What role does a content manager play in problem solving?

Did you know that content performance tools can help you see business problems, even before BD teams can? 👉Heatmaps and user journeys: Microsoft Clarity is an excellent tool here, it shows you what a given user focuses on inside a given page. 👉 Analytics: Which pages are most viewed? traffic source? 👉 Google Search Console: What are people googling about your brand? For example, if there's an issue with the usability of your solution, content teams will notice that users focus more on content that addresses this topic. Problem definition: The role of the content marketing team here is to accurately define the info. that can address core issues, the best format and platform to lessen the friction between the info. and its audience.

I recently saw a well thought out social media advertisement campaign from a very popular financial institution for the festive season. However, the comment section wreaked havoc from utterly dissatisfied customers regarding its customer service. Though not the dedicated intention of the advertisement campaign, a Content Manager will identify the problems and inform HR to remedy this persistent complaint forthwith. The onus is now on HR to swiftly introduce/reintroduce mandatory customer service training as part of professional development for its employees. Overtime, the Content Manager should engage the audience with interactive posts/polls to gauge feedback on the progress of the organization as it relates to customer service.

The best problem solving skills come from experience and pattern recognition. During my career, I have discovered that the best content managers are those who can draw from experience to solve a problem. People can develop an intuitive sense that allows them to identify similar scenarios and analogies from experience and use them to inform current problems.

Know your audience through research. Analyze audience surveys, website analytics, social media interactions, and customer support queries to identify pain points, frustrations, and unanswered questions. Evaluate existing content for outdated information, relevance to audience needs, and gaps in coverage. Research competitor content strategies to understand what resonates with the audience and where opportunities exist for differentiation. Stay updated on relevant industry trends and challenges to anticipate clients' potential problems.

The problem is the opportunity to identify what is not going well and what can be improved in your company. In my experience, this perspective can help develop both: processes and people. I've seen many people develop in the process of solving a problem because when identify the problem They realize that they also have to evolve their way of acting, thinking and especially being in today's world.

- When defining the problem, it's important to be as specific as possible. Vague problem statements lead to vague solutions. - Consider using tools like process maps or flowcharts to visually represent where the problem is occurring in the content lifecycle. - Look for patterns by reviewing past content issues. Similar root causes may emerge that inform the current problem. - Interview a diverse range of stakeholders beyond just clients/users. - Supplement stakeholder perspectives with both quantitative and qualitative data. - Prioritize problems not just by frequency but also severity. An infrequent but serious issue may need urgent attention. - Document the problem clearly and concisely before presenting to stakeholders and leadership.

The use of metadata in the storage of content makes search, retention, and purpose clearer and easier. Collaborating with content users to determine how content should be stored. Buy-in from the users also ensures they store content correctly.

In production management, I often begin by asking a straightforward question: "Where is the problem, and do we play a role in it?" I evaluate if the issue stems from insufficient support or preparation. Additionally, I assess our manpower's capacity to meet established standards or expectations. This approach involves a form of reverse engineering to pinpoint areas for improvement. In essence, our success in business relies on consistently conducting thorough assessments, approaching challenges with transparency, and addressing any weaknesses or fears head-on. This commitment to due diligence is fundamental to our growth and expansion.

A problem shared is a problem solved Finding the root of the problem has shown that the problem is likely to be solved Without the root of the problem being found, countless resources will be wasted on proffering solutions that at the end of the day won’t be viable and feasible

- Consider impacts on diverse stakeholders - how does the problem affect clients, users, team members, leadership, etc. differently? - Identify constraints like budgets, deadlines, or resources that influence the problem. - Weigh risks and opportunities - could solving this problem open up new possibilities? - Use techniques like 5 Whys to drill down to the root causes, not just surface issues. - Map out the problem's scope - is it isolated or systemic? Acute or chronic? - Develop criteria to assess severity and prioritization objectively. - Visual models like fishbone diagrams can illuminate multiple factors influencing the problem. - Benchmark data helps contextualize the scale and magnitude of the problem.

Go beyond surface-level symptoms and dig into the root cause of the identified issue. Conduct an impact assessment that analyzes the scope and severity of the problem for the target audience, brand reputation, and overall business goals. Assess how existing content contributes to or exacerbates the problem. Understand which stakeholders are impacted by the problem and whose needs should be addressed through the content solution.

While evaluation frameworks can help you narrow down root causes, that is hardly the end-all solution. Having an order list of issues is your most important goal. Maintaining branding guidelines, quality, and consistency is a challenge, especially when you're dealing with hundreds of pieces of content. Think about: Consistent Quality. Identifying the worst pieces of content to either remove or improve. This will give you a means to establish a minimum level of quality. Then think about how to further raise that level, which leads to formatting, themes, and branding. Then think about creativity, visuals, and content. Finally, consider how you are going to organize, monitor, and prioritize your content. Never compromise quality.

