Customer Experience: 12 Steps to Designing Content StrategyDesigning your own content strategy is one of the most enjoyable, useful and essential tasks of a content professional. It proves your added value, involves your manager in your activities and improves cooperation with your co-workers.

What is a Content Strategy?

There are multiple philosophies on content strategy, but if you take into account the original meaning of "strategy" -- and therefore we need to go back in time to the ancient Greeks -- I would like to suggest the following definition:

A content strategy is a plan that describes how the goals of an organization can be met by providing valuable information to its audience.

The ancient Greeks realized that the available resources are never optimal and circumstances are never ideal. Having a well defined strategy helps in gaining an advantage over the competition or to make the best use of circumstances. A strategy always considers an element of uncertainty in what the future will bring.

Never Take a Tool for Granted

It is awkward to speak of a "social media strategy" or an "intranet strategy," because these imply the use of a particular tool, when which tool you will need to achieve your goals has yet to be decided.

You are leaving too much to chance if you renew a website, launch an online campaign, select a Content Management System, social medium or implement any tool without having defined a content strategy beforehand.

Do you want to know why the new intranet is not taking root in your organization? Or why social media has not proven as successful for your company as planned? Possibly social media was not the best tool to meet your goals and reach your target audience, or possibly it should just be one of the many tools at your disposal.

Prove Your Added Value!

A content strategy is not the process of getting your content processes and content organization in place; that is better described as content governance. A content strategy is also not focused on planning, developing, managing, distributing, evaluating and maintaining content, which is the field of content management. A content strategy -- which you make in the planning phase -- helps to translate your organizational goals into a mechanism by which your goals can be achieved by using content.

A content strategy helps you to find out who needs what information, and at what moment, in order for you to achieve your goal. In addition it describes the best format and way to deliver this information. Connecting a content strategy to an organizational goal and measuring the results after implementation can prove your value as a content professional to your management.

The 12 Content Strategy Steps

Having given content strategy workshops across the globe for many years, I have designed a methodology for organizations to develop their own content strategy in 12 practical steps.

Try it during your own workshop!

Step 1: Determine your goals


Each content strategy starts with an organizational goal. Whichever goal you choose, always make sure that it is aligned to the strategy of the management. They are working on achieving specific organizational goals, and if you can help them using a content strategy, you should explicitly state so.

This requires you to think like a decision maker. What does management want? The goal of managers in this case is not to implement a new CMS or a new website; nor do they desire better content or a decentralized editorial department. They hired you to think about this. Therefore you should not bother them with these kinds of operational and tactical issues. Don't talk about content!

Step 2: Feel the pain


What is keeping an organization from achieving its goals? That is the pain a content strategy focuses on. By this I do not mean the "pain" you feel because you do not like the website or you want another CMS: I mean the pain the management of your organization feels.

You could try to imagine the struggles of your management, but it makes more sense to ask them directly. In this way you hear about issues firsthand and you can be the first one to say that you will be able to relieve that pain.

Step 3: Define the success factors


What needs to improve in order to take away the pain? The answer to this question is your success factor. Success factors are about improving or reducing something that is in the way of reaching the organizational goal. They are your "pain killers."

Success factors will appear automatically if you systematically focus on the goals and pain of the organization. In a content strategy a success factor is often used as an assumption, because it links the goal to the pain.

Success factors often form the foundation of a business case. It is a typical resource for finding success factors. You should seek out the business case when you are working on a content strategy.

Step 4: Keep your audience in mind


Communication is the exchange of information with someone else. The more you know about your audience and the more you make use of that knowledge, the better chance you have of successful communication.

Your audience consists of specific target groups. In your content strategy you should always focus on someone you can shake hands with, and not "the public" or "the customer." If you do not explore the social context of your audience, you risk making a content strategy that does not link you to the people you want to reach.