{"id":45,"date":"2023-12-19T22:40:51","date_gmt":"2023-12-19T22:40:51","guid":{"rendered":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/?post_type=chapter&#038;p=45"},"modified":"2024-02-03T18:30:44","modified_gmt":"2024-02-03T18:30:44","slug":"rhetoric-in-the-digital-realm","status":"publish","type":"chapter","link":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/chapter\/rhetoric-in-the-digital-realm\/","title":{"raw":"Rhetoric in the Digital Realm","rendered":"Rhetoric in the Digital Realm"},"content":{"raw":"<p class=\"import-pf\">Influencers have become increasingly prominent on social media channels, where they engage with thousands of followers and often receive a salary and other perks from companies that benefit from their popularity. The more followers they have, the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId562\" href=\"https:\/\/www.nfi.edu\/how-much-do-influencers-make\/\"><span class=\"import-url\">more money they make<\/span><\/a><\/span> (Nashville Film Institute), which means that many people have turned it into a full-time profession, and many more are <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">trying<\/em><\/span> to generate enough followers to do the same. But have you ever wondered what types of skills a successful influencer must have? Or, similarly, have you ever thought about why businesses of all shapes and sizes spend so much time and money thinking about the different ways they want to communicate with their audiences? A <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId563\" href=\"https:\/\/liberalartsedu.org\/content-strategist-jobs\/\"><span class=\"import-url\">content strategist<\/span><\/a><\/span>, responsible for creating an organization\u2019s communication plan, is typically a core member of the leadership team for one simple reason: businesses need customers in order to survive, and the process of engaging and retaining customers requires very intentional, continual messaging across a number of different channels (Cione-Kroeschel).<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">You\u2019ve probably realized by now that all of these skills relate back to rhetoric. The basic elements of the rhetorical situation\u2014audience, message, speaker, purpose, exigence, and kairos\u2014are foundational in all of our interactions, whether personal or professional, and considering some of the (dis)advantages of digital spaces that we discussed in the previous chapter, rhetorical skills are even more important online, in moments where the speaker and the audience are separated by time and space. As opposed to in-person conversations, where audiences are more likely (hopefully) to actively listen to a message and where the speaker can (sometimes) gauge the audience\u2019s reaction and make appropriate adjustments, digital spaces create unique challenges that make it more difficult to get a message to \u201cland,\u201d especially if the audience is fairly broad and loosely defined. It\u2019s harder to capture people\u2019s attention among the onslaught of ads and spam messaging that people receive each day. It\u2019s more difficult to cultivate trust and make genuine personal connections. And it\u2019s less likely that people will understand your meaning when you\u2019re not right there beside them to guide them in the right direction or answer questions.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">These are just a few of the challenges that arise in digital communication, but the good news is that they aren\u2019t insurmountable. However, they do require a much deeper consideration of audience to identify the relevant needs, expectations, and values that would influence their interpretation and that should, therefore, guide the way that you craft a message. This chapter focuses on these key rhetorical considerations and thought processes that will facilitate more effective digital communication. While the chapter takes a more professional slant\u2014considering aspects of branding and audience engagement that might align with a business\u2019s marketing strategy\u2014the concepts presented here are also incredibly relevant to your own personal brand as well as your professional goals. Whether you aspire to be an influencer, a content writer, or something else entirely, the digital writing tools and strategies discussed here will significantly increase your success.<\/p>\r\n\r\n<div class=\"textbox textbox--learning-objectives\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Learning Objectives<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ul>\r\n \t<li class=\"import-bxul\">Understand the important role of a content strategist in the overall success of an organization.<\/li>\r\n \t<li class=\"import-bxul\">Gain a deeper understanding of an organization\u2019s or an individual\u2019s \u201cbrand\u201d and why it\u2019s important to intentionally identify and cultivate a brand.<\/li>\r\n \t<li class=\"import-bxul\">Take a closer look at the importance of the audience in digital communication.<\/li>\r\n \t<li class=\"import-bxul\">Understand specific research strategies that are used to identify the target audience.<\/li>\r\n \t<li class=\"import-bxul\">Practice brainstorming processes that stem from audience research and that help inform effective content strategies.<\/li>\r\n \t<li class=\"import-bxul\">Understand the concept of digital orchestration and how specific types of messages on different channels work together to meet specific communication goals.<\/li>\r\n \t<li class=\"import-bxul\">Gain a deeper appreciation for rhetorical concepts and strategies that inform the use of more complex digital tools and communication strategies.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n<h1 class=\"import-ah\">Branding<\/h1>\r\n<p class=\"import-paft\">We\u2019ve discussed the fact that all messages have a purpose\u2014a response that the speaker hopes to elicit from the audience as a result of the message. It might be to get the audience to understand a concept, agree with a particular claim, click on a link to a website, purchase a product or service, reshare a post, subscribe to a channel, and so on. Often, there is more than one purpose behind a message. For instance, a company might send a promotional email to a list of subscribers with the primary purpose of getting the audience to purchase a product. But to do that, the email would also have to inform them about the product, convince them to click the link to visit the website, and maybe persuade them to sign up for a free trial or contact a sales agent for more information.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">A much more subtle, yet crucial, purpose behind most messages is to make a positive impression on the audience, and the collective sum of those messages and audience impressions reflects that person\u2019s or organization\u2019s brand. While the word \u201cbrand\u201d could be used to refer to a company\u2019s \u201cbrand name,\u201d or the company that produces a particular product, it also refers to the way that the public perceives that company. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId564\" href=\"https:\/\/www.forbes.com\/sites\/jerrymclaughlin\/2011\/12\/21\/what-is-a-brand-anyway\/?sh=2c4d46f72a1b\"><span class=\"import-url\">Jerry McLaughlin<\/span><\/a><\/span>, a <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span> contributor, explains it like this:<\/p>\r\n<p class=\"import-bqs\" style=\"margin-left: 18pt; margin-right: 18pt; text-indent: 0pt;\">Put simply, your \u201cbrand\u201d is what your prospect thinks of when he or she hears your brand name. It\u2019s everything the public thinks it knows about your name brand offering\u2014both factual (e.g. It comes in a robin\u2019s-egg-blue box), and emotional (e.g. It\u2019s romantic). Your brand name exists objectively; people can see it. It\u2019s fixed. But your brand exists only in someone\u2019s mind.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">It\u2019s important to note here that brand is not the same as \u201cmission.\u201d An organization\u2019s mission relates to what they are trying to achieve with the work they do\u2014often related to meeting customer\u2019s needs with a particular product or service. It\u2019s the primary reason that the organization exists, and ideally, every task, both big and small across every department, would further its mission. While mission is about what a company hopes to <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">do<\/em><\/span>, brand is about who the company <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">is<\/em><\/span>. It\u2019s the perception that people have about that company\u2019s personality, values, integrity, customer care, expertise, and commitment to excellence. Obviously, a positive public perception in these areas would motivate higher levels of audience engagement, which has a direct effect on profit margins and a company\u2019s ability to achieve its mission.<\/p>\r\n\r\n\r\n[caption id=\"\" align=\"alignnone\" width=\"515\"]<img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image15.png\" alt=\"Diagram that demonstrates the main components that relate to a company's brand\" width=\"515\" height=\"660\" \/> <a href=\"https:\/\/commons.wikimedia.org\/wiki\/File:Basics_of_a_brand.jpg\">Basics of a Brand<\/a> by Julianmaker77, on Wikimedia Commons <a href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/4.0\/\">(CC BY-SA 4.0)<\/a>[\/caption]\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Let\u2019s look at an example. In the last several Super Bowls, Budweiser has become known for its commercials featuring the friendship between a horse and a dog. A <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId566\" href=\"https:\/\/www.youtube.com\/watch?v=N_Z_baf5kuc\"><span class=\"import-url\">recent Budweiser commercial<\/span><\/a><\/span> in the 2022 Super Bowl told the story of an injured horse and the emotional connection it had with a dog, which aided in its recovery. This is one in a long line of commercials since 2014 (with a commercial titled \u201c<span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId567\" href=\"https:\/\/www.inc.com\/zoe-henry\/three-reasons-budweiser-puppy-love-commercial-most-popular-in-50-years.html\"><span class=\"import-url\">Puppy Love<\/span><\/a><\/span>\u201d) that trace the friendship between these two animals and create a strong emotional reaction in viewers. While the connection to the Budweiser product\u2014beer\u2014is nonexistent in these commercials, the real focus is on telling a story that viewers will associate with the Budweiser organization. The commercials highlight the hardworking, simple American values of farm life, the strength and determination of the Clydesdale (which have been featured in Budweiser commercials since <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId568\" href=\"https:\/\/www.horsenation.com\/2022\/02\/10\/every-budweiser-clydesdale-commercials-since-1996\/\"><span class=\"import-url\">1996<\/span><\/a><\/span>, according to Sloan), and the friendship and intense loyalty between the animals\u2014all qualities that Budweiser hopes that viewers will begin to associate with their company. Over the years, these heartwarming commercials have been immensely successful in not only engaging viewers but creating positive feelings toward the Budweiser name.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Obviously, expensive commercials with a large viewership are one way that a company can work toward developing its brand, but remember that a brand is the sum of all of the messaging and impressions that people have about a company. It relates to the content on its website, its social media posts, and the experience that customers have with a product or when they engage with customer service representatives. It also includes stories that are outside of the company\u2019s control\u2014articles (positive or negative) that are published in the news as well as customer reviews on Yelp or on a company\u2019s Google Business Profile. In other words, everything that a company says and does should align with its intended brand, and companies that aren\u2019t intentional about consistently communicating their brand <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId569\" href=\"https:\/\/smallbusiness.chron.com\/disadvantages-weak-brand-name-69640.html\"><span class=\"import-url\">suffer the consequences<\/span><\/a><\/span> (Dontigney).<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Individuals also have a personal brand\u2014the way that they want to be perceived by other people. Similar to corporate branding, this relates to your personality, your values, and your loyalty as a friend. It also relates to your professional niche\u2014your work ethic, professionalism, and expertise in a specific field. Although the idea of a personal brand sometimes has a negative connotation, implying the idea that a person is fake and\/or self-absorbed, people who have the most <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId570\" href=\"https:\/\/www.forbes.com\/sites\/goldiechan\/2018\/11\/08\/10-golden-rules-personal-branding\/?sh=4c7b62e758a7\"><span class=\"import-url\">success with personal branding<\/span><\/a><\/span> are authentic, highlighting the parts of themselves and their experiences that they want to be known for (Chan). They are also consistent, focusing on one key message or niche for which they want to be known, communicating often, and being faithful to that brand in all online and offline interactions.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As organizations and individuals set goals and take steps to cultivate their online presence, branding is central to their ability to reach key stakeholders, make connections, develop trust, and prompt deeper levels of audience engagement. And at the heart of each message that creates positive impressions is a deep understanding of rhetorical concepts and strategies that make those connections possible.<\/p>\r\n\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.1<\/span><\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<p class=\"import-sbaft\">Think of a company or a brand name that you are familiar with. Without looking up anything online, create a list of qualities that you believe define this company\u2019s brand. Now visit the company\u2019s website and social media pages. What kinds of content does this company publish? Be sure to read the About Us page, Mission Statement, and so on. Consider the implied meaning behind pictures and videos. Look at the tone of their written content. You might even look at customer reviews regarding their experience with the organization. Does this company\u2019s online messaging and customer feedback line up with the qualities you had listed? Are there any inconsistencies? Are there additional qualities that this company is striving to be known for that you didn\u2019t originally list?<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.2<\/span><\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<p class=\"import-sbaft\">Take a moment to consider your own personal brand. What qualities do you hope to be known for by family and friends? What do you want to be known for from a professional standpoint? Now review your most recent digital messages. Which ones line up with the qualities that you listed? Which ones don\u2019t? What type of content might you post (perhaps on LinkedIn or your own professional website) to demonstrate your interest, professional experience, and expertise in your desired field? Consider how you might carve out a specific \u201cniche\u201d within that field that would set you apart from others.<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<h1 class=\"import-ah\">A Closer Look at Audience<\/h1>\r\n<p class=\"import-paft\">Obviously, the audience is important to the success of a message. As we discussed in chapter 7, all rhetorical messages have an exigence\u2014an imperfection or problem that prompts the speaker to communicate. In a rhetorical situation, only the audience can resolve the problem. The audience alone has the power\u2014by adopting a certain perspective or taking a particular action\u2014to fulfill the speaker\u2019s purpose, which is why a focus on audience is so important. A skillful communicator must consider who the audience is, what they already know about a given topic, what questions they will have, and what types of experiences and values they have that will influence the way that they respond to a message. As opposed to messaging that is writer-focused, emphasizing the speaker\u2019s point of view, a <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId571\" href=\"https:\/\/idaho.pressbooks.pub\/write\/chapter\/reader-centered-writing\/\"><span class=\"import-url\">reader-centered approach<\/span><\/a><\/span> is focused on audience (Long et al.). It forces the writer to step into the reader\u2019s point of view and to write a message in such a way that it anticipates and responds to their questions, interests, objections, and values. It influences big-picture aspects of a message, such as content and organization, as well as smaller, sentence-level strategies, such as <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId572\" href=\"https:\/\/courses.lumenlearning.com\/suny-esc-communicationforprofessionals\/chapter\/you-positive-approaches\/\"><span class=\"import-url\">word choice and tone<\/span><\/a><\/span> (Oaks).<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As you might imagine, your conception of audience gets more complicated when you move to the digital realm. For one thing, you\u2019re not likely to be there with the audience as they read or watch a message, which means that you can\u2019t gauge their immediate reactions and follow up with clarifying information or respond to objections. Also, it\u2019s often much more difficult to identify who the audience is. Certainly, something like a text message or email is likely directed toward a person or a group of people that you know well, though you can\u2019t control who else\u2014outside of your intended audience\u2014might see that message. But other things like social media posts or content posted on a website are open to a much broader audience, made up of people with different interests, perspectives, and values. It\u2019s impossible to prioritize the perspective and to engage the attention of <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">everyone<\/em><\/span> who might stumble across the message, which is why digital writers often focus on the <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">target<\/em><\/span> audience\u2014the ideal audience for whom a message is intended. For instance, a store that sells mostly baby clothes and other related merchandise like car seats and strollers would primarily target parents who either have or are soon expecting to have babies. Though other people might buy baby supplies for different reasons, the most likely customers would be young parents, and so the store\u2019s web content, social media posts, email blasts, and so on would be written with that audience in mind. Similarly, though all kinds of people purchase services from a nail salon, by far the most common customers are women, and as a nail salon thinks more about the type of woman that would be most likely to get their nails done\u2014someone with at least some disposable income, perhaps someone who is busy at home and\/or at work and is looking for a way to \u201cpamper\u201d herself\u2014it becomes easier to craft persuasive messages that highlight services and experiences that these women would want.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">This type of messaging that focuses on specific segment(s) of the broader audience is called target marketing because it focuses on target audiences\u2014those people who are actually interested in the products and services that a business offers. Successful businesses might even <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId573\" href=\"https:\/\/www.coursera.org\/articles\/target-market\"><span class=\"import-url\">segment their target audience<\/span><\/a><\/span> in different ways, thereby creating smaller groups of people with specific qualities in common, which makes it possible to create different messages that would appeal to those different audiences (Coursera). For instance, most universities use segmentation in order to appeal to different types of people who might be interested in getting a degree. High school seniors are an obvious target, but increasingly, universities are also targeting high school juniors and sophomores, students from other universities who might want to transfer, and older adults looking to go back to school. They might also pay attention to the type of degree that a student is interested in so that they can communicate more specifically about relevant programs, job placement rates, and so on.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">All of these strategies increase the likelihood of engaging individuals in the target audience. Also, because social media and internet browsing platforms use <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId574\" href=\"https:\/\/edu.gcfglobal.org\/en\/thenow\/what-is-targeted-advertising\/1\/\"><span class=\"import-url\">algorithms that gather data<\/span><\/a><\/span> about individual browsing histories and online experiences (GCF Global), those people are more likely to encounter messaging that aligns with their interests and preferences, which in turn, makes it more likely that they will take action. For that reason, businesses are moving away from mass marketing strategies that cast a wide net across broad audiences. The more that they are able to clearly define target audiences and craft messages that will appeal to their needs, interests, and expectations, the more likely it is that their messages will reach the right people and have a positive effect. In the remainder of this section, we\u2019ll look at specific strategies that digital writers use to define and engage their target audience(s).<\/p>\r\n\r\n\r\n[caption id=\"\" align=\"alignnone\" width=\"546\"]<img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image7.jpg\" alt=\"Graphic that identifies the different apects of a target market and how an audience can be segmented based on specific characteristics\" width=\"546\" height=\"390\" \/> Market Segmentation, by Cara Miller <a href=\"https:\/\/creativecommons.org\/licenses\/by\/4.0\/\">(CC BY)<\/a>[\/caption]\r\n<h2 class=\"import-bh\">Audience Research<\/h2>\r\n<p class=\"import-paft\">Research is the first, and arguably the most important, step in the process of clearly defining who the audience is and what their needs are. In fact, most businesses conduct <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId575\" href=\"https:\/\/www.sba.gov\/business-guide\/plan-your-business\/market-research-competitive-analysis\"><span class=\"import-url\">market research<\/span><\/a><\/span> as part of their business startup plan in order to guide product development and business strategy (Small Business Administration). However, the most successful businesses are the ones that <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">continuously<\/em><\/span> gather information about their key stakeholders in order to stay apprised of important trends, thought patterns, and experiences and then make appropriate adjustments to the product itself, customer service, promotional concepts, and communication strategies. In other words, audience research guides every aspect of an organization\u2019s daily operation. Without it, communication tends to be overly generalized, failing to capture anyone\u2019s attention, including people in the target audience. Another tendency is to assume that the audience is relatively monolithic and that they all share similar qualities and perspectives as we do. This is called the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId576\" href=\"https:\/\/www.frontiersin.org\/articles\/10.3389\/fpsyg.2019.02747\/full\"><span class=\"import-url\">false consensus effect<\/span><\/a><\/span> (Choi and Cha), and writers who fall into this trap end up alienating important members of the audience and weakening the brand.