey following Kevin Nichols' process.

https://kevinpnichols.com/blog/getting-started-with-mapping-content-to-customer-journeys-key-ingredients-for-success/kevinpnicholscustomerjourneyexample/

Using Customer Journey Maps to Improve Customer Experience

Adam Richardson

2010

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

https://hbr.org/2010/11/using-customer-journey-maps-to

Customer journey maps for content: Untangle complex insights and create better experiences

Lauren Pope

2021

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

https://gathercontent.com/blog/customer-journey-maps-for-content-because-theyre-not-just-for-ux

From touchpoints to journeys: Seeing the world as customers do

McKinsey & Co.

2016

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/from-touchpoints-to-journeys-seeing-the-world-as-customers-do

How to evaluate content using a content scorecard

Team CSI (contentstrategy.inc)

2016

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

https://contentstrategyinc.com/reviewing-content-the-content-scorecard/

Creating Valuable Content: An Essential Checklist

Ahava Leibtag

2011

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

https://contentmarketinginstitute.com/2011/04/valuable-content-checklist/

Why Traditional Content Audits Aren’t Enough

Ahava Leibtag

2011

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

https://contentmarketinginstitute.com/2011/01/content-audits/

From Content Audit to Design Insight: How a content audit facilitates decision-making and influences design strategy

Christopher Detzi

2012

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

https://uxmag.com/articles/from-content-audit-to-design-insight

UX audits and their importance in the design process

Katie Orenstein

2018

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

https://uxdesign.cc/ux-audits-and-their-importance-in-the-design-process-55264e55ffd1

What we learned from a large scale content audit

Mark Green and Steph Wilson

2018

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

https://insidegovuk.blog.gov.uk/2018/02/23/what-we-learned-from-a-large-scale-content-audit/

Taking a Content Inventory

Janice Crotty Fraser

2002

A classic article on the mechanics of setting up and conducting a content inventory and audit.

https://www.drdobbs.com/taking-a-content-inventory/184413339

Content Analysis: A Practical Approach

Colleen Jones

2009

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

https://www.uxmatters.com/mt/archives/2009/08/content-analysis-a-practical-approach.php

Toward Content Quality

Colleen Jones

2009

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

https://www.uxmatters.com/mt/archives/2009/04/toward-content-quality.php

Content Analysis Heuristics

Fred Leise

2007

Classic list of heuristics to include in a content audit.

https://boxesandarrows.com/content-analysis-heuristics/

How to Conduct A Content Audit

Donna Spencer

2014

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

https://uxmastery.com/how-to-conduct-a-content-audit/

How to run the perfect content audit

Luke Chaput de Saintonge

2017

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

3 steps to prepare for an effective content audit

Luke Chaput de Saintonge

2017

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

https://gathercontent.com/blog/3-steps-prepare-effective-content-audit

How to plan a content audit that works for you

Lauren Pope

2020

Quick read with focus on audit context and criteria.

https://gathercontent.com/blog/how-to-plan-a-content-audit-that-works-for-you

From manual content inventories to dynamic content insights with David Hobbs

David Hobbs

Undated

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

https://omnichannelx.digital/content-inventory-visualisation-david-hobbs/

Before the Spreadsheet

David Hobbs

2021

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

https://davidhobbsconsulting.com/articles/before-the-spreadsheet

Designing for Voice

Spotify Design

2020

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

https://spotify.design/article/designing-for-voice

The Content Technologist

Deborah Carver

Ongoing

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

https://www.content-technologist.com/

Omnichannel Content Strategy

Avenue CX

Undated

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

https://omnichannelcontentstrategy.com/

Content Design / UX Writing Certificate Program

School of Visual Concepts

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

https://www.svcseattle.com/

Content Strategy: Connecting the dots between business, brand, and benefits

Rahel Anne Bailie & Noz Urbina

2012

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

https://xmlpress.net/publications/content-strategy/

The Making of a Manager: What to Do When Everyone Looks to You

Jule Zhuo

2019

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

https://www.penguinrandomhouse.com/books/558155/the-making-of-a-manager-by-julie-zhuo/

Mindshift: Break Through Obstacles to Learning and Discover Your Hidden Potential

