1. Define Your Customer Engagement Content Use Case Requirements

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      When it comes to creating customer facing content, how are decisions made at your organization? Without well defined and documented content use case requirements, at each functional level, but ideally at the business or enterprise level, organizations experience reduced efficiency, effectiveness, and a lower return on content investments. How can you prioritize investments and creation efforts without this input? How can you map and assess your customer facing content? How can you be clear about the specific purpose of each content work product? Unfortunately, this work is seldom done, even at functional levels. The objective of a content publishing operation is to get the best performance from customer facing content, output from resources, time and effort, and return on content. In the vernacular, we’re all trying to do more with less. As demand for content scales, this is becoming more critical. Pre-Produce Content A key principle of a content publishing process is to...

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