How to Create Your Own BOGs

 BFC Blog, Content Creation, Content Marketing, Content Strategy, Persuasion Techniques, Web Writing, Website Content  No Responses »
Aug 252011
 

(And Why Your Company Needs Them)

Creating business guidelines unique to YOU makes your company trustworthy.

What evokes more trust: Content full of generalities, or content that explains precisely how you (and only you) work?

Last month I wrote a post about the term “best practices.” How too many businesses use it instead of detailing how they do things, expecting their readers to “just get it.”

I argued for writing out specific guidelines. If not for your industry, then at least for your company. Last week I created a name for them: Business Operating Guidelines.

BOGs for short.

I promised a how-to on creating your own BOGs. A set of guidelines on…how to make guidelines.

Now, these guidelines I’m recommending are what spur the beginnings of trust among your customers. They must reflect what you actually do–not what you imagine you do.

Don’t just dash off one-liners for each guideline and call them done. Roll these around in your workplace. Ask employees what they would say. Get feedback from customers.

Make sense? Okay, let’s go for it.

CAVEAT: This is a prototype document. It will change as time and business moves along. Bookmark it and check back.

 

Guidelines for Writing Guidelines: How to Create BOGs

  1. List out the industries, locations and sizes of your clients. Include prospects too (add buyer personas if you have them). All BOGs must address these people.
  2. Detail your “typical project.” Go step-by-step, from first contact to final billing. Be as specific as you can without naming (client) names.
  3. Write out exactly what you do in the event of a problem. Do this for the 3 problems that first come to mind.
  4. Identify which communication channels you prioritize (email? Phone? IM?). Then identify which ones your customers prioritize. Do they match? If not, why not?
  5. Write out your initial BOG ideas. THEN discuss them with employees. Ask questions, and let the conversation bring up more questions.
  6. Write down the things your customers ask for. Address all of the problems.
  7. Frame your BOGs in terms of a conversation with your audience about these topics. Don’t preach or rattle on. What frustrates them? Is there something you do that’s different from other companies? (Do the customers like that?)
  8. Include examples. Examples of your documentation, your procedures…the conversations you have. Things like:
    • Project Quote Documents
    • Names & Contact information for specific tasks (customer service, issues, department heads)
    • Your Interactions with Partners, or Vendors
  9. Examine competitors’ websites. Is there helpful content you could offer that they don’t? Write a BOG pointing this out.
  10. Post the BOGs prominently on your website. Include them in company documents. Make them easy to find.

P.S. – Always use Clear Content for BOGs. Simple, human language.

 

Now, what do we have after all of that? A bunch of specific, relevant content!

(This one activity could generate dozens of ideas for even more content, too.)

 

The BOG Advantage to Business: Differentiation

My bet is that BOGs will help you build authority in your industry.

You define how others see you with this content. Everyone else has to follow that.

“But we can’t define how our whole industry works! That’s rude!”

You don’t have to define BOGs for your industry. Just define your own guidelines. It can be a big differentiator for small businesses looking to garner a wider audience.

 

Specific Guidelines VS. “Best Practices”: Why BOGs Win Out

Posting guidelines on how you work helps you (the business owner/VP/manager) get information out of your head and in front of your audience. People who’d love to know how you work, before they do any business with you.

Instead of wondering what you mean by “best practices,” they have an idea of how you work right up front. Readers get the sense of, “Hey, these are human beings. We can build a good relationship.”

Let me give you a visual on BOG value.
Some of my clients are industrial manufacturers. They know their equipment and their parts inside & out.

But they almost never write out their procedures. It’s all ingrained; they don’t think to tell customers how their business works. They just expect us to trust them (in fairness, most of us do).

As a result, their sites are barren. BOGs give them a chance to beef up their site’s content. Explain what their customers get.

And the customers have that much more reason to trust them.

 

Want to write out your own BOGs? Tell me about it!

In a future post I’ll share a BOG set for my own business (content creation/editing). Watch for it!

In the meantime, what would you put into BOGs for a B2B Software Development Firm? Or an IT Security Vendor? (Or even a Web Writer?)

 

 Posted by at 11:20 am

What’s a “BOG” and How Does it Relate to Content Creation?

 Confusing Content, Content Creation, Content Marketing, Web Writing, Website Content  No Responses »
Aug 182011
 

I finally decided on what I want to call my “best practice alternative” concept.

I’ll call them Business Operating Guidelines. Or…

BOGs.

This is important because, for one, it’s an easy-to-recognize acronym. Two, it tweaks the brain a little bit.

Admit it, when you read “BOG” you thought of some large murky messy patch of land with lots of vegetation and mud that wants to eat you.

(Come to think of it, that’s a lot like the content on most websites.)

So, to poke a little fun at all the Confusing Content out there, I’m naming my Business Operating Guidelines concept BOGs.

