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Thought leadership from SAI to accelerate your performance
 

Systems Alliance Blog

Opinion, advice and commentary on IT and business issues from SAI
Date: 2016

2016 has been a year of substantial results and great progress for our clients at SAI. We are very grateful for the opportunities that we’ve had to work with you this year and we look forward to another year of collaboration to serve your customers and improve your organization.

This has been an exciting year for SAI as well as we’ve worked on a series of continuous improvement initiatives during a period of rapid expansion. Not your typical technology company, we’ve always been obsessed with the idea of delivering world class software products and consulting services with a passionate team and doing it with reasonable, transparent pricing and predictable results. This recipe has worked well for us and resulted in high customer retention rates and lots of referrals.

Finding new opportunities to better serve and support our customers has always been at the top of our priority list and this year has yielded several new opportunities to do exactly that. With our recent growth, we’ve had an opportunity to “re-imagine” how we can improve the customer experience for every one of our customers. So now we’re going all in with a commitment of more resources to a larger Customer Success team, equipped with even better tools and an increased focus on ensuring the success of every SAI customer.

Customer Success

The charter for our expanded Customer Success team will be expanding in the weeks ahead to include a greater focus in three key areas:

1. We will be more proactive in the delivery of information that will support your business, hopefully just before or at the time that you need it. We see this as an opportunity to build upon our already high customer satisfaction rates for our support team with proactive industry knowledge and experience that helps our customers succeed with operational challenges. Connecting our customers with one another, sharing best practices, tips and suggestions, will accelerate your success.

2. We will be more intentional in collecting, organizing and reporting back to you about your suggestions for new product features, new consulting services and other opportunities for us to make your life easier and more productive.

3. We will be deploying new tools and processes to more accurately measure customer success and we’ll be sharing those results with you on a regular basis.

I often think about how our culture has evolved at SAI and the strong correlation between how we think about our customers and how we relate to the local community. November is our month of service at SAI. Watching our team fill up carloads of food for a local food bank or swarm over a local park and nature center with hammers and paint brushes exemplifies the deep compassion that SAI team members have for those in need.

We are enormously thankful for the relationships that we have with our clients and we wish you well this Thanksgiving season.

Lastly, If you’re looking for a way to help those in need this Thanksgiving, I strongly recommend checking out the folks at the Helping Up Mission in Baltimore (http://helpingupmission.org/). They do fantastic work with very limited resources.

How have I been working in marketing, communications, and web strategy for over five years without knowing about Confab? Not sure how this abundant wealth of knowledge existed outside my realm of awareness, but I am so glad to have discovered it this year, just in time to attend the 2016 Confab Higher Ed conference. Last week, I packed my bags, said farewell to the office for a few days and headed to Philly to take in two amazing workshops, three inspiring keynotes, and as many breakout sessions I could attend without cloning myself.

From the time I got on the train Sunday evening, to the very last keynote, to all the discussions and sessions in between, I was learning. Unfortunately, my first lesson was not content-strategy related. Free tip: always sync your phone to iCloud prior to traveling, because you never know when your phone will surreptitiously freeze in the middle of a strange city. After a quick four-hour factory restore upon gaining access to Wi-Fi at the hotel, it was back in business. By Monday morning, I was ready for the conference and my phone was ready for my excessive tweeting throughout the event. (See: #ConfabEDU.)

I learned so much at this conference, from higher education-specific strategies to general writing and content-related tips. The best part is that I can start implementing most of my takeaways right away and improve my work for our clients. It will probably take our entire weekly meeting to share my learning in my obligatory recap presentation for my team. I know my coworkers are excited for the PowerPoint slides that await them! Don’t worry guys, I’ll be sure to incorporate a generous number of cat memes and GIFs as my esteemed Confab mentors did (See: Amanda Costello).

Confab 2016

As I sat in the workshop sessions on the first day, I felt an overwhelming sense of community as I met content strategists from other agencies and higher education institutions across the world.

Confab 2016

I heard more than one person remark that they enjoyed being surrounded by others who understood the unique challenges of working in higher education. I bonded with more than a few people over frustration with inconsistent comma usage. Furthermore, this is an event that embraces cake! Where else can you get that kind of camaraderie? 

