Now, if I only could eat this to celebrate, but I’m on a diet. 😦
Can you believe it?
TechCommGeekMom is celebrating another birthday–it’s 3 years old now!
I guess this means it’s not a little baby blog anymore. And by the numbers, it’s definitely grown. Last calendar year, this blog had over 10,000 hits! I’m hoping to do more than that this year, naturally. Based on the stats I’ve seen so far this year, I’m off to a good start!
The blog has also evolved. While it started out concentrating on m-learning and e-learning (and I still try to talk about that when I can), it has shifted more towards where my other interests in tech comm lie, and where my career has shifted me thus far, namely in content strategy. Even more recently, as content strategy evolves and has encouraged me in this direction, I’m starting to include more on digital marketing as it relates to content marketing. And in between, I’ve included articles about technology and education, better ways of writing, thinking about globalization and localization issues, and a whole lot more. I know I have over 900 posts on here between content curated and original posts, and it’s not stopping yet!
Thanks to all who read and support TechCommGeekMom. I still look at this blog as a work in progress, and I always look forward to getting feedback and conversations going on here. That was the whole intent of this blog–to incite conversation and to help share information that can educate my fellow technical communicators! (I think it’s working!) So, thanks again for visiting from time to time, and keep coming back for more! I’m hoping to do new things and continue to grow this blog as time goes on!
“We have a sound content marketing strategy! PR, marketing, IT, the social media team, and the content strategy team all pitched in! It’s gonna work!” says Don Draper.
Almost exactly a year ago, I returned from a conference that changed a lot about the way I think about content. It was the 2014 Intelligent Content Conference (ICC2014). My brain soaked in a lot of information, and new friends and networking connections were made during that trip. (Good times!)
One major point–which is also a big focus of this year’s 2015 Intelligent Content Conference–was that content marketing was the next big focus item. Joe Pulizzi of the Content Marketing Institute (CMI) gave a keynote that compelled content strategists at the ICC2014 for us to consider embracing marketers and work together toward tearing down the silos so that we could share skillsets to create better content to promote goods and services. In other words, we should all be shifting towards being content marketers. It made sense, but it was overwhelming for me.
Fast forward to a year later, and here I am now, taking my digital marketing coursework, and this week’s module was about content marketing. Ooh boy. Here we go. The very reason that I’m taking this coursework in the first place–to have a deeper understanding of digital marketing, what content marketing is, and how I can try to fit into it my skill set going forward.
The instructor for this module was Greg Jarboe, a well-known YouTube guru and president of SEO-PR, a content marketing agency which has worked with several well-known brands. While I hadn’t seen Mr. Jarboe present before, his name rings a bell, and I don’t know why. Hmm.
Anyway, Mr. Jarboe’s lecture was enlightening, enjoyable, and took some of my anxieties away.  While content marketing is still a little overwhelming because of the scale of all of it, I came away with six main points that I’d heard before in content strategy, but hit home for me for content marketing.
1) Content needs to be relevant and have value for the end user. This seems obvious, but it’s generally overlooked.
2)Â Storytelling works. People are drawn in by stories, not jingles or catch-phrases. This is how blogging for a company actually can have some big benefits. (Yay!)
3) Tear down the silos by working with other departments, such as marketing, IT, public relations, etc. Gee, I’ve definitely heard that multiple times in last two years on the content strategy side!
4) A structured, documented content strategy is necessary to build for success. Like we content strategists didn’t already know this one!
5) Measurable metrics for ROI based on outcomes, like website traffic is up, sales, sales leads, customer retention, higher conversion rates, etc.  The first thing that came to my mind was good ol’ Mark Lewis with XML Metrics as a start. Mr. Jarboe took this a step further from a marketing perspective.  An easy way to do this is to track what you do! Measure URL hits against results using special URLs from the Google URL generator. For example, create a special URL for a promotion, and measure number of clicks to that special URL against sales results during that time period. (Makes sense!)
