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With the “Mapping your end-to-end content journey and why it matters” about to run (and recorded on January 27, 2020 @ 12:00 PM GMT), I wanted to add some context on how the Content Supply Chain Advisory Service works and what I particularly enjoy about this kind of consulting.
First of all, I should mention that after 5 years working in a product capacity, I've returned to my hometown in the US as a business architect within professional services. It's exciting to bring my decade of background in content management to new projects and services, including our Content Supply Chain Advisory Service.
In short, it’s a service that we offer to review and analyze an organization's content and translation processes to offer suggestions for improvement. We discover both short-term and long-term gains from improvements in processes or technology.
The service starts with a kick-off meeting to confirm attendees for follow-up discovery sessions, what content to evaluate, and solicit existing information on current practices. We then run the discovery sessions to, well, discover how people work within their processes and technology tools. We avoid offering solutions during these sessions and focus on listening and capturing how your team members work.
It's important to have these sessions as cross-functional as possible so that we can get context for why people do what they do as well as connect separate parts of the customer's business. In day-to-day work, without the right context, it's often hard to really understand why certain work needs to be done or how the process could be improved.
Listening closely... (Photo by Sandy Millar on Unsplash)
In parallel to the sessions, we map out the end-to-end process map as a cross-functional workflow diagram. This diagram shows how a process starts, how it flows through the system, and where decisions are made. Though similar to a customer journey exercise which also looks at the who, what, where, how, when, and why the work that needs to be done, a content supply chain advisory service adds business impact to along the steps in the content supply chain.
Finally, in the finding reveal session, we show the "as-is" map as well as a proposed "to-be" state along with the impact of the current way of working and possible return on investment (ROI) for changing.
Definitely register for and join the webinar if you can, otherwise stay tuned for the recording.
I'll wrap up this post by sharing the things I love about this kind of work and process.
Did I mention we try to listen up front and then come back with recommendations? I should clarify it's not that I particularly love listening, but rather I've grown to appreciate its importance and continue to improve my own listening skills.
Do you have experience with content or localization workshops, end-to-end customer journeys, or evaluating a content supply chain? What did you like? What was challenging? I'm all ears! (Photo by kyle smith on Unsplash)