content strategy · content operations · ai content strategy
See what is working, and what is not, across your customer content system.
Your content system is everything behind what customers read: the content itself, the workflows that produce it, the standards that shape it, the people who own and approve it, and the sources of truth it depends on. This audit gives you an evidenced picture of that system, including where generative AI can responsibly support it and where it would make things worse.
From $6,500 · delivered in three weeks
Independent consultant. San Diego, working with teams remotely.
the problem
Customer communication drifts apart as teams grow.
Customer communication is produced by different groups working from different assumptions. Marketing writes acquisition content, sales sends its own materials, onboarding lives in product or customer success, and help content belongs to support. Each group is competent, and the result across channels is still inconsistent.
Content gets duplicated, goes out of date, or ends up with no clear owner. Workflows, standards, approvals, and sources of truth fragment as teams grow, so a change made in one place is missed in three others.
Generative AI multiplies whatever is already there. Drawing on inconsistent source material, it produces inconsistent output at greater speed and volume. Documented standards, usable source material, a working review process, and explicit evaluation criteria are what make AI-assisted content reliable, governable, and reviewable.
the audit
Content Operations & AI Readiness Audit
The audit assesses one customer journey across the stages relevant to the agreed scope, along with the operational system that produces and maintains that content.
A standard audit covers one functional team, one customer audience, and one defined customer journey. It includes interviews with up to five stakeholders, a representative review of customer-facing content and the standards, workflows, and tools behind it, and an assessment of up to two current or proposed AI-assisted content workflows.
Broader organizational, multilingual, regulated, or multi-product scopes are quoted separately.
The audit does not include exhaustive content inventory, original customer research, legal or security review, software implementation, platform integration, or production of new content.
what you receive
- Current-state content-system mapChannels, content types, workflows, owners, tools, approvals, and handoffs, in a form your team can maintain.
- Findings reportWhat is working, what is fragmented or duplicated, what is missing, and what creates customer, operational, or governance risk.
- Keep, redesign, retire recommendationsSpecific calls on content, processes, standards, tools, and governance, with the reasoning attached.
- AI readiness assessmentWhere AI can responsibly support the content lifecycle, which foundations are missing, and what should be left to people.
- Prioritized 90-day roadmapA sequence for the next quarter, ordered by dependency and impact.
- 90-minute leadership readoutA facilitated review of findings, priorities, and tradeoffs with the people who will act on them.
selected evidence
Airbnb
I proposed an AI-assisted content workflow for the Help Center and built the operating practices behind it: curating the training data, consolidating seven style guides into one standard, writing the evaluation criteria, and reviewing hundreds of paired model outputs before rollout across 61 languages. I trained a direct report to document and own it, and it remained in use as of June 2026. I also led an eight-week content test that became Airbnb's first self-service refund resolution experience, with an estimated $3M in savings through ticket deflection.
Coursera
I established the content design function, hired and led a team of three, and coordinated work across four product organizations. I built a shared content design system and trained approximately 200 designers, product managers, and engineers.
Teaching and consulting
For four years I developed and taught eight-part content operations and AI content strategy frameworks to hundreds of practitioners globally. In smaller organizations I have built content and workflow standards, playbooks covering decisions, approvals, and handoffs, chatbot content and voice and tone guidance, and the training that lets a team keep the system running.
how it works
- Fit and scope call. You describe the situation and I ask what I need to know to scope it accurately.
- Proposal and kickoff. Fixed price, defined scope, named deliverables, and dates, followed by an agreement on materials, access, and interview scheduling.
- Interviews and representative review. Conversations with the people who request, produce, review, and maintain content, alongside review of the content, standards, workflows, and tools.
- Analysis, mapping, and recommendations. I build the map and findings and test my reading of the system against the people working inside it.
- Leadership readout and handoff. A facilitated session and the full deliverables, leaving you with a clear basis for deciding what to do next.
about
Deiadora Blanche
I work on content systems: the strategy, operations, and standards that determine what an organization says to its customers and how that work gets produced and maintained.
At Airbnb I managed Help Center delivery and proposed the AI-assisted content workflow the team adopted, building the source material, consolidated standard, and evaluation criteria behind it. At Coursera I established the content design function, led a team of three across four product organizations, and trained roughly 200 people on a shared system. For four years I taught content operations and AI content strategy to practitioners internationally. I run an independent consulting practice and handle discovery, scoping, and delivery myself.
I hold an MSc in Innovation and Entrepreneurship from HEC Paris and a B.A. in Business Administration from Azusa Pacific University.
questions
- What does the audit cost and how long does it take?
- From $6,500, delivered in three weeks. You receive a fixed price and schedule in the proposal before work begins.
- What does the standard scope cover?
- One functional team, one customer audience, and one defined customer journey, with up to five stakeholder interviews, a representative review of content, standards, workflows, and tools, and assessment of up to two AI-assisted content workflows.
- Do we need an active AI initiative?
- No. Without one, the audit still addresses fragmentation, ownership, standards, and workflow. With one underway, it tells you whether the foundations are in place to support it.
- Do you write content or implement software?
- I do not build or integrate software. When the roadmap requires technical implementation, I identify the need and the kind of specialist required. Content strategy, standards, workflow redesign, evaluation criteria, and training can be scoped separately.
- Do you work remotely?
- Yes, with teams anywhere. I am based in San Diego.
Get in touch
A 30-minute call is a conversation about your situation and whether the audit is the right starting point. If it is not, I will say so.