content management & governance

Over a decade, a global audio streaming app's community accumulated user-generated and authoritative content without established management. As the customer service channel evolved with new stakeholders and a department-wide self-service strategy, the community required auditing, governance, and management for improved quality and cross-channel user experience.

ROLE

  • Content Manager

  • Content Designer

  • Project Manager

  • Writer

SOLUTION

  • Established a multi-strategy project that defined community content components and categories into modules that required their own unique strategy

  • Included change management and enablement communications while working with impacted stakeholders on content changes and strategy

  • Researched content performance and current stats to define a baseline for health and engagement

  • Defined content guidelines for consistency in writing and terminology

  • Created new content templates for summarizing content while preserving their original sources

outcomes

  • Eliminated open user-tags in the community to reduce clutter and misuse

  • Published a summarized user-generated FAQ template for advisor stakeholders, moderator stakeholders, and users to save time for finding solutions

  • Established analytic pathways across customer service channels for further user journey research

  • Reduced content with an average age of more than 5 years

  • Aligned content with Support Site categorization and reduced duplication

  • Established tagging analysis with ChatGPT to understand user-generated terminology

User-generated FAQ Template

faq categorization for cross-channel alignment

To create a consistent user experience across domains, we updated categorization and titles to align with our support domain.

Establishing Graphic & Archival Guidelines