Archive for Gilbane Conference – Page 2

Are you keeping up with peers in managing content, customer, and employee experience?

Gilbane15

Learn and network with peers, industry insiders, and content, marketing, and technology experts and practitioners. Hear from:

Accenture Interactive ● McKesson ● The New York Times ● Marriott International ● SAS Institute ● Editorial Projects in Education ● Nielsen ● Jazz Aviation ● PBS ● Aon ● Canadian Broadcasting Corporation ● EMC ● Cornell ● Analog Devices ● Intel ● Port of Antwerp ● Blue Cross / Blue Shield of NC ● Apollo Education ● Harvard Business Publishing ● Wiley ● Amora Coffee ● Elsevier ● Adobe ● Plexxus ● chiefmartec.com ● ChiefDigitalOfficer.net, and 75 more speakers at the
Boston Fairmont Copley Plaza, December 1-3.

Subscribers, save $200 on conference registration—use priority code 200BB

Register Today!

Diamond sponsorBrightspot CMS

Platinum sponsorAdobe

Gold sponsorsHP Marketing OptimizationOracle

Learn more about the conference programscheduleworkshopsQuestions?

Gilbane Conference Opening Keynote Presentations

Wednesday, December 2, 8:30 am – Fairmont Copley Plaza Hotel, Boston

Gilbane conference opening keynote

Moderator: Frank Gilbane, Founder, Bluebill Advisors, Gilbane Conference

Donna Tuths, Global Managing Director, Accenture Interactive, Accenture Digital
Global Marketers and Digital Transformation: What They are Doing and What They are Thinking

Scott Brinker, Founder, chiefmartec.com & Co-founder & CTO, ion interactive
Building an Infrastructure for Marketing Digital Transformation

Jon Marks, CTO and co-founder, Kaldor
Are Apps All They’re Cracked Up to Be? (Or Should We Just Embrace Mobile Web Instead?)

Scott Calderwood, Director, Digital Web Strategy, SAS Institute
Key Ingredients for Today’s Modern Web Experience

Michele J. Givens, Publisher and General Manager, Editorial Projects in Education, Inc.
Strategies for Improving Digital Outreach & Increasing Audience Engagement

The complete schedule, program and other details can be found at gilbaneconference.com.

Stay up-to-date between now and the conference with the Gilbane Advisor.

Final reminder! Gilbane Speaker proposals due

Gilbane15 Fairmont Copley Plaza Hotel, Boston
Workshops: December 1 • Main conference: December 2-3

The deadline for proposals has been extended to: May 8, 2015

Speaker proposal instructions and form

The Gilbane Conference helps marketers, IT, and business managers integrate content strategies and technologies to produce superior customer experiences for all internal and external stakeholders.

Conference Tracks

Content, Marketing, and Customer Experience
Designed for marketers, marketing technologists, social marketers, content marketers, growth hackers, web and mobile content managers, strategists and technologists focused on customer experience and digital marketing.

Content, Collaboration and Employee Experience
Designed for content, information, technical, and business managers focused on enterprise social, collaboration, knowledge sharing, and back-end content applications.

Re-imagining the Future: Ubiquitous Computing and Digital Transformation
Designed for technology strategists, IT, and marketing / business executives focused on near-term and future software, content, and computing devices to support customer or employee experiences.

Digital Strategies for Publishing and Media
Designed for publishing and information product managers, marketers, technologists, and business or channel managers focused on the transition to digital products and managing digital assets.

Deadline for proposals: May 8, 2015

Submit your proposal to speak at Gilbane today

Four free activities at this week’s Gilbane Conference

Can’t make all three days of the Gilbane Conference? We’ve got plenty going on in the technology showcase too. Take advantage of our complimentary showcase pass and register onsite at the Renaissance Boston Waterfront Hotel, 606 Congress Street, Boston – across the street from the Silver Line Way stop.

Your Showcase Pass includes access to:

  1. Opening Keynote Presentations – Tuesday 8:30 – 12:00
  2. All Product Labs – Tuesday & Wednesday
  3. Technology Showcase Area – Tuesday & Wednesday
  4. Sponsor Networking Reception – Tuesday 5:00 – 6:00

Showcase and conference registration is now open onsite Tuesday 8:00am – 6:00pm, and Wednesday 8:00am – 2:00pm.

