Reyna Martinez
Content Writer
Reyna is a content writer who takes the unstructured and componentized content provided by her subject-matter experts and authors it into long-form components and completed documents, guided by the content models created by Doug the content architect and Sofía the graphic designer.
KEY CHALLENGES FACED
- Writing technical documentation without XML, DITA or taxonomy training
- Resolving formatting and saving issues when co-authoring on content
- Assembling content that’s reliable and compliant
- Duplicating content because there’s no centralized source of truth repository
Monika Weber
Subject-Matter Expert, KYC
Monika is a subject-matter expert in her niche field who takes instruction from Jim to assemble and collate the core content to be used for the project.
She researches, verifies, sources and supplies all the unstructured core data, along with suggesting existing content to use, for Reyna and the other content writers to author their longer-form content for various channel outputs.
KEY CHALLENGES FACED
- Having a defined content strategy
- Knowing what new content is required and what reusable content could be available
- Carrying out repetitive research tasks due to a lack of data input source integration
- Struggling to understand if her precise and validated content is being used diligently
Raman Verma
Global IT Operations Manager
Raman is the IT operations leader who ensures the required standards for architecture, localization, accessibility, ISO 27001 and IT ecosystem compliance are in place. He aligns technology initiatives with the overall business goals of the company to enhance operational efficiency and ensure the smooth functioning of systems and services across multiple regions.
KEY CHALLENGES FACED
- Keeping content operations processes aligned with organizational IT & security policy
- Providing and maintaining IT infrastructure on a global scale and facilitating regional requirements that can be dependent on local regulation
- Receiving a clear content strategy and understanding the reasons why content must be operationalized in a specific way
- Managing evolving requirements for the content strategy with Naomi and Doug so they are in line with IT budgets and resource priorities
Sofía Moreno
Graphic Designer
Sofía is a talented graphic designer who listens to the content brief and creates the design template layouts to be used in Doug’s content models, so they have maximum impact for functionality, accessibility, component flexibility and aesthetic value.
KEY CHALLENGES FACED
- Keeping content on brand
- Ensuring only the latest version of design content is in circulation
- Combining format, style and layout accuracy with the flexibility for regionalization
- Keeping content fresh, engaging and accessible for all global channels
Jim Gomez
Production Manager
Jim is a seasoned production manager responsible for project management, team efficiency and on-time delivery within the organization. He prides himself on efficiency and hitting content publishing deadlines for Naomi.
KEY CHALLENGES FACED
- Ensuring content projects are delivered on time and on budget
- Constantly relying on manual, unautomated processes
- Factoring in global scale for content, especially for translations and regionalizations
- Battling against searching for data and assets from multiple storage locations
Naomi Tanaka
Content Leader
Naomi drives the content strategy within the business to ensure it delivers on the overall business goals and objectives. She is responsible for and reports to the board on content direction, engagement, ROI, compliance and accuracy using business intelligence and presentation tools.
KEY CHALLENGES FACED
- Managing pressure from the board to improve content ROI
- Maintaining compliance across the business
- Creating content for new output channels, audiences and languages
- Executing digital transformation initiatives on a global scale
Kim Taylor
Line of Business (LOB) Manager
As the person responsible for the team managing the activation of the content after Jim’s team has published it, Kim shares a responsibility with many other reviewers to offer feedback and check content for errors as it is being produced.
KEY CHALLENGES FACED
- Fully knowing the project scope and global strategy around the content
- Having visibility of the project status and publishing deadlines
- Efficiently combining and sharing stakeholder feedback in the collaboration process
- Understanding how to execute the content and how to measure its ongoing success
Doug Harris
Content Architect
Doug liaises with Naomi the content leader in the strategic planning phase. He is responsible for building the structured, componentized content models and document types to be used by content writers as their authoring templates, which he creates using Sofía’s designs.
KEY CHALLENGES FACED
- Simplifying enterprise content complexity for authors
- Managing compliance and taxonomy usage
- Removing technical barriers to producing structured, reusable content for omnichannel publishing
- Administering and fixing errors caused by duplication and manual processes
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