Confab twitterConfab cake

Here’s why I think the conference was so successful: the keynotes, workshops, and talks not only provided heaps of inspiration to make me want to do better; they also delivered hundreds of tangible tips, tricks, and insights to help me improve right away. As a copywriter, there is the temptation to reuse the same tried-and-true strategies and approach projects the same way over and over because that’s “our process.” I was challenged to venture outside my comfort zone, think bigger, ask better questions, and seek to understand stakeholders’ points of view instead of making assumptions. I was challenged to take a step back and identify the inherent bias embedded within my writing and to consider all audiences when developing content. I was challenged to write and organize content more purposefully, and to communicate and collaborate more intentionally. 

Confab 16

I’ve been back for less than a week, and I’m already putting my learning to work across a range of topics, including structure and usability; brand strategy; voice, tone and inherent bias; communication with clients; and project management. I hope some of my takeaways help you as you navigate your higher education website strategy.

Every page is a homepage

One of the presentations that is sticking with me the most is Lisa Maria Martin’s “Better Strategy Through Structure.”  Lisa emphasized the need to look at content through the lens of structure, noting that structure helps us to understand organize and connect content. I could not agree more. Since I’m part of the User Experience (UX) team, this was extremely pertinent to the work that I do collaboratively with information architects and web/visual designers on our team. In his talk “Writing Content for Findability,” Rick Allen said one of my favorite quotes from the conference: “We shouldn’t be optimizing content for search engines; we should be optimizing content for people.” That caused me to take a step back and think about goal-setting and purpose-driven content.

The phrase “every page is a homepage” was thrown out a few times, highlighting the fact that we don’t know what page users will first land on, so we need to consider how the content fits in the site. When I’m writing content for a program page at a university, I need to first understand how the program fits into the website structure. Is this major part of a department? Part of a school? Are there other, similar majors? What key points need to be included in the content to help prospective students understand where this program falls within the university?

Collaboration is not just a buzzword

It’s not just about writing content that makes sense within the information architecture (IA), Lisa asserted. Structure also requires collaboration with developers, early and often. Ideally there should be collaboration among designers, developers, and content authors from the beginning of a website project to establish content types and the new IA. Once these frameworks are established, the content will answer the right questions, send users on the right paths, and ultimately help users reach the desired action (contact us to learn more, schedule a tour, apply, etc.). I loved this little nugget of wisdom from Bon Champion of the New York Times: if content strategy starts at the beginning of project, the last phase can be used for refinements instead of scrambling. While we as a team already collaborate at some level, this takeaway reinforced the need to collaborate even earlier during a project to improve our deliverables for our clients.

Show, don’t sell

Higher education websites are brimming with possibilities. The subject matter is constantly evolving and the opportunity to produce fresh, relevant content is a huge boon. Student-generated content, like photos, videos and blogs show the best qualities of your college or university’s far better than generic marketing claims. Words like “unique student experience” and “innovative learning” are tired. By conducting keyword exercises with stakeholders and doing the legwork to understand our subject matter, we can create better content that serves our website users in meaningful ways.

In the spirit of showing instead of telling and/or selling, the topic of visual content came up more than once. Knowing what we know about Generation Zs and their affinity for video and images, paired with decreasing attention spans and limited interest in reading web content,  I thought it was really interesting to hear from renowned Philadelphia photographer Melissa Kelly. She shared several photography tips that were huge “aha!” moments for me, such as: Don't just show the dean standing there, staring at the camera with his arms folded. Get him in his element—talking with students at lunch or walking the campus. Words simply conjure up an image in the imagination; photographs capture the essence of an idea and support the message.

Visual Storytelling in Action:

Confab 16

Find your voice

One of my favorite topics in life, or at least within the workplace, is brand strategy. I believe it is the basis for strong writing, the foundation for an effective website and a crucial part of content strategy.  I was excited to learn a few ways we can improve brand messaging for our higher education clients, like keyword exercises, card-sorting, and stakeholder workshops.  During a great talk about using an organization’s mission statement as the basis for content strategy, Devin Asaro outlined several benefits for using an organization’s mission statement as the starting point for brand messaging. The key benefit? The political legwork is largely done; and when the goals of your message are already identified and approved by stakeholders, you can start writing sooner.