Barbara Oakley, PhD

2017

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

https://www.penguinrandomhouse.com/books/530917/mindshift-by-barbara-oakley-phd/

Tribe of Mentors: Short Life Advice from the Best in the World

Tim Ferriss

2017

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

https://www.harpercollins.com/products/tribe-of-mentors-timothy-ferriss

Content Strategy for the Web

Kristina Halvorsen & Melissa Rach

2012

Accessible, popular book introducing the topic of content strategy.

https://www.peachpit.com/store/content-strategy-for-the-web-9780132883238

Managing Chaos: Digital Governance by Design

Lisa Welchman

2015

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

https://rosenfeldmedia.com/books/managing-chaos/

Content Strategy Toolkit, The: Methods, Guidelines, and Templates for Getting Content Right (Voices That Matter)

Meghan Casey

2015

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

https://www.peachpit.com/store/content-strategy-toolkit-methods-guidelines-and-templates-9780134105109

Enterprise Content Strategy: A Project Guide

Kevin P. Nichols

2015

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

https://xmlpress.net/content-strategy/enterprise-content-strategy/

Writing Is Designing: Words and the User Experience

Michael J. Metts & Andy Welfle

2020

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

https://rosenfeldmedia.com/books/writing-is-designing/

The Web Project Guide: From Spark to Launch and Beyond

Corey Vilhauer & Deane Barker

2021

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

https://webproject.guide/

Web Content Management: Systems, Features, and Best Practices, 1st Edition

Deane Barker

2016

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

https://www.oreilly.com/library/view/web-content-management/9781491908112/

Real World Content Modeling: A Field Guide to CMS Features and Architecture

Deane Barker

2019

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

https://deanebarker.net/books/real-world-content-modeling/

Managing Enterprise Content: A Unified Content Strategy, 2nd Edition

Ann Rockley

2012

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

https://www.peachpit.com/store/managing-enterprise-content-a-unified-content-strategy-9780321815361

The Content Management Bible, 2nd Edition

Bob Boiko

2004

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

https://www.wiley.com/en-us/Content+Management+Bible%2C+2nd+Edition-p-9780764583643

Content Design

Sarah Richards

2017

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

https://contentdesign.london/store/the-content-design-book/

Content Audits and Inventories

Paula Land

2014

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

https://xmlpress.net/content-strategy/audits-and-inventories/

Meaningful Work: A Quest to Do Great Business, Find Your Calling, and Feed Your Soul

Shawn Askinosie

2017

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

https://www.penguinrandomhouse.com/books/547277/meaningful-work-by-shawn-askinosie-with-lawren-askinosie/

Strategic Writing for UX: Drive Engagement, Conversion, and Retention with Every Word

Torrey Podmajersky

2019

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

https://www.oreilly.com/library/view/strategic-writing-for/9781492049388/

Career Architecture

Mags Hanley

Undated

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

https://www.magshanley.com/career-architecture-book

Storytelling & Communication

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

https://trailhead.salesforce.com/en/content/learn/modules/manage_the_sfdc_storytelling

Career Development Planning

Salesforce

Undated

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

https://trailhead.salesforce.com/en/content/learn/modules/career-development-planning

Content Knowledge is Power

Sara Wachter-Boettcher

2013

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

https://www.smashingmagazine.com/2013/04/content-knowledge-is-power/

Winning at Omnichannel Starts From Within

Rhiana Matthew, PublicisSapient

Undated

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

https://www.publicissapient.com/insights/winning-at-omnichannel-starts-from-within

Omnichannel: The path to value

Holly Briedis, Brian Gregg, Kevin Heidenreich, and Wei Wei Liu, McKinsey & Co.

2021

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-survival-guide-to-omnichannel-and-the-path-to-value

OmnichannelX

Organized by Noz Urbina

Annual

Yearly conference dedicated to the topic of omnichannel content strategy.

https://omnichannelx.digital/

Weeding the worst content: Learning from librarians

ContentStrategyInc.