Problem analysis in content management involves delving into the root causes of issues identified in the content process. It includes examining factors like audience response, platform performance, or messaging clarity. Thorough analysis enables strategic adjustments, optimizing content strategies, and improving the overall effectiveness and relevance of the content produced.

Most people facing problems analysis cripple themselves at thinking that can be solely solved intellectually into a reunion room cut from the outside world: this is wrong; simply because your audience doesn’t live in a reunion room cut from the outside world… To really capture the essence of the problems you must go on many sites where typically lives your audience, listen to them, eat as them, think as them, and incorporate their own subjective life of their surroundings . Typically live one day “in their shoes “ and you will realise that most of the problems are misunderstandings between the “reality” of your content and the reality of your audience and what they truly expect…

Dissecting the Issue: Focus on understanding the problem’s elements: goals, resources, constraints, risks, opportunities. Priority Setting: Assess severity and urgency. What needs immediate action? What can be deferred? PESTLE Analysis: Broader than SWOT, examining Political, Economic, Social, Technological, Legal, and Environmental factors. Five Whys: A root cause analysis tool that repeatedly asks "Why?" to peel back the layers of a problem. Fishbone Diagram: Helps visually map out the causes of a particular problem, facilitating a comprehensive view. Strategic Success: Understanding the problem deeply leads to effective solutions and long-term strategic wins.

- Develop SMART goal criteria to evaluate solution options objectively. - Consider both short-term fixes and long-term preventative solutions. - Weigh costs, resources required, and ROI when assessing feasibility. - Involve stakeholders early in solution generation to drive buy-in. - Use change management strategies to support adoption of new processes. - Set incremental milestones to measure progress and results. - Establish success metrics and KPIs to track effectiveness. - Document the solution implementation plan for transparency. - Conduct pilot tests of solutions prior to full rollout when possible. - Create contingency plans and workarounds for potential obstacles.

Forget mere content creation, embrace content problem-solving. Dive deep to unearth audience frustrations, diagnose the root cause, and understand the impact. Craft a tailored content cure using targeted formats like blog posts, infographics, and videos. Deliver the right dose on the right channels, from social media to email, at the right time. Continuously refine your remedy based on data, showcasing real-world success stories to inspire action. You're not just a content creator, you're a problem-solving hero using content to conquer challenges and engage your audience.

Problem resolution is all about establishing guidelines and consistency. When you're dealing with more than one content creator, you will soon realize how different their content can be. Without visual, formatting, and quality guidelines - you can never have a successful brand identity. What you ultimately want to do is create a brand identity, but the process requires consistency. We therefore must afford the time and organize our content for monitoring and revision. You also want to think about the content creation process, the tools you use, and the implementation of your branding guidelines. And when we are working on the process, we tend to find new ways to evolve, and if you're complacent then you're not growing.

Problem resolution in content management is the action of addressing and solving issues identified in the content creation or distribution process. It involves implementing strategic changes, refining workflows, or adjusting communication strategies to overcome challenges. Effective problem resolution ensures a more efficient and impactful content management system.

Problem resolution in content management is like a strategic game, where each move is critical. Option Exploration: Identify and compare solutions, weighing their pros, cons, and feasibility. It’s about finding the perfect fit for our content strategy. Stakeholder Engagement: Involve clients, users, team members, and vendors for diverse insights. Their feedback is invaluable in refining solutions. SMART Goals and Project Management: Implement Specific, Measurable, Achievable, Relevant, and Time-bound goals to guide the solution process. Finally, execute content updates and changes aligning with chosen solutions. This is where strategy becomes action and then results. The goal? Efficient problem resolution for optimal content impact.

As a Content Manager, problems can be solved by consulting stakeholders for input. How-to videos and infographics can be created, new FAQs can be established, and a Q&A webinar can be held, but the most important thing that can be done is to have one-on-one contact with customers. It's important to let customers know you hear them and are listening. A structured team meeting can be held to develop an action plan to create SMART goals and solutions to common and not-so-common problems. A list of all issues and nuances should be made so that there is a resolution for each issue.

Look at your content in three tiers: Low, Medium, and High. Starting by either removing or revising the low-quality content. This will create a base level for content quality. Then you want to start working on the value of your deliverable content. Once this process is complete, you can consistently deliver quality, your problem becomes much simpler. Then you want to ensure that all your future content meets the minimum level of quality, which suggests constant monitoring and revision. Then, you want to seek new ways to create value. This is a creative process that can have twists and turns. The freedom to explore ideas and the tools you use to create are important. Finally, syndication. Expanding reach and marketing channels.

This data-driven approach informs strategy, helps in creating relevant and engaging content, and ensures effective allocation of resources. It also aids in measuring the success of content initiatives and adjusting tactics for better results.

