Category Archives: Content strategy

Which customer insights help steer your content marketing?

So you’ve got an editorial team. But what on earth do you write about?

Kraft is said to monitor 22,000 different attributes of their audience, so I thought I’d put together a (slightly smaller) list of suggested insight sources / metrics that could help steer the content creation process as part of an organisation’s wider content marketing strategy.

In no particular order, they include:

  • Customer complaints data by theme (quant) with the ability to drill down into sample of complaints (qual)
  • Shares of visits across product areas > specific product pages > examples of referring search keywords and websites to get to that product > top 10 list of next pages visited after viewing these products / key drop off points (this may be covered in monthly SEO reports)
  • Shares of visits across FAQ areas > specific FAQ pages > examples of referring search keywords and websites to get to that FAQ > top 10 list of next pages visited after viewing these products
  • On-site search terms, grouped by theme or product
  • Sales team feedback – top questions, queries, barriers etc
  • Social sentiment monitoring tool insights – to determine key needs / wants / shortfalls
  • PPC insights / reports to identify keyword, popular ad themes and conversion rates
  • Display / banner ad insight – determine popular content themes by reviewing which banner themes work on which referring websites
  • Email marketing insights – determine popular content themes by reviewing open / click / conversion data of campaigns in regular email reports
  • Competitor insight / analysis – any insight into competitor performance for all of the above(!)

Obviously this list excludes external data points – eg search trends of customers around your key products areas and sectors).

What other insights / metrics do you regularly review to help steer the content marketing creation process? Feel free to add them to the comments below.

How to create a B2B Content Marketing Strategy and Plan

By

Content marketing. Don’t you just love it? No? Then read on.

Now, don’t get me wrong. I’ve got lots to say on this topic. Mainly:

  1. How marketers need to *add* content marketing to their current efforts, not use it as a replacement of their current marketing channels in the face of budget cuts. Get real – content is *expensive*. Take a look at the go-to content marketing case studies often cited on the web. Notice a recurring theme? The majority are by huge brands with £multi-million content and distribution budgets. Granted, they all claim to have saved millions since calling what they do content marketing, but hey, these guys were spending *a lot* to begin with. Also, try replacing the phrase ‘content marketing’ in their case studies with the word ‘SEO’. Notice anything?
  2. How we all mistakenly assume content marketing is something new when in fact we’ve all been doing it for a while – we just know it as something else eg SEO or PR

I say all this as someone who’s worked in both publishing and digital marketing since 1997. Content marketing is great. It means we all work. It means people are excited by online content, which is no bad thing. But please just be aware of the full picture before jumping in and betting the house on it.

Anyway, more on this later.

Broadly, there are four key elements you need to think about when it comes to content marketing:

  • Planning: audience needs and questions, buying cycle, answers to those buyers needs and questions
  • Content: production, format, sourcing and approval process, resourcing in terms of staff, support (internal staff / external agency help), related costs etc
  • Distribution: channels, paid, owned, earned, channel discovery and distribution process, resourcing and support (internal staff / external agency help), related costs etc
  • Measurement: as with most digital marketing channels, we need to measure lots of metrics and discover what they’re telling us

There are 000’s of ebooks, whitepapers and Slideshare decks on this topic and they all tackle the topic using variants of the four elements above. It’s essentially digital marketing (and all the paid media low cost tactics that go with that – if you’re smart) with a whole heap of content production thrown on top.

More on this soon…

Why user generated content makes web editors nervous

By

I originally posted this in July 2006, but thought I’d reprise it. Enjoy.

A while back, I explained to a web editor how the BBC was planning to introduce more user generated content (UGC) to its site – namely its new Share/Find/Play strategy.

As is increasingly common among web editors now getting to grips with UGC, the following sentiment sprung forth: won’t that mean masses of useless content to wade through?

I’m finding this is an increasingly common concern among content professionals.

I’m not trying to sell in UGC services as a whole here, but I’d like to document some of these concerns and provide some of my own thoughts on why they exist.

User generated content means poor quality

By who’s standards exactly? Granted, UGC can be riddled with appalling writing, unsubstantiated claims and conspiracy theories but unless you’re running a talent website for writers or budding journalists, who are we to judge?

UGC is about letting users express themselves in their own way. Resist the urge of the sub editor in you to correct content. Editing or censoring ‘errors’ in your users content is a big no-no. Let them be.