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">There are two broad categories of audience research\u2014<span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId577\" href=\"https:\/\/communicationmgmt.usc.edu\/blog\/4-research-methods-for-audience-analysis\/\"><span class=\"import-url\">primary and secondary<\/span><\/a><\/span>\u2014with several different research methods within each category (USC Annenberg). The best approach depends largely on the type of information an organization is looking for as well as the available resources and potential limitations that either facilitate or discourage particular methods. What\u2019s more, these research strategies aren\u2019t mutually exclusive. Businesses regularly combine multiple research methods in order to deepen their understanding of the audience.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Often a good place to start is secondary research, which builds on the research that other people have done. This might include case studies that other organizations have conducted that provide in-depth information about a particular real-world situation\u2014a specific problem or perhaps a person or a group of people. Though the specific details of a case study can\u2019t be generalized to apply to everyone, they often provide helpful ideas and solutions that can be applied to other situations. Another form of secondary research comes from surveys and studies published by organizations that specialize in market research. For instance, the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId578\" href=\"https:\/\/www.digitalnewsreport.org\/\"><span class=\"import-url\">Digital News Report<\/span><\/a><\/span> from the Reuters Institute for the Study of Journalism, the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId579\" href=\"https:\/\/www.pewresearch.org\/\"><span class=\"import-url\">Pew Research Center<\/span><\/a><\/span>, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId580\" href=\"https:\/\/www.gallup.com\/home.aspx\"><span class=\"import-url\">Gallup Poll<\/span><\/a><\/span>, and <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId581\" href=\"https:\/\/today.yougov.com\/\"><span class=\"import-url\">YouGovAmerica<\/span><\/a><\/span> are just a few examples of organizations that are constantly conducting research about different groups of people and posting their findings. While this type of information is probably too general for most organizations to apply directly to their target audience, it does identify interesting ideas and trends that might be useful to explore using primary research.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As opposed to secondary research coordinated and published by others, primary research is conducted firsthand by an organization and is specific to its own target audience. As you might imagine, this type of research is the most effective in helping an organization connect with its constituents and understand the needs, desires, and challenges that are most relevant to its business offerings and communication strategies. The most common primary research include<\/p>\r\n\r\n<ul>\r\n \t<li class=\"import-blf\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Metrics.<\/strong><\/span> One of the quickest ways to gauge audience sentiment is through digital <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId582\" href=\"https:\/\/www.indeed.com\/career-advice\/career-development\/digital-marketing-metrics\"><span class=\"import-url\">metrics<\/span><\/a><\/span> that paint a picture of users and their online experiences and decisions (Indeed Editorial Team). Some of the most common metrics include SEO (to determine the most common search terms and strategies that people use related to a particular concept), web traffic (to measure which pages are the most popular, which links people tend to click, how long people stay on a particular page, how many people \u201cbounce\u201d off a page that isn\u2019t relevant to their needs, etc.), traffic from other channels (to see how many people came to a website from other means, such as social media posts, text messaging, or email messaging), and brand awareness (to see how many people like, follow, share, comment on, or repost an organization\u2019s social media messaging). This is the type of analytics that many businesses conduct on a daily basis to gauge the effectiveness of their messaging and to make appropriate adjustments.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Surveys.<\/strong><\/span> A survey is the most common form of audience research because it is a quick and cost-effective way to gather information directly from the target audience. Surveys also allow organizations to gather information from a larger segment of the target audience, which in turn provides more accurate results. Another advantage is that surveys can be designed with different <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId583\" href=\"https:\/\/www.surveymonkey.com\/mp\/survey-question-types\/\"><span class=\"import-url\">types of questions<\/span><\/a><\/span>\u2014multiple choice, true\/false, rating scale, matrix, and open-ended that allow respondents to use their own words to describe their experiences (SurveyMonkey). On the other hand, surveys require <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId584\" href=\"https:\/\/mwcc.edu\/about-mwcc\/offices\/research\/mwcc-survey-policies-and-resources\/survey-best-practices-and-tips\/\"><span class=\"import-url\">careful planning<\/span><\/a><\/span> to ensure that they meet ethical standards, are easy to understand, motivate people to respond, and meet core research objectives (Mount Wachusett Community College). Another limitation of surveys is that it\u2019s difficult to gather in-depth information about people\u2019s attitudes and experiences. For instance, a survey response might indicate that more than half of the respondents aren\u2019t interested in a particular product or service, but it doesn\u2019t provide deeper information about why that is or what strategies might be more useful to engage their interest.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Interviews.<\/strong><\/span> As opposed to surveys that allow organizations to collect a little bit of information (mostly quantitative) about a lot of people, interviews provide much more in-depth information about people\u2019s experiences, thought processes, feelings, attitudes, and so on. Of course, it\u2019s important to select people from the target audience and to carefully craft open-ended questions that will lead to deeper insights. Interviews are also more time consuming. This includes not only the interview itself, but the time it takes to identify interview candidates, schedule the interviews, transcribe the interview recordings, and analyze the data. However, interviews are often worth the trouble because they provide so much <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId585\" href=\"https:\/\/guides.lib.vt.edu\/researchmethods\/interviews\"><span class=\"import-url\">rich detail<\/span><\/a><\/span> about a person and their way of thinking, seeing, and valuing (Virginia Polytechnic Institute University Libraries). Interviews can transform \u201cinterview subjects\u201d from the target audience into flesh-and-blood people whom an organization can understand and empathize with.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Focus groups.<\/strong><\/span> Finally, focus groups are a great way to quickly get information from different types of people in the target audience. Like interviews, focus groups are designed around open-ended questions that relate directly to an organization\u2019s research goals, and they provide qualitative information and in-depth responses as well as the ability to follow up with more questions. However, the goal with a focus group is less about gaining rich detail about one person\u2019s experience and more about understanding thought patterns and behavioral trends among a group. It\u2019s therefore helpful to group people together based on traits that they have in common\u2014gender, age, education level, and so on\u2014and to have enough people present so that it\u2019s possible to distinguish group patterns from individual quirks and anomalies.<\/li>\r\n<\/ul>\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.3<\/span><\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nPractice crafting survey or interview questions. To do this, you should first focus on a particular product, issue, or experience that you want to learn more about. For instance: Why do people enroll in a particular college or university? How do people prioritize vacation planning during the summer? What are some of the most significant financial challenges that people in your age group experience?\r\n\r\nIdentify a similar research question and then identify the type(s) of people who would provide the most helpful information. (For instance, if you want to know why people enroll in a particular college or university, you\u2019d identify different types of students\u2014from different age levels, majors, and so on\u2014who are actively enrolled.) Next, craft several questions (8\u201310) that would help you explore this topic with people in your target audience. You\u2019d probably include a few questions that collect demographic information about age, gender, and so on as well as more in-depth questions that relate directly to your research question.\r\n\r\nTo take this activity a step further, you might administer this survey or interview to see what kind of information you gather and to troubleshoot any weaknesses or gaps in your initial set of questions.\r\n\r\n<\/div>\r\n<\/div>\r\n<h2 class=\"import-bh\">Audience Personas<\/h2>\r\n<p class=\"import-paft\">In addition to audience research, businesses often create <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId586\" href=\"https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/\"><span class=\"import-url\">audience personas<\/span><\/a><\/span> that \u201cflesh\u201d out the perspectives and experiences of individuals in the target audience (Thorp). While the specific characteristics of a persona are fictionalized\u2014including the person\u2019s name, job title, family circumstances, hobbies, and so on\u2014their core qualities are representative of real people in the target audience: their interests, values, challenges, demographics, and so on, all of which stems directly from the data collected from audience research. As noted above, surveys, interviews, and focus groups are all useful strategies for collecting information about the target audience, including their hobbies, professional goals, personalities, priorities, preferences, daily schedules, and pain points. All of this information is compiled and analyzed to identify audience patterns and insights, which are used to develop specific personas.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">The purpose of these personas is to get the writer in touch with the target audience, to humanize their challenges and perspectives, and to craft messages that reach individual people on a deeper level. One of the key benefits of identifying the target audience is that it focuses on solving real problems. The idea isn\u2019t to trick as many people as possible into buying a product or engaging in an activity. The target audience is the segment of the population who, based on their interests and challenges, would actually benefit from a particular product, service, or activity. The personas help businesses and other organizations <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId587\" href=\"https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/10\/12\/why-is-empathy-important-to-customer-success\/?sh=ff106a43e12d\"><span class=\"import-url\">empathize<\/span><\/a><\/span> with the audience and communicate effectively about the solutions they offer so that the people who would benefit most have the opportunity to engage (Worthy).<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">An effective audience persona answers several questions that help organizations get to know their audience. While there are different ways to craft a persona, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId588\" href=\"https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/\"><span class=\"import-url\">Growth Business<\/span><\/a><\/span> identifies six categories that can be used to identify relevant information about the target audience:<\/p>\r\n\r\n<ol>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Who are they?<\/strong><\/span> This might include things like a job title and other responsibilities as parents, homeowners, children of aging parents, and other activities in the community. This category can be used to identify a person\u2019s daily schedule, their primary job responsibilities, and what they prioritize as they manage their time and make decisions throughout the day. Finally, you should use this category to identify demographic information about this person\u2014age, race, socioeconomic status, gender, education level, and so on.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Where are they?<\/strong><\/span> This question can be taken several different ways. It might include where a person is geographically located. This is especially important for organizations that cater to people in specific locations. Understanding where a person lives and how a particular organization fits into that landscape can be extremely useful. This category could also include the online platforms where this person is most likely to receive information\u2014social media platforms, websites, news sites, and so on. Based on a range of personal characteristics, people have different online habits. Identifying the digital spaces where someone in the target audience is likely to be is crucial to reaching them.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">What are their goals?<\/strong><\/span> What does this person hope to accomplish, both personally and professionally? This might relate to career milestones, promotions, and activities. It might also include goals related to health, travel, relationships, parenting, lifestyle, and so on. Identify the primary things that motivate this person and how those goals propel their daily decisions and activities.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Why are they struggling?<\/strong><\/span> One key aspect of the target audience that most businesses seek to identify are the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId589\" href=\"https:\/\/www.wordstream.com\/blog\/ws\/2018\/02\/28\/pain-points\"><span class=\"import-url\">pain points<\/span><\/a><\/span> that people in their target audience experience. These are the problems, frustrations, and desires that people experience that could be remedied by the product, service, or activity that a company has to offer (Shewan). These pain points are what motivate a person to seek some sort of solution, making it more likely that they will respond positively to a message that aligns with their needs. Specific information in this category might identify problems related to physical pain, financial limitations, inconveniences and time constraints, and emotional frustrations. Pain points might also relate to obstacles that prevent this person from meeting the key personal and professional goals.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">How can you help?<\/strong><\/span> Once you\u2019ve fleshed out a person\u2019s goals and motivations as well as the pain points that they experience, you have the tools you need to catch their attention. The key is to think critically about how a particular product, service, or activity can help this person meet their goals or alleviate their pain points so that you can craft your message with a focus on these benefits.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">When is the best time to reach this person?<\/strong><\/span> Remember the term \u201ckairos\u201d from chapter 7? Kairos is the most opportune time or circumstance for a message to reach a particular audience\u2014when they are more likely to have the time and mental focus to pay attention to your message and respond positively. This category helps you think about when that might be. Based on this person\u2019s daily schedule and priorities, when are the ideal times to communicate your message to this person? What channels might be most appropriate based on their preferences and expectations?<\/li>\r\n<\/ol>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Creating audience personas can certainly be a lot of work. Often, an organization will create multiple personas to represent different types of people in their target audience, which are used to craft different types of messaging. However, given the fact that most people see somewhere between <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId590\" href=\"https:\/\/www.forbes.com\/sites\/forbesagencycouncil\/2017\/08\/25\/finding-brand-success-in-the-digital-world\/?sh=7377c29a626e\"><span class=\"import-url\">4,000 <\/span><span class=\"import-url\">and<\/span><span class=\"import-url\"> 10,000 ads<\/span><\/a><\/span> each day (Simpson), the only way to break through the clutter is to understand where and how to craft messages that resonate with your target audience.<\/p>\r\n\r\n\r\n[caption id=\"\" align=\"alignnone\" width=\"517\"]<img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image18.png\" alt=\"Example of what a buyer persona looks like\" width=\"517\" height=\"406\" \/> <a href=\"https:\/\/www.flickr.com\/photos\/deizans\/5525707263\">Sample User Persona Drake Motors Ltd<\/a>, by Daniel Eizans, on Flickr <a href=\"https:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0\/\">(CC BY-NC-ND 2.0)<\/a>[\/caption]\r\n\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.4<\/span><\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nVisit a website of a company or organization of your choosing. It could be a local company that provides a product or service. It could be a larger chain or global corporation. Or it could be a nonprofit organization like a church or a charity. Whatever organization you choose, you should review the website to get a clear understanding of what this company does and what types of products, services, and activities they offer.\r\n\r\nNow consider what type of person might be in the target audience. What are their key values, priorities, and interests that would entice them to engage with this organization?\r\n\r\nFinally, based on your general ideas about the target audience, create an audience persona to represent a specific person in the target audience. Use the six categories identified in the above section to create this persona. Be ready to explain how the qualities of the persona you created align with the qualities of the organization\u2019s target audience.\r\n\r\n<\/div>\r\n<\/div>\r\n<h2 class=\"import-bh\">Buyer Journey<\/h2>\r\n<p class=\"import-paft\">One final consideration related to the target audience is called the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId592\" href=\"https:\/\/blog.hubspot.com\/sales\/what-is-the-buyers-journey\"><span class=\"import-url\">buyer journey<\/span><\/a><\/span>, which is the mental process that a person goes through when they decide to engage with an organization and take action in some way\u2014to buy a product or service or to take part in an activity (Sellers). Just because a product or service is available doesn\u2019t mean that people will automatically buy it. Especially in the digital age where people research company websites and customer reviews, people are more discerning than ever about how they spend their time and money. The buyer journey prioritizes the customer\u2019s perspective throughout this decision-making process, strategizing the various <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId593\" href=\"https:\/\/blog.hubspot.com\/service\/customer-touchpoints\"><span class=\"import-url\">touchpoints<\/span><\/a><\/span> that will engage their attention and provide the right information at the right time (Fontanella).<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">There are four stages in the buyer journey:<\/p>\r\n\r\n<ol>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Awareness.<\/strong><\/span> In this stage, the buyer becomes aware of a challenge or desire that they want to address. This is the \u201cpain point\u201d that we discussed above, and it\u2019s what prompts an individual to find relevant information that will help them define and solve the problem. This is obviously a crucial moment for an organization to make customers aware of the solutions they have to offer\u2014through advertising, social media posts\/shares, clear information on their website, customer reviews, and referrals from family and friends. The goal is for customers to not only know about a product or service but also begin to know and trust the organization, which makes it more likely that they will move to the next stage of the buyer journey.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Consideration.<\/strong><\/span> In this stage, customers have gathered the information they need to define the problem, they are committed to solving it in some way, and they are weighing the available options. Ideally, an organization\u2019s messaging in this stage helps distinguish it from competitors, helping potential customers understand the benefits of their product, answering any questions, and clarifying the next steps a customer should take. Once again, clear information on the website with prominent CTAs (calls to action) is crucial. Other touchpoints might include email or text messaging, blog articles, promotional ads, live chat, brochures and promotional videos, and so on.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Decision.<\/strong><\/span> In this stage, a customer has decided on the method that they want to use to solve their problem, and they are evaluating which company they want to engage with. They might be looking for instructional resources, information about return policies, customer reviews, or opportunities to sample the product.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Repeat.<\/strong><\/span> Ideally, customers are satisfied with the product or service that they receive, and they are motivated to continue to engage with a particular company. They might even tell others about the positive experience they had and recommend the product or service to others. Touchpoints in this stage might include thank you messages, promotional ads and emails, social media posts that people can \u201clike\u201d and reshare, and blog articles that keep people engaged.<\/li>\r\n<\/ol>\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.5<\/span><\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<p class=\"import-sbaft\">Think about your own buyer journey with a particular organization and outline the different touchpoints that moved you from awareness to the point where you have become a repeat customer. How did you first learn about this company? What was the \u201cpain point\u201d that you hoped this organization might help you solve? What strategies did this organization use to engage interest and build trust?<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<h2 class=\"import-ah\">Digital Orchestration<\/h2>\r\n<p class=\"import-paft\">Understanding the audience is crucial to effective communication, but it\u2019s really only half of the challenge. Equally important is the message itself, which must not only reach the target audience but also catch their attention and compel them to take action. In fact, a lot of planning goes into an organization\u2019s content strategy to craft messages that strengthen its brand, consistently engage people at different stages of the buyer journey, and work toward larger missional and financial goals. This planning is called digital orchestration, implying that messaging must be coordinated across multiple channels to catch people\u2019s attention and direct their online path to a specific landing page where they are prompted to take action\u2014to make a purchase, to provide contact information, to make a reservation, to give a donation, to create an account, and so on.