Archive | 2010

The first Nashville Content Strategy Meetup!

OK, I’m excited to announce that we’re planning the first Nashville Content Strategy Meetup.

Mark your calendars now for:

Thursday, July 15
5:30-7p
Miro District

If you’re actively working in content strategy, curious about the topic, or just a person who enjoys a fun time with interesting people, this is the event for you.

We’ll talk about how we’d like the meetup to go from here. Several other cities have content strategy meetups, and some of them are very informal affairs, and others are structured learning events. We can do whatever we like with this group!

Please RSVP today on our meetup page.

The right way to do a content audit

At the wonderful Web Content 2010 conference this week, I heard a couple of interesting discussions about qualitative vs. quantitative content audits. Audits and inventories [here’s a nice discussion of the difference between audit and inventory] are the retail politics of content strategy. You’ve got to know what you’re working with or your effort risks being wasted or redundant.

And while few people seem to favorite this part of our work, most agree that it’s essential to figure out what you’re dealing with in existing content.

But there does seem to be a divide on whether or not it’s necessary to do a full inventory — a quantitative, page-by-page, item-by-item review and catalog of every piece of content you own. There is also a debate about whether it is better to do a cycle counting of your inventory as compared to an annual counting. While these Five Benefits of Cycle Counting Over Annual Inventory Counts would suggest that cycle counting is the better option, others would argue that it is not always necessary.

I hate to give you a wishy-washy answer, but I’m going to come down firmly on the “It depends,” side of the fence.

I got dragged into my first quantitative content inventory kicking and screaming several years ago. The site had several thousand documents, and my team and I had managed all of them from creation to expiration — so we knew in our heads exactly what was there. But the client wanted the comprehensive inventory, however redundant it seemed to me.

But [after the pain faded a bit] I can say that the quantitative was worth it. If key decisionmakers don’t know — and want to know — what’s there, you need a quantitative inventory. Even if you can describe what’s there, if you’re making decisions about direction and message and site design, nothing beats a full inventory.

We’re helping a client now with a smaller-scale quantitative inventory. They’re just moving to a real CMS for a new site, and there is some existing content, but it’s not in any one tool. So we all need to know what’s there — thus, a quantitative inventory is in order.

I do think there are places where you only need a qualitative review, though. Let’s say you’re working on a web project with some existing content. If your content is well organized in a good content management system, with great metadata, you may be able to simply do a qualitative audit — we have this kind of product description. Copy runs from X characters-X characters in length. Tone is technical. Etc.

I think this situation is rarer than we’d like to hope, but it’s out there.

FTC on “saving” journalism: Disaster waiting to happen

Lest you think your government works for you….

The FTC released a “discussion draft” document [PDF] this week that outlines some of the challenges facing the newspaper industry. It goes through through the motions of evaluating all these challenges as if the FTC’s role is to prop up the news business, and this is the first stab at testing the waters.

Let’s be clear, starting off. The Federal Trade Commission is responsible for promoting trade and preventing anti-competitive trusts. Nowhere that I see does its mission include “saving journalism.”

Indeed, the doctrine of freedom of the press should prevent government from talking about this topic at all. But we’ll get to that.

Jeff Jarvis goes into some nice detail about how stupid the perspective on this project is — the FTC is writing about newspapers, as if newspapers represent journalism. So let’s also be clear that “newspapers,” the “news industry” and “journalism” are not necessarily the same thing. Journalism is primarily [but not completely] what we’re talking about when we talk about “freedom of the press.” We mean the investigating, reporting and dissemination of information to the public by independent and varied voices, outside the official government channel. We mean analysis and opinion about what government and industry and other forces in our society are doing. We mean investigation into practices that seem corrupt or detrimental to the public good.

Nowhere in any of that is it required that the practice of journalism be carried out by major corporations using newsprint. Journalism is platform-agnostic. Information can be — and today is — shared over multiple platforms.

