Designing a Framework for Sustainable Content Communication Considering UX on the Content Lifecycle for Non-professional Personnel

This study proposes a framework for sustainable content communication that can be utilized by in-house personnel without expertise in content communication to maintain good user experience. Content communication plays a key role for an organization to survive in a competitive market. Several concepts including enterprise content management (ECM) have emerged and have been applied in organizations to deliver the right contents to the right people at the right time so as to maximize user experience (UX). However, the actual implementation of these concepts requires large-scale infrastructure including IT tools and personnel with technical communication expertise that are available only in large organizations. SMEs account for over 95 percent and 99.7 percent of the firms in OECD economies and Japan, respectively. Surveys show that these SMEs are facing problems with effectively communicating with their stakeholders because of their inability in effectively delivering communication contents. This study focuses on solving this communication problem using a framework based on systems engineering by which non-technical personnel can manage sustainable content communication. The framework was tested and evaluated by eight small businesses.