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CONTENT / COMMUNICATION 
@HALVORSON • LAVACON 2014
AUDIT THE CONTENT. 
! 
REWORK THE IA. 
! 
MAKE SOME 
METADATA. 
! 
REWRITE THE COPY.
YOUR COMPANY IS 
BROKEN. 
! 
YOUR TOOLS SUCK. 
! 
YOU’RE WAY BEHIND. 
! 
YOU ARE DUMB.
My content is terrible! 
It’s not your 
content. It’s you. 
*sobs*
PRINCIPLES 
STRATEGY 
PROCESS 
ROLES 
PERCEPTIONS 
PRINCIPLES 
STRATEGY 
PROCESS 
ROLES 
PERCEPTIONS 
THERE’S SOME 
FOUNDATIONAL STUFF 
WE NEED TO (REMEMBER 
TO) TALK ABOUT.
A PRINCIPLE internally 
motivates us to do things 
that seem good and right. 
A RULE externally compels 
you to do things someone 
else has deemed good and 
right. 
! 
! 
! 
! 
! 
!
ANONYMOUS 
CLIENT STORY 
#1
http://www.flickr.com/photos/mononoke/225965762/
OUR CONTENT PRINCIPLES 
! 
1. This content is not for us. 
2. “Responsive” does not equal “reactive.” 
3. The story informs the format. 
4. Numbers aren’t everything. 
! 
!
MOVE FAST AND 
BREAK THINGS 
http://hillaryfox.com/inside-facebook-headquarters/
*
PRINCIPLES UNITE US 
IN OUR DAY-TO-DAY 
WORK.
PRINCIPLES 
STRATEGY 
PROCESS 
ROLES 
PERCEPTIONS
GOAL 
STRATEGY 
TACTIC
ANONYMOUS 
CLIENT STORY 
#2
“We will become the industry leader in the 
[INDUSTRY] services arena by providing 
our clients with superior service, world-class 
financial services arena by providing our 
clients with superior service, world-class 
products, products, and a and commitment a commitment to excellence 
to 
at excellence every touchpoint at every touchpoint along the customer 
along the 
lifecycle.” 
customer lifecycle.” 
! 
!
STRATEGY 
We will share user-facing, task-based content that 
makes our customers feel smart and safe, both 
personally and professionally.
• Rewrite “About Us” copy 
• Improve “Help” section 
• Create interactive company history 
timeline 
• Restructure home page around top 
tasks 
• Start some content marketing 
• Get some user personas 
!
STRATEGERY
STRATEGY KEEPS US 
ACCOUNTABLE.
PRINCIPLES 
STRATEGY 
PROCESS 
ROLES 
PERCEPTIONS
ANONYMOUS 
CLIENT STORY 
#3
Content?
DO NOT MAKE PROCESS YOUR GOD.
“Different methods work or fail because of 
people, not because they are universally 
good or bad. 
! 
– Pawel Brodzinski, Agile Bullshit 
!
http://www.matthiasshapiro.com/wp-content/uploads/2009/10/IngebretsenDeliverablesWithPictures1.png
ARTIFACTS ARE TOOLS, NOT OUTCOMES.
GOOD PROCESS 
HELPS US MOVE 
TOGETHER.
PRINCIPLES 
STRATEGY 
PROCESS 
ROLES 
PERCEPTIONS
ANONYMOUS 
CLIENT STORY 
#4
! 
1. Take away everyone’s job titles. 
2. Have a series of four-hour working sessions to break 
out “big tasks” and “little tasks.” 
3. Managers go away and come back with “team 
missions.” 
4. Employees pick a team and write their own job 
descriptions. 
5. Select goals, review quarterly. 
6. Go! 
! 
! 
THE BIG PLAN
! 
R – Who is responsible for completing a task? 
A – Who is accountable for the work’s success? 
C – Who must be consulted before work can be 
signed-off on? 
I – Who must be kept informed along the way? 
! 
! 
THE RACI MODEL
EVERY PROJECT, EVERY TIME 
! 
1. At some point, invite All the People 
2. Make sure everyone’s aligned on terminology (e.g. audit vs. 
inventory, wireframe vs. prototype) 
3. Identify timing issues, agendas, overlapping responsibilities
ROLES GIVE US A 
PLACE.
PRINCIPLES 
STRATEGY 
PROCESS 
ROLES 
PERCEPTIONS
http://projectcartoon.com
“In content strategy, our master skills must 
include translating and negotiating, so we 
can facilitate communication between 
disparate disciplines and help them to 
communicate. 
! 
– Rachel Lovinger, 
“Tinker, Tailor, Content Strategist”
PERCEPTIONS GIVE 
WAY TO 
PERSPECTIVE.
PRINCIPLES 
STRATEGY 
PROCESS 
ROLES 
PERCEPTIONS
200,000 years 
1760 
1 billion people 
210 years 
37 years: 
+4 billion people 
2011 
7 billion people
1995: 
The Internet is 
formally commercialized
WE ARE PERPETUALLY CATCHING UP.
“This multi-device web design increases 
stress exponentially. 
! 
– Trent Walton, .net Magazine
ALL THE FEELINGS
“A study of over 350 
people in 6 business units 
at a financial services 
company found that the 
greatest predictor of a 
team’s achievement was 
how the members felt 
about one another.” 
!
TOGETHER. 
OUR WORK IS PERSONAL.
WHO’S AWESOME? 
You’re awesome.
! 
THANK YOU • kristina@braintraffic.com

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Content/Communication: Lavacon 2014