I’m sure that the Gannett and other big news corporations would like for all of us to care about their corporate health, but my interest as a citizen is whether or not I can get information. And I can. And I haven’t taken a daily paper in years.

Now, there’s a side issue here that the FTC doesn’t appear to have the broadest perspective on, but I’ll mention just briefly. Jarvis talks a lot [not just in this post] about the disruptive technology and practices happening today in journalism. He’s positive about the disruption, as am I. But while we often assume that technology created the disruption, with the Internet putting publishing tools in the hands of the masses and therefore disrupting the news industry’s traditional business model, I think the technology opened a window near the door the news industry had been forcing shut.

When the news industry owned the means of news dissemination, it chose what to publish. And it chose what to ignore, cover up or devalue. And it turns out that disruptive technology has revealed that we as a public care about a lot of things that the news industry doesn’t want us to care about. If they’d been doing their job, it would have been a lot harder for the Internet to shake up the news industry the way it did.

But the FTC is not concerned about journalism, whatever it happens to say about that. It is concerned about the commerce of news. And it’s here that I think the FTC really goes off the rails.

Because if the FTC wants to ensure the survival of the news industry, it [of all people!] needs to recognize that competition fosters better competitors — and newspapers sure as hell could have used better competitors. So when we look at the changes happening in journalism today, we should all be excited. The technology that allows anyone to publish is creating a vibrant practice of journalism, some of which is also the foundation of new ways of practicing the news business.

The State of the News
The FTC’s document begins with 18 statements about the “current state of the news,” which cracks me up. Again, they’re talking about the news industry, not journalism. I won’t respond to each but I must bring a few to your attention:

3. They mention the dramatic decline in classified advertising revenues since 2000. Well, duh. We found out there’s a lot easier way to sell our unused treadmills than placing a tweet-length ad in a newspaper. Newspapers aren’t the best vehicle for most classified ads, so they shouldn’t be there anymore.

4. Advertisers don’t have to depend on newspapers to reach their customers anymore.
Well, since 1950 or so, they haven’t depended on newspapers, but it’s true that the Internet removes many more barriers between marketers and customers. This is a good thing. Until the Internet became popular, the owners of the printing press and the TV studios also owned your relationship with your customers. Now you and your customers own that relationship.

There’s also a lot of discussion about declining ad revenues overall and cutting staff, and the resulting change in news coverage. Here’s where the FTC starts thinking about the whole public-good aspect of this. They’re making the false assumption that if major news corporation aren’t employing millions of journalists, then the public isn’t being served with information that we need to support a free society.

Let me just say that I’m being served with plenty of information on a daily basis. More than I can handle. Do I have enough? Probably not. I could use even more hyper-local news than I actually get, honestly. But hyper-local is going to sort itself out and come up with a thousand different revenue models, only some of which may seem akin to our traditional concept of advertising-supported journalism.

I do think we should be concerned about national and international journalism, because these endeavors are expensive. It costs a lot of money to mount an investigative report into the corrupt practices of a federal agency, or to fly all over the world with the president, or to figure out how environmental disasters in the Amazon are affecting both the local population and the rest of the world. That’s worth talking about, how we sustain that kind of journalism. That’s really not discussed in this document, though. [Nor do I think the FTC should discuss it — but as a society we ought to be really talking about that.]

But overall this document is thinking about the daily local newspaper perspective, and it’s awfully shortsighted by doing that.

I’ve got to quote all of their 18th item, because I was just flabbergasted at the hubris:

18. In sum, newspapers have not yet found a new, sustainable business model, and there is reason for concern that such a business model may not emerge. Therefore, it is not too soon to start considering policies that might encourage innovations to help support journalism into the future.

Dear God, if you’re at all concerned about the future of journalism and that doesn’t have you running for your pitchfork, I don’t know what will. The last thing journalism needs is for the government to “support” it. It’s the surest way to kill the practice.