Opening Keynotes – December 2: 8:30 a.m. – 10:00 a.m.

Moderator: Frank Gilbane, Founder, Gilbane Conferences, Bluebill Advisors

Brad Kagawa, VP Technology, Content Management Systems, The New York Times
How Multichannel Requirements Continue to Change Content Management, and What the New York Times is Doing to Keep Up
Dana Heger, Senior Program Manager & Product Owner, and Chris Anthony, Senior Program Manager of User Experience, Global Web Support, HP
How HP’s New Global Support Website Entered the 21st Century
Bill Gillis, CIO, Beth Israel Deaconess Care Organization
A Huge Opportunity: Overcoming the Challenges of Health Care Information Integration

Industry Analyst Panel – December 2: 11:00 a.m. – 12:00 p.m.

Moderator: Frank Gilbane, Founder, Gilbane Conferences, Bluebill Advisors

Melissa Webster, Program VP, Content & Digital Media Technologies, IDC
Tony Byrne, Founder, Real Story Group
Scott Liewehr, Partner and Principal Analyst, Digital Clarity Group
Matt Mullen, Senior Analyst, Social Business, 451 Research

Product Labs

The Product Labs are open to conference attendees and visitors to the technology showcase free of charge, and are moderated and presented by conference sponsors. While the presentations are meant to be educational, they are typically focused on product technologies or customer case studies. They provide a good opportunity to learn more about specific products or vendors. See the schedule here.

Exhibitors

The Technology Showcase provides attendees with a central meeting place and the ability to speak one-on-one with industry-leading exhibitors while learning more about their products and services. See the exhibitors here.

Showcase Hours:

Tuesday, December 2          10:00 a.m. – 6:00 p.m.
Networking Reception         5:00 p.m. – 6:00 p.m.
Wednesday, December 3    10:00 a.m. – 2:00 p.m.

* You can also still register onsite for the full conference starting at 8:00am Tuesday *

See you there!

The Gilbane Conference Team

You have a special Bluebill discount …

to save $200 on the Conference and ConferencePlus and Conference Only options at this year’s Gilbane Conference. To get your Bluebill discount use priority code BB200 when registering online.

I would like my $200 registration discount – code BB200

Join us in Boston December 2-4 and learn how your peers are building next generation digital experiences for their customers and employees.

Hear from:

The New York Times • HP Global Web Support • Beth Israel Deaconess Care Organization • Harvard Business Review • WGBH • Marriott International • American Institute of Architects • New Balance • SAP • FamilySearch • EY • MassMutual Financial • Hartville Pet Insurance • Builder Homesite • Thomas Publishing, Activision, and many more.

Learn more about the conference program.

Content Accessibility in the Enterprise is Really Search

The Gilbane Conference call for speakers is out and submissions are due in three days, May 2. As one who has been writing about enterprise search topics for over ten years, and engaged in search technology development since 1974, I know it is still a relevant topic.

If you are engaged in any role, in any type of content repository development or use, you know that excellent accessibility is fundamental to making content valuable and useable. You are also probably involved in influencing or trying to influence decisions that will make certain that technology implementations have adequate staffing for content metadata and controlled vocabulary development.

Please take a look at this conference track outline and consider where your involvement can be inserted. Then submit a speaking proposal to share your direct experiences with search or a related topic. Our conference participants love to hear real stories of enterprise initiatives that illustrate: innovative approaches, practical solutions, workarounds to technical and business problems, and just plain scrappy projects that bring value to a group or to the whole enterprise.  In other words, how do you get the job done within the constraints you have faced?

Track E: Content, Collaboration and Employee Engagement

Designed for content, information, technical, and business managers focused on enterprise social, collaboration, intranet, portal, knowledge, and back-end content applications.