<\/p>\r\n\r\n<h2 class=\"import-bh\">Websites<\/h2>\r\n<p class=\"import-paft\">Typically, the foundation of an organization\u2019s digital orchestration is its website. Most communication efforts across other channels, such as social media, email marketing, text messaging, and even print materials, are focused on driving traffic to the website, where people can get to know more about the organization and what it has to offer. This is where people will go first\u2014before they make a purchase, visit a store, or engage with the sales team in some way. They want to know what the costs are, how a program or service works, and what the benefits might be. Most likely they have specific questions that they expect to be answered, and if they can\u2019t quickly and easily find the information they are looking for, most people will bounce away from a website\u2014usually within <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId594\" href=\"https:\/\/smallbusiness.chron.com\/long-website-viewers-attention-72249.html\"><span class=\"import-url\">less than 30 seconds<\/span><\/a><\/span> (Sims). However, if they do find what they are looking for and if they like what they see, they are more likely to stay and browse around, visiting different pages to see more about the background of a company, its mission, its community connections, and other types of products and services it offers\u2014all things that help them move through the buyer journey as they get to know and trust the organization and take a step closer toward making a purchase. In other words, the goals of a website are multifaceted but also interconnected:<\/p>\r\n\r\n<ol>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">To attract visitors in the target audience.<\/strong><\/span> We\u2019ll talk more about SEO in the next section of the textbook, but for now, suffice it to say that the type of content that a website has plays a key role in helping that website rank higher in the search engine results page (SERP)\u2014the list of websites that appear when you search for something in Google. Web developers and content writers are very intentional about the language that they use, the information that they provide, and the way they label key elements of a web page, all of which make it more likely that people who are interested in their products and services will be able to find their website.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Give relevant information.<\/strong><\/span> Once an interested person finds the website, they should be able to quickly and easily find the information that they are looking for. Most of the strategies that go into creating an effective website focus on just this\u2014a navigation map that makes sense, clear titles and headings, short blocks of text and bullet points that are easy to read, footers with contact information and social media links, hyperlinks that direct visitors to subpages with additional information. It\u2019s all about providing a positive user experience that helps people find the information they need and that makes it easy for them to take the next step\u2014to get a quote, volunteer for an activity, make a purchase, visit the store in person, and so on.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Develop the brand.<\/strong><\/span> Of course, the website is also key in helping an organization develop its brand\u2014to help people know more about its personality and missional goals and to help distinguish it from competitors. That\u2019s why websites aren\u2019t just text with chunks of information. They prominently feature the organization\u2019s logo and tagline; its mission statement; photos of the store, the friendly staff, and other customers enjoying their experience; any relevant certifications or credentials that demonstrate expertise; community partnerships and activities that might build emotional connections with the audience; an \u201cAbout Us\u201d page that focuses on personal stories; and so on. Even things that might seem more minor\u2014the tone of the written content, color scheme, layout, and other design features of each page\u2014are opportunities to make a positive impression on visitors and strengthen the brand.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Prompt <\/strong><strong class=\"import-b\">a<\/strong><strong class=\"import-b\">ction.<\/strong><\/span> The purpose of a website goes beyond giving information. The ultimate goal is to get people to respond in some way. While the ultimate goal might be to get potential customers to buy a product or service (or perhaps to participate in an activity or donate to a cause), often a website will build toward that goal with smaller calls to action (CTAs)\u2014to request more information, to follow the organization on social media, to sign up for a newsletter, to sign up for an account or a free trial. Even blog articles on a web page that give focused information related to an organization\u2019s niche will end with a call to action, prompting users to read other related articles or to contact a service representative for more information about a particular topic. These CTAs are always displayed prominently near the bottom of a web page, and they are a helpful way to guide people through the customer journey.<\/li>\r\n \t<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Collect information.<\/strong><\/span> An effective website also collects information about visitors and their online experiences, providing aggregate data about which links are the most popular, how long people stay on specific pages, how many new people visited the site in a given period of time, and so on. These metrics help marketing teams understand what type of information is effective in increasing traffic to the website and what types of adjustments need to be made. Many websites also collect information about individual users. Often they will prompt visitors to provide their contact information\u2014maybe to receive the organization\u2019s weekly newsletter or to be entered into a drawing. Other times, websites use <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId595\" href=\"https:\/\/allaboutcookies.org\/what-is-a-cookie\"><span class=\"import-url\">cookies<\/span><\/a><\/span>, which are \u201csmall text files\u201d that are stored on a user\u2019s computer so that they can be identified the next time they visit the site (Nguyen and McNally). These individual data are used to provide more targeted information to specific users and to make it possible for organizations to reach out to people\u2014through text messages or email campaigns\u2014to update them about the latest blog post or promotional opportunity.<\/li>\r\n<\/ol>\r\n<h2 class=\"import-bh\">Blogs<\/h2>\r\n<p class=\"import-paft\">The goal of most organizations\u2019 content strategy is to stay \u201ctop of mind\u201d for people in their target audience. Of course, they want to reach potential customers who haven\u2019t yet heard of or engaged with their organization, but they also want to maintain connections with existing customers. That\u2019s what digital orchestration does. It continually develops messaging on a number of different platforms to drive people to the website again and again. Blogs (as well as other content like white papers and case studies) are a way of keeping information on a website \u201cfresh\u201d so an organization can advertise new content and increase traffic. While content on a website\u2019s landing pages might not change very often, posting a new blog article every week or two with interesting and useful information will give people a reason to come back to the site. Ideally, these articles help the audience in some way, guiding decisions and processes, but they also help an organization develop credibility, strengthen customer relationships, and drive traffic to other parts of the website.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As you probably already know, not all blogs are created equal. The blogs that are most successful in engaging people\u2019s interest and building a loyal audience have several key things in common:<\/p>\r\n\r\n<ul>\r\n \t<li class=\"import-blf\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They relate to the person\u2019s or organization\u2019s niche.<\/strong><\/span> To really build credibility in a specific area, blogs should all relate to that area\u2014demonstrating expert knowledge and providing unique information that adds value for readers. For instance, a plumber would focus their blog on plumbing-related topics\u2014the best strategies to unclog a sink, affordable pipes that won\u2019t erode, building codes and best practices to install plumbing, new product reviews, water heater maintenance. The list goes on, and as this person continually adds more blog articles and gains readers, the more likely those people are to hire or recommend this person for plumbing jobs. The key is to focus on useful content, not on self-promotion, which will quickly turn people away.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They utilize keywords.<\/strong><\/span> Blogs are also optimized with meta descriptions and keywords so that they will rank higher when people search for that topic.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They include relevant pictures<\/strong><\/span>, which make the article more visually appealing and can also aid in the reader\u2019s understanding of the content.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They have clear and engaging titles.<\/strong><\/span> The point of a blog title is to pique readers\u2019 interest and let them know what they will learn from the article.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They make content manageable.<\/strong><\/span> Subheadings, bullets, and short paragraphs all go a long way to making the content of a blog article manageable. If a reader sees a wall of text, they aren\u2019t very likely to read or follow along with the article. \u201c<span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId596\" href=\"https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/\"><span class=\"import-url\">Chunking<\/span><\/a><\/span>\u201d the content into smaller pieces makes it easier to process (University of Edinburgh). You can also make content manageable with simpler sentence structure and clear language that avoids jargon.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They provide hyperlinks.<\/strong><\/span> Linking to other credible sources that support your article content builds your own credibility. Be sure it\u2019s a reputable news source or organization. Or it might be a study written by experts in a relevant field. Providing hyperlinks to supporting information shows that you\u2019ve done your research, and it allows readers a path to get more information. Blogs might also have internal links that lead readers to other articles or landing pages on the same website.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They have clear calls to action.<\/strong><\/span> Because blogs are largely marketing tools, they typically direct readers to take some sort of action at the very end of the article\u2014to read more related articles, to contact a sales representative with questions about a specific product or service, or to visit the website\u2019s home page for more information.<\/li>\r\n<\/ul>\r\n<h2 class=\"import-bh\">Social Media<\/h2>\r\n<p class=\"import-paft\">Social media is a critical part of an organization\u2019s digital orchestration. Like Mark Smith mentions in this <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span> <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId597\" href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2019\/06\/07\/leveraging-social-media-to-capture-customer-data-and-fuel-journey-orchestration\/?sh=2f8d2fe25598\"><span class=\"import-url\">article<\/span><\/a><\/span>, establishing a social media presence helps organizations connect with people where they already are, allowing them to reach more people while also strengthening their brand. Smith also mentions the ways that organizations increasingly use social media for customer service and as a direct path for users to buy products and services. Monitoring the various social media channels while creating new and meaningful content can be incredibly time consuming, which is why many companies hire a social media coordinator.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Ideally, an organization\u2019s social media content is planned out ahead of time. While they might post last-minute pictures of an event or responses to breaking news stories, most of the social media content is planned out on a social media calendar, usually put together a month in advance so that posts are consistent, engaging, and aligned with other communication efforts related to promotions events, or blog posts. To keep content fresh and interesting, a content writer might organize the calendar into different <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId598\" href=\"https:\/\/teachable.com\/blog\/content-buckets\"><span class=\"import-url\">content buckets<\/span><\/a><\/span> or categories, which helps to diversify content and build a company\u2019s brand (Huie). These buckets might include information about upcoming events and promotions, educational posts about a topic that is relevant to an organization\u2019s expertise (perhaps providing a teaser for the most recent blog post), human interest posts that help readers get to know the organization\u2019s staff as well as the activities that relate directly to the organization\u2019s mission, information about specific products and services, success stories, or customer testimonials and reviews. This type of content helps readers get to know and trust an organization in different ways. Also, since most social media posts will link back to the organization\u2019s website, it\u2019s a key strategy to increase audience engagement and ultimately increase sales.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">A few strategies for successful social media posts include<\/p>\r\n\r\n<ul>\r\n \t<li class=\"import-blf\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Posting to social media platforms where your audience is likely to be.<\/strong><\/span> It doesn\u2019t make sense to post to every social media channel. There are way too many, and you\u2019d risk posting to channels that won\u2019t reach your target audience. For instance, some social media platforms are <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId599\" href=\"https:\/\/backlinko.com\/social-media-users\"><span class=\"import-url\">more popular<\/span><\/a><\/span> than others (Dean). Similarly, people in different <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId600\" href=\"https:\/\/sproutsocial.com\/insights\/new-social-media-demographics\/\"><span class=\"import-url\">demographic populations<\/span><\/a><\/span> use different platforms (Barnhart). For instance, female users are more likely to use Pinterest. Younger users are more likely to use Snapchat and TikTok.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Post information that is appropriate to the platform.<\/strong><\/span> For instance, LinkedIn is focused on professional networking, so posts that are more personal or casual would seem out of place. Similarly, Instagram is typically used for high-resolution photos, while Pinterest is more about processes and how-to guides. Posting the right type of content on the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId601\" href=\"https:\/\/aofund.org\/resource\/choosing-right-social-media-platform-your-business\/\"><span class=\"import-url\">right platform<\/span><\/a><\/span> will help increase engagement (Accion Opportunity Fund).<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Keep it short.<\/strong><\/span> People won\u2019t read long posts. Be concise and get to the point quickly while also using language that is friendly and engaging.<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Use hashtag<\/strong><\/span><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">s<\/strong><\/span> <strong>to extend your reach<\/strong>. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId602\" href=\"https:\/\/digitalmarketinginstitute.com\/blog\/how-to-use-hashtags-in-social-media\"><span class=\"import-url\">Hashtags<\/span><\/a><\/span> allow your post to show up in related groups and discussions so that people outside of your established followers can see and engage with your content (O\u2019Brien).<\/li>\r\n \t<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Post engaging photos and videos that align with the text.<\/strong><\/span> This will help your post stand out and increase audience engagement.<\/li>\r\n<\/ul>\r\n<h2 class=\"import-bh\">Email Campaigns and Text Messaging<\/h2>\r\n<p class=\"import-paft\">Like social media posts, email campaigns and targeted text messages are used to advertise promotionals and updated website content in hopes of increasing web traffic and sales. However, unlike social media posts, these messages are restricted to people who have opted in\u2014often by checking a box (or failing to uncheck a box) during checkout that requests news and product updates or by filling out some sort of intake form with your name and contact information. You might recall that one of the secondary purposes of a website is to collect information about visitors. That information is used specifically to build mailing lists, often in a <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId603\" href=\"https:\/\/kinsta.com\/knowledgebase\/content-management-system\/\"><span class=\"import-url\">content management system<\/span><\/a><\/span>, so that an organization can easily distribute updates such as newsletters, announcements, sales campaigns, or teasers about a new blog article (Kinsta). Once again, the primary goal of these messages is to engage people who have expressed an interest in this type of information and to compel them to visit the website for more information. Unfortunately, many companies use deceptive tactics to build their mailing lists\u2014enrolling people who don\u2019t wish to receive updates and filling their inboxes with spam. While this might grab some people\u2019s attention, it\u2019s more likely to get sent to a junk folder and to create a negative impression with people who end up getting annoyed by unwanted emails and texts.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Just like other forms of digital communication that work together to meet specific goals, there are some basic rules for text and email messages. We\u2019ll look at more specific genre conventions for different types of messages in a later chapter, but for now, the main guidelines include the following:<\/p>\r\n\r\n<ul>\r\n \t<li class=\"import-blf\">Keep it short and to the point.<\/li>\r\n \t<li class=\"import-bl\">Use language that is friendly and engaging.<\/li>\r\n \t<li class=\"import-bl\">Use pictures and other graphics to grab people\u2019s attention.<\/li>\r\n \t<li class=\"import-bl\">Use clear titles.<\/li>\r\n \t<li class=\"import-bll\">Provide clear CTAs and relevant hyperlinks to guide the action that you want readers to take.<\/li>\r\n<\/ul>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Digital orchestration is key to helping an organization create effective messages that strengthen its brand and that meet specific goals. While the specific content strategy is dependent on the mission of an organization and the brand they want to create, one thing that remains constant across all digital media communication is a focus on audience and the rhetorical strategies that will foster connections and compel action. While effective digital writers must pay attention to specific marketing trends and learn to use a variety of digital tools, these strategies build from a fundamental understanding of rhetoric\u2014reaching the right audience at the right time with a message that compels action.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Below is an example of digital orchestration by the Department of Homeland Security. You\u2019ll see a screenshot of the organization\u2019s website home page along with screenshots from Facebook and Instagram, each with posts that provide links back to the website. Also included is a screenshot of the website\u2019s footer, with icons that connect to all of the organization\u2019s various social media accounts. Users also have the option there at the bottom to subscribe to the email list, in which they would receive emails about the latest updates. The emails would also link back to the relevant pages on the website.<\/p>\r\n\r\n\r\n[caption id=\"\" align=\"alignnone\" width=\"660\"]<img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image27.png\" alt=\"Screenshot of the Department of Homeland Security website\" width=\"660\" height=\"723\" \/> <a href=\"https:\/\/www.dhs.gov\/\">Department of Homeland Security webpage<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)[\/caption]\r\n\r\n[caption id=\"\" align=\"alignnone\" width=\"656\"]<img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image4.png\" alt=\"Sceenshot of the Department of Homeland Security Website Footer\" width=\"656\" height=\"115\" \/> <a href=\"https:\/\/www.dhs.gov\/\">Department of Homeland Security footer<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)[\/caption]\r\n\r\n[caption id=\"\" align=\"alignnone\" width=\"660\"]<img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image29.png\" alt=\"Screenshot of the Department of Homeland Security Facebook Page\" width=\"660\" height=\"709\" \/> <a href=\"https:\/\/www.facebook.com\/homelandsecurity\">Department of Homeland Security Facebook page<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)[\/caption]\r\n\r\n[caption id=\"\" align=\"alignnone\" width=\"660\"]<img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image28.png\" alt=\"Screenshot of the Department of Homeland Security Instagram page\" width=\"660\" height=\"487\" \/> <a href=\"https:\/\/www.instagram.com\/DHSgov\/\">Department of Homeland Security Instagram page<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)[\/caption]\r\n\r\n<div class=\"textbox textbox--exercises\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.6<\/span><\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n\r\nFor this activity, you will reverse engineer the content strategy of an existing organization. It could be the same organization that you selected in Activity 9.5 or a different one.\r\n\r\nFirst, go to the organization\u2019s website and consider the existing content. How is the navigation of the website organized? How does the content on each page help meet key objectives? What CTAs exist to guide visitors through the site and persuade them to take specific actions?\r\n\r\nNow look to see what other collateral messaging the organization uses to draw people to the website. Does it have a blog? A section for press releases or white papers? Which social media platforms does it use (often identified in the footer of the website)? Are you aware of other email or text messaging campaigns? Consider how different types of messages work together to meet larger communication goals.\r\n\r\n<\/div>\r\n<\/div>\r\n<h1 class=\"import-ah\">Going Viral<\/h1>\r\n<p class=\"import-paft\">Many people aspire to have their digital content go viral\u2014to reach a large audience and gain notoriety from content that attracts more and more followers. But let\u2019s consider the downside for a moment. Setting out with the ultimate purpose of going viral can actually <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId604\" href=\"https:\/\/vidiq.com\/blog\/post\/chasing-viral-youtube-videos-overrated\/\"><span class=\"import-url\">weaken your brand<\/span><\/a><\/span> because the focus is on popularity and views instead of things that are more important\u2014authenticity, core mission, and deeper connections with the target audience. Lydia Sweatt for VidIQ says it like this:<\/p>\r\n<p class=\"import-bqf\" style=\"margin-left: 18pt; margin-right: 18pt; text-indent: 0pt;\">It\u2019s hard to satisfy your audience and create viral videos simultaneously. One requires you to understand a specific group of people\u2019s likes, goals, and motivations. The other forces you to cast your net wider, so millions pay attention to your content.<\/p>\r\n<p class=\"import-bql\" style=\"margin-left: 18pt; margin-right: 18pt; text-indent: 36pt;\">But if you cater to millions, you cater to no one. You don\u2019t get to connect with a real community, so there\u2019s no shared interest to build off of. Plus, people can usually tell when you\u2019re in it for the views. You won\u2019t come across as genuine, inspiring, or relatable\u2014qualities that put the \u201csocial\u201d in social media.