usa.gov platform psu web conference presentation
TRANSCRIPT
A perfect storm: implementing an adaptive content model at
USA.gov
Joanne McGovernLead Editor, USA.gov Platform
USA.gov offers a full suite of bilingual products, functioning independently.
1-800-USA-GOV1 Responsive Websites
Additional Contact Center
Services
Publications Social Media
Siloed teams are inefficient.
content creation, content mgmt, marketing,
performance mgmt
content creation, content mgmt, marketing,
performance mgmt
content creation, content mgmt, marketing,
performance mgmt
content creation, content mgmt, marketing,
performance mgmt
USA.gov1-800-USA-
GOV1Publications
BlogSocial Media
Our customer experience isn’t all it could be.
▪Disjointed customer experience
▪Internal inefficiencies
▪Unnecessary costs
▪Competing or duplicative content across channels
▪Multiple Content Mgmt Systems, support contracts, licensing costs
▪Inconsistent standards and conflicting goals
▪Incongruent APIs
Inconsistency & Duplication exist among our properties.
Inconsistency & Duplication
Inconsistency & Duplication
Content Sprawl is a result.
Adaptive Content is free from presentation.
Adaptive Content centers around API
NPR Creates Once, Publishes Everywhere
Content Providers
Music Partners
Manual
Automated
NPR COPE
NPR News App NPR Addict App NPR Media Player
NPR COPE
NPR.org NPR Mobile Site
Functional Teams cross product lines.
Operations
Content & Editorial Board
CM & P PM
Topic Managers
Editors
UX & Visual Design Accessibility Labs
We’ll have a better customer experience and work more efficiently.
▪ Consistent, high-quality customer experience across channels
▪ Fewer redundancies, cost savings, cost avoidance
▪ Higher customer satisfaction and task completion
▪ Positioning for growth/participation government wide
▪ More collaborative, efficient teams
Thank You
▪ @joannemcg
▪ Watch this: a great presentation on adaptive content and
multi-channel publishing by Karen McGrane:
Adapting Ourselves to Adaptive Content