6) Brand recognition is not the goal anymore; generating leads and sales is. This makes sense too. I’ve learned from marketing this blog that once you knew my “brand” of TechCommGeekMom, then it’s been up to me to keep you coming back. While my “product” at this point it sharing information that I think is relevant in the tech comm world at large, Â I want you to keep coming back and sharing your experiences and interests with me as well.
So there you have it. I think from a content strategist’s point of view, these are easy to understand and remember. The trick is, going back to point #3, is that it’s good to have more than one perspective working on content marketing. By combining the different “superpowers” from various groups, a great content marketing strategy can result. I think if I can keep these basics in mind, I might just have a chance at finding a content marketing position if the opportunity arises.
Do you think I’m leaving any basics out? Let me know in the comments.
Next module up is called, “Personalized Digital Experiences”. Again, this is another topic that I know I’ve heard before several times in content strategy, so it’ll be interesting to hear how digital marketing approaches the same topic.
Nadeen says, “SIMMAH DOWN NAH!” at the idea that tech comm will be playing a more active role at customer satisfaction. Click on the image to see the OPPOSITE of customer satisfaction–a la Nadeen.
As I continue to study my digital marketing course, and I start to delve more into trying to understand content marketing, to me, I end up going back to my foundation, which is customer service and consumer relations, and how that all ties into what technical communication is about.
My career did not start in tech comm. My first job out of college was doing field sales for a gift novelty company. I wasn’t good at it, to say the least. The next two jobs were working on the other side of a toll-free number for customer service, specifically for a consumer goods company, then a pharmaceutical company. As much as I wasn’t a fan of those jobs, they laid a strong foundation for work that I would do later. When you get calls for a medication that’s been temporarily discontinued that are literally a life-or-death medication needed for someone, yet you can’t say, “Sure, take some of our reserves!” to potentially save that person’s life, it has a big impact on you. Nothing after that, short of other truly life-or-death situations, are important in the big scheme of things. I found that if nobody died and the economy didn’t crash if I didn’t do something, then it wasn’t quite that important in the grand scheme of things if I couldn’t get it done on time. It would just be an inconvenience that the content providers could’ve avoided if they did their jobs in a timely manner.
But there are a few things I learned during my years in customer service that have stuck with me, other than most things are not life-or-death situations. Â Customer service is a two-way communication. All situations, even non-business ones, require providing customer service to each other. There can’t be full understanding unless there is a full give-and-take from all parties involved. You can’t talk without listening. And listening alone doesn’t work unless you give feedback. This applies to personal relationships as well as professional ones, if you think about it.
So as I’ve gotten older and transitioned careers from customer service to technical communications (and random IT-like jobs in between), the idea of providing customer service has stuck with me–how can we communicate information so that everyone is happy in the end?
This is an important point as to why being a technical communicator has been a good fit for me. As a technical communicator, it seems to me that we produce what creates and maintains customer service. We write product manuals, we write help files, we write FAQs…we are the ones who write the content that makes customer service happen. We fill in the information gap!
Now, content strategists are starting to lean towards content marketing. In my mind, marketing has always been the push for the product, or the “razzle dazzle” to entice you towards that product or service. Customer service, and by extension tech comm, was the post-sales process that helped keep the customer experience smooth and happy, thus promoting brand loyalty.  I’ve felt that customer service always had the harder job of retaining sales and customer loyalty than those who hawked the products and services.
But with the advent of digital marketing, and more and more use of the Internet for searching before even getting to the marketing part, those lines between marketing and customer service are seriously starting to blur. Digital marketing is now, from what I can see, turning traditional marketing upside down. People will look at product instructions and specs and the FAQs before purchasing now. Wait, that’s backwards by traditional marketing standards! The sale of goods or services is now based on reaching individuals as closely as possible through searches and website content. The “bling” of media ads are still around, but don’t have the same impact as finding websites that can provide you with exactly what you want at the right time, when you want it. Technical communicators, especially those in mobile, know this already. It’s something that I’ve heard time and time again before I’d ever heard of “content marketing”.
