Several CS thought leaders have opined that CS professionals should spend up to 30% of their time writing content. I am curious about:
- What type of content should CS professionals write?
- For whom?
- How should the content be distributed?
- How should it be maintained?
- How to determine how much content should be delivered and to whom?
- How would this content be different from what is produced by Marketing and / or Customer Education teams?
In the best of worlds, company leaders require extreme collaboration. While each team has their specific responsibilities, their skills, perspectives, and experiences contribute to the overall customer experience that must be shared to build and maintain successful customer journeys. CS professionals understand the customer perhaps more intimately than any other group.
Still, while CS professionals must be great communicators, it does not mean that every CS professional should be creating content.
CSMs as trainers: Too many people think that if they can do something, they can teach it. However, too often, they are lecturing and not teaching. This means that the users are informed but not inspired to take action that leads to adoption.
CSMs as writers: Too much content can be overwhelming. In an ideal world CS / Sales / Marketing / Customer Education should work together to coordinate content delivery. While blogging is a great way to build a personal brand, it is not always professional enough to reflect well on the company they represent.
What is your experience and / or thoughts about how CS teams should contribute to content creation?