Copyright and Fair Use

The document also spends quite a bit of space talking about copyright issues. The authors do seem to recognize that the news industry really depends on the doctrine of fair use — the legal doctrine that allows the re-use of copyrighted material in certain situations when journalism requires it. I think most of the conversation in this section ranges from pretty absurd to dangerous, though. They talk about the “hot news doctrine” — established in a 1918 court case — under which some state laws still consider facts themselves as protected for a limited time period [a doctrine much-beloved by people like the AP and no doubt Major League Baseball and the Southeastern Conference, both of which have tried a heavy-handed approach to the management of information like answers to the question, “Who’s winning the game?” in the age of disruptive technology]. Federally, facts are not protected by copyright — just the way they are expressed [your actual video, article, etc.].

Some in the news industry dispute the fair use of information by search engines, like Rupert Murdoch pulling News Corp.’s content out of Google.

Here’s the intersection — no, the train wreck — of journalism and the news business. The news business puts a dollar value on information, but journalism wants to disseminate it as broadly as possible. Journalism wants credit, but more than anything, it wants you to know. We don’t live in Utopia, so money is a reality. But any “news” operation that goes around trying to limit access to its content is showing its hand, and [oxymoronically] devaluing its content. Its content is a factor of commerce, not journalism.

I don’t see how there’s a role for government here at all, really, but it’s an interesting discussion.

One problem with copyright law — as essential as it often appears to be to facilitate commerce in the creative industries — is that its consequences are poorly understood by the government and legal entities that create and sustain it. Copyright by definition stifles innovation for a period of time. The music industry has really had trouble wrapping its brain around this, and we’ve all seen the dramatic disruptions that continue to happen there. Laughably, the FTC document actually floats the idea of a music-industry-like copyright bureau to help “sustain” the news industry. Laughable if it weren’t so terrifying.

Because here’s where we get to a basic problem with most of the “solutions” proposed by this discussion: They all involve government certification of “journalism.”

The solutions range from increased postal subsidies to tech subsidies to copyright registries — all of which would be administered and doled out by Uncle Sam. You know what that means, right? Uncle Sam would get to decide who is and who isn’t a journalist. Thus abridging the freedom of the press. Which isn’t allowed. Thank goodness and James Madison.

So I’m hopeful that at best, this is an exercise in wasted time. But it could easily be an exercise in unintended censorship, years of litigation and a muted press.

Save journalism. Tell the FTC to quit overreaching.

Jeff Jarvis puts it nicely: “Get off our lawn.”

P.S. If the FTC would like to do something truly useful, I respectfully suggest it consider the plight of millions of Americans without reliable, affordable access to modern tools of communication, those hobbled by poor investment in local technology infrastructure and hamstrung by technology monopolies that drive up prices and drive down adoption. Fix the rural broadband problem. That would be a real aid to trade nationwide.

I’ll tell you why you have to use social media…

…if you come hear me speak on Monday, June 14, at a fun networking event in Nashville that my old friend, Stephen Zralek, and my new friend, Renata Soto, have put together — WaterCooler.

WaterCooler targets young entrepreneurs in the Nashville area. It’s always an interesting crowd and I’ve learned something each time I’ve attended. I’m hoping I can contribute to the conversation.

Here’s the info they sent out — you are welcome to RSVP!

We want to invite you and your friends to our next WaterCooler, set for Monday, June 14, 2010, from 5:30 to 7pm at Miro District.

Come hear Laura Creekmore talk about “Using Social Media as a Young Entrepreneur.” She is the owner of Creekmore Consulting, a company that provides content and community strategies that help you deepen your relationship with your customers and prospects. Laura Creekmore is an experienced, award-winning content strategist and online community manager. After more than a dozen years in digital media, Laura opened her own firm in January 2009. Her work focuses on helping clients achieve their business goals and engaging their customers in a collaborative relationship with a mixture of social media marketing, as well as implementing various business intelligence tools to make business flow more efficient, driving sales and profits and customer satisfaction.