<\/p>\r\n<p class=\"import-pcon\">In other words, it\u2019s better to focus on your main objectives and high-quality messaging that will engage people in the target audience, and then if a social media post does go viral, it will be for the right reasons, and it will be more likely to further your brand in a positive way.<\/p>\r\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Many organizations (and individuals) are increasingly using social media instead of traditional marketing and advertising, so finding strategies to reach a large audience is important. According to <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId605\" href=\"https:\/\/www.forbes.com\/sites\/steveolenski\/2018\/02\/06\/7-ways-to-up-your-chances-of-going-viral-on-social-media\/?sh=51adcce017af\"><span class=\"import-url\">Steve Olenski<\/span><\/a><\/span> writing for <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, going viral to \u201cboost your brand presence and attract new customers quickly\u201d isn\u2019t effortless, there are strategies that can increase your chances of success. Not surprisingly, the strategies listed in his article relate directly to rhetoric:<\/p>\r\n\r\n<ul>\r\n \t<li class=\"import-blf\">Create quality content that the audience will find engaging and meaningful.<\/li>\r\n \t<li class=\"import-bl\">Know your audience, which should inform your content strategy and increase your chances of them liking and sharing your posts.<\/li>\r\n \t<li class=\"import-bl\">Leverage the existing popularity of influencers and popular social media accounts. Because they\u2019ve already developed a following, people are more likely to view content that they share or repost.<\/li>\r\n \t<li class=\"import-bl\">Make personal connections with audiences through the stories you share. They should be \u201crelatable\u201d and authentic.<\/li>\r\n \t<li class=\"import-bl\">Be concise.<\/li>\r\n \t<li class=\"import-bll\">Engage users with interactive content that allows them to participate.<\/li>\r\n<\/ul>\r\n<p class=\"import-pcon\">While going viral might in some ways be happenstance\u2014snapping the right video or getting the right person to repost your content\u2014effective messaging still boils down to an understanding of audience and the types of content that will capture their attention. The next chapter on multimodality provides more ideas on how to integrate design elements into a message to enhance meaning and audience engagement.<\/p>\r\n\r\n<div class=\"textbox textbox--examples\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Discussion Questions<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<ol>\r\n \t<li>What is a content strategist? What role do they play in the overall success of an organization? What do you think are some of the key considerations of a successful content strategy?<\/li>\r\n \t<li>How is brand different from mission? Why is it so important for businesses to cultivate a clear and consistent brand identity?<\/li>\r\n \t<li>What does it mean for an individual to cultivate a brand? How can this be done in genuine and authentic ways\u2014beyond simply trying to create a positive image?<\/li>\r\n \t<li>What are some ways that a brand is developed? What types of things do you think are most harmful to an organization\u2019s brand? Can you think of specific examples?<\/li>\r\n \t<li>Why is an organization\u2019s conception of audience more complex in the digital realm? What are some strategies that organizations can use to help them better understand their target audience?<\/li>\r\n \t<li>Many novice writers struggle to be reader-centered. Why do you think that is? How might this lack of awareness affect how the audience responds? How can writers cultivate a deeper understanding of their audience?<\/li>\r\n \t<li>Why is targeted messaging to people in a target audience more effective than trying to create messages for a mass audience? What is your opinion of all of the data collection and user tracking that goes into creating targeted messages? Is it a help to users, or is it harmful?<\/li>\r\n \t<li>What do you think are some of the main advantages and disadvantages of primary research as businesses seek to understand their audiences? How can secondary research be useful?<\/li>\r\n \t<li>How is an audience persona similar to the second persona, discussed in chapter 5? How are they different? How do these characterizations enhance the effectiveness of a message?<\/li>\r\n \t<li>What are different \u201ctouchpoints\u201d that an organization might use throughout the different stages of the buyer journey to engage potential customers? How might the buyer journey coincide with an organization\u2019s branding? Can you give examples?<\/li>\r\n \t<li>Why is digital orchestration so important for an organization and its communication goals? How does this type of coordination coincide with an organization\u2019s conception of audience? What might be some of the consequences of poor digital orchestration?<\/li>\r\n<\/ol>\r\n<\/div>\r\n<\/div>\r\n<div class=\"textbox textbox--key-takeaways\"><header class=\"textbox__header\">\r\n<p class=\"textbox__title\">Sources<\/p>\r\n\r\n<\/header>\r\n<div class=\"textbox__content\">\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Accion Opportunity Fund. \u201cChoosing the Right Social Media Platform for Your Business.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">AOfund.org<\/em><\/span>, n.d. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId606\" href=\"https:\/\/aofund.org\/resource\/choosing-right-social-media-platform-your-business\/\"><span class=\"import-url\">https:\/\/aofund.org\/resource\/choosing-right-social-media-platform-your-business\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Barnhart, Brent. \u201cSocial Media Demographics to Inform Your Brand\u2019s Strategy in 2022.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">SproutSocial.com<\/em><\/span>, 2 Mar. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId607\" href=\"https:\/\/sproutsocial.com\/insights\/new-social-media-demographics\/\"><span class=\"import-url\">https:\/\/sproutsocial.com\/insights\/new-social-media-demographics\/#pinterest-demographics<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Chan, Goldie. \u201c10 Golden Rules of Personal Branding.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 8 Nov. 2018, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId608\" href=\"https:\/\/www.forbes.com\/sites\/goldiechan\/2018\/11\/08\/10-golden-rules-personal-branding\/?sh=4c7b62e758a7\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/goldiechan\/2018\/11\/08\/10-golden-rules-personal-branding\/?sh=4c7b62e758a7<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Choi, Incheol, and Oona Cha. \u201cCross-Cultural Examination of the False Consensus Effect.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Frontiers in Psychology<\/em><\/span>, 11 Dec. 2019, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId609\" href=\"https:\/\/doi.org\/10.3389\/fpsyg.2019.02747\"><span class=\"import-url\">https:\/\/doi.org\/10.3389\/fpsyg.2019.02747<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Cione-Kroeschel, Jennifer. \u201cEverything You Need to Know About Content Strategist Jobs.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">LiberalArtsEDU<\/em><\/span>, July 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId610\" href=\"https:\/\/liberalartsedu.org\/content-strategist-jobs\/\"><span class=\"import-url\">https:\/\/liberalartsedu.org\/content-strategist-jobs\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Coursera. \u201cWhat is a Target Market? And How Do You Define Yours.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Coursera.org<\/em><\/span>, 15 July 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId611\" href=\"https:\/\/www.coursera.org\/articles\/target-market\"><span class=\"import-url\">https:\/\/www.coursera.org\/articles\/target-market<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Dean, Brian. \u201cSocial Network Usage &amp; Growth Statistics: How Many People Use Social Media in 2022?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Backlinko.com<\/em><\/span>, 10 Oct. 2021, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId612\" href=\"https:\/\/backlinko.com\/social-media-users\"><span class=\"import-url\">https:\/\/backlinko.com\/social-media-users#most-popular-social-media-platforms<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Digital News Report. <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Reuters Institute<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId613\" href=\"https:\/\/www.digitalnewsreport.org\/\"><span class=\"import-url\">https:\/\/www.digitalnewsreport.org\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Dontigney, Eric. \u201cThe Disadvantages of a Weak Brand Name.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Chron<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId614\" href=\"https:\/\/smallbusiness.chron.com\/disadvantages-weak-brand-name-69640.html\"><span class=\"import-url\">https:\/\/smallbusiness.chron.com\/disadvantages-weak-brand-name-69640.html<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Fontanella, Clint. \u201c20 Customer Touchpoints That Will Optimize Your Customer Journey.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Hubspot.com<\/em><\/span>, Updated 15 June 2021, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId615\" href=\"https:\/\/blog.hubspot.com\/service\/customer-touchpoints\"><span class=\"import-url\">https:\/\/blog.hubspot.com\/service\/customer-touchpoints<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">FOX 2 St. Louis. \u201cBudweiser Features a Clydesdale in Its 2022 Super Bowl Commercial.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">YouTube<\/em><\/span>, 2 Feb. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId616\" href=\"https:\/\/www.youtube.com\/watch?v=N_Z_baf5kuc\"><span class=\"import-url\">https:\/\/www.youtube.com\/watch?v=N_Z_baf5kuc<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Gallup. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId617\" href=\"https:\/\/www.gallup.com\/home.aspx\"><span class=\"import-url\">https:\/\/www.gallup.com\/home.aspx<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">GCF Global. \u201cWhat Is Targeted Advertising?\u201d n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId618\" href=\"https:\/\/edu.gcfglobal.org\/en\/thenow\/what-is-targeted-advertising\/1\/\"><span class=\"import-url\">https:\/\/edu.gcfglobal.org\/en\/thenow\/what-is-targeted-advertising\/1\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Henry, Zo\u00eb. \u201cWhy Budweiser\u2019s \u2018Puppy Love\u2019 Is the All-Time Most Popular Super Bowl Ad.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Inc.<\/em><\/span> 8 Dec. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId619\" href=\"https:\/\/www.inc.com\/zoe-henry\/three-reasons-budweiser-puppy-love-commercial-most-popular-in-50-years.html\"><span class=\"import-url\">https:\/\/www.inc.com\/zoe-henry\/three-reasons-budweiser-puppy-love-commercial-most-popular-in-50-years.html<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Huie, Laura. \u201c10 Examples of Content Buckets and How to Use Them.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Teachable.com<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId620\" href=\"https:\/\/teachable.com\/blog\/content-buckets\"><span class=\"import-url\">https:\/\/teachable.com\/blog\/content-buckets#:~:text=Content%20buckets%20are%20categories%20of,promotion%2C%20conversational%2C%20and%20entertainment<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Indeed Editorial Team. \u201c15 Digital Marketing Metrics for Businesses (and How to Use).\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Indeed.com<\/em><\/span>, Updated 31 Mar. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId621\" href=\"https:\/\/www.indeed.com\/career-advice\/career-development\/digital-marketing-metrics\"><span class=\"import-url\">https:\/\/www.indeed.com\/career-advice\/career-development\/digital-marketing-metrics<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Kinsta. \u201cWhat Is a Content Management System (CMS)?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Kinsta.com<\/em><\/span>, 13 Dec. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId622\" href=\"https:\/\/kinsta.com\/knowledgebase\/content-management-system\/\"><span class=\"import-url\">https:\/\/kinsta.com\/knowledgebase\/content-management-system\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Long, Liza, et al. \u201cEngaging in Reader-Centered Writing.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Write What Matters<\/em><\/span>. Idaho Pressbooks, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId623\" href=\"https:\/\/idaho.pressbooks.pub\/write\/chapter\/reader-centered-writing\/\"><span class=\"import-url\">https:\/\/idaho.pressbooks.pub\/write\/chapter\/reader-centered-writing\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">McLaughlin, Jerry. \u201cWhat is a Brand, Anyway?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 21 Dec. 2011, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId624\" href=\"https:\/\/www.forbes.com\/sites\/jerrymclaughlin\/2011\/12\/21\/what-is-a-brand-anyway\/?sh=2c4d46f72a1b\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/jerrymclaughlin\/2011\/12\/21\/what-is-a-brand-anyway\/?sh=2c4d46f72a1b<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Mount Wachusett Community College. \u201cResources for Survey Planning, Design, and Implementation.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">MWCC.edu<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId625\" href=\"https:\/\/mwcc.edu\/about-mwcc\/offices\/research\/mwcc-survey-policies-and-resources\/survey-best-practices-and-tips\/\"><span class=\"import-url\">https:\/\/mwcc.edu\/about-mwcc\/offices\/research\/mwcc-survey-policies-and-resources\/survey-best-practices-and-tips\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Nashville Film Institute. \u201cHow Much Do Influencers Make? Everything You Need to Know.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">NFI<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId626\" href=\"https:\/\/www.nfi.edu\/how-much-do-influencers-make\/\"><span class=\"import-url\">https:\/\/www.nfi.edu\/how-much-do-influencers-make\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Nguyen, Sara J., and Catherine McNally. \u201cWhat are Internet Cookies and How Are They Used?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">All About Cookies<\/em><\/span>, 3 Nov. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId627\" href=\"https:\/\/allaboutcookies.org\/what-is-a-cookie\"><span class=\"import-url\">https:\/\/allaboutcookies.org\/what-is-a-cookie<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Oaks, Susan. \u201c\u2018You\u2019 Approach &amp; Constructive Language.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Lumen Communications for Professionals<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId628\" href=\"https:\/\/courses.lumenlearning.com\/suny-esc-communicationforprofessionals\/chapter\/you-positive-approaches\/\"><span class=\"import-url\">https:\/\/courses.lumenlearning.com\/suny-esc-communicationforprofessionals\/chapter\/you-positive-approaches\/#:~:text=An%20audience%2Dcentered%20tone%20foregrounds,those%20words%20in%20a%20sentence<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">O\u2019Brien, Clodagh. \u201cHow to Use Hashtags Effectively on Social Media.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Digital Marketing Institute<\/em><\/span>, 8 Jan. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId629\" href=\"https:\/\/digitalmarketinginstitute.com\/blog\/how-to-use-hashtags-in-social-media\"><span class=\"import-url\">https:\/\/digitalmarketinginstitute.com\/blog\/how-to-use-hashtags-in-social-media#:~:text=Why%20are%20Hashtags%20Important%3F,views%2C%20likes%2C%20and%20shares<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Olenski, Steve. \u201c7 Ways to Up Your Chances of Going Viral on Social Media.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 6 Feb. 2018, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId630\" href=\"https:\/\/www.forbes.com\/sites\/steveolenski\/2018\/02\/06\/7-ways-to-up-your-chances-of-going-viral-on-social-media\/?sh=51adcce017af\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/steveolenski\/2018\/02\/06\/7-ways-to-up-your-chances-of-going-viral-on-social-media\/?sh=51adcce017af<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Pew Research Center. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId631\" href=\"https:\/\/www.pewresearch.org\/\"><span class=\"import-url\">https:\/\/www.pewresearch.org\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sellers, Amanda. \u201cWhat Is the Buyer\u2019s Journey?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Hubspot.com<\/em><\/span>, 21 July 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId632\" href=\"https:\/\/blog.hubspot.com\/sales\/what-is-the-buyers-journey\"><span class=\"import-url\">https:\/\/blog.hubspot.com\/sales\/what-is-the-buyers-journey<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Shewan, Dan. \u201cPain Points: A Guide to Finding &amp; Solving Your Customers\u2019 Problems.\u201d WordStream, 15 Oct. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId633\" href=\"https:\/\/www.wordstream.com\/blog\/ws\/2018\/02\/28\/pain-points\"><span class=\"import-url\">https:\/\/www.wordstream.com\/blog\/ws\/2018\/02\/28\/pain-points#:~:text=A%20pain%20point%20is%20a,as%20your%20prospective%20customers%20themselves<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Simpson, Jon. \u201cFinding Brand Success in the Digital World.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 25 Aug. 2017, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId634\" href=\"https:\/\/www.forbes.com\/sites\/forbesagencycouncil\/2017\/08\/25\/finding-brand-success-in-the-digital-world\/?sh=7377c29a626e\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/forbesagencycouncil\/2017\/08\/25\/finding-brand-success-in-the-digital-world\/?sh=7377c29a626e<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sims, Lisa. \u201cHow Long Do You Have to Get a Website Viewers\u2019 Attention?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Chron<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId635\" href=\"https:\/\/smallbusiness.chron.com\/long-website-viewers-attention-72249.html\"><span class=\"import-url\">https:\/\/smallbusiness.chron.com\/long-website-viewers-attention-72249.html<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sloan, De\u00c1nn. \u201cEvery Budweiser Clydesdale Commercial Since 1996.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Horse Nation<\/em><\/span>, 10 Feb. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId636\" href=\"https:\/\/www.horsenation.com\/2022\/02\/10\/every-budweiser-clydesdale-commercials-since-1996\/\"><span class=\"import-url\">https:\/\/www.horsenation.com\/2022\/02\/10\/every-budweiser-clydesdale-commercials-since-1996\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Small Business Administration. \u201cMarket Research and Competitive Analysis.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">SBA.gov<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId637\" href=\"https:\/\/www.sba.gov\/business-guide\/plan-your-business\/market-research-competitive-analysis\"><span class=\"import-url\">https:\/\/www.sba.gov\/business-guide\/plan-your-business\/market-research-competitive-<\/span><span class=\"import-url\">analysis<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Smith, Mark. \u201cLeveraging Social Media To Capture Customer Data and Fuel Journey Orchestration.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 7 June 2019, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId638\" href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2019\/06\/07\/leveraging-social-media-to-capture-customer-data-and-fuel-journey-orchestration\/?sh=2f8d2fe25598\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2019\/06\/07\/leveraging-social-media-to-capture-customer-data-and-fuel-journey-orchestration\/?sh=2f8d2fe25598<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">SurveyMonkey. \u201cTypes of Survey Questions.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">SurveyMonkey.com<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId639\" href=\"https:\/\/www.surveymonkey.com\/mp\/survey-question-types\/\"><span class=\"import-url\">https:\/\/www.surveymonkey.com\/mp\/survey-question-types\/#matrix<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sweatt, Lydia. \u201cWhy Chasing Viral YouTube Videos Is Overrated [for Small Creators].\u201d VidIQ, 16 Nov. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId640\" href=\"https:\/\/vidiq.com\/blog\/post\/chasing-viral-youtube-videos-overrated\/\"><span class=\"import-url\">https:\/\/vidiq.com\/blog\/post\/chasing-viral-youtube-videos-overrated\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Thorp, Charlotte. \u201cThe Importance of Target Audience Personas and How to Develop Them.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Growth Business<\/em><\/span>, 4 Dec. 2020, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId641\" href=\"https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/\"><span class=\"import-url\">https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Tormey, Lauren. \u201cChunking Your Content Makes it Easier to Process.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">The University of Edinburgh<\/em><\/span>, 4 Sept. 2020, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId642\" href=\"https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/\"><span class=\"import-url\">https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">University of Edinburgh. \u201cChunking Your Content Makes It Easier to Process.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">University of Edinburgh<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId643\" href=\"https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/\"><span class=\"import-url\">https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">USC Annenberg. \u201c4 Research Methods for Audience Analysis.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">University of Southern Carolina<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId644\" href=\"https:\/\/communicationmgmt.usc.edu\/blog\/4-research-methods-for-audience-analysis\/\"><span class=\"import-url\">https:\/\/communicationmgmt.usc.edu\/blog\/4-research-methods-for-audience-analysis\/<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Virginia Polytechnic Institute University Libraries. \u201cResearch Methods Guide: Interview Research.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">VT.edu<\/em><\/span>, updated 21 Sept. 2018, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId645\" href=\"https:\/\/guides.lib.vt.edu\/researchmethods\/interviews\"><span class=\"import-url\">https:\/\/guides.lib.vt.edu\/researchmethods\/interviews<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Worthy, Beth. \u201cWhy is Empathy Important to Customer Success?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 12 Oct. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId646\" href=\"https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/10\/12\/why-is-empathy-important-to-customer-success\/?sh=ff106a43e12d\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/10\/12\/why-is-empathy-important-to-customer-success\/?sh=ff106a43e12d<\/span><\/a><\/span>.<\/p>\r\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">YouGov. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId647\" href=\"https:\/\/today.yougov.com\/\"><span class=\"import-url\">https:\/\/today.yougov.com\/<\/span><\/a><\/span>.