The same applies if you’re looking for balanced debate or hoping that the quality of your blogs will raise the profile of your site. Have faith in your community and put trust in the adage that users vote with their mouse. The online stars of your platform will gather momentum as they gain a following, while the never do wells wither away and die from the drought of page visits and replies.

All that editing and censorship will mean massively increased workloads

So what? Isn’t your remit to increase user traffic and activity on the site?

UGC isn’t just about blogs and forums of endless editorial debate. Content suffers when UGC is half heartedly applied to traditional publishing models, where the user is constrained in what they can submit.

Why only allow users to submit written editorial content? It’s no surprise that web editors have concerns over UGC because, understandably, they’re looking for quality editorial. But why? The vast majority of people aren’t professional writers. Many don’t like writing full stop.

Instead, give the user access to a completely open platform, where they can submit any type of content – editorial, but also audio, videos and images.

As the likes of YouTube and Flickr are showing, users are becoming increasingly sophisticated and are evolving from ‘readers’ to multimedia content producers.

What if I have empty blogs, forums or no user comments?

I’ve yet to meet an editor or journalist that’s never written an article which is designed to inspire debate or gain a reaction from readers.

Avoid having empty blogs and message boards – roll them out to carefully selected users or offer only one forum topic at a time. Once they grow, open up more and cast the net wider.

Never open up a major network of forum or blog networks on day one. Unless you’ve got millions in marketing spend or you’re MySpace in a position where your URL gets a mention in virtually every news wire on a daily basis, you need to coax users in slowly.

I’ll have to deal with – ugh – the public!

Ever worked in print journalism? If you have, you’ll know that letters to the editor and opinion articles are the lifeblood of any publication. Having a healthy post bag and bursting opinion schedule is a great position to be in. It shows that your readers trust and respect you enough to engage with you and your brand. Thanks to UGC, readers can now take this brand engagement to a whole new level.

UGC is a fad. It’s a waste of time and money

We’re seeing more and more mouse potatoes take root (see what I did there?) at home and, much to the alarm of employers, in the office.

The web is moving away from being solely a lean-to technology focused on information retrieval. This is about taking the traditional publishing model and applying the benefits of the web – interactivity, the ability to publish at minimal cost, automation and search.

Quality websites with opinion and debate have the edge over others which simply break news. A team of quality writers can initiate that debate, but now you can allow users to actively take part and reinforce that role / value. More users spending more time on your site have obvious benefits, not least to your ad sales team.

Don’t under estimate how valuable UGC really is. The traditional web publishing model, by its very nature, pumps out content which appeals to a mass or large niche audiences. Even the best attempts to be super niche will assume some common ground among users.

Blogs, on the other hand, allow this homogenous content to be tailored by really niche users with heterogeneious preferences and opinions. UGC effectively widens the appeal of your content, making it relevant to more audiences, no matter how small or individual – all this is possible with very little effort on your part.

MediaGuardian hacks now write for paidContent

By

Cross promotion is inevitable when one content site buys another, but it gets a little complicated when the publisher of a big content buys another smaller content site which covers the same sector – and decides to keep the smaller one going as a standalone entity.

Such is the case with the paidContent site and its recent acquisition by the Guardian. The mainstream media owner has wasted no time at all in pulling paidContent, er, content, into the MediaGuardian’s own digital news pages. Not sure how this impacted the existing digital news team there, namely Jemima Kiss, but hey, who are we to second guess one of the most successful publishers in the UK?

But integration and cross promotional thingies have increased even more with today’s inclusion of a post from the MediaGuardian’s own PDA digital news blog on paidContent’s site. Not sure if the byline format works for me, but it’s interesting how this is slowly developing into something interesting. Assuming this is step two in a defined long term game plan.

Separately, the paidContent blog talks about a new website by the creators of Dazed & Confused called Dazed Digital. Not a magazine extension site it appears, but a destination in its own right. Quite nice, but no obvious sign of comments or UGC services for us fickle read/write/rip consumers of content. Also, most of the videos seem to suffer from poor lighting, making each interviewee look like they’re in silhouette. Artistic fancy or handycam hitch?

SXSW 09 Panel on how to manage User Generated Content (UGC)

Social media blogger John Eckman has proposed a panel for 2009’s SXSW.