Do I HAVE to use social media?

(Laura answers: OK, yes, yes, you do.)

She will talk about how to get started even if you and your business are old-school. Social media has quit being a trend….now YouTube, Twitter, Facebook and LinkedIn are just business tools we all need to use and understand. You wouldn’t say, “Oh, I don’t use that Microsoft Office stuff. It’s for kids,” and you can’t say that about social media anymore, either. Find out which tools are right for your business, and get tips on getting started, whether you’re just interested in learning about the latest news in your industry, or whether you’re ready to generate leads and clients via social media.

Buying organic TikTok likes from trusted suppliers such as hypesi can help your content reach more audiences and get more likes.

Come join us at Miro District on June 14. We’ll be in the upstairs room toward the back of the restaurant, to the right of the bar. For $18, each guest will get 2 free drinks and appetizers. Stick around for dinner and enjoy Miro District’s Monday night specials.

Please rsvp to Kristi at kseamon at bonelaw dot com, so that we can give Miro District an accurate headcount. Feel free to invite your friends, and let us know if we should add anyone else to the list or if you’d like to be taken off the list. See you then!

Screencasting: Sitting over your customer’s shoulder

Screencasting is one of those ideas that might have sounded weird when people first started doing it: You’re going to shoot a video…of yourself using the computer…and I’m going to watch it?

But screencasting is becoming widely used a tool to enhance the usability of sites. It’s my first go-to recommendation when a customer is building a help section for their site.

Because while written instructions can be very accurate, it’s so much easier when you can just show them where to click. [This is a great example of matching the medium to the message.]

Do you ever have to help someone with a computer task? Your first instinct is to say, “Give me the mouse,” right? With screencasting, you are doing the next best thing. Even though you can’t sit beside your customers as they use your site, you’re still showing them how to do it.

[Caveat: I’m presuming that you have already done the hard UX work to make your site as easy as possible to actually use. If you’re using screencasting to paper over bad technology or bad navigation, don’t bother. It’s not a panacea. But it is a powerful tool to walk customers through common processes on your site.]

crowdSPRING, a crowd-sourced design and writing market site, has built a number of screencasts for their own site — and today they offer some helpful tips to create your first screencast.

We love to create screencasts for our clients, but I’ll give you a peek behind the curtain with my two cents for creating your own screencasts:

  • We use Screenflow and we really love it. It’s powerful, but it’s also intuitive.
  • It’s absolutely worth it to buy the external microphone [even for small projects], and decent ones aren’t too expensive.
  • Buy The Screencasting Handbook. It’s more than worth the money, and the Google Group that Ian Ozsvald and ProCasts manage is also a wealth of information.

Let’s start a content strategy meetup in Nashville

Content strategy is still emerging as a discipline, but I know a lot of people working on it here in the Nashville area. Several other cities have created successful content strategy meetups, and I’d love to help create one here in Nashville.

For some ideas about what a content strategy group might do, look at the Atlanta group’s recent programming.

I’ve also posted a call on Digital Nashville. Please email me [laura at creekmoreconsulting dot com] and let me know if you’re interested. We’ll aim to get something going this summer!

We’re too meta

Perhaps digital media isn’t the only industry that suffers from the intense naval-gazing we see around us. And I really didn’t mean to sound so disparaging right here on the front end.

But sometimes it just drives me crazy to read all the inside baseball blog posts.

I had to explain the word meta to my 10yo daughter last week. She’s not allowed to watch Glee, but she’s quite culturally aware, and so we’ve shown her selective clips of one song or another when they feed into the public understanding.

So we showed her the Glee version of Don’t Stop Believin’, the Ohio State response, and Glee’s Safety Dance. [Grr. Having trouble finding quick links to working versions. Will update later as I’m able.] And so the word meta came up.

And how I love that word.

