X (Formerly Twitter)
Deliverables: Automatic response templates, content audits, and supporting strategies to enhance premium advertiser experiences, enabling platform growth and trust.
Creative Process
Goal
Enable clear and consistent communication with premium-level advertisers.
Challenge
Adapt Twitter's voice to a business audience that ranged from top global brands, to government entities.
Solution
Research and identify new content opportunities, share insights with stakeholders, and secure approval to proceed and implement solutions.
Results
New guidelines for support agents, adding a valuable resource to facilitate quick responses that solved cases faster and inspire trust.
Voice & Tone Style Guide
Content Audits
Challenge
Review 480+ automatic responses and deliver a visual representation of research data to identify obsolete content and new opportunities.
Solution
Use Google Sheets to organize content, then use Confluence to import metrics into tables and display data via dynamic charts.
Project Tracking
Track progress using timelines, milestones, and weekly reports to socialize findings with stakeholders.
Results
Created a plan of action to deprecate obsolete content, then updated or created new response templates in order of importance and demand.
Dynamic Charts
488
Email templates audited
+32%
Increase in efficiency
-21%
Reduction of legacy content
5
Cups of coffee consumed daily on average
