andrew information revolution
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Connected Customer Communication
The Content Optimization Loop
Andrew BredenkampCEO, acrolinx
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About acrolinx IQ
• Global leader in Information Quality Management
• Grammar, Spelling, Style
• Terminology
• Reuse
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Customers
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Yes, it’s really a revolution!
Information Revolution?
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• … a cohesive multi-channel communication strategy
Your mission…
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Information Ecosystem
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Moving from Information Paralysis to Information Intelligence
Big Picture Goal
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Corporate information is just a seed
Third Party
content
User Generat
ed content
Enterprise
content
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A World without Words
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• Content is produced across the organization - is it search ready? Is it consistent?
• Customers are around the world - can they find you? Can they understand? What are they saying about you?
• Information changes - are you engaging in a conversation?
The Power of Words
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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?
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25% of product searches lead to user-generated content
25% of product searches lead to user-generated content
Moving Search to the Next Level
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Symantec Enterprise Support Explosive Growth of Community Interactions
Symantec Enterprise Support Explosive Growth of Community Interactions
17
2%
93%
5%
Community activitySelf-service activityAssisted – new case activity
2,895,302Customer
interactions
Jul-Sep 07
60%
37%
3%
6,609,817Customer interactions
Jul-Sep 08
71%
27%2%
8,002,883Customer interactions
Apr-Jun 09
Introduction
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Information is too parochial
50% of revenues are coming from “RoW”
Why is everything in English?
Global Revenue Distribution
North America
ROW
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This is not about translation
The key to global information delivery is not translation, but
search
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The Information Lifecycle
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Real Text Analytics
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Keyword Management
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Discover - Validate - Deploy
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Keyword Visualization
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Global SEO
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Define, Deploy, Measure
• Define
• Branding and Differentiators
• Technical Precision
• Tone of Voice
• Search Optimization
• Global-readiness
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Define, Deploy, Measure
• Deploy
• Wherever content gets created
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• Measure
• Metrics & Reporting Dashboards
Define, Deploy, Measure
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High Quality Content
Key to getting attention is high quality content
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Why does it matter?
• Drive revenue through:
• Better customer engagement
• Better product focus through clear understanding of customer voice
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Reported customer benefits
Source: Jive Software: http://bit.ly/eIm6nl
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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
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Summary
• Connect Marketing, Engineering, Technical Publications and Support in one user experience
• Engage with your customers and tailor your content to them