Content Strategy
Twitter, Inc.
Featured project: Twitter Premium Support voice and tone style guide.
Scope: Establish voice and tone for high-touch service offering to premium level advertisers.
Role: Content strategist & copywriter.
Stakeholders: Senior content strategist, product managers, service agents.
Goal: Implement guidance for global English customer agents.
Challenges: Create a modest version of Twitter's unfiltered voice for clients investing 1MM – 3MM in ad revenue.
Basic process: Indentify customer > research competition > identify new opportunity > socialize > get approval.
Scope: Establish voice and tone for high-touch service offering to premium level advertisers.
Role: Content strategist & copywriter.
Stakeholders: Senior content strategist, product managers, service agents.
Goal: Implement guidance for global English customer agents.
Challenges: Create a modest version of Twitter's unfiltered voice for clients investing 1MM – 3MM in ad revenue.
Basic process: Indentify customer > research competition > identify new opportunity > socialize > get approval.
Automatic Response Templates
I applied the Premium Support Voice and Tone Style Guide to automatic response templates, which I also wrote and updated. In addition, I also created a formatting guide for all content authors to align and create future communications.
Response Template Audit
Scope: Automatic system responses were found to have improper formatting and outdated links. The solution was to conduct an audit to find and deprecate unused emails, then identify high-usage templates to update their formatting, links, and align voice and tone in order to revamp the 480+ automatic response library.
Role: Content strategist, copywriter.
Stakeholders: Senior content strategist, senior manager, analytics team.
Challenges: To have a visual representation of research data, I used Confluence to build and display dynamic charts to sort dates, template properties, and to keep track of the project timeline. This microsite, was used to socialize the project to stakeholders.
Basic process: Verify template usage > check formatting > display findings in charts > socialize > get approval to deprecate or update.
Role: Content strategist, copywriter.
Stakeholders: Senior content strategist, senior manager, analytics team.
Challenges: To have a visual representation of research data, I used Confluence to build and display dynamic charts to sort dates, template properties, and to keep track of the project timeline. This microsite, was used to socialize the project to stakeholders.
Basic process: Verify template usage > check formatting > display findings in charts > socialize > get approval to deprecate or update.