The document discusses the challenges Johns Hopkins University faced with its website including difficulties with content management, poor mobile experience, and lack of intuitive navigation. It outlines the steps taken to implement a content strategy including discovery interviews, creating user personas, defining identity pillars, and developing a messaging architecture. The process involved stakeholders from across the university and provided recommendations for managing politics, clarifying tools, defining roles, and maintaining momentum to ensure a successful content strategy initiative.
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Johns Hopkins University Content Strategy Initiative
1. Johns Hopkins University:
Managing an Identity Initiative, Redesign
and Content Strategy All at Once
AHAVA LEIBTAG
PRESIDENT
AHA MEDIA GROUP, LLC
@ahavaL @laurenish
LAUREN CUSTER
DIRECTOR, DIGITAL STRATEGY
JOHNS HOPKINS UNIVERSITY
18. @ahavaL @laurenish #confabedu
JHU.edu is one of the
most visible
manifestations of our
brand
We need to:
• Define our audience
• Tell the university’s story
• Encourage engagement
• Create gateways
• Implement workflow and
governance!
32. STEP BY STEP PROCESS
• Discovery
• Personas
• Pillars
• Messaging Architecture
• Voice/Tone
@ahavaL @laurenish #confabedu
33. DISCOVERY
• 8 primary stakeholders
• Interviewed 17 stakeholders from different
parts of the university
• Ran surveys on Facebook and from the email
newsletter
@ahavaL @laurenish #confabedu
35. PERSONAS
• Ran a persona workshop where we created 6 distinct
personas
• Chose 3 ultimately
• Went back and did parent research to confirm our parent
personas (interviewed 7 parents)
• Talked to admissions to confirm our student personas
@ahavaL @laurenish #confabedu
37. PILLARS
Brainstorming session that gives the primary
stakeholders an opportunity to express what
they currently think the perception of the
brand is, as well as what they would like the
brand to become.
@ahavaL @laurenish #confabedu
41. MESSAGING ARCHITECTURE
1. Gives priority to your business objectives
2. Gives you firm documentation for
explaining why certain content—and
messages—need to come first
@ahavaL @laurenish #confabedu
42. @ahavaL @laurenish #confabedu
Current Identity Pillars Want to move
the identity
pillars
Messaging Statement Business Objective
Collaborative Teamwork Our specialists collaborate across
disciplines to provide you with
personalized care
Collaboration across
disciplines
Approachable Approachable Our doctors are genuine
We are the opposite of stuff: We call
our doctors by their first names
Accessibility
Expert Expert Leaders We provide complex care
We provide excellence in research and
education resulting in innovation
An academic medical center provides a
higher-level of diagnostic and
treatment care
Expand geographic
reach
Excellence in
research and
education
AMC
Fractionated Patient-
centered
We put patients first
Our specialists travel to the community
to make it easier for you to come to us
Fast access
Specialists in the
community
50. RESPECT THE NEWNESS OF THE
PROCESS
• People feel ownership over their process
• When you introduce a new process, be
prepared for questions about the process
itself, not just the content strategy parts of
the process
@ahavaL @laurenish #confabedu
57. Recommendation
• Explain how each tool will be used
each time you begin the workshops
to create it
• Don’t get bogged down in the exact
wording during the workshops
• Try to emphasize that it will take
time for these ideas to marinate
@ahavaL @laurenish #confabedu
59. Filter the team
1. What’s the job of the consultant? What’s the
job of each person on the team?
1. Who are the best people to be involved in all
aspects of the process? Manage
accordingly.
@ahavaL @laurenish #confabedu
60. Define Digital
• Define what people’s backgrounds are
in the web and digital
• Consider going out together for an
icebreaker to get to know each other
in a different way
• Understand that education is an
ongoing part of the process
@ahavaL @laurenish #confabedu
62. Recommendation
Ask?
• Who is there to give feedback?
• Who is there to be a stakeholder?
Prompt stakeholders for specific types of
feedback, understanding you don’t need to take
every piece of feedback they give.
@ahavaL @laurenish #confabedu
64. Pick the right point person
• This person guides the internal process
and frequently engages with the
consultant
• It could be an editor, project manager, or
strategist; someone with proven editorial
skillset who understands content planning
@ahavaL @laurenish #confabedu
65. Content Strategy Point
Person
Find the person who can clearly define
and articulate the content needs as
they align to the business objectives
@ahavaL @laurenish #confabedu
66. Project Management
• Hold the team accountable to their to-do list
• Connect the dots within the project, and related projects
• Ensure the right people are in the right conversation
• Assign deadlines and enforce them with everything in your
being
@ahavaL @laurenish #confabedu
67. Recommendation
• Provide weekly status updates on both ends
– Don’t rely on a project management system to
keep in touch with the team
– Tools can help team be collaborative, but that
doesn’t make it collaboration
– Determine what works for you and your team
@ahavaL @laurenish #confabedu
71. How do you keep the sense of
momentum going?
@ahavaL @laurenish #confabedu
Establish
Content
Governance
Content
Analysis
Content
Creation
Establishing
workflows
Content
Planning
• Persona Development
• Messaging Architecture
• Identity Pillar
Identification
Build OR
clarify the
business
case
Content
Auditing
Discovery
YOU ARE
HERE
Content strategy is a mystery to many people. You have to clearly define and explain the tools several times, and don’t be surprised when people question the methodology. They just don’t understand the process and have never been through it before.
Need people who embrace an iterative process
People who really get digital/ Just b/c someone is an expert in content doesn’t make them an expert in digital (Ahava explain what that is and what to look for- get to know you meeting and background—icebreaker)
Individual interviews are important but group interviews are just as important for people to air their concerns and talk about their own professional goals- the problems they perceive and want to “fix”
Focused and a priority
We took 9 months
5 would have been perfect
–getting all the research—from that discovery presentation you need to press start