Emily Triplett Lentz's guest appearances

Emily Triplett Lentz

SaaS Insider

Content Strategy Insights

Content Bounce House

Neil Patel

John Collins

Eileen Carey

Dan Brown

Scott Kubie

Kristina Halvorson

Jonathon Colman

Elizabeth Yin

Jared Spool

Max Altschuler

Erik Anderson

Tom Johnson

Yuval Keshtcher

Jay Baer

Hiten Shah

OwlTail

"Sometimes the creation of a brief can take almost as much time as just writing the dang thing yourself."

"Sometimes the creation of a brief can take almost as much time as just writing the dang thing yourself."

Emily Triplett Lentz, Senior Manager of Brand & Content at Calendly

Emily Triplett Lentz  Emily Triplett Lentz is committed to making her content as welcoming as possible to everyone who encounters it.  Her inclusive-content work not only ensures that traditionally excluded groups feel included. It also delivers stronger business results and promotes better writing.  We talked about:  her background as a writer and content strategist their focus at Help Scout on the customer experience, including their attention to inclusive content how easy it is to carelessly use non-inclusive language how Help Scout audited their content for commonly used phrases that could be replaced with more inclusive words and phrases how replacing non-inclusive language can improve your writing how phrases like "open the kimono" might seem fine in some contexts but offensive in others the importance of recognizing that "we're all works in progress" - that we're all at different points in our journey how privileged people - whether it's racial, economic, class, gender, or other types of privilege - can benefit from recognizing that folks without those privileges "have a harder go of it" and that "the work of inclusivity rests with people who have more privilege" the business case for inclusivity: "it's just not good business to alienate anybody" "how frequently and reflexively we use the discourse of disability to signify that which is undesirable" how they codified the findings of their inclusivity audit in Help Scout's style guide, including guidelines on seeking out diverse subject matter experts how listening to their customers led to accessibility efforts like captioning all of their video content how she loves it "when people respectfully call me out and help me continue to learn" the importance of acknowledging the difference between "content your company is publishing on its website and casual chit chat you're having with some friends" the difficulty of changing deep-rooted, long-established language habits - for example, using "guys" to refer to mixed groups, or "Dear sirs" as a correspondence salutation how using inclusive language internally can help with recruiting and retaining diverse employees - for example, not referring to a sales team that includes women as "the sales guys" the importance of being mindful of the context in cross-cultural and similar conversations her top take-homes on inclusive content:  "just listen to people" "there are almost always neutral synonyms that generally strengthen our communication, make our writing better" "it's not that hard, so why not default to neutral language and better writing and clearer communication, why not just make that simple choice and make our content as welcoming as possible to everybody who encounters it"  Emily's BioEmily Triplett Lentz is the Content Strategy Lead at Help Scout, the customer messaging platform and certified B Corporation. She's passionate about the intersection of marketing and social issues, and advocates for approaching content through an inclusive lens.VideoHere’s the video version of our conversation:  https://youtu.be/xGbrwzW34GMPodcast Intro TranscriptWhen you create content for websites and other digital products, it can be tempting to just default to the same language that you use every day. Unfortunately, our habitual word choices can sometimes make folks who are different from us feel excluded. Emily Triplett Lentz has some great ideas about how to make more mindful language choices so that your content is as welcoming as possible to everyone who encounters it. I really enjoyed our conversation about inclusive content and I hope you do, too.Interview TranscriptLarry:Hi everyone. Welcome to episode number 52 of the Content Strategy Insights Podcast. I'm really happy today to have with us Emily Triplett Lentz. Emily is currently a senior editor and a content strategist at Help Scout the software that helps support people and othe...

Emily Triplett Lentz Emily Triplett Lentz is committed to making her content as welcoming as possible to everyone who encounters it. Her inclusive-content work not only ensures that traditionally excluded groups feel included. It also delivers stronger business results and promotes better writing. We talked about: her background as a writer and content strategist their focus at Help Scout on the customer experience, including their attention to inclusive content how easy it is to carelessly use non-inclusive language how Help Scout audited their content for commonly used phrases that could be replaced with more inclusive words and phrases how replacing non-inclusive language can improve your writing how phrases like "open the kimono" might seem fine in some contexts but offensive in others the importance of recognizing that "we're all works in progress" - that we're all at different points in our journey how privileged people - whether it's racial, economic, class, gender, or other types of privilege - can benefit from recognizing that folks without those privileges "have a harder go of it" and that "the work of inclusivity rests with people who have more privilege" the business case for inclusivity: "it's just not good business to alienate anybody" "how frequently and reflexively we use the discourse of disability to signify that which is undesirable" how they codified the findings of their inclusivity audit in Help Scout's style guide, including guidelines on seeking out diverse subject matter experts how listening to their customers led to accessibility efforts like captioning all of their video content how she loves it "when people respectfully call me out and help me continue to learn" the importance of acknowledging the difference between "content your company is publishing on its website and casual chit chat you're having with some friends" the difficulty of changing deep-rooted, long-established language habits - for example, using "guys" to refer to mixed groups, or "Dear sirs" as a correspondence salutation how using inclusive language internally can help with recruiting and retaining diverse employees - for example, not referring to a sales team that includes women as "the sales guys" the importance of being mindful of the context in cross-cultural and similar conversations her top take-homes on inclusive content: "just listen to people" "there are almost always neutral synonyms that generally strengthen our communication, make our writing better" "it's not that hard, so why not default to neutral language and better writing and clearer communication, why not just make that simple choice and make our content as welcoming as possible to everybody who encounters it" Emily's Bio Emily Triplett Lentz is the Content Strategy Lead at Help Scout, the customer messaging platform and certified B Corporation. She's passionate about the intersection of marketing and social issues, and advocates for approaching content through an inclusive lens. Video Here’s the video version of our conversation: <a href="https://youtu.be/xGbrwzW34GM" rel="nofollow" target="_blank">https://youtu.be/xGbrwzW34GM</a> Podcast Intro Transcript When you create content for websites and other digital products, it can be tempting to just default to the same language that you use every day. Unfortunately, our habitual word choices can sometimes make folks who are different from us feel excluded. Emily Triplett Lentz has some great ideas about how to make more mindful language choices so that your content is as welcoming as possible to everyone who encounters it. I really enjoyed our conversation about inclusive content and I hope you do, too. Interview Transcript Larry: Hi everyone. Welcome to episode number 52 of the Content Strategy Insights Podcast. I'm really happy today to have with us Emily Triplett Lentz. Emily is currently a senior editor and a content strategist at Help Scout the software that helps support people and othe...