  • Collaboration and the social enterprise
  • Collaboration tools & social platforms
  • Enterprise social metrics
  • Community building & knowledge sharing
  • Content management & intranet strategies
  • Enterprise mobile strategies
  • Content and information integration
  • Enterprise search and information access
  • Semantic technologies
  • Taxonomies, metadata, tagging

Please consider participating in the conference and especially if content findability and accessibility are high on your list of “must have” content solutions. Submit your proposal here. The need for good findability of content has never been higher and your experiences must be heard by vendors, IT managers and content experts together in this forum.

Findability Issues Impact Everything Work Related

This should have been the last post of 2013 but you know how the holidays and weather (snow removal) get in the way of real work. However, throughout the month of December emails and messages, meetings, and reading peppered me with reminders that search surrounds everything we do. In my modest enterprise, findability issues occupy a major portion of my day and probably yours, too.

Deciding how important search is for workers in any enterprise is easy to determine if we think about how so many of us go about our daily work routines:

  • Receiving and sending emails, text messages, voice mail,
  • Documenting and disseminating work results,
  • Attending meetings where we listen, contribute, view presentations and take notes,
  • Researching and studying new topics or legacy content to begin or execute a project

As content accrues, information of value that will be needed for future work activities, finding mechanisms come into play, or should. That is why I probably expend 50% of my day consuming content, determining relevance and importance, deciding where and how it needs to be preserved, and clearing out debris. The other 50% of the time is devoted to retrieving, digesting and creating new content, new formulations of found material. The most common outputs are the result of:

  • Evaluation of professionals who would be candidates for speaking at programs I help organize,
  • Studying for an understanding of client needs, challenges and work environments,
  • Evaluation of technology solutions and tools for clients and my own enterprise,
  • Responding to inquiries for information, introductions, how-to solve a problem, opinions about products, people or processes,
  • Preparing deliverables to clients related to projects

Without the means and methods of my finding systems, those used by my clients, and those in the public domain, no work would get done. It is just that simple.

So, what came at me in December that made the cut of information to be made findable? A lot, but here are just three examples.

Commentary on metadata and taxonomy governance was a major topic in one session I moderated at the Gilbane Conference in Boston, Dec. 3-4, 2014. All of the panelists shared terrific observations about how and why governance of metadata and taxonomies is enterprise-critical; from one came this post-conference blog post. It, Taxonomy Governance, was written by Heather Hedden, author of The Accidental Taxonomist and a frequent speaker on taxonomy topics. The point here: when you engage in any work activity to consistently organize and manage the professional content in your possession, you are governing that material for findability. Anything that improves the process in the enterprise, is going to be a findability plus, just as it is for your own content.

Also in December, the Boston KM Forum hosted Allan Lewis, an “informaticist” at Lahey Health in Massachusetts; he is responsible for an initiative that will support healthcare professionals’ sharing of information via social business software tools. As a healthcare informatics professional, working with electronic clinical data sets to better codify diagnostic information, Allan is engaging in an enterprise-wide project. It is based on the need for a common view of medical conditions, how to diagnose them, and assign accurate classification to ensure the best records. Here is an issue where the quality of governing rules will be reached through consensus among medical experts. Again, findability is a major goal of this effort for everyone in a system, from the clinicians who need to retrieve information to the business units who must track cases and outcomes for accountability.

Last, from among the hundreds of information resources crossing my desk last month came one, a “Thank you for donating to the Wikimedia Foundation. You are wonderful!” You might ask why this did not simply get filed away for my tax return preparation; it almost did but read on.

Throughout the year I have been involved in numerous projects that rely on my ability to find definitions or explanations of hundreds of topics outside my areas of expertise. Sometimes I use known resources, such as government agency web sites that specialize in a field, or those of professional associations and publications with content by experts in a domain. I depend on finding tools at those sites to get what I am looking for. You can be certain that I know which ones have quality findability and those with difficult to use search functions.