Devin identified some interesting questions to ask stakeholders when furthering brand messaging based on a mission statement: 1) How do we embody this as an organization? 2) How does our content embody this? 3) How does our content further this? I’m super inspired to start considering these questions early in the content strategy process!

Lastly, just for fun, I scrolled through my tweets from the conference and compiled a list of my favorite nuggets of wisdom.

Confab 16

Top 10 Confab Higher Ed Conference Takeaways.

1. Buy notecards. Start incorporating card-sorting exercises into content strategy efforts. Jot words and ideas on index cards, then sort, discuss, re-sort, discuss again and then label notecards to organize thoughts. You can even use them to record notes during meetings with stakeholders.

2. Keep a work journal. Make notes on what you're doing while you're doing it, day in and day out. Conversations about projects happen in Slack, over email, in the hallway, etc. This method helps to manage all the different communications in an ongoing log of all conversations around a given topic. 

3. Findability is crucial. If prospective student visits a college website and can have a fancy VR experience but can't find out how to apply, something is wrong. 

4. Create a spark file. Keep a single running collection of all miscellaneous ideas and unused concepts. Take some responsibility for the stewardship for unused ideas. 

5. Learn to COPE. “Create once, publish everywhere.” Can I get an amen for reusable content?

6. Teach faculty to get social. Many institutions are cultivating and elevating conversations through social media; take advantage of this! They teach and train faculty to use Twitter and Pinterest to show off what they're doing in the classroom. In doing so, they make engaging content and support admissions, advancement, and marketing efforts.   

7. Embrace different types of content audits. There isn’t just one all-encompassing content audit. Content audits can be focused on items like site structure, distribution data, or quality—think accessibility and messaging. There are even design content audits to take stock of visual patterns, button styles and module types.

8. Design with compassion. In higher education, our work is never neutral. When we make design and content choices, we need to think about all the ways that our work will fail. For example, are we writing using hetero-normative assumptions? Are we excluding certain racial identities in our forms? Inclusion is our responsibility.

9. Really look at analytics. If you’re not, start. If you already are, look even more than you have been. Words people type into a website's internal search are a goldmine that indicate what users can’t find.

10. Tell stories, visually. In 2014, 1.8 billion images were uploaded to the internet every single day. Visual storytelling will only continue to grow. On that note, in the spirit of visual storytelling, here are a couple photos as I said good bye to Philly at 30th Street Station.

Confab 16

Did you attend? Wished you had attended? Feel free to drop me a line (do people still say that?) with your thoughts or questions! 

When you’re trying to stand out from the competition in a crowded digital space, how do you capture—and keep—your audience’s attention? Attention spans are shorter than ever as more people have become fluent in technology and digital platforms are embedded into most daily routines.  When users are searching for answers, they want quality information, and they want it instantaneously. How do you differentiate your content and separate your brand from the competition—in about 8 seconds or less?  The answer: make your content more visually engaging.

This Fast Five infographic highlights a few ways to execute this tactic by finding a balance between text, imagery, animations and data. By finding the right blend of strong visuals, clear content hierarchy and engaging layouts, you can grab your audience’s attention and drive your message home. 

Infographic Visual Content

Are you interested in learning about a website evaluation and exploring a new approach to your digital strategy? Contact SAI Digital today!

This week we had the pleasure of sponsoring HighEdWeb’s 2016 Annual Conference in Memphis, Tennessee. We shared SAI Digital’s Web Strategy for Gen Z white paper, gave out a fleet of paper airplanes, and awarded a lucky winner an iPad mini. We heard some killer blues music and soaked in the rich culture and delicious food of Memphis. I even had my picture taken with Elvis. But the best part of the conference for us, was getting to meet over 600 talented and dedicated web professionals across the U.S., Canada and beyond. (Okay, we didn’t meet every single person, but we sure tried!)