Emily Triplett Lentz: Inclusive Content – Episode 52

How to decide what type of content to produce for your SaaS business? Should you do it at all? What is a great way to find out more about your customer and how they feel about your company? How long before you see the results from your blog? Shira Abel chats with Emily Triplett Lentz about customer success, quality content, and how Help Scout built their blog to grow their business.  About Emily Triplett Lentz • Emily Triplett Lentz is the Blog Editor and a content strategist at Help Scout, which makes customer support and email management software more human for more than 7,500 companies in over 140 countries. • Since Help Scout is a remote company (as is Basecamp, where she worked previously) Emily recently relocated to northern California by way of Austin, Texas, Costa Rica, and Anchorage, Alaska. • Outside of work she enjoys playing bluegrass music with her husband as well as traveling, often with their two boxer dogs in tow.  Key Takeaways: • Customers don’t really care about your product. They want to succeed at the context of which your product exists. • It takes a long time for content produced for customers to show results, but being a good resource pays off in a long run. • Your brand must evolve with your customers to meet their needs.  Please rate this podcast.  About Shira Abel Shira Abel is the CEO and Lead Strategist at Hunter &amp; Bard (http://www.hunterandbard.com), an inbound marketing and branding agency. Clients include: Folloze, Totango, Cyara, Sarine Technologies, Pushbullet, AXA Tech, CloudEndure, AppsGeyser, Pitango VC, Allianz, and more. Creator and host of the SaaS Insider podcast. Creator of the Behavior Engineering Canvas. Mentor at 500 Startups. Former professor of Marketing for Startups at Tel Aviv-Jaffa Academic College. MBA from Kellogg School of Management. Loves family time, cooking, and traveling. Hates writing about herself in the third person. She lives in Silicon Valley with her husband, teen and tween sons and a very large Great Pyrenees.  If you would like to be interviewed on SaaS Insider - please contact Shira at the URL above.  The SaaS Insider podcast is brought to you by Hunter &amp; Bard, a marketing agency specializing in design, branding, content and marketing automation – helping SaaS companies reduce their marketing debt. It’s also a member of the C-Suite Radio Network. Check out Hunter &amp; Bard today at http://hunterandbard.com

How to decide what type of content to produce for your SaaS business? Should you do it at all? What is a great way to find out more about your customer and how they feel about your company? How long before you see the results from your blog? Shira Abel chats with Emily Triplett Lentz about customer success, quality content, and how Help Scout built their blog to grow their business. About Emily Triplett Lentz • Emily Triplett Lentz is the Blog Editor and a content strategist at Help Scout, which makes customer support and email management software more human for more than 7,500 companies in over 140 countries. • Since Help Scout is a remote company (as is Basecamp, where she worked previously) Emily recently relocated to northern California by way of Austin, Texas, Costa Rica, and Anchorage, Alaska. • Outside of work she enjoys playing bluegrass music with her husband as well as traveling, often with their two boxer dogs in tow. Key Takeaways: • Customers don’t really care about your product. They want to succeed at the context of which your product exists. • It takes a long time for content produced for customers to show results, but being a good resource pays off in a long run. • Your brand must evolve with your customers to meet their needs. Please rate this podcast. About Shira Abel Shira Abel is the CEO and Lead Strategist at Hunter &amp; Bard (<a href="http://www.hunterandbard.com" rel="nofollow" target="_blank">http://www.hunterandbard.com</a>), an inbound marketing and branding agency. Clients include: Folloze, Totango, Cyara, Sarine Technologies, Pushbullet, AXA Tech, CloudEndure, AppsGeyser, Pitango VC, Allianz, and more. Creator and host of the SaaS Insider podcast. Creator of the Behavior Engineering Canvas. Mentor at 500 Startups. Former professor of Marketing for Startups at Tel Aviv-Jaffa Academic College. MBA from Kellogg School of Management. Loves family time, cooking, and traveling. Hates writing about herself in the third person. She lives in Silicon Valley with her husband, teen and tween sons and a very large Great Pyrenees. If you would like to be interviewed on SaaS Insider - please contact Shira at the URL above. The SaaS Insider podcast is brought to you by Hunter &amp; Bard, a marketing agency specializing in design, branding, content and marketing automation – helping SaaS companies reduce their marketing debt. It’s also a member of the C-Suite Radio Network. Check out Hunter &amp; Bard today at <a href="http://hunterandbard.com" rel="nofollow" target="_blank">http://hunterandbard.com</a>

063: Emily Triplett Lentz on Making Content a Part of Your Business Strategy