Operationalizing that digital strategy thing.

Outsourcing to the US Heartland

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Two interesting stories about outsourcing to rural areas in the US or to Indian tribes (and don’t give me any of that “Native American” malarkey, I’m 1/8th Iroquois and 1/4 Guaymi from Central America, and let me tell ya, nothing is more annoying than the PC gambit).


Outsourcing to the Heartland

…clients benefit from local accents and similar time zones — not to mention the absence of stigma sometimes attached to farming jobs out to foreign countries.

American Indians helping ease outsourcing quirks

“In many ways, American Indians are entering the outsourcing marketplace at a good time. There’s plenty of work to be had, and for some CIOs the offshore honeymoon is over,” he said. “They’re looking for a low-cost and high-quality onshore option.”

Landing Page Management

Landing page management or optimization was mentioned as one of the top 10 trends in e-marketing at the InnoTech luncheon here in Austin last week. I’ve been giving landing page mgmt some thought here, and have already gathered a ton of requirements from both clients and vendors of other related products (such as email list management, email blasters, etc). Special thanks to Diana Arney at Hart and the good folks at eROI for giving us time to bend their ears.

Here’s a use case for what we think is a feasible system. Please comment if you want to add any other requirements.

Josephine Marketing Manager is creating a very expensive ad campaign consisting of a TV ad that talks about the company’s wonderful ginsu product line. She logs into our system and creates a Ginsu Group and assigns a start and end date for this group. She knows the ads will appear starting December 1, so she wants the group to be live then, and run until December 31.

Then she assigns two urls to the group, /ginsu and /ginsutv.

Then she creates her first page inside the group, pasting in a bunch of HTML and images provided by her creative team. She then makes sure that the page will be live during the dates of December 1 thru 31. Satisfied, she goes home for the night.

The next morning, she sends out an internal email for folks to review what she has. The salespeople love the page but want to know if there will be an alternate page with slightly different copy. Josephine understands the power of the system at her fingertips and asks if there will be different layouts or merely different text.

The salespeople want her to illustrate the difference, so she decides to create a headline variable and a price variable for the first page she created. For the headline variable, she puts in the following possible values:

How to Speed up Your Time in the Kitchen
Blaze Through All That Kitchen Knife Work in Half the Time

And for price she puts in a cost of $89, $99, and $109.

Then she demonstrates to the sales department that each time she visits the page she has created, that different values appear for the headline and the prices. She can also show them on the dashboard part of the system that these choices are being recorded. When she clicks through any link for the purchase, she can show that the traffic to the checkout page has been recorded. She then tells them that it would be very simple to add a snippet of code to the final checkout page to record on her system who actually paid and at what price. She can even give them the code that will reflect the price value she stipulated in her variable for price. (We can do this all with hidden variables to enforce good integration with most shopping carts)

Of course, the sales guys love it, and tell her that they have a couple more variables to throw at her, like opening sentence of the offer after headline and perhaps a free add on, like a free subscription to Ginsu magazine or a free cutting board.

They not only want that page, but they want an another page drawn up, with the same text and variables, but in a two-column layout instead. So she clones the first page and all its variables and then has her HTML guru move everything to a two-column layout.

Now when she tests the system, one layout and then the other is displayed in roughly equal portions, with the variables cycling through its list of values.

Josephine can now see how much traffic is coming through to each landing page, from where, how often, and what happens after they read the copy on the page. She will know if the one- or two-column layout is most effective, and she’ll know which headline and offer combo is the most effective for clickthrus and sales.

And she’ll know in hours or days, not weeks or months.

Feedback? Ideas? Comments? Questions?

Consumer Controlled Media

Traditional advertising is having a pretty tough time. If I’m anything like your basic consumer, I’m tired of being bombarded by advertising in all its forms. I zip through commercials with TiVo. I listen to satellite radio precisely because I can’t stand to listen to those screaming car lot ads. I run 3 email filters (both server- and client-based) to rule out SPAM, and use FrontierMail to send challenges to everyone else who isn’t on my list. I use Mozilla with its automatic pop-up blocker. I read blogs to figure out whether I should buy a service or product, and I add my knowledge to the same blogs. My fingers immediately tear up junk mail I get at my postal address. The first thing I do when I get a magazine is dump out all those subscription cards. My brain doesn’t even register ads in magazines and newspapers.