BOGs are an alternative to this scenario:
1. Company puts the phrase “best practices” in their website content.
2. Company doesn’t bother adding details of how they actually work with customers.
3. Company wonders why people ask them how they operate. Over and over.

By creating your own BOGs, your own operating guidelines, you can differentiate yourself in your industry. And carve out the beginnings of trust with your audience.

Next week I’ll post a how-to on creating your own BOGs. And how to avoid getting BOGged down in the details.

(Sorry, had to.)

What do you think? Decent enough term to add to the business lexicon?

 

 Posted by at 12:17 pm  Tagged with: , , , , ,

Is Your Content Too “Integrated” For Readers to Grasp?

 BFC Blog, Confusing Content, Content Creation, Content Marketing, Website Content, White Papers  No Responses »
Aug 112011
 

The Hidden Dangers of Using Jargon, Example 3

Most of my clients are in tech. So you can bet I’ve seen this next term aaaall the time.

Integrated. You’ve seen this too, I’ll bet. It started out in IT copy, with the common perception of “one or more software applications working together.”

Integrated software (MS Office). Integrated database (built into a CMS). Simple, right? It actually makes sense there. You know what to expect.

But now, it shows up everywhere. “Integrated” archive systems. “Integrated” project delivery. I don’t even know what that second one is supposed to mean!

All this variance means one thing. The term “integrated” is now overused. And that’s harmful to your website.

What’s the Harm? How About Mind-Boggling Your Reader?

The hidden danger in using “integrated” is that you force your reader’s thought process to jam on the brakes.

When you overuse a jargon term, it loses the word’s original effectiveness. Especially when taken outside its original industry context. Meaning changes, depending on the new context.

And even that context may not always be clear. So your reader has to stop and think.

Which means you’re dangerously close to losing them.

Integrated Sales Metrics Forecaster? I Just Wanted a Forum Builder. Run Away!

“…integrated software that leans and automates operational, administrative and logistic processes, saving thousands of dollars.”

I didn’t make that up. It came from an actual website. Someone wrote it into their content.

Readers see this sort of thing and think either:

“I don’t know what they mean here.”
OR
“Wait, what? That doesn’t make sense [from my point of view]!”

Either way, what happens?
Their train of thought is derailed.

This is a hidden danger to YOU, not to them. They can just hit Back & look elsewhere.

You have just suffered a lost reader. Who came out negative in this equation?

I Know It Hurts, but Write it Out Anyway

Instead of writing:
“XYZ is an integrated solution for data corruption scenarios, blah-blah-blah…”

Try the long approach in your content. For instance,
“X is a collection of software applications for tackling the data corruption problem.
Application #1 handles file backups…
Application #2 performs a system scan…”
Etc.

You’ll need to write a few more lines. Maybe. But your content will be that much clearer.

The reader’s brain won’t crash into the front of their skull. It’ll just keep chugging down the page.

What’s another example of mind-boggling jargon you’d love to eradicate?

 Posted by at 11:29 am  Tagged with: , , , , ,

Why “Best Practices” Need to Go Away

 BFC Blog, Case Studies, Confusing Content, Content Creation, Content Marketing, Web Writing, Website Content, White Papers  1 Response »
Jul 142011
 

The Hidden Dangers of Using Jargon, Example 2

Early on in my copywriting career, I went to a meeting with a prospective new client. Small software firm. We talked project goals, audience, and so on.

Then my contact (the VP of sales) said, “And make sure to note that we conform to best practices.”

I stopped. “What do you mean?”

I honestly had no idea. I thought he’d explain.

Instead he replied, “Huh?”

I asked again. “What do you mean by ‘best practices?’ Can you describe some of them for me?”

Now I admit, I was fishing here. I didn’t even know what the phrase meant. Apparently, neither did they. He couldn’t give me an answer!

They just expected me to recognize and know the term “best practices.” Jargon alert!

The Danger in Using Best Practices: Assumption

Like this client, if you use “best practices” in your content, you’re assuming. Assuming the reader knows exactly what you mean. So you don’t have to specify your actual practices.

See why it’s a dangerous assumption? There’s no guarantee the reader will know what you mean. You’ve left a hole in their user experience.

What Does “Best Practices” Mean Anyway?

Exactly what ARE “best practices?” I still can’t find a clear example. Best I could locate was a series of infographics in Google. The most common ‘practices’ there were:

  • Find the medium between price, customer service and convenience
  • Stay on top of (our) industry
  • Confidence in our product
  • Make customers happy

News flash. EVERYONE wants to abide by *those* practices!

Nobody wants to have anything less than “best practices.” So why do we use the term? It’s become so universal it barely has meaning. Whatever meaning there was has been flooded away by its rampant overuse in business content.