You see, I’m a semantics girl at heart. I could argue what is is for a week. I’m in content strategy for a reason, and it’s about feeding my analytical soul as much as it’s about helping my clients make stuff happen.

But at the end of the day, we need to make stuff happen. And the self-referential, meta culture in digital media can confuse the process.

Don’t make it so hard to talk about things that you can’t make them happen. Name a goal, pave the path and make it happen.

Unmanaged Content: Whac-A-Mole or Many-Headed Hydra?

Regardless, it’s not good.

Don’t feel bad; you’re not the only organization out there with a less-than-complete handle on your content. For organizations that have embraced the web for years, it may even be a bigger problem than for newbies. Because the longer you’ve been in this business, the more likely you are to have some legacy systems that never got adapted into a content management system….you know, because:

  • We don’t use the information on that microsite much.
  • It works fine the way it is.
  • So-and-so is the only one who needs to manage it and he’s familiar with that old system.

But what happens when:

  • You do need to use that information?
  • It no longer works?
  • So-and-so doesn’t work here anymore?

Ah, but that’s what happens to other people, right? Ahem.

Unmanaged content — the content you can’t name, or place, have forgotten entirely or that no one ever told you existed — will continue to loom over your head, portending your coming doom, until you physically capture and catalog it.

Ideally, you can put uncorralled content into your content management system once you find it. But even if that’s not possible due to technical constraints, a complete catalog of what you have will make your life easier.

Don’t wait for your content to find you — Murphy’s Law will bite you every time. Get out there and find that stuff!

Community management: Keeping all the balls in the air

I was talking with someone yesterday about online community management. I am still grateful to discover that I’m talking with someone who presumes that online communities require management.

I told her that I think of online community management as juggling. You have several simultaneous tasks:

  • Care and feeding of site members [tech support]
  • Content strategy [Even on user-generated content sites, the institutional tone you set is critical]
  • Nurturing people who share

If you let any of those balls drop, you endanger the community.

It’s a pretty broad way of thinking about community management. There are a lot of other items we could add to the list, really — technical structure, communication/marketing, etc. But I’d argue that many of those other items could fall under one of these three big categories.

Managing ownership of content: Print vs. web

I’m not above taking a free handout — and so when Kristina Halvorson helpfully posted some questions she’d been asked at a recent forum and asked those of us in the content strategy community to tackle one, I viewed it as a great gift. [Thanks, Kristina!]

How can content strategy begin to resolve ownership issues between print content creators and web content editors?

Unless you’ve been lucky enough to build only new web properties in brand new organizations, you’ve faced this issue. I spent years in the publishing industry, and so this hit home for me. It’s not unique to publishing, though: Most organizations that have been around a while and that do any sort of marketing are creating printed materials. And even today, many folks’ first instinct is to say, “Take that [press release, brochure, magazine article, ad from the newspaper] and put it on our website.”

But here’s the key point: No one ever says, “Take that [brilliant Flash demo, interactive chart, quick checklist, photo slideshow from the convention] off our website and print it.”

That would be a stupid thing to say, wouldn’t it? Great web content is optimized for the web, and it’s not cost-conscious to try to re-purpose it — it just doesn’t make any sense.

So if your organization is struggling with who “owns” the content — and you’re not alone — try to reframe the discussion.

  • Figure out who owns the information. This is important. Someone needs to be responsible for collecting and managing the information, and they need to share it with everyone who needs it.
  • Designate the person[s] who manages the print interpretation of the information.
  • Designate the person[s] who manages the web interpretation of the information.

In a small organization, all three of those roles might be filled by the same person. But in many organizations, the first role is distinct from the latter two. And the larger you get, the more likely the print and web content management is handled separately.

Regardless, it’s critical for the entire group to interact. But we should all recognize that slapping articles from a newsletter onto the website does nothing more than create an archive. If that’s all you want, super. If you want web content, you have to craft content that fits the medium.

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