Content Strategy breakout session

Notes from the Content Strategy breakout session.

Questions and answers

How can I put different content types besides service pages on the organization page?

Use the featured item mosaic, which can link to 5 pages of any type. You can also link to any page type in the 3 featured spots in the service finder area. Finally, you can use Featured Topics to surface links to Topics, Services, and featured links on Services.

How do I fit all of the content I have or organize it the right way into content types?

Begin by reviewing our resources about all available content types or visit our Choosing the correct content type Decision Tree. If you still have questions, consider scheduling an office hours session or submit a ServiceNow request.

How do you work with legal on not having to put EVERYTHING up on the site in legal language?

If the court system can do it, anyone can! Link to the law but break down what it means in simpler terms on your constituent-facing pages. You can see some excellent examples in the Courts’ Massachusetts Law About Service.

How do I work with Binders? What are binders really?

Binders are for connecting related informational content. Currently, you can create Binders using Information Details pages, Curated Lists, and law library pages - Regulations, Executive Orders, Advisories, Decisions, and Rules of Court. Think of it as the digital version of an actual Handbook or report, complete with chapters and an index.

Are there other content types that are planned to roll out soon or within the year?

There are no plans for new content types at this time. However, we are working on adding and adjusting features for existing content types.

What are organizations that need to use technical language supposed to do about higher reading levels? They get penalized for having a necessary higher reading level on content targeted for "power users."

We’re aware that for some content and certain audiences, a higher reading level is not only expected but even necessary. We’re working on recognizing and categorizing this content, and considering ways to flag it for different scoring on the dashboards in the future. We still encourage editing to keep the grade level as low as possible, however. Lower reading levels are easier to scan and read even for a more educated audience.

Can nonsensical feedback responses be filtered out of the User Satisfaction score?

This is something that has been discussed and we will bring back to the team. We’re already working on readjusting how User Satisfaction is calculated in other ways as well. Also, you can put in a feature request on the board.

Is there a way to see all of the pages under our organization and more importantly the ones that are orphan/not connected to anything? There are pages that we would like to transfer into a better content type that has been rolled out since they were first created and only had a few to choose from. How can we get the big picture view to go through everything to evaluate what we should be transferring/changing?

You can filter content by organization in the CMS, on the All Content page. Then, scroll to the bottom of the first page and click the orange ‘CSV’ button to export a list of all pages and information in the search results, including their pageviews and scores. To get a list of orphaned pages, contact us through ServiceNow.

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