Having a technical communications background along with my customer service background will help with this topsy-turvy new world. But when content marketing jobs continually advertise asking for heavier emphasis on marketing skills and experience rather than content strategy skills and experience, those prospective employers are wrong. Moving forward, the internet is where customers will find more information, and content strategists and tech writers know this already.  We’re already grounded in this. We can learn the marketing stuff, but understanding how to write the content that customers want and need is something that often eludes marketers, but not technical communicators.
Time will tell how this pans out as the call for “knocking down the silos” between content strategists and marketers has bellowed, first by the content strategists, from what I can tell. The way we search, heck–the way we acquire any information anymore is through the Internet more and more. Why not let those who are more experienced get a crack at making the marketing experience in this new digital age more effective?
What do you think? What is your experience? Do you agree with the idea that tech comm holds a bigger place in customer satisfaction than people are giving it credit for? Share your comments below.
That’s right, SEO. I know you put that sign there. (I wish I looked this good from behind, but that’s not me! I’m much wider. :-S) You win.
The second module of my online course in digital marketing is about Search Marketing and how SEO (Search Engine Optimization) and SEM (Search Engine Marketing) works. The module is taught by Mike Moran, who crams a lot of information in 3-4 hours of video.
My initial reaction is similar to when I heard Mark Lewis talk about using XML and DITA to determine ROI metrics on tech content, namely that I understand it on a broad level, but ouch, it hurts my brain! Mark is awesome*, don’t get me wrong, and what he figured out with his XML analytics is genius to me, but about 95% of it is over my head. That’s how I feel about Mr. Moran’s talk on SEO Marketing. I understand the concepts without any problem, but I supposed that since I have little practical marketing experience, much like my XML/DITA experience (which is even narrower), it’s hard for me to make the full connection to the information without feeling overwhelmed.
I just took my quiz, and got a 70% on it. Ugh. Not good. I can take the quiz over again many times until I get a better score, but that’s not a good starting point.
I think much of it feels overwhelming not only because it’s taken from a marketing perspective which I don’t originally come from, but also because I’m listening to the information, and the content strategist/writer in me is trying to think, “Okay, now with the content I write, it has to be clear and concise, and written in as much plain English as possible, using consistent terminology and word choices to be able to be reused and translated easily, as well as written in a way that can be globally understood in context, ANDÂ now I have to start thinking about keywords in relation to organic and paid searches to my website so that I can have as high a ranking in web searches as possible.” (And I’m sure I’m forgetting a few other things, too.)
AAAGGGGH!
I think my brain just exploded. Hopefully there’s something left, because it feels like a mess inside my cranium. In the end, what’s happened to the actual content? Is there anything left worth looking at after that? How creative can I be to make ALL of that happen?
To put it in context, I’m trying to think about how to apply this information I’m learning about search towards either this blog or towards websites I’m thinking of building for my potential tech comm consulting business I might start this summer. Part of me wants to give up before I even start! How can I compete when it all boils down to keywords in my content, figuring out differentiators (which I can’t figure out in the first place), and other factors that would help drive my listings towards the top of a search? For example, how do I even start to promote myself as a tech comm consultant? I have to figure out what makes me a great choice. Part of that is on me, because I have to figure out what my strengths are, and I still don’t feel as strong as other technical communicators who have been doing this much longer than me. Sure, I understand content strategy, but I’m no Scott Abel, or Rahel Bailie, or Ann Rockley, or Val Swisher, or Noz Urbina, or Sarah O’Keefe…(and the list goes on and on…) But once I figure that out, what’s the one thing that will help draw me to the top of the list, or at least the first page of a search, other than geography?
(Ow, ow, ow…hurting brain….)
I think I need to review the slides again for this module, and start re-analyzing the terminology and conditions of all the topics. From a high level, I understand this. From a more granular level–not even that far down–I get lost. I’m feeling a bit defeated already. Mr. Moran said at the end of the lecture that a lot of this information is overwhelming, and that we should focus on what we can do rather than what we can’t do, and work on one aspect, and hopefully you can grow as you learn and practice. He even wrote a compelling article that digital marketing is a matter of bravery, not necessarily matter of knowledge. While I take this to heart, and will keep pursuing this, it will be difficult since I have no or little practical application for this right now. Fear is my primary motivator in all of this. I’m not a content marketer…yet. I don’t even know if I’ll be any good at content marketing until I have a chance to actually try. All I know is that this is the direction I have to go to better my chances in finding work. I really need to master this better, because I don’t have practical experience to use.
