Weitere ähnliche Inhalte Ähnlich wie Andrew information revolution (20) Andrew information revolution3. About acrolinx IQ Global leader in Information Quality Management Grammar, Spelling, Style Terminology Reuse 5. Yes, it’s really a revolution! © 2010 acrolinx Speak with one voice Information Revolution? 6. … a cohesive multi-channel communication strategy © 2010 acrolinx Speak with one voice Your mission… 8. Moving from Information Paralysis to Information Intelligence © 2010 acrolinx Speak with one voice Big Picture Goal 10. Do you listen to your customers? We all know it is important, but… Can you integrate it with data? Can you act on your findings? 11. What is information intelligence? The management and implementation of a cohesive multi-channel information strategy 12. It’s all about the words…. be proactive, not reactive! Engage your customer Make Content Findable Nurture Community Content © 2010 acrolinx Speak with one voice How do you get it? 15. Customers are around the world - can they find you? Can they understand? What are they saying about you? 16. Information changes - are you engaging in a conversation?© 2010 acrolinx Speak with one voice The Power of Words 17. How do people find information about your products? Typing the exact URL into the browser window Going to a website and then trying to navigate to their content Using a website’s internal search feature Following a link or book mark Asking a friend Using a search engine - where will this take them? 18. Moving Search to the Next Level 25% of product searches lead to user-generated content © 2010 acrolinx Speak with one voice 19. Symantec Enterprise Support Explosive Growth of Community Interactions 5% 3% 2% 2% 27% Jul-Sep 08 Apr-Jun 09 37% 93% 60% 71% 6,609,817 Customer interactions 8,002,883 Customer interactions Jul-Sep 07 2,895,302 Customer interactions Community activity Self-service activity © 2010 acrolinx Assisted – new case activity Speak with one voice 17 Introduction 21. Information is too parochial Global Revenue Distribution 50% of revenues are coming from “RoW” Why is everything in English? North America ROW © 2010 acrolinx Speak with one voice 22. This is not about translation The key to global information delivery is not translation, but search © 2010 acrolinx Speak with one voice 33. Keyword context is important [sentiment analysis] © 2010 acrolinx Speak with one voice Overview 35. Define, Deploy, Measure Define Branding and Differentiators Technical Precision Tone of Voice Search Optimization Global-readiness 42. Why does it matter? Drive revenue through: Better customer engagement Better product focus through clear understanding of customer voice 44. What does it deliver? Enable real Enterprise Content Strategy: Coordinate global messaging / branding Ensure messaging across content creation teams Provide actionable analytics Empower deployment of SEO strategy 45. Summary Connect Marketing, Engineering, Technical Publications and Support in one user experience Engage with your customers and tailor your content to them Hinweis der Redaktion Web analytics is becoming more content aware