Meet Sky Digital Content Editor Chaila

[Federica-C]

I’m a bit of a Sci-fi fantasy nerd, so I’ve just finished watching Star Wars Rebels on Disney+. Currently have a few things on the go, Loki, Star Wars Bad Batch on Disney+, Mr Robot on Amazon Prime, Jupiters Legacy and Dark on Netflix. Also, very late to the party but Line Of Duty on BBC. My favourite film has to be Warrior with Tom Hardy, incredible story, touching moments and Mixed Martial Arts, brilliant.

What’s a Digital Content Editor?

That’s a good question. In my role a Digital Content Editor is someone that writes, reviews and edits written copy. This is across different platforms like Sky.com/help for Sky customers, the help content on Sky boxes and OneHelp our internal knowledge base for staff.

What are the different tasks a Digital Content Editor will perform?

There’s a lot more than just writing copy! My tasks go from building and publishing new content or making amends. Organising calls with stakeholders to chat through any content requests they have. Reading content feedback from our users and actioning any changes.

How would you go about raising/fixing a content issue?

The first step would be sizing up how big of a change it is. If it’s a small grammatical error, then I just make the change there and then. If it’s a process that’s wrong or missing, then I’d contact the best Subject Matter Expert on what I think needs changing. Then we work together on making the change/fix to the content issue.

My most challenging experience has probably been the launch of one of our internal knowledge bases. I remember that there was over 300 pieces of content that needed to be built, edited and prepped for the launch. And we didn’t have a massive amount of time, so it was go go go for a couple of months!

Following two questions asked by @ozsat 

What is the likelihood of a special section for Euro2020? 

I don’t have a say in our promotional sections sadly but I want to say never say never…at the time of answering this England are still in so we may have something if they continue on this trajectory!

What live sport is coming up in UHD for the next 7 days section?

We used to have one but it was removed and replaced by a live sport section which often drops to no more than 1-2 days - and not all UHD gets listed directly.

Following four questions asked by @Chrisee 

How is the need for a new help guides identified - do you pick up suggestions from the forums and help lines or does it only come from the product teams?

We have a combination of customer and internal feedback. If we see the same feedback around a certain topic/area, we realise there’s insufficient help content and need some changes. Then there’s wider business changes from product teams and other stakeholders. We get looped into conversations to understand what’s coming or changing and when.

Do you pilot/test guides with groups of customers?

So, we often run tests in the background to help improve help content. This involves testing any changes and improvements with a percent of customer. For example, we could hide specific menu buttons for 50% of customers and see how that changes navigation habits.

Is the page usage monitored so you know which journeys people complete and which people just dump?

Yes, so we use online page analytics that give us insight into how far someone goes in our Help content. Whether someone makes it right to the end of a flow before calling in or whether they give up halfway and call. This helps us pinpoint if something isn’t quite working!

One recurring issues customers complain about is finding the relevant help page what can be done to improve search and has thought been given to using an AI free text tool to improve search?

So, one of the main things that help us in improving search is feedback feedback and more feedback. Although we use online analytics, unless someone tells us that a particular piece of content is hard to find, we can only go by the hits to an article. However we’ve not considered AI, it would definitely help utilise feedback and direct our gaze.

The one thing I like the most [about my job] is that every piece of content and project is different. I never feel like I’ve experienced all there is to this role. And I have a lot of freedom with my work and how I manage my time. So, my days can be what I want them to be. Technically given two things but its hard to choose one.

Do you have a question for Chaila? Leave a comment below and we will get back to you.

Also, who would like to meet next?