Service Design: A Blueprint for Content Operations Success

I presented a lightning talk at the 2024 Code For America Summit in Oakland, CA. This blog post shares my thought process in developing the talk and a summary of the talk with my slides.

Blogs for Think Company

• Signs You Need A UX Writer: Defines content design and UX writing, details how these specialty skills fit into a design process, and identifies signs that your product or application may benefit from this role.

• Supporting Content Operations Using Airtable: Details the importance of content operations and how I used Airtable to establish content operations for an enterprise organization in a regulated industry.

• Building an Omnichannel Pharma Experience with Content Strategy: Co-authored a blog about how biopharmaceutical organizations can overcome unique content strategy challenges to build an omnichannel strategy that meets customers’ needs.

• Tackling Personalization in Regulated Industries: Co-authored a blog post on how organizations in regulated industries can overcome roadblocks and hurdles to create personalized customer experiences.

• 6 Digital HCP Engagement Strategies for Pharma Leaders: Co-authored a blog post sharing UX best practices for biopharmaceutical organizations looking to improve digital engagement with health care professionals.

• Lessons Learned from Modernizing Enterprise Applications: Along with my talented colleagues, I participated in a panel webinar on this topic and we used the main highlights from that discussion to crafted a blog post summarizing the key takeaways.

• Guides on Design Thinking and Content Strategy: Contributed as a subject matter expert to two different Think Company guides, one for Content Strategy and one about Design Thinking. These guides are meant to provide a basic overview of a critical discipline or approach within UX design.

• Effective Content Strategy in Regulated Environments. Co-authored a blog about how a thoughtful content strategy, including content models and governance, can transform the performance of digital tools and products and ease the burden of regulatory requirements.

I have all of these Think Company samples available as PDFs upon request.

B2B Marketing Content for Tempest

As Director of Strategy at Tempest, I led our internal content strategy and marketing efforts and contributed blog posts, case studies, emails, and more. I also led marketing efforts and educational content planning for Tourism Academy, an annual travel and tourism conference.

Blog for Convince & Convert

My article, Why Content Marketers Need Better Statistics, was selected as a guest post on Jay Baer’s Convince and Convert blog.

Blog for Bicycle Tucson

When I lived in Tucson, AZ, I contributed to Bicycle Tucson. Here’s a post on The Importance of Being an Ambassador for Biking.

Ebooks & Whitepapers

I’ve written and edited many long-form whitepapers and ebooks. (Samples are available upon request):

• Ebook industry report for a Wall Street financial services executive

• White Paper for a SaaS vendor in the financial services industry

• Ebook on building healthy relationships for a licensed psychotherapist

• White Paper for an employment screening software solution provider

Past Presentations

Here’s a sampling of talks I’ve presented:

• Adopting a Service Design Mindset for Content Success - I presented a lightning talk at the 2024 Code For America Summit in Oakland, CA.

• How Leaders Orchestrate Content Operations - I was invited by Airtable to give a webinar all about content operations and content workflow optimization.

• Lessons Learned from Modernizing Legacy Applications - I participated in a panel discussion about modernizing legacy apps for Think Company.

• Content Design Improv - Without knowing the topic or having seen the slides beforehand, I improvised a five minute content design presentation at Button Conference 2022.

• Thinking Like A Publisher: Your Key to Content & SEO Success - presented at the Pennsylvania Lodging & Restaurant Association’s Annual Destination Marketing Retreat.

• Is Your Content & SEO Strategy Intent-ional? - presented at Tourism Academy

• Writing Well: Copywriting Hacks & Tips - presented at Tourism Academy

• Digital Marketing Trends in Travel & Tourism - presented as a Community Workshop for Teton County, WY organizations

Personal Essays & Posts