My thought is that businesses only use it out of fear. Fear of someone out there thinking they’re NOT the best in ALL their practices! Gasp!

No. It’s just jargon now.

Time for an alternative.

The Alternative to Jargon: Clarify Your Actual Practices

Instead of sticking jargon like “best practices” into your content, try this:
Clarify your actual day-to-day practices. Split the whole idea out by industry.

You wouldn’t expect a software development firm to have the same practices as an auto parts manufacturer, would you?

A few industries do this already. Creating practices unique to their products and their standards. This Quora answer by Greg Lindahl is a good illustration of practices for software deployment.

I’d even suggest adopting a new, more specific term. Like, “X Industry Business Guidelines” or “X Corp. Operating Policies.”

That way you have to write things out. Be clear in what your readers (and clients) should expect.

Accountability, folks. It starts in your content. Not in jargon like “best practices.”

 

I’ll expand on this idea in a later post. Maybe write up a set of guidelines…for making guidelines. (Very meta, huh?)

What would be on your ‘industry business guidelines’ list?

 Posted by at 11:34 am  Tagged with: , , , , , , , ,

Create Content (and Improve Your Marketing) with Forum Discussions

 BFC Blog, Content Creation, Content Marketing, Social Media, Website Content  No Responses »
Jun 092011
 

One thing B2B companies don’t always focus on (and should) is discussion forums.

I don’t mean starting your own forum (though that’s a great way to provide support and customer service).

I mean getting involved in other forums where your audience gathers. On their own.

For instance, IT forums like these:
ServerFault
SuperUser

There’s a content marketing tactic you can use here.

Use Forums for Content Marketing? How?

If you develop software (on any platform), you can be sure users are discussing it on forums like these. What’s important to remember is that these are third-party forums. Places you don’t control.
On reading that, your instinct might be to charge in & vehemently tout the virtues of your product.

Don’t do that.

Instead, try the following approach. It helps you from a content marketing standpoint. AND you can use it to create Clear Content.

  1. Register on a forum your audience uses. Look up topics that deal with your software. See what people are saying.


  2. Don’t interact until you’re sure you understand what they’re talking about. And DON’T rush in trying to sell your product. That’s a great way to drive them – and others – away.
    • Why others? Because if you do that, you create a record. A record that you use pushy sales tactics. Doesn’t matter what your goal was; that’s how it’ll be seen. And remember, this is a place you don’t control.
  3. Say a few people post about using X feature in their businesses. Maybe the current version has trouble transferring information between user levels. People will naturally ask fellow users what they do about it.


  4. Right here is an opportunity for you. You can do 2 things:
    • One, use this feedback to fix the problem people have with your software.
    • Two, establish yourself as a helpful company with relevant content.
  5. THIS is when you post. It’s time to become a helpful resource.
    Post a reply to the latest relevant topic saying:
    “Guys, thanks for the feedback. I’m Brad Wilson at Software Company. I’ve made note to address the issue in a future version. Would you guys tell me anything else like with this we could improve in the software?”

    See how people respond. Take notes.


  6. Then, speak to the commenters directly (most forums have Private Message functions). Ask them, “Can we quote you in future content addressing this issue?” 9 times out of 10 they’ll say, “Sure!” Get their first name and an email (only).


  7. Now you have a topic for a new webpage, blog post or FAQ entry. Wherever this content will benefit your full audience the most.
    Here’s one example. A short blog post.

We know about an issue with the information transfer feature in Version 4. When you try to transfer information between user levels, only 75% of the information transfers successfully.

This is a problem discovered by Chris and other users. Here’s a potential workaround for everyone:

  1. Create a blank user account, Mr. X. Assign it to power-user level.
  2. Transfer information to Mr. X’s user account.
  3. Change Mr. X’s user level to administrator.
  4. Complete the transfer.
  5. Change Mr. X back to power-user level.

We’ll have this problem fixed in our next patch. Expect it in 3 weeks.

(Feel free to use this content on your site. Please link to mine though!)

Voila! Clear Content, Direct from Fellow Humans

Now, this doesn’t sound like very promotional messaging does it? It sounds more like you’re admitting you screwed something up. (Oh no!)

Wait, wait. That’s not actually what happens.

What you’re saying is, “We realize nothing’s perfect. We’re human too. We’re responding to the needs of our audience. And this is how we prove it.”

You can’t BUY that kind of marketing value.

People will see you are being helpful. Being a resource. Being human.
What’s more, now that you established yourself on the forum, you can keep interacting. It’s a very one-on-one kind of marketing. Takes time (don’t expect quick ROI).

But you’re creating Clear Content. You’re establishing yourself as an authority AND as a helpful resource. How’s that for content marketing?

Can you think of another way to adapt this tactic? How else could forums help you create content? Think it over.

 Posted by at 2:12 pm  Tagged with: , , , ,
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