We use open source technologies and advocate their use, mostly to escape the fees and whims of Microsoft and other proprietary vendors.

(Okay, maybe that last one isn’t really about consumer-controlled media, but if you think about it, it really is–the biggest media platform I own these days comes in the form of a desktop PC or laptop).

Ah, it’s good to be living in the 21st century.

Now if I could only get a little remote control to fast forward through the upcoming promos at the movie cineplex.

Triple Dogs help GSD&M with AmazingFaithOfTexas.com

Customer: GSD&M
Problem: GSD&M’s client, AmazingFaithOfTexas.com, needed a simple way to allow visitors to submit their stories. They also needed an easy way to manage and compile the ever growing list of submissions on the management side.
Solution: We used the Whippet framework from TopDog to create a solution.
URL: http://www.amazingfaithoftexas.com

The AmazingFaithOfTexas.com web site seeks submissions from ordinary folks. The topic: the impact of faith on their lives. GSD&M, the lead agency on the account, wanted an easy system that would allow site visitors to upload their text stories and even images to the site, and a secure control panel that would allow site administrators to manage the list of entries and newsletter subscribers.

GSD&M provided the copy and web design, and we got to work on the backend. We used our Whippet framework (the same one that powers TopDog) to create a compact system for managing story submissions. Because Whippet integrates with our administrative features and file upload capabilities, we were able to provide very basic functionality quickly. GSD&M and their client could then review progress in an iterative fashion and make changes as needed.

Why Testing Your Design is Important

Check out this article on alistapart.com. Talks about how simple choices in design can help or harm what you’re trying to do. The key? Testing different designs with live audiences.

You’ve launched your new site…NOW WHAT?

You’ve worked hard on your web site redesign and launch. You posted hundreds of hours rewriting copy, met with your ad agency countless times to nail down the look and feel, and tackled obscure requirements from sales and customer support. You’ve worked so hard that no one on your staff can even stand to hear the word Web. You’re sick of thinking about it.

You slogged through all the tough times, and now the site is launched. Hooray! Time to party, blow off some steam, get some sleep, stop thinking about PDFs and HTML and webinars.

Fast forward to the week after launch. Now what?

What happens if the CFO needs to post revised quarterly numbers, and needs to do it at exactly 5:01pm on Tuesday? Can you guarantee publication of this information at that time?

What happens if you come back from lunch on a Thursday and discover that a well-meaning worker in another division decided to rewrite your home page copy for clarity? Did you have rules in place to keep him or her out?

What if the only person in your department that understands HTML goes on vacation for two weeks? Or gets a job somewhere else? Or gets sick? Does your web site grind to a halt until you can find somebody else to help you?

What if your most trusted channel partner needs to get access to sensitive documents on a recurring basis, and they want to do this via your web site? Can you easily add a secure place on your site to accommodate them? Or do you keep emailing and faxing dozens of documents daily because for now that’s so much easier?

In short, can your web site keep up with the business or is it just another pretty brochure created by a well-meaning designer? We have nothing against aesthetic appeal and visual design, but your company competes in the 21st century. You need beauty and brains to make it through.

Read about our capabilities and TopDog CMS, see if we can help you through your post-launch jam.

Database Publishing 101

What is database publishing? Is it the same as content management? File management? XML-aware publishing?

The short answer is “pretty much.”

Database publishing, as defined by Adobe, is this:

A process for managing, creating and publishing content through extensive use of database systems and content creation tools.

The basic idea behind database publishing is to store your data (price lists, articles, technical chapters, data sheets, or simple variables like name, address, occupation, etc) in a central repository, then push that data out onto a series of templates.