Although everyone might agree that content manager is all about problem-solving skills but keep in mind Its called manager because we are supposed to “manage”. It requires evaluating regularly then we can know what problem should we solve. Managing and solving things without knowing the problem is a fatal mistake.

All though problems occur it is best to have an effective risk management unit in place that can preampt these risks and have the necessary controls in place to mitigate operational and tangible risks. But not all can be managed such as black swans

- Conduct post-mortems to uncover systemic issues that allowed the problem to occur. - Implement and iterate on content strategies to align with evolving user needs. - Automate and optimize workflows to reduce human error. - Develop style guides and document processes to maintain consistency. - Schedule regular content audits and site health checks for early issue detection. - Provide ongoing training on content best practices and new tools. - Create feedback channels for users and team members to quickly flag problems. - Continuously gather user analytics and satisfaction data to catch emerging issues. - Foster an open culture where team members feel empowered to raise concerns.

Problems will always occur no matter what you do to prevent them. A system or process's design may not be the way users like to use it. Even when guidebooks or procedures are in place, things may happen even when you least expect it. Changes can be made to make it easier for customers to adapt to a way they are familiar with it. A Content Manager has the best chance of getting these changes made because they will have firsthand knowledge of customer's insight into issues. They can serve as an advocate to stakeholders who can make needed changes. Content Managers can update and create new guides, infographics, and videos to show the new changes that have been made.

Any content strategy will involve potentially hundreds of pieces of content. Maintaining a standard is our biggest and most time-consuming challenge. To ensure a minimum level: You will need to have your content creators all on one page. This suggests branding, themes, images, substance, and formatting guidelines. Then you must create a platform for editing, monitoring, and revision. Prevention implies the ability to identify the issue. This can only be done by organizing and databasing your content, establishing evaluation criteria, and revisiting the content to add value. For content creation, consistency, particularly high-level consistency is critical. Never compromise on content quality and work to create value.

A prevenção não é tão simples como pensamos porém se a empresa e a pessoa responsável estiver empenhada, haverá prevenções pontuais e aqueles problemas que possa ocorrer mesmo com a prevenção, pode ser resolvido a curto prazo.

Content managers collaborate with writers, editors, designers, and marketers. More often than not, content managers act as mediators, fostering effective communication and resolving issues to ensure a smooth content creation process.

Problem solving is entrusted to the art of words of which the content marketer is the expert. Through profound lexical knowledge and the value that words themselves bring, the content marketer has the possibility of resolving conflicts and helping the business position itself on the market in the right way. For my prospective, content marketing is nothing more than the ability to enhance words by giving voice to what has no voice: the word, the bearer of values, emotions and empathy. Milestone principles for resolving conflicts

- Adopt a growth mindset. View problems as opportunities to learn and improve. - Ask "why" frequently. Retain beginner's mindset even as experience grows. - Observe users and clients to empathize with their needs and pain points. - Read widely. Gain new perspectives from diverse sources and disciplines. - Attend conferences and events. Networking sparks new ideas and partnerships. - Follow industry trends proactively. Position yourself on leading edge of changes. - Volunteer for pilot projects. - Reflect on successes and failures. Analyze what worked or didn't work for continuous improvement. - Maintain optimism and determination. Persist through setbacks. - Celebrate small wins. Momentum builds confidence to tackle larger problems.

Proactively identify potential content-related issues before they escalate. Implement preventive measures and solve problems before they negatively impact your brand. Content Review Team Early Testing Sensitivity training Preemptive Communication Crisis Response Plan Monitoring and Listen Actively Adjust or Remove Content

Content managers engage in strategic planning to align content with overall business goals. They identify potential challenges and develop proactive solutions to address them.

Ter o conhecimento necessário na sua função fará que a resolução do problema seja rápido. Uma vez um cliente me falou que seu notebook estava apagando a tela quando se estava usando, como não tenho tanta experiência neste assunto e local próprio para tratar, levei a uma assistência técnica de confiança onde resolveram o problema e deixou o cliente satisfeito.

Content management allows you to take advantage of the competencies of the personnel involved, managing their strengths in the various taxonomies to be evaluated, allowing you to channel the goals and objectives by distributing tasks according to the potential of the human resource available

In some companies, the documentation department is split into several managed groups. Usually, an Architectural Group first collaborates with engineers at very low levels of engineering to produce a specification. Once completed, another group will work with the engineers to cherry-pick items from that specification relevant to a product (there may be several different products generated from that specification). However, for example, if the engineering team produces software to make a type of memory for a specific customer, this information is not passed to the Architectural Spec. If the customer alters this software (without first consulting the firm), it might not interface correctly with other products. This has happened at great cost!

It’s important to note how the content will be consumed and how it would add value to the person in their day to day lives. I worked on developing an internal communication tool and though we had lots of data, it came down to what was going to be help people be more productive.