When all else fails, my Google search is usually formatted as “define: xxx yyy” to include a phrase or name I seek to better understand. A simple term or acronym will usually net a glossary definition but for more complex topics Wikipedia is the most prominent resource showing up in results. Sometimes it is just a “stub” with notations that the entry needs updating, but more often it is very complete with scores of links and citations to help further my research. During one period when I had been beating a path to its site on a frequent basis, a banner requesting a donation appeared and persisted. As a professional benefiting from its work, I contributed a very modest sum. When the thank you came, I found the entire correspondence compelling enough to share parts of it with my readers. The last paragraph is one I hope you will read because you are interested in “search” and probably have the knowledge to contribute content that others might search for. Contributions of money and your knowledge are both important.

It’s easy to ignore our fundraising banners, and I’m really glad you didn’t. This is how Wikipedia pays its bills — people like you giving us money, so we can keep the site freely available for everyone around the world.

People tell me they donate to Wikipedia because they find it useful, and they trust it because even though it’s not perfect, they know it’s written for them. Wikipedia isn’t meant to advance somebody’s PR agenda or push a particular ideology, or to persuade you to believe something that’s not true. …

You should know: your donation isn’t just covering your own costs. The average donor is paying for his or her own use of Wikipedia, plus the costs of hundreds of other people. …

Most people don’t know Wikipedia’s run by a non-profit. Please consider sharing this e-mail with a few of your friends to encourage them to donate too. And if you’re interested, you should try adding some new information to Wikipedia. If you see a typo or other small mistake, please fix it, and if you find something missing, please add it. There are resources here that can help you get started. Don’t worry about making a mistake: that’s normal when people first start editing and if it happens, other Wikipedians will be happy to fix it for you.

So, this is my opening for 2014, a reflection on what it means to be able to find what we need to do our work and keep it all straight. The plug for Wikipedia is not a shameless endorsement for any personal gain, just an acknowledgement that I respect and have benefitted from the collaborative spirit under which it operates. I am thanking them by sharing my experience with you.

Beyond Customer Experience Management: What Your CMS Really Needs to Deliver

Selecting a new or replacement CMS is one of the most strategic technology decisions you can make. Why? Because customers and prospects expect personalized, engaging, dynamic, and high quality experiences and will leave if they don’t find them.

Selecting the right CMS is important because it is a primary tool in providing those experiences and the hub that connects and drives many of the components that make up customer experience management. This post is based on a white paper entitled “Beyond Customer Experience: What Your CMS Really Needs to Deliver, “ which was also the subject of a recent presentation I did at the Gilbane Conference. You can download the white paper (registration required): at http://bluebillinc.com/white-paper-beyond-customer-experience-management/ .

Providing a personalized and seamless experience to customers across myriad devices, touch points, and stages in the relationship is a big challenge; one with which many organizations struggle. A recent Bain & Company survey found that while 80% of surveyed executives believe their companies are delivering a great customer experience, only 8% of their customers agree.

One reason they struggle is that customer experience is only part of the equation, specifically, the goal. The other parts of the equation that achieve that goal are content creator experience, developer experience, and integrator experience-in total, the  “global user experience.” While those are “behind the scenes players, they create and shape the customer experience.

Great customer experiences are predicated on the effectiveness with which a CMS provides those other experiences—in effect, a well-designed CMS inspires better performance on the part of content creators and developers, yielding customer experiences that deliver more business impact. It also allows integration of familiar and new tools to enhance the productivity and effectiveness of content creators and developers. Shown as an equation, the global user experience would look like the diagram below:

equation

Key to achieving a superior customer experience is the ability for content creators, marketers, and developers to focus on the experience itself, not the mechanics of producing it. That requires a mature CMS solution that provides a balanced set of tools and capabilities for content creators, developers, and integrators. That, in turn, requires a coordinated CMS selection process amongst all of those stakeholders that emphasizes not only the individual experiences, but the collective experience as well.

As we noted at the top of this post, selecting a CMS is a strategic decision-the CMS solution that provides the right global user experience is a growth engine that helps power the success of any business or firm-the right strategic decision.

What is Content, Context, and Educational Marketing?

The blog on our sister site, gilbane.com, is the place to tune to for our series of speaker spotlights and general updates about our upcoming conference in Boston. Here, I’ll be highlighting a few conference sessions and why we have decided to include them.