<\/p>\r\n\r\n<\/div>\r\n<\/div>","rendered":"<p class=\"import-pf\">Influencers have become increasingly prominent on social media channels, where they engage with thousands of followers and often receive a salary and other perks from companies that benefit from their popularity. The more followers they have, the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId562\" href=\"https:\/\/www.nfi.edu\/how-much-do-influencers-make\/\"><span class=\"import-url\">more money they make<\/span><\/a><\/span> (Nashville Film Institute), which means that many people have turned it into a full-time profession, and many more are <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">trying<\/em><\/span> to generate enough followers to do the same. But have you ever wondered what types of skills a successful influencer must have? Or, similarly, have you ever thought about why businesses of all shapes and sizes spend so much time and money thinking about the different ways they want to communicate with their audiences? A <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId563\" href=\"https:\/\/liberalartsedu.org\/content-strategist-jobs\/\"><span class=\"import-url\">content strategist<\/span><\/a><\/span>, responsible for creating an organization\u2019s communication plan, is typically a core member of the leadership team for one simple reason: businesses need customers in order to survive, and the process of engaging and retaining customers requires very intentional, continual messaging across a number of different channels (Cione-Kroeschel).<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">You\u2019ve probably realized by now that all of these skills relate back to rhetoric. The basic elements of the rhetorical situation\u2014audience, message, speaker, purpose, exigence, and kairos\u2014are foundational in all of our interactions, whether personal or professional, and considering some of the (dis)advantages of digital spaces that we discussed in the previous chapter, rhetorical skills are even more important online, in moments where the speaker and the audience are separated by time and space. As opposed to in-person conversations, where audiences are more likely (hopefully) to actively listen to a message and where the speaker can (sometimes) gauge the audience\u2019s reaction and make appropriate adjustments, digital spaces create unique challenges that make it more difficult to get a message to \u201cland,\u201d especially if the audience is fairly broad and loosely defined. It\u2019s harder to capture people\u2019s attention among the onslaught of ads and spam messaging that people receive each day. It\u2019s more difficult to cultivate trust and make genuine personal connections. And it\u2019s less likely that people will understand your meaning when you\u2019re not right there beside them to guide them in the right direction or answer questions.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">These are just a few of the challenges that arise in digital communication, but the good news is that they aren\u2019t insurmountable. However, they do require a much deeper consideration of audience to identify the relevant needs, expectations, and values that would influence their interpretation and that should, therefore, guide the way that you craft a message. This chapter focuses on these key rhetorical considerations and thought processes that will facilitate more effective digital communication. While the chapter takes a more professional slant\u2014considering aspects of branding and audience engagement that might align with a business\u2019s marketing strategy\u2014the concepts presented here are also incredibly relevant to your own personal brand as well as your professional goals. Whether you aspire to be an influencer, a content writer, or something else entirely, the digital writing tools and strategies discussed here will significantly increase your success.<\/p>\n<div class=\"textbox textbox--learning-objectives\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Learning Objectives<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<ul>\n<li class=\"import-bxul\">Understand the important role of a content strategist in the overall success of an organization.<\/li>\n<li class=\"import-bxul\">Gain a deeper understanding of an organization\u2019s or an individual\u2019s \u201cbrand\u201d and why it\u2019s important to intentionally identify and cultivate a brand.<\/li>\n<li class=\"import-bxul\">Take a closer look at the importance of the audience in digital communication.<\/li>\n<li class=\"import-bxul\">Understand specific research strategies that are used to identify the target audience.<\/li>\n<li class=\"import-bxul\">Practice brainstorming processes that stem from audience research and that help inform effective content strategies.<\/li>\n<li class=\"import-bxul\">Understand the concept of digital orchestration and how specific types of messages on different channels work together to meet specific communication goals.<\/li>\n<li class=\"import-bxul\">Gain a deeper appreciation for rhetorical concepts and strategies that inform the use of more complex digital tools and communication strategies.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<h1 class=\"import-ah\">Branding<\/h1>\n<p class=\"import-paft\">We\u2019ve discussed the fact that all messages have a purpose\u2014a response that the speaker hopes to elicit from the audience as a result of the message. It might be to get the audience to understand a concept, agree with a particular claim, click on a link to a website, purchase a product or service, reshare a post, subscribe to a channel, and so on. Often, there is more than one purpose behind a message. For instance, a company might send a promotional email to a list of subscribers with the primary purpose of getting the audience to purchase a product. But to do that, the email would also have to inform them about the product, convince them to click the link to visit the website, and maybe persuade them to sign up for a free trial or contact a sales agent for more information.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">A much more subtle, yet crucial, purpose behind most messages is to make a positive impression on the audience, and the collective sum of those messages and audience impressions reflects that person\u2019s or organization\u2019s brand. While the word \u201cbrand\u201d could be used to refer to a company\u2019s \u201cbrand name,\u201d or the company that produces a particular product, it also refers to the way that the public perceives that company. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId564\" href=\"https:\/\/www.forbes.com\/sites\/jerrymclaughlin\/2011\/12\/21\/what-is-a-brand-anyway\/?sh=2c4d46f72a1b\"><span class=\"import-url\">Jerry McLaughlin<\/span><\/a><\/span>, a <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span> contributor, explains it like this:<\/p>\n<p class=\"import-bqs\" style=\"margin-left: 18pt; margin-right: 18pt; text-indent: 0pt;\">Put simply, your \u201cbrand\u201d is what your prospect thinks of when he or she hears your brand name. It\u2019s everything the public thinks it knows about your name brand offering\u2014both factual (e.g. It comes in a robin\u2019s-egg-blue box), and emotional (e.g. It\u2019s romantic). Your brand name exists objectively; people can see it. It\u2019s fixed. But your brand exists only in someone\u2019s mind.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">It\u2019s important to note here that brand is not the same as \u201cmission.\u201d An organization\u2019s mission relates to what they are trying to achieve with the work they do\u2014often related to meeting customer\u2019s needs with a particular product or service. It\u2019s the primary reason that the organization exists, and ideally, every task, both big and small across every department, would further its mission. While mission is about what a company hopes to <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">do<\/em><\/span>, brand is about who the company <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">is<\/em><\/span>. It\u2019s the perception that people have about that company\u2019s personality, values, integrity, customer care, expertise, and commitment to excellence. Obviously, a positive public perception in these areas would motivate higher levels of audience engagement, which has a direct effect on profit margins and a company\u2019s ability to achieve its mission.<\/p>\n<figure style=\"width: 515px\" class=\"wp-caption alignnone\"><img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image15.png\" alt=\"Diagram that demonstrates the main components that relate to a company's brand\" width=\"515\" height=\"660\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/commons.wikimedia.org\/wiki\/File:Basics_of_a_brand.jpg\">Basics of a Brand<\/a> by Julianmaker77, on Wikimedia Commons <a href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/4.0\/\">(CC BY-SA 4.0)<\/a><\/figcaption><\/figure>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Let\u2019s look at an example. In the last several Super Bowls, Budweiser has become known for its commercials featuring the friendship between a horse and a dog. A <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId566\" href=\"https:\/\/www.youtube.com\/watch?v=N_Z_baf5kuc\"><span class=\"import-url\">recent Budweiser commercial<\/span><\/a><\/span> in the 2022 Super Bowl told the story of an injured horse and the emotional connection it had with a dog, which aided in its recovery. This is one in a long line of commercials since 2014 (with a commercial titled \u201c<span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId567\" href=\"https:\/\/www.inc.com\/zoe-henry\/three-reasons-budweiser-puppy-love-commercial-most-popular-in-50-years.html\"><span class=\"import-url\">Puppy Love<\/span><\/a><\/span>\u201d) that trace the friendship between these two animals and create a strong emotional reaction in viewers. While the connection to the Budweiser product\u2014beer\u2014is nonexistent in these commercials, the real focus is on telling a story that viewers will associate with the Budweiser organization. The commercials highlight the hardworking, simple American values of farm life, the strength and determination of the Clydesdale (which have been featured in Budweiser commercials since <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId568\" href=\"https:\/\/www.horsenation.com\/2022\/02\/10\/every-budweiser-clydesdale-commercials-since-1996\/\"><span class=\"import-url\">1996<\/span><\/a><\/span>, according to Sloan), and the friendship and intense loyalty between the animals\u2014all qualities that Budweiser hopes that viewers will begin to associate with their company. Over the years, these heartwarming commercials have been immensely successful in not only engaging viewers but creating positive feelings toward the Budweiser name.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Obviously, expensive commercials with a large viewership are one way that a company can work toward developing its brand, but remember that a brand is the sum of all of the messaging and impressions that people have about a company. It relates to the content on its website, its social media posts, and the experience that customers have with a product or when they engage with customer service representatives. It also includes stories that are outside of the company\u2019s control\u2014articles (positive or negative) that are published in the news as well as customer reviews on Yelp or on a company\u2019s Google Business Profile. In other words, everything that a company says and does should align with its intended brand, and companies that aren\u2019t intentional about consistently communicating their brand <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId569\" href=\"https:\/\/smallbusiness.chron.com\/disadvantages-weak-brand-name-69640.html\"><span class=\"import-url\">suffer the consequences<\/span><\/a><\/span> (Dontigney).<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Individuals also have a personal brand\u2014the way that they want to be perceived by other people. Similar to corporate branding, this relates to your personality, your values, and your loyalty as a friend. It also relates to your professional niche\u2014your work ethic, professionalism, and expertise in a specific field. Although the idea of a personal brand sometimes has a negative connotation, implying the idea that a person is fake and\/or self-absorbed, people who have the most <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId570\" href=\"https:\/\/www.forbes.com\/sites\/goldiechan\/2018\/11\/08\/10-golden-rules-personal-branding\/?sh=4c7b62e758a7\"><span class=\"import-url\">success with personal branding<\/span><\/a><\/span> are authentic, highlighting the parts of themselves and their experiences that they want to be known for (Chan). They are also consistent, focusing on one key message or niche for which they want to be known, communicating often, and being faithful to that brand in all online and offline interactions.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As organizations and individuals set goals and take steps to cultivate their online presence, branding is central to their ability to reach key stakeholders, make connections, develop trust, and prompt deeper levels of audience engagement. And at the heart of each message that creates positive impressions is a deep understanding of rhetorical concepts and strategies that make those connections possible.<\/p>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.1<\/span><\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p class=\"import-sbaft\">Think of a company or a brand name that you are familiar with. Without looking up anything online, create a list of qualities that you believe define this company\u2019s brand. Now visit the company\u2019s website and social media pages. What kinds of content does this company publish? Be sure to read the About Us page, Mission Statement, and so on. Consider the implied meaning behind pictures and videos. Look at the tone of their written content. You might even look at customer reviews regarding their experience with the organization. Does this company\u2019s online messaging and customer feedback line up with the qualities you had listed? Are there any inconsistencies? Are there additional qualities that this company is striving to be known for that you didn\u2019t originally list?<\/p>\n<\/div>\n<\/div>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.2<\/span><\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p class=\"import-sbaft\">Take a moment to consider your own personal brand. What qualities do you hope to be known for by family and friends? What do you want to be known for from a professional standpoint? Now review your most recent digital messages. Which ones line up with the qualities that you listed? Which ones don\u2019t? What type of content might you post (perhaps on LinkedIn or your own professional website) to demonstrate your interest, professional experience, and expertise in your desired field? Consider how you might carve out a specific \u201cniche\u201d within that field that would set you apart from others.<\/p>\n<\/div>\n<\/div>\n<h1 class=\"import-ah\">A Closer Look at Audience<\/h1>\n<p class=\"import-paft\">Obviously, the audience is important to the success of a message. As we discussed in chapter 7, all rhetorical messages have an exigence\u2014an imperfection or problem that prompts the speaker to communicate. In a rhetorical situation, only the audience can resolve the problem. The audience alone has the power\u2014by adopting a certain perspective or taking a particular action\u2014to fulfill the speaker\u2019s purpose, which is why a focus on audience is so important. A skillful communicator must consider who the audience is, what they already know about a given topic, what questions they will have, and what types of experiences and values they have that will influence the way that they respond to a message. As opposed to messaging that is writer-focused, emphasizing the speaker\u2019s point of view, a <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId571\" href=\"https:\/\/idaho.pressbooks.pub\/write\/chapter\/reader-centered-writing\/\"><span class=\"import-url\">reader-centered approach<\/span><\/a><\/span> is focused on audience (Long et al.). It forces the writer to step into the reader\u2019s point of view and to write a message in such a way that it anticipates and responds to their questions, interests, objections, and values. It influences big-picture aspects of a message, such as content and organization, as well as smaller, sentence-level strategies, such as <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId572\" href=\"https:\/\/courses.lumenlearning.com\/suny-esc-communicationforprofessionals\/chapter\/you-positive-approaches\/\"><span class=\"import-url\">word choice and tone<\/span><\/a><\/span> (Oaks).<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As you might imagine, your conception of audience gets more complicated when you move to the digital realm. For one thing, you\u2019re not likely to be there with the audience as they read or watch a message, which means that you can\u2019t gauge their immediate reactions and follow up with clarifying information or respond to objections. Also, it\u2019s often much more difficult to identify who the audience is. Certainly, something like a text message or email is likely directed toward a person or a group of people that you know well, though you can\u2019t control who else\u2014outside of your intended audience\u2014might see that message. But other things like social media posts or content posted on a website are open to a much broader audience, made up of people with different interests, perspectives, and values. It\u2019s impossible to prioritize the perspective and to engage the attention of <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">everyone<\/em><\/span> who might stumble across the message, which is why digital writers often focus on the <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">target<\/em><\/span> audience\u2014the ideal audience for whom a message is intended. For instance, a store that sells mostly baby clothes and other related merchandise like car seats and strollers would primarily target parents who either have or are soon expecting to have babies. Though other people might buy baby supplies for different reasons, the most likely customers would be young parents, and so the store\u2019s web content, social media posts, email blasts, and so on would be written with that audience in mind. Similarly, though all kinds of people purchase services from a nail salon, by far the most common customers are women, and as a nail salon thinks more about the type of woman that would be most likely to get their nails done\u2014someone with at least some disposable income, perhaps someone who is busy at home and\/or at work and is looking for a way to \u201cpamper\u201d herself\u2014it becomes easier to craft persuasive messages that highlight services and experiences that these women would want.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">This type of messaging that focuses on specific segment(s) of the broader audience is called target marketing because it focuses on target audiences\u2014those people who are actually interested in the products and services that a business offers. Successful businesses might even <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId573\" href=\"https:\/\/www.coursera.org\/articles\/target-market\"><span class=\"import-url\">segment their target audience<\/span><\/a><\/span> in different ways, thereby creating smaller groups of people with specific qualities in common, which makes it possible to create different messages that would appeal to those different audiences (Coursera). For instance, most universities use segmentation in order to appeal to different types of people who might be interested in getting a degree. High school seniors are an obvious target, but increasingly, universities are also targeting high school juniors and sophomores, students from other universities who might want to transfer, and older adults looking to go back to school. They might also pay attention to the type of degree that a student is interested in so that they can communicate more specifically about relevant programs, job placement rates, and so on.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">All of these strategies increase the likelihood of engaging individuals in the target audience. Also, because social media and internet browsing platforms use <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId574\" href=\"https:\/\/edu.gcfglobal.org\/en\/thenow\/what-is-targeted-advertising\/1\/\"><span class=\"import-url\">algorithms that gather data<\/span><\/a><\/span> about individual browsing histories and online experiences (GCF Global), those people are more likely to encounter messaging that aligns with their interests and preferences, which in turn, makes it more likely that they will take action. For that reason, businesses are moving away from mass marketing strategies that cast a wide net across broad audiences. The more that they are able to clearly define target audiences and craft messages that will appeal to their needs, interests, and expectations, the more likely it is that their messages will reach the right people and have a positive effect. In the remainder of this section, we\u2019ll look at specific strategies that digital writers use to define and engage their target audience(s).<\/p>\n<figure style=\"width: 546px\" class=\"wp-caption alignnone\"><img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image7.jpg\" alt=\"Graphic that identifies the different apects of a target market and how an audience can be segmented based on specific characteristics\" width=\"546\" height=\"390\" \/><figcaption class=\"wp-caption-text\">Market Segmentation, by Cara Miller <a href=\"https:\/\/creativecommons.org\/licenses\/by\/4.0\/\">(CC BY)<\/a><\/figcaption><\/figure>\n<h2 class=\"import-bh\">Audience Research<\/h2>\n<p class=\"import-paft\">Research is the first, and arguably the most important, step in the process of clearly defining who the audience is and what their needs are. In fact, most businesses conduct <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId575\" href=\"https:\/\/www.sba.gov\/business-guide\/plan-your-business\/market-research-competitive-analysis\"><span class=\"import-url\">market research<\/span><\/a><\/span> as part of their business startup plan in order to guide product development and business strategy (Small Business Administration). However, the most successful businesses are the ones that <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">continuously<\/em><\/span> gather information about their key stakeholders in order to stay apprised of important trends, thought patterns, and experiences and then make appropriate adjustments to the product itself, customer service, promotional concepts, and communication strategies. In other words, audience research guides every aspect of an organization\u2019s daily operation. Without it, communication tends to be overly generalized, failing to capture anyone\u2019s attention, including people in the target audience. Another tendency is to assume that the audience is relatively monolithic and that they all share similar qualities and perspectives as we do. This is called the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId576\" href=\"https:\/\/www.frontiersin.org\/articles\/10.3389\/fpsyg.2019.02747\/full\"><span class=\"import-url\">false consensus effect<\/span><\/a><\/span> (Choi and Cha), and writers who fall into this trap end up alienating important members of the audience and weakening the brand.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">There are two broad categories of audience research\u2014<span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId577\" href=\"https:\/\/communicationmgmt.usc.edu\/blog\/4-research-methods-for-audience-analysis\/\"><span class=\"import-url\">primary and secondary<\/span><\/a><\/span>\u2014with several different research methods within each category (USC Annenberg). The best approach depends largely on the type of information an organization is looking for as well as the available resources and potential limitations that either facilitate or discourage particular methods. What\u2019s more, these research strategies aren\u2019t mutually exclusive. Businesses regularly combine multiple research methods in order to deepen their understanding of the audience.