Content Operations

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

‍

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

Accessible, popular book introducing the topic of content strategy.

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

Yearly conference dedicated to the topic of omnichannel content strategy.

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

Defines governance in the context of content strategy and discusses business practices needed for success.

Discusses operationalizing governance, the components of it, and how to establish a governance team.

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

Podcast interview with a Facebook conversation designer

Product-demo video that shows a detailed design example using Botsociety.

Detail article about how to start the conversation-design process

Ebook covering the process for designing chatbots, including tools, flows, templates.

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

Detailed overview of a voice designer's approach to their work.

Tips from an experienced voice designer on making the transition from GUI to VUI.

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

Podcast interview with Rahel Bailie.

Detailed, step-by-step handbook for planning and executing content migrations.

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

Article about finding content gaps that uses the customer journey as a way to identify gaps.

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

Slides from a presentation by Kevin Nichols at Information Development World

Template for developing a customer journey following Kevin Nichols' process.

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

A classic article on the mechanics of setting up and conducting a content inventory and audit.

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

Classic list of heuristics to include in a content audit.

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

Quick read with focus on audit context and criteria.

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

‍

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

Accessible, popular book introducing the topic of content strategy.

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

Yearly conference dedicated to the topic of omnichannel content strategy.

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

Defines governance in the context of content strategy and discusses business practices needed for success.

Discusses operationalizing governance, the components of it, and how to establish a governance team.

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

Podcast interview with a Facebook conversation designer

Product-demo video that shows a detailed design example using Botsociety.

Detail article about how to start the conversation-design process

Ebook covering the process for designing chatbots, including tools, flows, templates.

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

Detailed overview of a voice designer's approach to their work.

Tips from an experienced voice designer on making the transition from GUI to VUI.

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

Personal account of how an industry leader built a content operation.

Marketing-focused article that outlines the practive of content ops and its benefits.

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

Podcast interview with Rahel Bailie.

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

Detailed, step-by-step handbook for planning and executing content migrations.

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

Article about finding content gaps that uses the customer journey as a way to identify gaps.

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

Slides from a presentation by Kevin Nichols at Information Development World

Template for developing a customer journey following Kevin Nichols' process.

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

A classic article on the mechanics of setting up and conducting a content inventory and audit.

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

Classic list of heuristics to include in a content audit.

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

Quick read with focus on audit context and criteria.

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

‍

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

Accessible, popular book introducing the topic of content strategy.

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

Yearly conference dedicated to the topic of omnichannel content strategy.

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

Defines governance in the context of content strategy and discusses business practices needed for success.

Discusses operationalizing governance, the components of it, and how to establish a governance team.

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

Podcast interview with a Facebook conversation designer

Product-demo video that shows a detailed design example using Botsociety.

Detail article about how to start the conversation-design process

Ebook covering the process for designing chatbots, including tools, flows, templates.

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

Detailed overview of a voice designer's approach to their work.

Tips from an experienced voice designer on making the transition from GUI to VUI.

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

Personal account of how an industry leader built a content operation.

Marketing-focused article that outlines the practive of content ops and its benefits.

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

Podcast interview with Rahel Bailie.

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

Detailed, step-by-step handbook for planning and executing content migrations.

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

Article about finding content gaps that uses the customer journey as a way to identify gaps.

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

Slides from a presentation by Kevin Nichols at Information Development World

Template for developing a customer journey following Kevin Nichols' process.

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

A classic article on the mechanics of setting up and conducting a content inventory and audit.

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

Classic list of heuristics to include in a content audit.

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

Quick read with focus on audit context and criteria.

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.

Three product designers share "their approach to designing seamless experiences for people navigating Spotify with nothing but spoken words."

‍

Newsletter that tackles many analytics and SEO-related topics and provides lots of helpful tips.

Collection of resources on omnichannel from AvenueCX, leading consultancy in this space.

35-week intensive certificate course in content design/ux writing. Curriculum includes content strategy fundamentals, courses on accessible and includisve UX writing, design systems, cross-team collaboration and much more. First cohort begins September 2022.

The first content strategy book to focus on project managers, department heads, and other decision makers who need to know about content strategy.