2016

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

https://contentstrategyinc.com/weeding-the-worst-content-learning-from-librarians/

Content Strategy: 5 Essentials for Governance Success

Ahava Leibtag

2011

Defines governance in the context of content strategy and discusses business practices needed for success.

https://www.cmswire.com/cms/web-engagement/content-strategy-5-essentials-for-governance-success-011426.php

Developing a Content Maintenance and Governance Strategy

Seth Earley

Undated

Discusses operationalizing governance, the components of it, and how to establish a governance team.

http://www.earley.com/insights/developing-content-maintenance-and-governance-strategy

Web Governance: Becoming an Agent of Change

Jonathan Kahn

2011

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

https://alistapart.com/article/web-governance-becoming-an-agent-of-change/

Conversational Design

Erika Hall

2018

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

https://abookapart.com/products/conversational-design

Building a Career in Conversation Design

Botsociety

2020

Podcast interview with a Facebook conversation designer

https://botsociety.io/blog/2020/02/hilary-hayes-on-building/

Conversation Design Workflows

Botsociety

2021

Product-demo video that shows a detailed design example using Botsociety.

https://www.youtube.com/watch?v=muQm-4MeRSE

How to Start Designing a Conversation UI

Rachel Blank

2022

Detail article about how to start the conversation-design process

https://medium.com/salesforce-ux/how-to-start-designing-a-conversation-ui-4686cb8e78fb

How To Design A Chatbot Script

Hillary Black

Undated

Ebook covering the process for designing chatbots, including tools, flows, templates.

https://hillaryblack.gumroad.com/l/conversationdesign

Chatbot Writing & Design

UX Content Collective

Undated

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

https://uxcontent.com/chatbot-writing/

Designing Voice Experience

Arun George

2017

Detailed overview of a voice designer's approach to their work.

https://uxdesign.cc/voice-user-experience-design-and-prototyping-for-mere-mortals-ef080c843640

How to Design for Voice: 5 Tips to Get Started

Florence Collins

2017

Tips from an experienced voice designer on making the transition from GUI to VUI.

https://usabilitygeek.com/how-to-design-for-voice/

Voice Content and Usability

Preston So

2021

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

https://abookapart.com/products/voice-content-and-usability

Phillip Hunter on Design for Conversation

Jorge Arango

2020

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

https://theinformed.life/2020/11/22/episode-49-phillip-hunter/

Conversations with Things: UX Design for Chat and Voice

Diana Deibel & Rebecca Evanhoe

2021

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

https://rosenfeldmedia.com/books/conversations-with-things/

How I’ve approached content operations at BT

Rachel McConnell

2020

Personal account of how an industry leader built a content operation.

https://medium.com/bts-design-team/how-ive-approached-content-operations-at-bt-f65cd1b7b4e1

What Is Content Operations? A Straight-Forward Guide

Lauren Gregory

2022

Marketing-focused article that outlines the practive of content ops and its benefits.

https://blog.hubspot.com/marketing/content-operations

Content operations masterclass

Rahel Anne Bailie

On Demand

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

https://courses.utterlycontent.com/p/content-operations-masterclass

Principles, Not Prescriptions: The coming of age of ContentOps

Rahel Anne Bailie

2018

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

https://gathercontent.com/events/principles-not-prescriptions-the-coming-of-age-of-contentops

The Business Value of Content Operations at Any Scale

Towards a Smarter World

2021

Podcast interview with Rahel Bailie.

https://simplea.com/Treasury/Podcasts/Business-Value-of-Content-Operations

Scriptorium’s Content Ops Manifesto

Sarah O'Keefe

2021

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

https://www.scriptorium.com/2021/08/scriptoriums-content-ops-manifesto/

What is ‘ContentOps’ and why should you invest in it?

GatherContent

Undated

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

https://gathercontent.com/content-operations

Web Migration Handbook, v2

David Hobbs

Undated

Detailed, step-by-step handbook for planning and executing content migrations.

https://davidhobbsconsulting.com/products/migration-handbook

How to Migrate Content Into a CMS

David Hobbs

2018

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

https://davidhobbsconsulting.com/articles/how-migrate-content-cms

What is content design?