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Often a good place to start is secondary research, which builds on the research that other people have done. This might include case studies that other organizations have conducted that provide in-depth information about a particular real-world situation\u2014a specific problem or perhaps a person or a group of people. Though the specific details of a case study can\u2019t be generalized to apply to everyone, they often provide helpful ideas and solutions that can be applied to other situations. Another form of secondary research comes from surveys and studies published by organizations that specialize in market research. For instance, the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId578\" href=\"https:\/\/www.digitalnewsreport.org\/\"><span class=\"import-url\">Digital News Report<\/span><\/a><\/span> from the Reuters Institute for the Study of Journalism, the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId579\" href=\"https:\/\/www.pewresearch.org\/\"><span class=\"import-url\">Pew Research Center<\/span><\/a><\/span>, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId580\" href=\"https:\/\/www.gallup.com\/home.aspx\"><span class=\"import-url\">Gallup Poll<\/span><\/a><\/span>, and <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId581\" href=\"https:\/\/today.yougov.com\/\"><span class=\"import-url\">YouGovAmerica<\/span><\/a><\/span> are just a few examples of organizations that are constantly conducting research about different groups of people and posting their findings. While this type of information is probably too general for most organizations to apply directly to their target audience, it does identify interesting ideas and trends that might be useful to explore using primary research.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As opposed to secondary research coordinated and published by others, primary research is conducted firsthand by an organization and is specific to its own target audience. As you might imagine, this type of research is the most effective in helping an organization connect with its constituents and understand the needs, desires, and challenges that are most relevant to its business offerings and communication strategies. The most common primary research include<\/p>\n<ul>\n<li class=\"import-blf\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Metrics.<\/strong><\/span> One of the quickest ways to gauge audience sentiment is through digital <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId582\" href=\"https:\/\/www.indeed.com\/career-advice\/career-development\/digital-marketing-metrics\"><span class=\"import-url\">metrics<\/span><\/a><\/span> that paint a picture of users and their online experiences and decisions (Indeed Editorial Team). Some of the most common metrics include SEO (to determine the most common search terms and strategies that people use related to a particular concept), web traffic (to measure which pages are the most popular, which links people tend to click, how long people stay on a particular page, how many people \u201cbounce\u201d off a page that isn\u2019t relevant to their needs, etc.), traffic from other channels (to see how many people came to a website from other means, such as social media posts, text messaging, or email messaging), and brand awareness (to see how many people like, follow, share, comment on, or repost an organization\u2019s social media messaging). This is the type of analytics that many businesses conduct on a daily basis to gauge the effectiveness of their messaging and to make appropriate adjustments.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Surveys.<\/strong><\/span> A survey is the most common form of audience research because it is a quick and cost-effective way to gather information directly from the target audience. Surveys also allow organizations to gather information from a larger segment of the target audience, which in turn provides more accurate results. Another advantage is that surveys can be designed with different <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId583\" href=\"https:\/\/www.surveymonkey.com\/mp\/survey-question-types\/\"><span class=\"import-url\">types of questions<\/span><\/a><\/span>\u2014multiple choice, true\/false, rating scale, matrix, and open-ended that allow respondents to use their own words to describe their experiences (SurveyMonkey). On the other hand, surveys require <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId584\" href=\"https:\/\/mwcc.edu\/about-mwcc\/offices\/research\/mwcc-survey-policies-and-resources\/survey-best-practices-and-tips\/\"><span class=\"import-url\">careful planning<\/span><\/a><\/span> to ensure that they meet ethical standards, are easy to understand, motivate people to respond, and meet core research objectives (Mount Wachusett Community College). Another limitation of surveys is that it\u2019s difficult to gather in-depth information about people\u2019s attitudes and experiences. For instance, a survey response might indicate that more than half of the respondents aren\u2019t interested in a particular product or service, but it doesn\u2019t provide deeper information about why that is or what strategies might be more useful to engage their interest.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Interviews.<\/strong><\/span> As opposed to surveys that allow organizations to collect a little bit of information (mostly quantitative) about a lot of people, interviews provide much more in-depth information about people\u2019s experiences, thought processes, feelings, attitudes, and so on. Of course, it\u2019s important to select people from the target audience and to carefully craft open-ended questions that will lead to deeper insights. Interviews are also more time consuming. This includes not only the interview itself, but the time it takes to identify interview candidates, schedule the interviews, transcribe the interview recordings, and analyze the data. However, interviews are often worth the trouble because they provide so much <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId585\" href=\"https:\/\/guides.lib.vt.edu\/researchmethods\/interviews\"><span class=\"import-url\">rich detail<\/span><\/a><\/span> about a person and their way of thinking, seeing, and valuing (Virginia Polytechnic Institute University Libraries). Interviews can transform \u201cinterview subjects\u201d from the target audience into flesh-and-blood people whom an organization can understand and empathize with.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Focus groups.<\/strong><\/span> Finally, focus groups are a great way to quickly get information from different types of people in the target audience. Like interviews, focus groups are designed around open-ended questions that relate directly to an organization\u2019s research goals, and they provide qualitative information and in-depth responses as well as the ability to follow up with more questions. However, the goal with a focus group is less about gaining rich detail about one person\u2019s experience and more about understanding thought patterns and behavioral trends among a group. It\u2019s therefore helpful to group people together based on traits that they have in common\u2014gender, age, education level, and so on\u2014and to have enough people present so that it\u2019s possible to distinguish group patterns from individual quirks and anomalies.<\/li>\n<\/ul>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.3<\/span><\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>Practice crafting survey or interview questions. To do this, you should first focus on a particular product, issue, or experience that you want to learn more about. For instance: Why do people enroll in a particular college or university? How do people prioritize vacation planning during the summer? What are some of the most significant financial challenges that people in your age group experience?<\/p>\n<p>Identify a similar research question and then identify the type(s) of people who would provide the most helpful information. (For instance, if you want to know why people enroll in a particular college or university, you\u2019d identify different types of students\u2014from different age levels, majors, and so on\u2014who are actively enrolled.) Next, craft several questions (8\u201310) that would help you explore this topic with people in your target audience. You\u2019d probably include a few questions that collect demographic information about age, gender, and so on as well as more in-depth questions that relate directly to your research question.<\/p>\n<p>To take this activity a step further, you might administer this survey or interview to see what kind of information you gather and to troubleshoot any weaknesses or gaps in your initial set of questions.<\/p>\n<\/div>\n<\/div>\n<h2 class=\"import-bh\">Audience Personas<\/h2>\n<p class=\"import-paft\">In addition to audience research, businesses often create <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId586\" href=\"https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/\"><span class=\"import-url\">audience personas<\/span><\/a><\/span> that \u201cflesh\u201d out the perspectives and experiences of individuals in the target audience (Thorp). While the specific characteristics of a persona are fictionalized\u2014including the person\u2019s name, job title, family circumstances, hobbies, and so on\u2014their core qualities are representative of real people in the target audience: their interests, values, challenges, demographics, and so on, all of which stems directly from the data collected from audience research. As noted above, surveys, interviews, and focus groups are all useful strategies for collecting information about the target audience, including their hobbies, professional goals, personalities, priorities, preferences, daily schedules, and pain points. All of this information is compiled and analyzed to identify audience patterns and insights, which are used to develop specific personas.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">The purpose of these personas is to get the writer in touch with the target audience, to humanize their challenges and perspectives, and to craft messages that reach individual people on a deeper level. One of the key benefits of identifying the target audience is that it focuses on solving real problems. The idea isn\u2019t to trick as many people as possible into buying a product or engaging in an activity. The target audience is the segment of the population who, based on their interests and challenges, would actually benefit from a particular product, service, or activity. The personas help businesses and other organizations <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId587\" href=\"https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/10\/12\/why-is-empathy-important-to-customer-success\/?sh=ff106a43e12d\"><span class=\"import-url\">empathize<\/span><\/a><\/span> with the audience and communicate effectively about the solutions they offer so that the people who would benefit most have the opportunity to engage (Worthy).<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">An effective audience persona answers several questions that help organizations get to know their audience. While there are different ways to craft a persona, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId588\" href=\"https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/\"><span class=\"import-url\">Growth Business<\/span><\/a><\/span> identifies six categories that can be used to identify relevant information about the target audience:<\/p>\n<ol>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Who are they?<\/strong><\/span> This might include things like a job title and other responsibilities as parents, homeowners, children of aging parents, and other activities in the community. This category can be used to identify a person\u2019s daily schedule, their primary job responsibilities, and what they prioritize as they manage their time and make decisions throughout the day. Finally, you should use this category to identify demographic information about this person\u2014age, race, socioeconomic status, gender, education level, and so on.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Where are they?<\/strong><\/span> This question can be taken several different ways. It might include where a person is geographically located. This is especially important for organizations that cater to people in specific locations. Understanding where a person lives and how a particular organization fits into that landscape can be extremely useful. This category could also include the online platforms where this person is most likely to receive information\u2014social media platforms, websites, news sites, and so on. Based on a range of personal characteristics, people have different online habits. Identifying the digital spaces where someone in the target audience is likely to be is crucial to reaching them.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">What are their goals?<\/strong><\/span> What does this person hope to accomplish, both personally and professionally? This might relate to career milestones, promotions, and activities. It might also include goals related to health, travel, relationships, parenting, lifestyle, and so on. Identify the primary things that motivate this person and how those goals propel their daily decisions and activities.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Why are they struggling?<\/strong><\/span> One key aspect of the target audience that most businesses seek to identify are the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId589\" href=\"https:\/\/www.wordstream.com\/blog\/ws\/2018\/02\/28\/pain-points\"><span class=\"import-url\">pain points<\/span><\/a><\/span> that people in their target audience experience. These are the problems, frustrations, and desires that people experience that could be remedied by the product, service, or activity that a company has to offer (Shewan). These pain points are what motivate a person to seek some sort of solution, making it more likely that they will respond positively to a message that aligns with their needs. Specific information in this category might identify problems related to physical pain, financial limitations, inconveniences and time constraints, and emotional frustrations. Pain points might also relate to obstacles that prevent this person from meeting the key personal and professional goals.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">How can you help?<\/strong><\/span> Once you\u2019ve fleshed out a person\u2019s goals and motivations as well as the pain points that they experience, you have the tools you need to catch their attention. The key is to think critically about how a particular product, service, or activity can help this person meet their goals or alleviate their pain points so that you can craft your message with a focus on these benefits.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">When is the best time to reach this person?<\/strong><\/span> Remember the term \u201ckairos\u201d from chapter 7? Kairos is the most opportune time or circumstance for a message to reach a particular audience\u2014when they are more likely to have the time and mental focus to pay attention to your message and respond positively. This category helps you think about when that might be. Based on this person\u2019s daily schedule and priorities, when are the ideal times to communicate your message to this person? What channels might be most appropriate based on their preferences and expectations?<\/li>\n<\/ol>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Creating audience personas can certainly be a lot of work. Often, an organization will create multiple personas to represent different types of people in their target audience, which are used to craft different types of messaging. However, given the fact that most people see somewhere between <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId590\" href=\"https:\/\/www.forbes.com\/sites\/forbesagencycouncil\/2017\/08\/25\/finding-brand-success-in-the-digital-world\/?sh=7377c29a626e\"><span class=\"import-url\">4,000 <\/span><span class=\"import-url\">and<\/span><span class=\"import-url\"> 10,000 ads<\/span><\/a><\/span> each day (Simpson), the only way to break through the clutter is to understand where and how to craft messages that resonate with your target audience.<\/p>\n<figure style=\"width: 517px\" class=\"wp-caption alignnone\"><img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image18.png\" alt=\"Example of what a buyer persona looks like\" width=\"517\" height=\"406\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/www.flickr.com\/photos\/deizans\/5525707263\">Sample User Persona Drake Motors Ltd<\/a>, by Daniel Eizans, on Flickr <a href=\"https:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0\/\">(CC BY-NC-ND 2.0)<\/a><\/figcaption><\/figure>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.4<\/span><\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>Visit a website of a company or organization of your choosing. It could be a local company that provides a product or service. It could be a larger chain or global corporation. Or it could be a nonprofit organization like a church or a charity. Whatever organization you choose, you should review the website to get a clear understanding of what this company does and what types of products, services, and activities they offer.<\/p>\n<p>Now consider what type of person might be in the target audience. What are their key values, priorities, and interests that would entice them to engage with this organization?<\/p>\n<p>Finally, based on your general ideas about the target audience, create an audience persona to represent a specific person in the target audience. Use the six categories identified in the above section to create this persona. Be ready to explain how the qualities of the persona you created align with the qualities of the organization\u2019s target audience.<\/p>\n<\/div>\n<\/div>\n<h2 class=\"import-bh\">Buyer Journey<\/h2>\n<p class=\"import-paft\">One final consideration related to the target audience is called the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId592\" href=\"https:\/\/blog.hubspot.com\/sales\/what-is-the-buyers-journey\"><span class=\"import-url\">buyer journey<\/span><\/a><\/span>, which is the mental process that a person goes through when they decide to engage with an organization and take action in some way\u2014to buy a product or service or to take part in an activity (Sellers). Just because a product or service is available doesn\u2019t mean that people will automatically buy it. Especially in the digital age where people research company websites and customer reviews, people are more discerning than ever about how they spend their time and money. The buyer journey prioritizes the customer\u2019s perspective throughout this decision-making process, strategizing the various <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId593\" href=\"https:\/\/blog.hubspot.com\/service\/customer-touchpoints\"><span class=\"import-url\">touchpoints<\/span><\/a><\/span> that will engage their attention and provide the right information at the right time (Fontanella).<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">There are four stages in the buyer journey:<\/p>\n<ol>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Awareness.<\/strong><\/span> In this stage, the buyer becomes aware of a challenge or desire that they want to address. This is the \u201cpain point\u201d that we discussed above, and it\u2019s what prompts an individual to find relevant information that will help them define and solve the problem. This is obviously a crucial moment for an organization to make customers aware of the solutions they have to offer\u2014through advertising, social media posts\/shares, clear information on their website, customer reviews, and referrals from family and friends. The goal is for customers to not only know about a product or service but also begin to know and trust the organization, which makes it more likely that they will move to the next stage of the buyer journey.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Consideration.<\/strong><\/span> In this stage, customers have gathered the information they need to define the problem, they are committed to solving it in some way, and they are weighing the available options. Ideally, an organization\u2019s messaging in this stage helps distinguish it from competitors, helping potential customers understand the benefits of their product, answering any questions, and clarifying the next steps a customer should take. Once again, clear information on the website with prominent CTAs (calls to action) is crucial. Other touchpoints might include email or text messaging, blog articles, promotional ads, live chat, brochures and promotional videos, and so on.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Decision.<\/strong><\/span> In this stage, a customer has decided on the method that they want to use to solve their problem, and they are evaluating which company they want to engage with. They might be looking for instructional resources, information about return policies, customer reviews, or opportunities to sample the product.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Repeat.<\/strong><\/span> Ideally, customers are satisfied with the product or service that they receive, and they are motivated to continue to engage with a particular company. They might even tell others about the positive experience they had and recommend the product or service to others. Touchpoints in this stage might include thank you messages, promotional ads and emails, social media posts that people can \u201clike\u201d and reshare, and blog articles that keep people engaged.<\/li>\n<\/ol>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.5<\/span><\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p class=\"import-sbaft\">Think about your own buyer journey with a particular organization and outline the different touchpoints that moved you from awareness to the point where you have become a repeat customer. How did you first learn about this company? What was the \u201cpain point\u201d that you hoped this organization might help you solve? What strategies did this organization use to engage interest and build trust?<\/p>\n<\/div>\n<\/div>\n<h2 class=\"import-ah\">Digital Orchestration<\/h2>\n<p class=\"import-paft\">Understanding the audience is crucial to effective communication, but it\u2019s really only half of the challenge. Equally important is the message itself, which must not only reach the target audience but also catch their attention and compel them to take action. In fact, a lot of planning goes into an organization\u2019s content strategy to craft messages that strengthen its brand, consistently engage people at different stages of the buyer journey, and work toward larger missional and financial goals. This planning is called digital orchestration, implying that messaging must be coordinated across multiple channels to catch people\u2019s attention and direct their online path to a specific landing page where they are prompted to take action\u2014to make a purchase, to provide contact information, to make a reservation, to give a donation, to create an account, and so on.<\/p>\n<h2 class=\"import-bh\">Websites<\/h2>\n<p class=\"import-paft\">Typically, the foundation of an organization\u2019s digital orchestration is its website. Most communication efforts across other channels, such as social media, email marketing, text messaging, and even print materials, are focused on driving traffic to the website, where people can get to know more about the organization and what it has to offer. This is where people will go first\u2014before they make a purchase, visit a store, or engage with the sales team in some way. They want to know what the costs are, how a program or service works, and what the benefits might be. Most likely they have specific questions that they expect to be answered, and if they can\u2019t quickly and easily find the information they are looking for, most people will bounce away from a website\u2014usually within <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId594\" href=\"https:\/\/smallbusiness.chron.com\/long-website-viewers-attention-72249.html\"><span class=\"import-url\">less than 30 seconds<\/span><\/a><\/span> (Sims). However, if they do find what they are looking for and if they like what they see, they are more likely to stay and browse around, visiting different pages to see more about the background of a company, its mission, its community connections, and other types of products and services it offers\u2014all things that help them move through the buyer journey as they get to know and trust the organization and take a step closer toward making a purchase. In other words, the goals of a website are multifaceted but also interconnected:<\/p>\n<ol>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">To attract visitors in the target audience.