Described as "a modern field guide packed with everyday examples and transformative insight," this book will help you become the kind of manager you wish you had.

Rather than advising readers to follow their passions, Dr. Oakley encourages broadening your passions. Learn how to turn perceived weaknesses into strengths and how to bring insights from one discipline to another.

From the author of The 4-Hour Workweek, a compilation of tools, tactics, and habits from 130+ of the world's top performers.

Accessible, popular book introducing the topic of content strategy.

From the leading voice on the topic of digital governance, "Managing Chaos inspires new and necessary conversations about digital governance and its transformative power to support creativity, real collaboration, digital quality, and online growth."

A step-by-step approach for doing content strategy, from planning and creating your content to delivering and managing it.

Full of definitions, questions you need to ask, checklists, and guidelines, this book focuses not on the what or why, but on the how.

Engaging guide for people starting out in UX writing. This book will show you how to give your users clarity, test your copy, and collaborate with your designers and other team members.

This hefty tome by two industry experts addresses all phases of a web project and includes a chapter on how to select a content management system as well as other technical topics. Available either free on the web or in a softcover book.

From content management veteran Deane Barker, this is an "overview of the entire CMS ecosystem—from platforms to implementations—in a language- and platform-agnostic manner for project managers, executives, and new developers alike."

This book makes the case for developing content models in close connection with content management system requirements and capabilities.

The definitive guide, from a leading voice in enterprise content strategy, to analyzing and modeling content for reuse, designing metadata, selecting technology, and much more.

The title says it all. The first, biggest (1176 pages!), most comprehensive guide to all things content management.

Sarah Richards led a team at the Government Digital Service in the UK and is considered the inventor of the discipline of content design.

The only book-length work on the topic of content inventories and audits.

This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

A guide to finding a vocation that feeds your heart and soul from the founder of Askinosie chocolate who went from being a criminal defense lawyer to an entrepreneur.

The book that put UX writing on the map, providing practical, tactical advice for how to determine the right words to use and how to measure their effectiveness.

Mags Hanley went from working in digital at places like the BBC to becoming a career growth coach and mentor. In addition to her book, she also offers coaching and workshops.

Self-guided training from the Salesforce "Trailhead" series; includes learning the value of stories in business, basics of storytelling, using storytelling in business communications and presentations.

Self-guided training from the Salesforce "Trailhead" series; includes self assessment, exploring career options, creating a plan and skilling up, and landing your next opportunity.

In this article for Smashing Magazine, Sara Wachter-Boettcher writes that "what you don't know will hurt you," referring to the messy legacy content that, if not dealt with, will come back to haunt you when your navigation, templates, and layout don't support it. The solution, a content audit that answers the questions what are we publishing and what do we want to do with it?

Breaks down omnichannel impact with specific retailer examples and provides a quick overview of four ways to win at omnichannel strategy.

Article from McKinsey & Co. consultancy about how top retailers get omnichannel right. Includes helpful graphic of the three core omnichannel strategies.

Yearly conference dedicated to the topic of omnichannel content strategy.

What content management professionals can learn from librarians on the topic of managing content over time and weeding out what is no longer useful.

Defines governance in the context of content strategy and discusses business practices needed for success.

Discusses operationalizing governance, the components of it, and how to establish a governance team.

Defines digital governance, discusses risks, and specifically focuses on the importance of organizational change.

Book by a leading design-industry expert that "explains what makes an interaction truly conversational and how to get more comfortable using language in design."

Podcast interview with a Facebook conversation designer

Product-demo video that shows a detailed design example using Botsociety.

Detail article about how to start the conversation-design process

Ebook covering the process for designing chatbots, including tools, flows, templates.

Course covering how to develop a chatbot persona, write chatbot scripts, and begin to develop a conversation-design portfolio.

Detailed overview of a voice designer's approach to their work.

Tips from an experienced voice designer on making the transition from GUI to VUI.

Introduction to "the exciting new frontier of voice content design, and the questions that designers, content strategists, and engineers need to answer in order to build richly structured, inclusive communication with the powerful medium of voice."

Interview with conversation-design pioneer (and Seattlite) Phillip Hunter.

Book by two long-time conversation-design experts that "teaches you how to design conversations that are useful, ethical, and human-centered."