Jeanne & Elvis HighEdWeb

As a UX professional who has worked in and for higher educational institutions over the past 20 years, it was an enriching opportunity to listen to lessons learned and inspirational ideas for the future of higher education websites, recruiting and marketing. While I didn’t get to attend every session (there were close to 100) I did see a few major themes emerge that many higher education institutions are currently facing.

Understanding Your Audience

Quite a few sessions focused on understanding the post-Millennial audience that will reach college campuses in the next year or so. Doug Tschopp from Augustana College provided thought-provoking research on generational theory, while we pondered how technology shaped the next generation of college students. Gen Z’s have not known a world without the Internet and may have first connected with technology before they could walk (or in the case of Doug’s example, during potty training). It’s no surprise that there were multiple sessions about how and when to start texting and Snapchatting with prospective students.

Doug Tschopp

There were several presentations on providing personalized experiences to site visitors. At SAI Digital, we know that many of our Higher Ed clients would like to provide an Amazon-like experience for interested students. The CMS vendor, Terminal Four, walked through possibilities for personalized experiences based on geographic location, email campaign click-throughs, and website behavior depending on which academic program was viewed. The opportunities are exciting, but we must be careful because far worse than not providing a personalized experience, is making incorrect assumptions about our visitors or providing an experience that feels intrusive.

The presentation that sparked my imagination the most was from Melissa Dix and Bill Mortimer at Beloit College. Beloit shared their bold and unapologetic approach to marketing and recruiting which centers on the idea that hefty viewbooks are a thing of the past and the future is less permanent, student-authored content. Beloit formed a collective of students and invited them to collaborate and even drive the content authoring process. (And when I say drive, I mean literally drive. Check out their In a Van series on YouTube.) As a result, Beloit is able to provide fresh, fun and authentic videos and messaging that prospective students are overwhelmingly connecting with through email and social media, especially YouTube and Snapchat.

Beloit College

Managing Websites and Redesign Projects

Several presentations focused on how to build and manage a web team, especially when departments are understaffed or resources are decentralized across the college or university. Jennifer McFarland of NC State University provided an insightful (and hilarious) view into NC State’s move from two web team members to an expanded team of more than six web professionals and interns—all while moving their CMS from Drupal to WordPress.

Lisa Catto of Western Oregon University (WOU) emphasized the need for a more thoughtful and strategic process when undergoing a major website redesign. A poor vendor relationship and lack of campus buy-in led to a painful redesign of the WOU website. Some of the key takeaways for improving the redesign process in the future were agreeing on the primary audience, investing in usability testing, avoiding “death by committee” for key decisions and centralizing content creation. As a company, SAI Digital prides itself on thorough audience research, iterative usability testing and long-term collaborative partnerships with our clients. It was great validation to hear that the work we do can go a long way toward avoiding those pitfalls.

Data, Accessibility and Security

Another hot topic during the conference was collecting, analyzing and reporting on email, website and social media traffic data. As the Digital Analytics Lead for Harvard University’s Public Affairs and Communications, Aaron Baker had plenty of insightful experiences to share. For many of our clients, the job of data capture and analysis falls by the wayside behind too many other responsibilities. Aaron’s advice on selecting the right key performance indicators (KPIs) to track and leveraging analytics and social media listening tools is a first step toward building more comprehensive insight.

The theme of accessibility was addressed not only in several thoughtful presentations, but also by attendees I spoke with in conversations throughout the conference. A growing list of higher education institutions are currently facing liability for inaccessible websites. Colleges are becoming more aware of accessibility guidelines and putting plans into place for evaluating and improving their websites, reflecting a commitment to meet the needs of all students. This is a topic that will continue to be in the foreground of web development in the near future. (We recently wrote a blog on this very topic. Check out  Website Accessibility Tips for College Admissions.)

It is telling that the session selected as best presentation for the four-day conference was by Paul Gilzow from University of Missouri about securing higher education websites against hackers and malware. With more colleges moving to open source CMS solutions, like WordPress, security is an ever increasing concern.