<\/strong><\/span> We\u2019ll talk more about SEO in the next section of the textbook, but for now, suffice it to say that the type of content that a website has plays a key role in helping that website rank higher in the search engine results page (SERP)\u2014the list of websites that appear when you search for something in Google. Web developers and content writers are very intentional about the language that they use, the information that they provide, and the way they label key elements of a web page, all of which make it more likely that people who are interested in their products and services will be able to find their website.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Give relevant information.<\/strong><\/span> Once an interested person finds the website, they should be able to quickly and easily find the information that they are looking for. Most of the strategies that go into creating an effective website focus on just this\u2014a navigation map that makes sense, clear titles and headings, short blocks of text and bullet points that are easy to read, footers with contact information and social media links, hyperlinks that direct visitors to subpages with additional information. It\u2019s all about providing a positive user experience that helps people find the information they need and that makes it easy for them to take the next step\u2014to get a quote, volunteer for an activity, make a purchase, visit the store in person, and so on.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Develop the brand.<\/strong><\/span> Of course, the website is also key in helping an organization develop its brand\u2014to help people know more about its personality and missional goals and to help distinguish it from competitors. That\u2019s why websites aren\u2019t just text with chunks of information. They prominently feature the organization\u2019s logo and tagline; its mission statement; photos of the store, the friendly staff, and other customers enjoying their experience; any relevant certifications or credentials that demonstrate expertise; community partnerships and activities that might build emotional connections with the audience; an \u201cAbout Us\u201d page that focuses on personal stories; and so on. Even things that might seem more minor\u2014the tone of the written content, color scheme, layout, and other design features of each page\u2014are opportunities to make a positive impression on visitors and strengthen the brand.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Prompt <\/strong><strong class=\"import-b\">a<\/strong><strong class=\"import-b\">ction.<\/strong><\/span> The purpose of a website goes beyond giving information. The ultimate goal is to get people to respond in some way. While the ultimate goal might be to get potential customers to buy a product or service (or perhaps to participate in an activity or donate to a cause), often a website will build toward that goal with smaller calls to action (CTAs)\u2014to request more information, to follow the organization on social media, to sign up for a newsletter, to sign up for an account or a free trial. Even blog articles on a web page that give focused information related to an organization\u2019s niche will end with a call to action, prompting users to read other related articles or to contact a service representative for more information about a particular topic. These CTAs are always displayed prominently near the bottom of a web page, and they are a helpful way to guide people through the customer journey.<\/li>\n<li><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Collect information.<\/strong><\/span> An effective website also collects information about visitors and their online experiences, providing aggregate data about which links are the most popular, how long people stay on specific pages, how many new people visited the site in a given period of time, and so on. These metrics help marketing teams understand what type of information is effective in increasing traffic to the website and what types of adjustments need to be made. Many websites also collect information about individual users. Often they will prompt visitors to provide their contact information\u2014maybe to receive the organization\u2019s weekly newsletter or to be entered into a drawing. Other times, websites use <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId595\" href=\"https:\/\/allaboutcookies.org\/what-is-a-cookie\"><span class=\"import-url\">cookies<\/span><\/a><\/span>, which are \u201csmall text files\u201d that are stored on a user\u2019s computer so that they can be identified the next time they visit the site (Nguyen and McNally). These individual data are used to provide more targeted information to specific users and to make it possible for organizations to reach out to people\u2014through text messages or email campaigns\u2014to update them about the latest blog post or promotional opportunity.<\/li>\n<\/ol>\n<h2 class=\"import-bh\">Blogs<\/h2>\n<p class=\"import-paft\">The goal of most organizations\u2019 content strategy is to stay \u201ctop of mind\u201d for people in their target audience. Of course, they want to reach potential customers who haven\u2019t yet heard of or engaged with their organization, but they also want to maintain connections with existing customers. That\u2019s what digital orchestration does. It continually develops messaging on a number of different platforms to drive people to the website again and again. Blogs (as well as other content like white papers and case studies) are a way of keeping information on a website \u201cfresh\u201d so an organization can advertise new content and increase traffic. While content on a website\u2019s landing pages might not change very often, posting a new blog article every week or two with interesting and useful information will give people a reason to come back to the site. Ideally, these articles help the audience in some way, guiding decisions and processes, but they also help an organization develop credibility, strengthen customer relationships, and drive traffic to other parts of the website.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">As you probably already know, not all blogs are created equal. The blogs that are most successful in engaging people\u2019s interest and building a loyal audience have several key things in common:<\/p>\n<ul>\n<li class=\"import-blf\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They relate to the person\u2019s or organization\u2019s niche.<\/strong><\/span> To really build credibility in a specific area, blogs should all relate to that area\u2014demonstrating expert knowledge and providing unique information that adds value for readers. For instance, a plumber would focus their blog on plumbing-related topics\u2014the best strategies to unclog a sink, affordable pipes that won\u2019t erode, building codes and best practices to install plumbing, new product reviews, water heater maintenance. The list goes on, and as this person continually adds more blog articles and gains readers, the more likely those people are to hire or recommend this person for plumbing jobs. The key is to focus on useful content, not on self-promotion, which will quickly turn people away.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They utilize keywords.<\/strong><\/span> Blogs are also optimized with meta descriptions and keywords so that they will rank higher when people search for that topic.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They include relevant pictures<\/strong><\/span>, which make the article more visually appealing and can also aid in the reader\u2019s understanding of the content.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They have clear and engaging titles.<\/strong><\/span> The point of a blog title is to pique readers\u2019 interest and let them know what they will learn from the article.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They make content manageable.<\/strong><\/span> Subheadings, bullets, and short paragraphs all go a long way to making the content of a blog article manageable. If a reader sees a wall of text, they aren\u2019t very likely to read or follow along with the article. \u201c<span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId596\" href=\"https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/\"><span class=\"import-url\">Chunking<\/span><\/a><\/span>\u201d the content into smaller pieces makes it easier to process (University of Edinburgh). You can also make content manageable with simpler sentence structure and clear language that avoids jargon.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They provide hyperlinks.<\/strong><\/span> Linking to other credible sources that support your article content builds your own credibility. Be sure it\u2019s a reputable news source or organization. Or it might be a study written by experts in a relevant field. Providing hyperlinks to supporting information shows that you\u2019ve done your research, and it allows readers a path to get more information. Blogs might also have internal links that lead readers to other articles or landing pages on the same website.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">They have clear calls to action.<\/strong><\/span> Because blogs are largely marketing tools, they typically direct readers to take some sort of action at the very end of the article\u2014to read more related articles, to contact a sales representative with questions about a specific product or service, or to visit the website\u2019s home page for more information.<\/li>\n<\/ul>\n<h2 class=\"import-bh\">Social Media<\/h2>\n<p class=\"import-paft\">Social media is a critical part of an organization\u2019s digital orchestration. Like Mark Smith mentions in this <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span> <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId597\" href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2019\/06\/07\/leveraging-social-media-to-capture-customer-data-and-fuel-journey-orchestration\/?sh=2f8d2fe25598\"><span class=\"import-url\">article<\/span><\/a><\/span>, establishing a social media presence helps organizations connect with people where they already are, allowing them to reach more people while also strengthening their brand. Smith also mentions the ways that organizations increasingly use social media for customer service and as a direct path for users to buy products and services. Monitoring the various social media channels while creating new and meaningful content can be incredibly time consuming, which is why many companies hire a social media coordinator.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Ideally, an organization\u2019s social media content is planned out ahead of time. While they might post last-minute pictures of an event or responses to breaking news stories, most of the social media content is planned out on a social media calendar, usually put together a month in advance so that posts are consistent, engaging, and aligned with other communication efforts related to promotions events, or blog posts. To keep content fresh and interesting, a content writer might organize the calendar into different <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId598\" href=\"https:\/\/teachable.com\/blog\/content-buckets\"><span class=\"import-url\">content buckets<\/span><\/a><\/span> or categories, which helps to diversify content and build a company\u2019s brand (Huie). These buckets might include information about upcoming events and promotions, educational posts about a topic that is relevant to an organization\u2019s expertise (perhaps providing a teaser for the most recent blog post), human interest posts that help readers get to know the organization\u2019s staff as well as the activities that relate directly to the organization\u2019s mission, information about specific products and services, success stories, or customer testimonials and reviews. This type of content helps readers get to know and trust an organization in different ways. Also, since most social media posts will link back to the organization\u2019s website, it\u2019s a key strategy to increase audience engagement and ultimately increase sales.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">A few strategies for successful social media posts include<\/p>\n<ul>\n<li class=\"import-blf\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Posting to social media platforms where your audience is likely to be.<\/strong><\/span> It doesn\u2019t make sense to post to every social media channel. There are way too many, and you\u2019d risk posting to channels that won\u2019t reach your target audience. For instance, some social media platforms are <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId599\" href=\"https:\/\/backlinko.com\/social-media-users\"><span class=\"import-url\">more popular<\/span><\/a><\/span> than others (Dean). Similarly, people in different <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId600\" href=\"https:\/\/sproutsocial.com\/insights\/new-social-media-demographics\/\"><span class=\"import-url\">demographic populations<\/span><\/a><\/span> use different platforms (Barnhart). For instance, female users are more likely to use Pinterest. Younger users are more likely to use Snapchat and TikTok.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Post information that is appropriate to the platform.<\/strong><\/span> For instance, LinkedIn is focused on professional networking, so posts that are more personal or casual would seem out of place. Similarly, Instagram is typically used for high-resolution photos, while Pinterest is more about processes and how-to guides. Posting the right type of content on the <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId601\" href=\"https:\/\/aofund.org\/resource\/choosing-right-social-media-platform-your-business\/\"><span class=\"import-url\">right platform<\/span><\/a><\/span> will help increase engagement (Accion Opportunity Fund).<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Keep it short.<\/strong><\/span> People won\u2019t read long posts. Be concise and get to the point quickly while also using language that is friendly and engaging.<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Use hashtag<\/strong><\/span><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">s<\/strong><\/span> <strong>to extend your reach<\/strong>. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId602\" href=\"https:\/\/digitalmarketinginstitute.com\/blog\/how-to-use-hashtags-in-social-media\"><span class=\"import-url\">Hashtags<\/span><\/a><\/span> allow your post to show up in related groups and discussions so that people outside of your established followers can see and engage with your content (O\u2019Brien).<\/li>\n<li class=\"import-bl\"><span style=\"border: none windowtext 0pt; padding: 0;\"><strong class=\"import-b\">Post engaging photos and videos that align with the text.<\/strong><\/span> This will help your post stand out and increase audience engagement.<\/li>\n<\/ul>\n<h2 class=\"import-bh\">Email Campaigns and Text Messaging<\/h2>\n<p class=\"import-paft\">Like social media posts, email campaigns and targeted text messages are used to advertise promotionals and updated website content in hopes of increasing web traffic and sales. However, unlike social media posts, these messages are restricted to people who have opted in\u2014often by checking a box (or failing to uncheck a box) during checkout that requests news and product updates or by filling out some sort of intake form with your name and contact information. You might recall that one of the secondary purposes of a website is to collect information about visitors. That information is used specifically to build mailing lists, often in a <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId603\" href=\"https:\/\/kinsta.com\/knowledgebase\/content-management-system\/\"><span class=\"import-url\">content management system<\/span><\/a><\/span>, so that an organization can easily distribute updates such as newsletters, announcements, sales campaigns, or teasers about a new blog article (Kinsta). Once again, the primary goal of these messages is to engage people who have expressed an interest in this type of information and to compel them to visit the website for more information. Unfortunately, many companies use deceptive tactics to build their mailing lists\u2014enrolling people who don\u2019t wish to receive updates and filling their inboxes with spam. While this might grab some people\u2019s attention, it\u2019s more likely to get sent to a junk folder and to create a negative impression with people who end up getting annoyed by unwanted emails and texts.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Just like other forms of digital communication that work together to meet specific goals, there are some basic rules for text and email messages. We\u2019ll look at more specific genre conventions for different types of messages in a later chapter, but for now, the main guidelines include the following:<\/p>\n<ul>\n<li class=\"import-blf\">Keep it short and to the point.<\/li>\n<li class=\"import-bl\">Use language that is friendly and engaging.<\/li>\n<li class=\"import-bl\">Use pictures and other graphics to grab people\u2019s attention.<\/li>\n<li class=\"import-bl\">Use clear titles.<\/li>\n<li class=\"import-bll\">Provide clear CTAs and relevant hyperlinks to guide the action that you want readers to take.<\/li>\n<\/ul>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Digital orchestration is key to helping an organization create effective messages that strengthen its brand and that meet specific goals. While the specific content strategy is dependent on the mission of an organization and the brand they want to create, one thing that remains constant across all digital media communication is a focus on audience and the rhetorical strategies that will foster connections and compel action. While effective digital writers must pay attention to specific marketing trends and learn to use a variety of digital tools, these strategies build from a fundamental understanding of rhetoric\u2014reaching the right audience at the right time with a message that compels action.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Below is an example of digital orchestration by the Department of Homeland Security. You\u2019ll see a screenshot of the organization\u2019s website home page along with screenshots from Facebook and Instagram, each with posts that provide links back to the website. Also included is a screenshot of the website\u2019s footer, with icons that connect to all of the organization\u2019s various social media accounts. Users also have the option there at the bottom to subscribe to the email list, in which they would receive emails about the latest updates. The emails would also link back to the relevant pages on the website.<\/p>\n<figure style=\"width: 660px\" class=\"wp-caption alignnone\"><img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image27.png\" alt=\"Screenshot of the Department of Homeland Security website\" width=\"660\" height=\"723\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/www.dhs.gov\/\">Department of Homeland Security webpage<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)<\/figcaption><\/figure>\n<figure style=\"width: 656px\" class=\"wp-caption alignnone\"><img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image4.png\" alt=\"Sceenshot of the Department of Homeland Security Website Footer\" width=\"656\" height=\"115\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/www.dhs.gov\/\">Department of Homeland Security footer<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)<\/figcaption><\/figure>\n<figure style=\"width: 660px\" class=\"wp-caption alignnone\"><img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image29.png\" alt=\"Screenshot of the Department of Homeland Security Facebook Page\" width=\"660\" height=\"709\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/www.facebook.com\/homelandsecurity\">Department of Homeland Security Facebook page<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)<\/figcaption><\/figure>\n<figure style=\"width: 660px\" class=\"wp-caption alignnone\"><img src=\"http:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-content\/uploads\/sites\/64\/2024\/01\/image28.png\" alt=\"Screenshot of the Department of Homeland Security Instagram page\" width=\"660\" height=\"487\" \/><figcaption class=\"wp-caption-text\"><a href=\"https:\/\/www.instagram.com\/DHSgov\/\">Department of Homeland Security Instagram page<\/a>, by Department of Homeland Security (<a href=\"https:\/\/creativecommons.org\/publicdomain\/zero\/1.0\/\">CC0<\/a>)<\/figcaption><\/figure>\n<div class=\"textbox textbox--exercises\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\"><span class=\"import-sbhn\">Activity 9.6<\/span><\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p>For this activity, you will reverse engineer the content strategy of an existing organization. It could be the same organization that you selected in Activity 9.5 or a different one.<\/p>\n<p>First, go to the organization\u2019s website and consider the existing content. How is the navigation of the website organized? How does the content on each page help meet key objectives? What CTAs exist to guide visitors through the site and persuade them to take specific actions?<\/p>\n<p>Now look to see what other collateral messaging the organization uses to draw people to the website. Does it have a blog? A section for press releases or white papers? Which social media platforms does it use (often identified in the footer of the website)? Are you aware of other email or text messaging campaigns? Consider how different types of messages work together to meet larger communication goals.<\/p>\n<\/div>\n<\/div>\n<h1 class=\"import-ah\">Going Viral<\/h1>\n<p class=\"import-paft\">Many people aspire to have their digital content go viral\u2014to reach a large audience and gain notoriety from content that attracts more and more followers. But let\u2019s consider the downside for a moment. Setting out with the ultimate purpose of going viral can actually <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId604\" href=\"https:\/\/vidiq.com\/blog\/post\/chasing-viral-youtube-videos-overrated\/\"><span class=\"import-url\">weaken your brand<\/span><\/a><\/span> because the focus is on popularity and views instead of things that are more important\u2014authenticity, core mission, and deeper connections with the target audience. Lydia Sweatt for VidIQ says it like this:<\/p>\n<p class=\"import-bqf\" style=\"margin-left: 18pt; margin-right: 18pt; text-indent: 0pt;\">It\u2019s hard to satisfy your audience and create viral videos simultaneously. One requires you to understand a specific group of people\u2019s likes, goals, and motivations. The other forces you to cast your net wider, so millions pay attention to your content.<\/p>\n<p class=\"import-bql\" style=\"margin-left: 18pt; margin-right: 18pt; text-indent: 36pt;\">But if you cater to millions, you cater to no one. You don\u2019t get to connect with a real community, so there\u2019s no shared interest to build off of. Plus, people can usually tell when you\u2019re in it for the views. You won\u2019t come across as genuine, inspiring, or relatable\u2014qualities that put the \u201csocial\u201d in social media.<\/p>\n<p class=\"import-pcon\">In other words, it\u2019s better to focus on your main objectives and high-quality messaging that will engage people in the target audience, and then if a social media post does go viral, it will be for the right reasons, and it will be more likely to further your brand in a positive way.<\/p>\n<p class=\"import-p\" style=\"text-indent: 36pt;\">Many organizations (and individuals) are increasingly using social media instead of traditional marketing and advertising, so finding strategies to reach a large audience is important. According to <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId605\" href=\"https:\/\/www.forbes.com\/sites\/steveolenski\/2018\/02\/06\/7-ways-to-up-your-chances-of-going-viral-on-social-media\/?sh=51adcce017af\"><span class=\"import-url\">Steve Olenski<\/span><\/a><\/span> writing for <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, going viral to \u201cboost your brand presence and attract new customers quickly\u201d isn\u2019t effortless, there are strategies that can increase your chances of success. Not surprisingly, the strategies listed in his article relate directly to rhetoric:<\/p>\n<ul>\n<li class=\"import-blf\">Create quality content that the audience will find engaging and meaningful.