Personal account of how an industry leader built a content operation.

Marketing-focused article that outlines the practive of content ops and its benefits.

On-demand, two-hour course that shows the connection between content strategy and operations and principles that stitch them together.

"Rahel Bailie discusses why ContentOps is a necessary companion to DevOps and DesignOps, why organisations have been slow to adopt ContentOps, and how to move towards it by rejecting prescriptive measures and instead looking at general ContentOps principles."

From a consultancy focused on technical communication, a "manifesto" about the four basic principles of content ops. See also https://www.scriptorium.com/2021/03/content-operations-contentops/.

Despite the source being a tool vendor, this is a good introduction to the topic of content operations, includes links to a downloadable guide and a webinar on the topic.

Detailed, step-by-step handbook for planning and executing content migrations.

From consultant and audit tool developer David Hobbs, a seven-step process for migrating content into a content management system.

Written by the author of the book Content Design, this article is a brief outline of the content design process and debunks a few myths about it.

This book by the author of Information Architecture for the World Wide Web takes on the topic of what you can learn about your lusers by what they search for on your site. The authors shows how to gather and analyze search query data to make improvements.

A good introduction to how to use data to help drive content writing. Although seemingly about SEO, it makes the case that the data is showing where you need to focus content creation efforts to develop more effective content.

Web page with examples of B2B and B2C customer journeys with brief description and list of benefits.

Article about finding content gaps that uses the customer journey as a way to identify gaps.

Interview with Kevin Nichols by Scott Abel and Megan Gilooly on an episode of the Content Advantage webcast.

Slides from a presentation by Kevin Nichols at Information Development World

Template for developing a customer journey following Kevin Nichols' process.

Short article about using customer journeys to improve customer experience, with a helpful framework to help you think through the process.

Blog post about creating customer journey maps with a focus on shared goals between you and your customer. The author advises avoiding "funnel thinking" and provides a set of questions to ask colleagues and customers.

When people talk about customer experience, they often talk about touchpoints. This article argues that rather than focusing on specific touchpoints, consider the whole journey.

From ContentStrategyInc.com, a helpful scorecard designed to create a big picture view of content strengths and weaknesses.

A checklist for use by digital content creators and marketing teams to evaluate content, with tips for use.

In this article for Content Marketing Institute, Leibtag advocates for moving toward multi-dimensional content audits, i.e., combining the quantitative data with qualitative analysis, which could mean enhancing your audit with design, analytics, and template information. A multi-dimensional audit helps set the stage for the design phase of a redesign and helps you make good decisions about the content.

Content audits aren't just useful to content strategists--user experience designers need the insight they provide too.This article presents an in-depth study of an intranet redesign, in which doing an audit helped facilitate conversation with stakeholders about the ultimate goals of the project and uncovered insights that led to design decisions.

Discusses UX audits, but most of the steps and tips could be applied to content audits as well.

One of the many great resources to come out of the gov.uk redesign, this article presents a brief case study of the learnings from the audit conducted as part of the project.

A classic article on the mechanics of setting up and conducting a content inventory and audit.

A good companion piece to Jones' article Toward Content Quality (listed here as well), this is as it says, a practical approach to the process and value of content analysis.

This article by Clout author and ContentWRX CEO (? check title) includes a helpful content quality checklist as well as tips for maintaining content quality over time.

Classic list of heuristics to include in a content audit.

A content audit is a crucial step in understanding a content-heavy site. Spencer provides expert guidance on getting through this "tedious, un-sexy," but necessary task. Includes tips on what to include and advice about not capturing what you don't need.

Another in the four-part series on the GatherContent blog, this post focuses on the process of conducting an audit,

Part of a four-part series on content audits with focus on choosing the data to include in your audit.

Quick read with focus on audit context and criteria.

On this OmnichannelX video podcast, David Hobbs discusses automating content inventory work, specifically, how to visualise content at scale and speed, to turn the inventory process into an opportunity for discovery and insight into content that can inform your content strategy.

David Hobbs, developer of Content Chimera, advocates for moving away from spreadsheets and toward a more holistic view of your content. Emphasizes thinking through the "why" of content analysis.