His reasoning behind the panel goes as follows:

The age of content being managed only by authorized professionals is over. Users expect to contribute to, rate, review, recommend, filter, tag, and moderate their experiences on the web. What does this mean for designers and content management professionals? How do you encourage appropriate behavior and discourage spam and vandalism, without completely reverting to non-participation?

Granted, this should be (really) old news to any decent content producer going to SXSW, but the panel discussion promises to provide some practical tips on how to get the best from those crazy ‘read/write’ contributors all us editors shake our heads and tut at now and then.

Vote / add your comments to John’s proposal page right now.

Avoid content delays – treat content like code

By

The age old mantra ‘content is king’ still applies when attracting big audiences. So why is content still an afterthought in many web development projects?

Granted, the content production process has become more complex over the years as audience expectations and preferences develop and shift. Many of the websites originally set up with a traditional ‘one-to-many’ approach to publishing web content are adopting a more ‘read-write’ participative approach, where user generated content complements a site’s dedicated editorial output.

But even with the added challenge of catering for audiences that demand the right to re-write, re-package and share content, site owners dedicate far too little time or resource to content strategy development. This error, if left unchecked, can lead to severe delays in a site’s launch.

So, In a bid to dispel some of the common misconceptions about the content production process, we thought it worthwhile to outline some of the core components required to ensure its smooth running.

When talking about what the content production process consists of, it’s often helpful to compare it to other more well known elements of a site’s development – like technical development. As teams can often find themselves dealing with complex legacy materials, the same principles often apply.

As with technical development, content production can be vastly improved if a number of measures are in place before build even begins. Obviously, these measures don’t have to apply to every web development project, but more often than not they should include:

• Content strategy or content specific brief
• Sitemap and wireframes
• Content outline specification
• Sufficient lead in time
• Keep your site relevant

Content strategy or content brief

A pretty obvious one this, but when it comes to defining a website’s content elements – namely what content will be required for the site’s functionality and features – things can sometimes get a little sketchy.

Many site owners still assume (or should that be ‘hope’?) that the content part of the job will only involve some form of cut-and-paste – whether from an old website, Word document or an entire content database table. If only this were the case.

A content audit is a document which benchmarks the effectiveness of existing editorial against organisational objectives or key audience requirements and expectations. Clearly, the findings of this document can help vastly improve the quality and effectiveness of a website’s editorial. Document included in this audit normally also include a spreadsheet which transcribes the current sitemap to a tabular format and gives each page a description, status rating and so on.

For example, if the full picture of a site’s editorial content is unknown – particularly after years of amendments or neglect by marketing departments – key stakeholders may run into problems when it comes to identifying which content areas need updating before integration into the site’s shiny new architecture. Put simply, without a content audit, organisations are in danger of focusing the majority of effort on technical features and the look of a new site, only to fill it with out of date or off-key editorial.

Sadly, it’s this eventual realisation – often near the end of the production cycle – that causes many sites to be delayed. Granted, it may only be words, but the reality of hurriedly re-writing an entire website’s copy (the average site hosting around 20,000 words) is not something your internal stakeholders will thank you for.

Avoid under estimating your content needs by producing a dedicated content strategy – preferably one which answers difficult questions. Briefing documents should provide guidance on tone, language, audience and timings, but why not try to apply some rigorous journalistic questioning to your brief’s content approach, namely: what, where, by when, how, why and – perhaps the least most asked question – by whom in which department?

Sitemap and wireframes

A sitemap is required reading for technical teams when estimating resourcing requirements and / or developing a functional specification document. The same should apply to the content production team. A sitemap allows for improved scoping, which helps with all aspects of planning and resourcing during the content production or content migration process.

This can also help to identify typical functional pages that need content, such as terms and conditions, a privacy statement or instructional text for any uploading functionality. As pages like this often fall outside the ‘subject matter’ of a site, they are often left to the last minute or forgotten completely.

Content outline specification

If you really want to help your copywriter, editor or internal marketing team produce editorial that’s on brand, on message and on budget, go beyond a simple sitemap and set aside time to produce a content outline document.

Like a functional specification document, this document provides a detailed walkthrough of the site’s copy section by section (and page by page if necessary). Minimising any confusion about tone and detailing all assumptions about content sources, length expectations and topic focus, this walkthrough document should provide any external suppliers or internal stakeholders with a rock solid blueprint of all content requirements.

