Conducting Rolling Content Audits with Customer Journeys in Agile and Open Source Work Environments: A User-centered Approach to Planning and Improving Content

This industry insight report answers a call from professional and technical communication (PTC) academics for PTC practitioners to share "how-to literature" on the strategic and practical elements of content strategy, including content audits. In this report I share best practices for orchestrating successful content audits with cross-functional teams in an agile, open source environment and share insights into an open source, collaborative documentation environment. By completing content journey mapping exercises, we directly map specific content to each persona's task in the context of the user's emotions, identified pain points, and opportunities. Collectively, content audits and content journey mapping exercises help keep content user-focused and presented with optimal impact.