Some examples include:

  • Reporting. Take a bunch of stored data fields and make sense of them to your audience. Opportunities for customized or personalized reports abound. For example, your VP of marketing may only want the top level numbers, but a marketing specialist figuring out better ways to handle event marketing would need more detail.
  • Web site management. A CMS is simply an online database hooked up to an online templating system, with some kind of online management interface in between. It is database publishing through and through.
  • On-demand printing. Lately there’s been a lot of talk about on-demand printing, particularly when combined with variable printing. Some examples:
    • Manufacturer with hundreds of products puts technical documentation into a central database, then allows users to visit their site and select which documents they want to have printed, either at a 24-hour printer or directly at their desktop. A more complex solution might involve grabbing only those sections they want and creating custom PDFs that can be printed at the user’s desktop, or combining different sections from different documents.
    • University system collects data on prospective students online, then takes this data to send them a fully customized prospectus. If the prospective student has an interest in music, physics and mathematics, emphasize this information and not the football games, poetry readings, and annual Greek Week.
    • Government agency collects information on various topics of interest to citizens, then categorizes this information. Citizens can log on and find information they need (such as phone numbers for a council member) or documents (such as the right form to fill out in order to register a DBA) or resources (the right place to call if you have sales tax questions), compile it into a custom PDF, and save it to their desktop. That way they can print this information out and keep it in a binder at their home or business.
    • Consumer-oriented company does all their business via direct marketing. They collect information on prospective clients (age, ethnicity, educational background, name, address, last 5 major purchases, etc) and prepares mailings using a straightforward cluster analysis. If, for example, they are sending out gym membership trial offers via postcard, there’s no need to send everyone the same post card with a big bodybuilder on the front. Perhaps professional women in their 30s would respond better if the image showed a fit young woman on a treadmill. Or maybe another mailing may improve if the company could co-brand the direct mail piece with the logo of the school the recipient attended. And let’s not forget that putting the recipient’s name front and center can increase response.
    • Wholesaling giant needs to track prices for all their SKUs on all its sales channels–retail operations, partner companies in Canada and Europe, direct mail catalog sales and more. Each SKU with price and other information is centrally stored in a database. A set of rules is applied to update all the channels on price changes and other edits made in the central database.

If most of this sounds similar to content management, it should. All we’re talking about here is the ability to centralize your data storage, then doing custom publishing of this data to one or more output devices or locations.

And yes, you can do much the same kind of stuff with XML. We’ve been particularly impressed with the Berkely XML DB, which can store XML snippets as entire objects (no need to rip them apart and store them in relational rows and columns), which makes for faster retrieval.

Guerilla Content Strategy, Part 5

Folks, we’re almost done with our series on content strategy. To quickly recap:

In part 1 of this series, we talked about content. In Part 2, we talked about your capabilities. In part 3, we talked about your audience. In Part 4, we took on user experience.

Now we turn to the base of the pyramid, the foundation of it all, without which the whole thing would come tumbling down. I promise to be brief, not only because this has been a long series, but because there’s only a little bit left to cover.

You can have scintillating content; software, tools, and workflow coming out your ears; a well-defined audience that you take care of at every level; and a user experience that is the envy of your peers and competitors.

You can have all of that and still be the proud owner of a content strategy that will eventually grind to a halt, fold in on itself, and lay in ruins at your feet. What am I talking about?

The foundation of any effective content strategy: research and improvement. It’s a continuous cycle of:

  1. Evaluating, maintaining, and creating content. Don’t forget to expire the old stuff. Last year’s best practices aren’t necessarily best practices right now.
  2. Segmenting your audience, responding to your audience, growing (or trimming) your audience focus, providing special content segments for your audience. The audience is your customer, treat them right!
  3. Upgrading systems and tools, taking fresh looks at processes and workflows, making sure that everything still works as a well-oiled machine.
  4. Removing ever single rough spot, zit, roadblock, blemish, tarpit, and minefield from every single page and interaction on your site. Just one weird or unexpected thing can cause the whole thing to unravel.

It takes a lot of guts to reevaluate everything you’ve put in place, but you have to do it. It’s a continuous cycle of improvements and adjustments. The ultimate payoff? A Web site whose content is 100% aligned with the goals of the organization.

That’s it–more than you ever wanted to know about content strategy. Let us know if we can help you with any of it on your site.