Adventures in Content Strategy
"Either write something worth reading or do something worth writing." Benjamin Franklin
Back at the end of 2019 I thought to myself “I’ve read a lot of difficult, complex books. In 2020 I just want to read fun books!” Then March happened. I actually couldn’t read at all for a few weeks, and when I started reading again I could barely focus on Star Wars books, let…
In 2019 the UN released a report showing gender bias in AI. 71% more targeted awful things said to female assistants than not. In other words, the robots were sexist. But are robots really sexist? Of course not. Robots are products, and they do what their builders (consciously or unconsciously) tell them to do. Why…
In a recent webinar I learned how sensitivity editors review fiction books. I found myself wondering: as part of inclusive UX, how might we incorporate cultural sensitivity editing? Inclusivity is a broad term. It means making sure that a device or content or system works for everyone. Specifically, people who are often excluded or marginalized….
I sometimes hear a content strategist joke about being a “content therapist”. But it’s not so far off! Most of content strategy isn’t about writing. It’s about listening. In a way, we are (unlicensed) therapists. Content therapists! In other words, we need to understand how people feel in order to communicate with them. How we…
As we approach the end of the year, many organizations are having their annual conversation around design freezes and technical debt. This year I found myself wondering: why don’t we have end-of-year freezes to spend time on content debt? What is “Debt”? Technical debt typically refers to work that piles up and never has a…
Sorry, I can’t help with that: Content strategy for chatbots, by Michael J. Metts “People love AI”. No they don’t! People love doing more meaningful things than managing their utilities through an app. Business people love being able to say that they work on AI. So where do these requests come from? Will a chatbot…
The “pipeline problem” is about belonging, by John Paz Myths about workplace diversity 1. “Diversity is a problem that needs to be solved.” Diversity is not a problem. Building a balanced team is something we should aspire to, not be burdened with. Homogenous groups share biases They share assumptions They share knowledge gaps Diverse groups…
Collaborating with Overthinkers, by Meredith Arthur It’s easy to hear feedback and think “I don’t know what I’m doing.” Meredith has ideas for how to avoid overthinking. How to Recognize Overthinking People pleasing. Perfectionism. These are blockers to good work. They come from overthinking. In yourself, you may recognize overthinking in these symptoms: Physical symptoms…
Good copy is good business: The ROI of microcopy, by Yael Ben-David You want your return to be higher than your investment. There are two ways to do that: Increase the return Decrease the investment But if you want microcopy return to be high, you need a fair amount of investment. Good microcopy requires understanding…
How Content Design Shapes Chewy’s Customer Experience, by Allison Bland Chewy cares about pets. Allison wanted to make sure Chewy’s content reflected that, and made it a joy to shop, and not an annoyance. Content Design at Chewy What does content design look like at Chewy? The biggest question Allison initially got when she joined…