Content and Storytelling

Aside from attracting audiences and tracking data, the real heart of the matter at HighEdWeb 2016 was content. Whether it was developing a clear content strategy, producing fresh and authentic content, or writing findable content, it was clear that many institutions are working on ways to improve the content they deliver. 

It was so fitting that the conference ended with a Keynote by LeVar Burton. (THE LeVar Burton from Roots, Star Trek the Next Generation and Reading Rainbow.) Mr. Burton, who has dedicated the past 30+ years to literacy, talked about how storytelling is the foundation of education. Stories spark our imagination and it is our imagination that allows us to form ideas. When I thought about Mr. Burton’s message and how it related to higher education marketing, one quote he said really stood out to me. “A story is only as good as the storyteller’s ability to communicate that to a listener.” It reminding me of a recent experience where we developed what we and our client thought was a very compelling story about the University, only to find out during usability testing that prospective students didn’t really understand the message we were trying to convey. Not only do we need authentic and compelling stories to tell, but we have to continually learn how to tell them in ways that resonate with our audiences, whether that is through an interactive website or a 10-second Snapchat.

LeVar Burton

For our team at SAI Digital, the conference was a great experience. Not only did we get to meet fantastic people and hear the difficulties facing a wide range of colleges and universities, we left inspired to continue to develop innovative solutions for our higher education clients and their audiences.

We’ve been busy collecting feedback over the past several months, and it’s always interesting to see the parallels between various industry verticals.  From our manufacturing clients like Anheuser Busch and Mohawk, to healthcare clients such as Sheppard Pratt Health System, we’ve heard loud and clear how valuable it is to easily report on the data contained within Acadia so more robust reporting has been the focus with our newest release, Acadia 5.7.0.  Below is a list of the improvements which will be ready to use when you log in on Friday, October 14.

Improved Feedback Report

We’ve updated the Recent Feedback report to provide access to user feedback for all active documents on the system, all in one place. In addition to accessing a specific document’s feedback via its document report, the Recent Feedback report now has a “view all” option. Advanced filtering and sorting allow you to quickly access the feedback you need to improve your critical policy and procedure documentation. Keep an eye out for even more improvements in our document feedback reports in future releases.

 

Acadia Feedback Report

 

Document Task Report

Task management has proven to be a game changer for our clients. Managing the execution of “one best way” procedures by converting procedure documents to task lists has caught on, particularly with our manufacturing clients. With our 5.7.0 release, we’ve added the ability to view a report of all task lists generated from a specific procedure document. Simply browse to any procedure document and access the document report to see the status of all task lists associated with that procedure.

 

Acadia Task Report

 

Redesigned Document Report Screen

While on the topic of document reports, they’ve been completely redesigned to provide better filtering and a more cohesive experience. The addition of tabs allows you to quickly and easily switch between Acknowledgement, Quiz, Feedback, and Task reports without leaving the document report screen. Behind the scenes, an all-new reports framework improves performance while allowing more ways to sort and filter your data.

 

Acadia Document Report Screen

 

Manual and Routine Rollup Report

Manuals and routines are an effective way to combine related content into larger bodies of work. With Acadia 5.7.0, you’ll now be able to see combined document reports for every document in a manual or routine. We’ve even added the new task report to manuals and routines containing procedure documents. In addition to increasing the usefulness of manuals and routines, this rollup report lays the groundwork for things to come in future releases.

 

Acadia Rollup Report

 

Better Search Term Indication

When it comes to usability, sometimes a very minor change can make a big difference.  By increasing the contrast of search term matches, we help ensure that there is no doubt as to why a document returns in your search results. You’ll notice this difference the first time you search for a document in Acadia.

 

Acadia Document Search

 

Improved Mobile Experience & Bug Fixes

We strive to make our product much more usable with every release, and this release is no exception. In addition to robust reporting enhancements, we’ve made numerous changes to improve the mobile experience in Acadia. Finally, we found some bugs along the way and squashed them in short order.

We hope you’re as excited about these new features as we are and we look forward to announcing the improvements in next month’s release. As always, keep the feedback coming!

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