<\/li>\n<li class=\"import-bl\">Know your audience, which should inform your content strategy and increase your chances of them liking and sharing your posts.<\/li>\n<li class=\"import-bl\">Leverage the existing popularity of influencers and popular social media accounts. Because they\u2019ve already developed a following, people are more likely to view content that they share or repost.<\/li>\n<li class=\"import-bl\">Make personal connections with audiences through the stories you share. They should be \u201crelatable\u201d and authentic.<\/li>\n<li class=\"import-bl\">Be concise.<\/li>\n<li class=\"import-bll\">Engage users with interactive content that allows them to participate.<\/li>\n<\/ul>\n<p class=\"import-pcon\">While going viral might in some ways be happenstance\u2014snapping the right video or getting the right person to repost your content\u2014effective messaging still boils down to an understanding of audience and the types of content that will capture their attention. The next chapter on multimodality provides more ideas on how to integrate design elements into a message to enhance meaning and audience engagement.<\/p>\n<div class=\"textbox textbox--examples\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Discussion Questions<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<ol>\n<li>What is a content strategist? What role do they play in the overall success of an organization? What do you think are some of the key considerations of a successful content strategy?<\/li>\n<li>How is brand different from mission? Why is it so important for businesses to cultivate a clear and consistent brand identity?<\/li>\n<li>What does it mean for an individual to cultivate a brand? How can this be done in genuine and authentic ways\u2014beyond simply trying to create a positive image?<\/li>\n<li>What are some ways that a brand is developed? What types of things do you think are most harmful to an organization\u2019s brand? Can you think of specific examples?<\/li>\n<li>Why is an organization\u2019s conception of audience more complex in the digital realm? What are some strategies that organizations can use to help them better understand their target audience?<\/li>\n<li>Many novice writers struggle to be reader-centered. Why do you think that is? How might this lack of awareness affect how the audience responds? How can writers cultivate a deeper understanding of their audience?<\/li>\n<li>Why is targeted messaging to people in a target audience more effective than trying to create messages for a mass audience? What is your opinion of all of the data collection and user tracking that goes into creating targeted messages? Is it a help to users, or is it harmful?<\/li>\n<li>What do you think are some of the main advantages and disadvantages of primary research as businesses seek to understand their audiences? How can secondary research be useful?<\/li>\n<li>How is an audience persona similar to the second persona, discussed in chapter 5? How are they different? How do these characterizations enhance the effectiveness of a message?<\/li>\n<li>What are different \u201ctouchpoints\u201d that an organization might use throughout the different stages of the buyer journey to engage potential customers? How might the buyer journey coincide with an organization\u2019s branding? Can you give examples?<\/li>\n<li>Why is digital orchestration so important for an organization and its communication goals? How does this type of coordination coincide with an organization\u2019s conception of audience? What might be some of the consequences of poor digital orchestration?<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div class=\"textbox textbox--key-takeaways\">\n<header class=\"textbox__header\">\n<p class=\"textbox__title\">Sources<\/p>\n<\/header>\n<div class=\"textbox__content\">\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Accion Opportunity Fund. \u201cChoosing the Right Social Media Platform for Your Business.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">AOfund.org<\/em><\/span>, n.d. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId606\" href=\"https:\/\/aofund.org\/resource\/choosing-right-social-media-platform-your-business\/\"><span class=\"import-url\">https:\/\/aofund.org\/resource\/choosing-right-social-media-platform-your-business\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Barnhart, Brent. \u201cSocial Media Demographics to Inform Your Brand\u2019s Strategy in 2022.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">SproutSocial.com<\/em><\/span>, 2 Mar. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId607\" href=\"https:\/\/sproutsocial.com\/insights\/new-social-media-demographics\/\"><span class=\"import-url\">https:\/\/sproutsocial.com\/insights\/new-social-media-demographics\/#pinterest-demographics<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Chan, Goldie. \u201c10 Golden Rules of Personal Branding.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 8 Nov. 2018, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId608\" href=\"https:\/\/www.forbes.com\/sites\/goldiechan\/2018\/11\/08\/10-golden-rules-personal-branding\/?sh=4c7b62e758a7\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/goldiechan\/2018\/11\/08\/10-golden-rules-personal-branding\/?sh=4c7b62e758a7<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Choi, Incheol, and Oona Cha. \u201cCross-Cultural Examination of the False Consensus Effect.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Frontiers in Psychology<\/em><\/span>, 11 Dec. 2019, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId609\" href=\"https:\/\/doi.org\/10.3389\/fpsyg.2019.02747\"><span class=\"import-url\">https:\/\/doi.org\/10.3389\/fpsyg.2019.02747<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Cione-Kroeschel, Jennifer. \u201cEverything You Need to Know About Content Strategist Jobs.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">LiberalArtsEDU<\/em><\/span>, July 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId610\" href=\"https:\/\/liberalartsedu.org\/content-strategist-jobs\/\"><span class=\"import-url\">https:\/\/liberalartsedu.org\/content-strategist-jobs\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Coursera. \u201cWhat is a Target Market? And How Do You Define Yours.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Coursera.org<\/em><\/span>, 15 July 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId611\" href=\"https:\/\/www.coursera.org\/articles\/target-market\"><span class=\"import-url\">https:\/\/www.coursera.org\/articles\/target-market<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Dean, Brian. \u201cSocial Network Usage &amp; Growth Statistics: How Many People Use Social Media in 2022?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Backlinko.com<\/em><\/span>, 10 Oct. 2021, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId612\" href=\"https:\/\/backlinko.com\/social-media-users\"><span class=\"import-url\">https:\/\/backlinko.com\/social-media-users#most-popular-social-media-platforms<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Digital News Report. <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Reuters Institute<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId613\" href=\"https:\/\/www.digitalnewsreport.org\/\"><span class=\"import-url\">https:\/\/www.digitalnewsreport.org\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Dontigney, Eric. \u201cThe Disadvantages of a Weak Brand Name.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Chron<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId614\" href=\"https:\/\/smallbusiness.chron.com\/disadvantages-weak-brand-name-69640.html\"><span class=\"import-url\">https:\/\/smallbusiness.chron.com\/disadvantages-weak-brand-name-69640.html<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Fontanella, Clint. \u201c20 Customer Touchpoints That Will Optimize Your Customer Journey.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Hubspot.com<\/em><\/span>, Updated 15 June 2021, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId615\" href=\"https:\/\/blog.hubspot.com\/service\/customer-touchpoints\"><span class=\"import-url\">https:\/\/blog.hubspot.com\/service\/customer-touchpoints<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">FOX 2 St. Louis. \u201cBudweiser Features a Clydesdale in Its 2022 Super Bowl Commercial.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">YouTube<\/em><\/span>, 2 Feb. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId616\" href=\"https:\/\/www.youtube.com\/watch?v=N_Z_baf5kuc\"><span class=\"import-url\">https:\/\/www.youtube.com\/watch?v=N_Z_baf5kuc<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Gallup. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId617\" href=\"https:\/\/www.gallup.com\/home.aspx\"><span class=\"import-url\">https:\/\/www.gallup.com\/home.aspx<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">GCF Global. \u201cWhat Is Targeted Advertising?\u201d n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId618\" href=\"https:\/\/edu.gcfglobal.org\/en\/thenow\/what-is-targeted-advertising\/1\/\"><span class=\"import-url\">https:\/\/edu.gcfglobal.org\/en\/thenow\/what-is-targeted-advertising\/1\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Henry, Zo\u00eb. \u201cWhy Budweiser\u2019s \u2018Puppy Love\u2019 Is the All-Time Most Popular Super Bowl Ad.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Inc.<\/em><\/span> 8 Dec. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId619\" href=\"https:\/\/www.inc.com\/zoe-henry\/three-reasons-budweiser-puppy-love-commercial-most-popular-in-50-years.html\"><span class=\"import-url\">https:\/\/www.inc.com\/zoe-henry\/three-reasons-budweiser-puppy-love-commercial-most-popular-in-50-years.html<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Huie, Laura. \u201c10 Examples of Content Buckets and How to Use Them.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Teachable.com<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId620\" href=\"https:\/\/teachable.com\/blog\/content-buckets\"><span class=\"import-url\">https:\/\/teachable.com\/blog\/content-buckets#:~:text=Content%20buckets%20are%20categories%20of,promotion%2C%20conversational%2C%20and%20entertainment<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Indeed Editorial Team. \u201c15 Digital Marketing Metrics for Businesses (and How to Use).\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Indeed.com<\/em><\/span>, Updated 31 Mar. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId621\" href=\"https:\/\/www.indeed.com\/career-advice\/career-development\/digital-marketing-metrics\"><span class=\"import-url\">https:\/\/www.indeed.com\/career-advice\/career-development\/digital-marketing-metrics<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Kinsta. \u201cWhat Is a Content Management System (CMS)?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Kinsta.com<\/em><\/span>, 13 Dec. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId622\" href=\"https:\/\/kinsta.com\/knowledgebase\/content-management-system\/\"><span class=\"import-url\">https:\/\/kinsta.com\/knowledgebase\/content-management-system\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Long, Liza, et al. \u201cEngaging in Reader-Centered Writing.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Write What Matters<\/em><\/span>. Idaho Pressbooks, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId623\" href=\"https:\/\/idaho.pressbooks.pub\/write\/chapter\/reader-centered-writing\/\"><span class=\"import-url\">https:\/\/idaho.pressbooks.pub\/write\/chapter\/reader-centered-writing\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">McLaughlin, Jerry. \u201cWhat is a Brand, Anyway?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 21 Dec. 2011, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId624\" href=\"https:\/\/www.forbes.com\/sites\/jerrymclaughlin\/2011\/12\/21\/what-is-a-brand-anyway\/?sh=2c4d46f72a1b\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/jerrymclaughlin\/2011\/12\/21\/what-is-a-brand-anyway\/?sh=2c4d46f72a1b<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Mount Wachusett Community College. \u201cResources for Survey Planning, Design, and Implementation.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">MWCC.edu<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId625\" href=\"https:\/\/mwcc.edu\/about-mwcc\/offices\/research\/mwcc-survey-policies-and-resources\/survey-best-practices-and-tips\/\"><span class=\"import-url\">https:\/\/mwcc.edu\/about-mwcc\/offices\/research\/mwcc-survey-policies-and-resources\/survey-best-practices-and-tips\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Nashville Film Institute. \u201cHow Much Do Influencers Make? Everything You Need to Know.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">NFI<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId626\" href=\"https:\/\/www.nfi.edu\/how-much-do-influencers-make\/\"><span class=\"import-url\">https:\/\/www.nfi.edu\/how-much-do-influencers-make\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Nguyen, Sara J., and Catherine McNally. \u201cWhat are Internet Cookies and How Are They Used?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">All About Cookies<\/em><\/span>, 3 Nov. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId627\" href=\"https:\/\/allaboutcookies.org\/what-is-a-cookie\"><span class=\"import-url\">https:\/\/allaboutcookies.org\/what-is-a-cookie<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Oaks, Susan. \u201c\u2018You\u2019 Approach &amp; Constructive Language.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Lumen Communications for Professionals<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId628\" href=\"https:\/\/courses.lumenlearning.com\/suny-esc-communicationforprofessionals\/chapter\/you-positive-approaches\/\"><span class=\"import-url\">https:\/\/courses.lumenlearning.com\/suny-esc-communicationforprofessionals\/chapter\/you-positive-approaches\/#:~:text=An%20audience%2Dcentered%20tone%20foregrounds,those%20words%20in%20a%20sentence<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">O\u2019Brien, Clodagh. \u201cHow to Use Hashtags Effectively on Social Media.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Digital Marketing Institute<\/em><\/span>, 8 Jan. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId629\" href=\"https:\/\/digitalmarketinginstitute.com\/blog\/how-to-use-hashtags-in-social-media\"><span class=\"import-url\">https:\/\/digitalmarketinginstitute.com\/blog\/how-to-use-hashtags-in-social-media#:~:text=Why%20are%20Hashtags%20Important%3F,views%2C%20likes%2C%20and%20shares<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Olenski, Steve. \u201c7 Ways to Up Your Chances of Going Viral on Social Media.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 6 Feb. 2018, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId630\" href=\"https:\/\/www.forbes.com\/sites\/steveolenski\/2018\/02\/06\/7-ways-to-up-your-chances-of-going-viral-on-social-media\/?sh=51adcce017af\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/steveolenski\/2018\/02\/06\/7-ways-to-up-your-chances-of-going-viral-on-social-media\/?sh=51adcce017af<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Pew Research Center. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId631\" href=\"https:\/\/www.pewresearch.org\/\"><span class=\"import-url\">https:\/\/www.pewresearch.org\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sellers, Amanda. \u201cWhat Is the Buyer\u2019s Journey?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Hubspot.com<\/em><\/span>, 21 July 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId632\" href=\"https:\/\/blog.hubspot.com\/sales\/what-is-the-buyers-journey\"><span class=\"import-url\">https:\/\/blog.hubspot.com\/sales\/what-is-the-buyers-journey<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Shewan, Dan. \u201cPain Points: A Guide to Finding &amp; Solving Your Customers\u2019 Problems.\u201d WordStream, 15 Oct. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId633\" href=\"https:\/\/www.wordstream.com\/blog\/ws\/2018\/02\/28\/pain-points\"><span class=\"import-url\">https:\/\/www.wordstream.com\/blog\/ws\/2018\/02\/28\/pain-points#:~:text=A%20pain%20point%20is%20a,as%20your%20prospective%20customers%20themselves<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Simpson, Jon. \u201cFinding Brand Success in the Digital World.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 25 Aug. 2017, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId634\" href=\"https:\/\/www.forbes.com\/sites\/forbesagencycouncil\/2017\/08\/25\/finding-brand-success-in-the-digital-world\/?sh=7377c29a626e\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/forbesagencycouncil\/2017\/08\/25\/finding-brand-success-in-the-digital-world\/?sh=7377c29a626e<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sims, Lisa. \u201cHow Long Do You Have to Get a Website Viewers\u2019 Attention?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Chron<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId635\" href=\"https:\/\/smallbusiness.chron.com\/long-website-viewers-attention-72249.html\"><span class=\"import-url\">https:\/\/smallbusiness.chron.com\/long-website-viewers-attention-72249.html<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sloan, De\u00c1nn. \u201cEvery Budweiser Clydesdale Commercial Since 1996.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Horse Nation<\/em><\/span>, 10 Feb. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId636\" href=\"https:\/\/www.horsenation.com\/2022\/02\/10\/every-budweiser-clydesdale-commercials-since-1996\/\"><span class=\"import-url\">https:\/\/www.horsenation.com\/2022\/02\/10\/every-budweiser-clydesdale-commercials-since-1996\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Small Business Administration. \u201cMarket Research and Competitive Analysis.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">SBA.gov<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId637\" href=\"https:\/\/www.sba.gov\/business-guide\/plan-your-business\/market-research-competitive-analysis\"><span class=\"import-url\">https:\/\/www.sba.gov\/business-guide\/plan-your-business\/market-research-competitive-<\/span><span class=\"import-url\">analysis<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Smith, Mark. \u201cLeveraging Social Media To Capture Customer Data and Fuel Journey Orchestration.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 7 June 2019, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId638\" href=\"https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2019\/06\/07\/leveraging-social-media-to-capture-customer-data-and-fuel-journey-orchestration\/?sh=2f8d2fe25598\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/forbestechcouncil\/2019\/06\/07\/leveraging-social-media-to-capture-customer-data-and-fuel-journey-orchestration\/?sh=2f8d2fe25598<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">SurveyMonkey. \u201cTypes of Survey Questions.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">SurveyMonkey.com<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId639\" href=\"https:\/\/www.surveymonkey.com\/mp\/survey-question-types\/\"><span class=\"import-url\">https:\/\/www.surveymonkey.com\/mp\/survey-question-types\/#matrix<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Sweatt, Lydia. \u201cWhy Chasing Viral YouTube Videos Is Overrated [for Small Creators].\u201d VidIQ, 16 Nov. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId640\" href=\"https:\/\/vidiq.com\/blog\/post\/chasing-viral-youtube-videos-overrated\/\"><span class=\"import-url\">https:\/\/vidiq.com\/blog\/post\/chasing-viral-youtube-videos-overrated\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Thorp, Charlotte. \u201cThe Importance of Target Audience Personas and How to Develop Them.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Growth Business<\/em><\/span>, 4 Dec. 2020, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId641\" href=\"https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/\"><span class=\"import-url\">https:\/\/growthbusiness.co.uk\/the-importance-of-target-audience-personas-and-how-to-develop-them-19595\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Tormey, Lauren. \u201cChunking Your Content Makes it Easier to Process.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">The University of Edinburgh<\/em><\/span>, 4 Sept. 2020, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId642\" href=\"https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/\"><span class=\"import-url\">https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">University of Edinburgh. \u201cChunking Your Content Makes It Easier to Process.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">University of Edinburgh<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId643\" href=\"https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/\"><span class=\"import-url\">https:\/\/blogs.ed.ac.uk\/future-student-experience\/chunking-your-content\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">USC Annenberg. \u201c4 Research Methods for Audience Analysis.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">University of Southern Carolina<\/em><\/span>, n.d., <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId644\" href=\"https:\/\/communicationmgmt.usc.edu\/blog\/4-research-methods-for-audience-analysis\/\"><span class=\"import-url\">https:\/\/communicationmgmt.usc.edu\/blog\/4-research-methods-for-audience-analysis\/<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Virginia Polytechnic Institute University Libraries. \u201cResearch Methods Guide: Interview Research.\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">VT.edu<\/em><\/span>, updated 21 Sept. 2018, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId645\" href=\"https:\/\/guides.lib.vt.edu\/researchmethods\/interviews\"><span class=\"import-url\">https:\/\/guides.lib.vt.edu\/researchmethods\/interviews<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">Worthy, Beth. \u201cWhy is Empathy Important to Customer Success?\u201d <span style=\"border: none windowtext 0pt; padding: 0;\"><em class=\"import-i\">Forbes<\/em><\/span>, 12 Oct. 2022, <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId646\" href=\"https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/10\/12\/why-is-empathy-important-to-customer-success\/?sh=ff106a43e12d\"><span class=\"import-url\">https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2022\/10\/12\/why-is-empathy-important-to-customer-success\/?sh=ff106a43e12d<\/span><\/a><\/span>.<\/p>\n<p class=\"hanging-indent\" style=\"padding-left: 40px;\">YouGov. <span style=\"border: none windowtext 0pt; padding: 0;\"><a class=\"rId647\" href=\"https:\/\/today.yougov.com\/\"><span class=\"import-url\">https:\/\/today.yougov.com\/<\/span><\/a><\/span>.<\/p>\n<\/div>\n<\/div>\n","protected":false},"author":3,"menu_order":3,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"part":39,"_links":{"self":[{"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/pressbooks\/v2\/chapters\/45"}],"collection":[{"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/wp\/v2\/users\/3"}],"version-history":[{"count":12,"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/pressbooks\/v2\/chapters\/45\/revisions"}],"predecessor-version":[{"id":349,"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/pressbooks\/v2\/chapters\/45\/revisions\/349"}],"part":[{"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/pressbooks\/v2\/parts\/39"}],"metadata":[{"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/pressbooks\/v2\/chapters\/45\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/wp\/v2\/media?parent=45"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/pressbooks\/v2\/chapter-type?post=45"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/wp\/v2\/contributor?post=45"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/pressbooks.palni.org\/writingfordigitalmedia\/wp-json\/wp\/v2\/license?post=45"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}