You could say that our conference has assumed content marketing since our initial focus on web content management has always attracted marketers. But there is certainly a lot more attention now paid to the crafting of content, as well as to matching content to context whether that is channel context, customer context, buying-cycle context, or better, at least these three. In spite of the wise-cracky session description, you will hear thoughtful and reliable commentary on one of the biggest buzz terms of the year.

C5. Content, Context, and Educational Marketing

Wednesday, December, 4: 9:40 a.m. – 10:40 a.m.

Content Marketing is certainly hot. But what is it? Is it new? Is it old? Was there ever a time when marketing was content-free? Has it always been content-free? Is there some new kind of content that makes marketing different? Is it a strategy, a methodology, a parallel universe? Snarkiness aside, it is easy to see that carefully created or chosen content can help improve success rates of different kinds of marketing objectives. This session takes a serious look at what content marketing is today, how you can use it, and how it is evolving.

Moderator:
Jose Castillo, President, thinkjose

Speakers:
Kipp Bodnar, Director of Marketing, Hubspot
WTF is Context Marketing?
Doug Bolin, Associate Director, User Experience Design, Creative, DigitasLBi, and Adjunct Professor, Mass Art
Beyond Content Marketing, The Emergence of Edumarketing

 

Can Human Sensors Contribute to Improving Search Technology?

Information Today fall meetings usually have me in the Enterprise Search Summit sessions but this year KM World was my focus. Social networking, social media and tools are clearly entering the mainstream of the enterprise domain as important means of intra-company communication, as many corporate case presentations revealed. But it was Dave Snowden’s Thursday keynote, Big Data vs. Human Data, which encouraged me because he conveyed a message of how we must synthesize good knowledge management practices out of both human and machine-based information. Set aside 52+ minutes and be prepared to be highly stimulated by his talk .

Snowden does the deep thinking and research on these topics; at present, my best option is to try to figure out how to apply concepts that he puts forth to my current work.

Having long tried to get enterprises to focus on what people need to do to make search work meaningfully in an organization, instead of a list of technology specifications, I welcome messages like Snowden’s. Martin White called for information specialists for search management roles earlier this year in a CMSWire piece. While it may be a stretch to call for “search specialists” to act as “human sensors,” it does merit consideration. Search specialists have a critical role to play in any enterprise where knowledge assets (content and human expertise), data retrieval and analysis , and understanding user needs must fit cohesively together to deliver a searchable corpus that really works for an organization. This is not typically an assignment for a single IT professional focused on installing software, hardware and network oversight.

One of the intangible capital assets defined by a recent start-up, Smarter-Companies, Inc., is human capital. Founder Mary Adams has devised a methodology to be used by a person she calls an Icountant. An Icountant establishes values for intangible capital and optimizing its use. Adam’s method is a new way of thinking about establishing asset value for organizations whose real worth has more to do with people and other intangibles than fixed assets like buildings and equipment.

Let’s consider the merit of assigning value to search specialists, those experts who can really make search technology work optimally for any given enterprise. How should we value them? For what competencies will we be assigning jobs to individuals who will own or manage search technology selection, implementation/tuning and administration?

Rather than defaulting to outside experts for an evaluation process, installation and basic training for a particular technology, we need internal people who are more astute about characteristics of and human needs of an organization. High value human sensors have deep experience in and knowledge of an enterprise; this knowledge would take the consultant off-the-street months or years to accrue. People with experience as searchers and researchers supporting the knowledge intensive units of a company, with library and information science training in electronic information retrieval methods must be on the front lines of search teams.

Knowledge of users, what searchable content is essential across all business units, and what is needed just for special cases is a human attribute that search teams must have. Consider the points in White’s article and the wisdom of placing humans in charge of algorithm-based solutions. What aptitudes and understanding will move the adoption of any technology forward? Then pick the humans with highly tuned sensitivity to what will or will not work for the technology selection and deployment situation at hand. Let them place search technology in the role of augmenting human work instead of making human workers slaves to technology adaptation.

If you are at the Gilbane Conference next week, and want to further this discussion, please look for me and let me know what you think. Session E7 will have a special focus on search, Strategic Imperatives for Enterprise Search to Succeed, a Panel Discussion. I will be moderating.