Content strategy is one of my UX crushes. I was a couple years into my collection management job when I realized my strategizing around how best to convey messaging to staff had a name, and it was part of the UX field. I consider communication with staff to be internal user experience work, and as a person who works in an office and doesn’t see branch librarians often, I have to be strategic about what I communicate, how, and when.
I apply the content strategy quad created by Brain Traffic to my work. The substance I’m communicating is generally instructions for placing orders, requests to perform a task or give feedback, information about a new service we’re going to offer. Should be easy, right? Just send an email! Well, for the seventeen busy people whose selection work I coordinate, reading email means grabbing a second between storytime and class visit or a quiet moment on the reference desk, which may never happen. Email gets skimmed. I’ve been there.
Getting creative with structure allows me to disperse information in ways that stick. From blog-based staff learning challenges, to cartoon-augmented instructions, to creating a children’s services knowledge base on our staff intranet, I’m always thinking about new ways to engage staff with content and help them learn!