Sufficient lead-in time

Like a technical team needs sufficient lead in time to produce effective code, editors need time in order to develop best practice editorial copy. As with rushed code, rushed content will not work. Avoid leaving content until the last minute, even for migration work.

Deadlines help focus everyone’s efforts, none more so than copywriters and site editors who require a minimum period of production time to produce targeted, call-to-action, SEO compliant editorial content. Help editorial teams even further by informing them of final copy deadlines – they will then be able to estimate backwards.

So, now you’ve provided your editorial teams with all of the above, only one more task remains – post launch maintenance.

Keep your site relevant

Why spend time and money developing branded, targeted content your users will thank you for, only to let it go out of date? Content can become outdated very quickly, particularly if you’re dealing with information and guidance materials which refer to timely services and offers.

Users judge your site’s content by its breadth and usefulness, but they also decide whether to trust its information by its date stamp (no date stamp at all is even less assuring). Don’t give users reason to doubt the usefulness of your site’s content – set aside resources to update content on a regular basis and they’ll be more inclined to return to your website.

Weekly print mags should change focus, not die

I’m hearing much debate about the future of weekly b2b trade mags of late. What’s the point of weekly print mags now, bloggers are saying, when all news worth reading now breaks on the web.

I’d venture this isn’t strictly the right course of action for all publishers of print weeklies. There’s still a place for weekly print mags even if websites are beating them to the news – but primarily in areas of high activity and news output.

In a world of ever increasing information ‘noise’, I think more weekly magazines should consolidate and summarise the week’s mass of web news and blog output, and leave the breaking news for their sister websites. Mags like Media Week and PR Week have started doing this – and really well.

In other words, weekly print mags can still exist, but their content focus should change. Granted this will only work in areas of high volume news output where mags actually provide a valuable service in de-cluttering our news intake and providing clarity in the increasing ‘noise’ of news output and sources. Until mobile phones begin to give as good a reading experience on the train / tube as paper, the print mag should continue to live on.

Should men’s mags ‘upscale’?

Media Week recently asked four key media players (as in key people, not software) whether they agreed with reports that many publishers are now upscaling men’s mags to attract a more affluent reader and advertiser.

Three said ‘No’, while one said ‘Yes’. I’m still undecided. ‘Yes’, because more lower end readers are getting their fix online (hence the popularity of Dennis’ Monkeymag and IPC’s Nuts.co.uk and NME.com). But then I also say ‘No’ because there’ll always be an audience for men’s mags in the lower end. They perhaps just need to make them less embarrassing to read in public. The Sun, which is still going strong, is a perfect example.

So, if by upscale, we mean put less pics of bikni clad women on the cover a la GQ and Esquire, then I say ‘Yes – kinda’. I blogged about men’s mags upscaling a while back (and probably contradict myself).

Still on the topic of lads mags, great article by the Mirror’s Brian Reade today which pointed out the irony in Michael Gove MP blaming lads mags like Nuts, Zoo and Loaded for objectifying women. Brian wondered why Gove missed The Sun off the list, given that Page 3 was also a big offender. Surely nothing to do with Gove being a columnist for the Times, The Sun’s sister paper?

MPs urge for tighter controls on content

This debate has rumbled on for years, but the Guardian’s Mark Sweney reported only last week that MPs are asking web companies to do more in vetting content on their sites. It’s not new – remember when the time when ISPs got sued failing to take down libellous websites quick enough?

The problem? Well, when you’re YouTube and you get millions of submissions and updates each day, who checks what, when and how? But things might get tricky if sites don’t get proactive and self-regulate or sign up to an informal code of practice.

Can technology help filter out user generated content? It depends from CMS to CMS and I bet that some post moderated sites search for abusive language via the front end search box. But even if it’s true that some of the big UGC sites have search technology that uses an algorithm to hunt down copyrighted music or TV content, how difficult would it be to get these sites to share this technology. Video search technology is big business and anything that can dynamically identify video patterns / human actions / faces is going to be worth zillions, not least to the authorities and security agencies. Imagine the potential of a video search tool that could recognise and flag up drunken fights or car thieves on a city’s 2,000+ CCTV cameras, effectively doing away with the labourious effort of a human trying to watch them all at once. An extreme example but you get my point.

[Read more about the MPs comments at BrandRepublic]