Sarah Winters

2019

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

https://contentdesign.london/content-design/what-is-content-design/

Search Analytics for Your Site: Conversations with Your Customers

Louis Rosenfeld

2011

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

https://rosenfeldmedia.com/books/search-analytics-for-your-site/

Data-Driven Content: How to Use Data to Write Effective Website Content

Jen Boland

2021

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

https://teamallegiance.com/resources/data-driven-content-how-use-data-write-effective-website-content/

Customer Journeys

Kevin P. Nichols, Rebecca Schneider

Undated

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

https://omnichannelcontentstrategy.com/customer-journeys/

Map the Gap: A Simple Grid Approach to Successful Content Gap Analysis

Paula Land

Undated

Article about finding content gaps that uses the customer journey as a way to identify gaps.

https://strategiccontent.com/map-the-gap

Creating a Successful Customer Journey and Content Mapping

Kevin P. Nichols

2020

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

https://www.brighttalk.com/webcast/9273/425623/creating-a-successful-customer-journey-and-content-mapping

Mapping Content to the Customer Journey: 5 Keys to Success with Kevin Nichols

Kevin P. Nichols

2017

Slides from a presentation by Kevin Nichols at Information Development World

https://www.slideshare.net/InfoDevWorld/mapping-content-to-the-customer-journey-5-keys-to-success-with-kevin-nichols

Customer Journey Example PDF

Kevin P. Nichols

2021

Template for developing a customer journey following Kevin Nichols' process.

https://kevinpnichols.com/blog/getting-started-with-mapping-content-to-customer-journeys-key-ingredients-for-success/kevinpnicholscustomerjourneyexample/

Using Customer Journey Maps to Improve Customer Experience

Adam Richardson

2010

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

https://hbr.org/2010/11/using-customer-journey-maps-to

Customer journey maps for content: Untangle complex insights and create better experiences

Lauren Pope

2021

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

https://gathercontent.com/blog/customer-journey-maps-for-content-because-theyre-not-just-for-ux

From touchpoints to journeys: Seeing the world as customers do

McKinsey & Co.

2016

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/from-touchpoints-to-journeys-seeing-the-world-as-customers-do

How to evaluate content using a content scorecard

Team CSI (contentstrategy.inc)

2016

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

https://contentstrategyinc.com/reviewing-content-the-content-scorecard/

Creating Valuable Content: An Essential Checklist

Ahava Leibtag

2011

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

https://contentmarketinginstitute.com/2011/04/valuable-content-checklist/

Why Traditional Content Audits Aren’t Enough

Ahava Leibtag

2011

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

https://contentmarketinginstitute.com/2011/01/content-audits/

From Content Audit to Design Insight: How a content audit facilitates decision-making and influences design strategy

Christopher Detzi

2012

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

https://uxmag.com/articles/from-content-audit-to-design-insight

UX audits and their importance in the design process

Katie Orenstein

2018

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

https://uxdesign.cc/ux-audits-and-their-importance-in-the-design-process-55264e55ffd1

What we learned from a large scale content audit

Mark Green and Steph Wilson

2018

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

https://insidegovuk.blog.gov.uk/2018/02/23/what-we-learned-from-a-large-scale-content-audit/

Taking a Content Inventory

Janice Crotty Fraser

2002

A classic article on the mechanics of setting up and conducting a content inventory and audit.

https://www.drdobbs.com/taking-a-content-inventory/184413339

Content Analysis: A Practical Approach

Colleen Jones

2009

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

https://www.uxmatters.com/mt/archives/2009/08/content-analysis-a-practical-approach.php

Toward Content Quality

Colleen Jones

2009

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

https://www.uxmatters.com/mt/archives/2009/04/toward-content-quality.php

Content Analysis Heuristics

Fred Leise

2007

Classic list of heuristics to include in a content audit.

https://boxesandarrows.com/content-analysis-heuristics/

How to Conduct A Content Audit

Donna Spencer

2014

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

https://uxmastery.com/how-to-conduct-a-content-audit/

How to run the perfect content audit

Luke Chaput de Saintonge

2017

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

3 steps to prepare for an effective content audit

Luke Chaput de Saintonge

2017

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

https://gathercontent.com/blog/3-steps-prepare-effective-content-audit

How to plan a content audit that works for you

Lauren Pope

2020

Quick read with focus on audit context and criteria.

https://gathercontent.com/blog/how-to-plan-a-content-audit-that-works-for-you

From manual content inventories to dynamic content insights with David Hobbs

David Hobbs

Undated

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

https://omnichannelx.digital/content-inventory-visualisation-david-hobbs/

Before the Spreadsheet

David Hobbs

2021

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

https://davidhobbsconsulting.com/articles/before-the-spreadsheet

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