I didn’t go to business school for a reason–I’m not good at it, or at least I know others who are a lot better at it than I am. If I can survive this digital marketing course, it’ll be a miracle, at this rate. 😦
One more review of module 2, then it’s on to Module 3– social media marketing. Okay, that might not be too bad. After all, I have a little bit of practical experience with that topic from promoting this blog and other stuff I’ve produced on other blogs…**fingers crossed**
* Since I wrote the two articles about Mark Lewis linked above, I did meet him a year ago, and that’s why I know he’s awesome beyond just watching his presentations. 😀
Fear not, TechCommGeekMom readers, I am still here!
I have had an incredibly busy summer. While some places might have a slow-down during the summer, my summer cranked up instead! I’ve been so mentally exhausted by the end of the day that writing or even curating content has been just out of the question. The good news about that work-related mental exhaustion is that most of what I’ve had to do this summer was truly dig into some content strategy with several clients at work, so at least it’s been productive. I’ve now found a free moment while on vacation to see if I can catch up a little bit here.
One of the things I’ve been working on this summer is myself. I’ve been really unhappy with my health, more specifically, my weight. Anyone who has met me knows that I’m a “fluffy mama”, as my son says. It’s been finally time to do something about it, so I’ve been really concentrating on that. I’m fortunate that among those who support my weight loss efforts of eating better and exercising are several of my STC/tech comm friends, which makes it that much easier to bear. At this writing, I’ve lost over twenty pounds this summer (although it doesn’t look like I’ve lost an ounce), and I’m eating very differently (a lot less!) and exercising by walking long distances and by using my stair-elliptical machine like a crazy woman.
One of the things I figured out early on in this change in my lifestyle was that it really is all about content strategy. Yes, weight loss and getting healthy really is all about content strategy. No, really, it is. Let me explain.
The first thing that makes me align weight loss with content strategy is counting calories. Counting calories is like doing an inventory assessment of your content. You have to look at how much food you are eating, and see if you are eating too much, or eating too little. In my case, I was eating too much. I had to learn to cut back, and start doing word counts–I mean, count calories. Part of that assessment also involves figuring out what content can stay, and what needs to go. I figured out that having Ben and Jerry’s Chocolate Therapy Ice Cream had to go, but small amounts of chocolate frozen yogurt could stay. Choosing the right content is part of the process. Yes, I can still have chocolate, but I have to make different choices of which food items would fit into my eating plan. Counting calories is also like keeping within a budget. One is allotted a certain number of calories, and if you go over the allotment, then you have to answer for it. You can balance that budget with cost-cutting measures like exercise, which gives you an opportunity to show what works with your content and what doesn’t work. What foods are providing energy and which ones aren’t? Which ones enhance your calories counts, and which ones don’t? What is providing positive results or negative results? Which tactics are helping you reach your weight loss goal, and which ones are making the process more difficult?
Every single day for the last few months has been a daily task of doing an inventory assessment, keeping within a budget, figuring out the right content that should go into my body, and what would be the best content to make my weight loss work. Managing this content will need to be done on a continual basis until I reach my weight goal (about 65 pounds from now) and proper maintenance of this balance content will always have to be adjusted even once I reach my weight goal, to make sure that the content will help support whatever status my system needs in the future.
Doesn’t it all sound familiar?
Even if you aren’t watching your weight, look at your own health as a content strategy project. You’ll find the similarities in the process amazingly similar. You’ll also find that the content you put in and edit will improve, just like it does when you are writing and editing content.
(For those who are curious, I’m using FitBit and the My Fitness Pal apps to help me assess my daily stats. Call them my personal Google Analytics. If you want to follow my progress or support each other in health goals, let me now and we can connect!)
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