ndash Customer Success Guide
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- Angelina Gardner
- 6 years ago
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2 ndash Customer Success Guide Introduction (Page 3) Basic Setup (Page 3) o Completing Profile (info and payment) Groups o Adding your team members o Setting preferences Getting Started (Page 8) o Building a writing team Searching for writers (how and what to look for) Requesting pitches Assignments (Page 13) o Setting a budget (how much should each assignment cost) o How to create first assignment (what details to include) Direct assignment Open assignment Accept Pitch (direct or industry) o Assignments thread best practices (comments, feedback, approvals, deadlines, etc.) o Payment Ramping Up (Page 18) o Putting content on auto-pilot o The concept of content community o Building relationships with writers Conclusion & Contact Us
3 Introduction If you re reading this, it s probably because you recently created a free company account on ndash.co. As such, you might have questions about key features, workflow, writers and more. This guide is designed to answer those questions and ensure that you get the most out of what the ndash platform has to offer. If you ve downloaded this guide before creating an account, then it will serve to show all that could be achieving by signing up. As with any platform, improvements will be made on an on-going basis. To stay up-to-date on the latest features, enhancements and bug-fixes, be sure to bookmark our blog. In any event, we appreciate your interest in the ndash platform. Let s get down to it Creating a Group Profile Basic Setup Completing your company/group profile is an important step on the ndash platform, as it will enable writers to onboard themselves to your brand and give them clear direction on what types of pitches to send. Here we ll take you section-by-section, and share a few tips and tricks on how to fill out your group profile quickly and effectively. About Us: A quick and easy way to do this is to steal the about copy from LinkedIn and tweak it so that writers understand what you re looking for. You could also use the about us boilerplate from your website. Our Industry: We suggest using the industry that you ve chosen on LinkedIn. By selecting an industry, you ll see more relevant industry pitches on your dashboard. Company Content Kit: This is an open field that lets you upload documents like style guides, brochures, previous content examples really, anything that you would normally send to a freelancer who s trying to get familiar with your company. Content We re Looking For: This is where you ll give writers some insights into the types of content and ideas you re interested in receiving. See below for example of what we included in the ndash group profile:
4 Objective : What is all of this content meant to accomplish? This may be brand awareness, thought leadership, community building, SEO, lead generation, among many others. Our Target Audience: This is where buyer personas come into play. Here is an example of what you could write: Tone: Is it okay for the writers to make a few jokes, or are you looking for strictly professional content? Likewise, do you want opinionated content?
5 Things to Avoid : You ll find an example of what ndash.co uses on their profile in the image directly below. From the Blog: To craft better pitches, it helps writers to know what your brand has published recently. To get the RSS feed URL, visit your blog and right-click the page and hit show page info. Then type Control+F and search either rss or feed, take that URL and place it here. Keywords: Does your SEO strategy have 5-10 keywords you d like the writer to know about? If you don t and you re looking for a way to do this quickly, you can also copy and paste the specialties section from your LinkedIn profile. Adding Your Team Members
6 ndash lets you invite as many team members as you want, whether they be co-workers, agency partners, consultants anyone who s part of your content marketing operation. Once the user has accepted their invite to join the group via , the admin of your group will then have the ability to change their status from contributor to admin, or to remove them from the group. It s important to note that in order to manage another user s status, delete credit cards or change group settings, you need to be an admin. Group Settings/Preferences You can easily access your group settings from your dashboard.
7 Here you can: Manage your group members (essentially the same as invite others mentioned above) Add or delete credit cards from that group Pause your group (meaning that the group will no longer be visible to writers, and you ll be unable to begin any new assignments or receive new pitches) Change your group profile from public to private (meaning that your group is no longer searchable to writers and you ll be unable to receive pitches, unless you specifically request one from a writer) Getting Started How to Select a Freelance Writing Team Once your group profile has been completed, you re ready to start building a content community. Here are few tips and considerations on recruiting, onboarding and managing your team of writers. How many freelance writers should you have? It depends on a few factors, including internal resources, budget, publishing cadence, etc. Some brands on the ndash platform have 15 people on their Favorites list, while others can get by with 2-3. We recommend having at least 5 writers on your team at first to ensure faster delivery and continuity. How can you find writers?
8 You can search writers by industry and/or topics relevant to your brand. From there, you have a few options: You can send them an assignment directly You can request a pitch from them You can add them to an existing assignment Tip: To find the best writers for your brand quickly, consider a paid writing test where you give the same assignment to 3-5 different writers. Requesting pitches If you click browse all writers at the top of your dashboard, you ll be shown all writers within the ndash content community. If at first glance you find a writer you re interested in, then you can request a pitch right then and there by clicking get started and then choosing request a pitch.
9 From there, you ll have an option to add a note to the pitch (if you re looking for an article on a news article, specific marketing campaign, etc.).
10 Likewise, you can also request a pitch from a freelance writer when viewing their profile and can click on get started from there. If you want to request pitches from multiple writers in bulk. From the browse all writers page, you can check the gray box on the top right of the writer s information.
11 From there, at the top of the browse all writers page, choose bulk action. You are then able to request a pitch in bulk, with the ability to add a note on the type of pitch you re looking for if you so choose. If You Already Have Freelancers How Can This Tool Help You? One way that many brands and agencies alike are using ndash is to manage their existing freelance writing team. This way, all content deliverables are being kept in one place, they don t have to worry about keeping track of and paying invoices on time, and they re enabled the flexibility to scale their content creation team based on their needs. Also, this way if one of their freelancers becomes unavailable they have thousands of additional freelance writers at their fingertips.
12 Your current freelance writers can sign up to ndash (for free). You ll then have the ease of managing them on our platform, while being able to find new freelance writers as your content creation needs escalate or your freelancer s availability becomes limited. How Much Should I Pay a Freelance Writer? Assignments ndash has a marketplace pricing system, where both writers and brands have price flexibility. This means that brands can create assignments and post them for whatever price they want, and writers can decide if that price is worth their time. Here are a few use cases on figuring out how to price assignments. Use Case #1: You found a writer you like. Awesome! You ve looked at their profile and feel as though they d be a great writer for your brand. If you have an assignment you d like to give to them and you re unsure of how much they charge, start by looking at the rate card listed on their profile and go from there. You can visit their profile, click get started and choose start a new assignment.
13 If you d like an idea from that writer, then request a pitch and see what the writer comes back with. If the price is too high, you can always counter-offer and see if the writer is still interested. Use Case #2: You received a pitch that you like. If you received a pitch that you like, but it s not quite there yet, you have the ability to message the writer in regards to that pitch and ask them to alter the title, scope, deadline or price. Use Case #3: You want writers to come to you. You can post an open assignment, at a price point you ve chosen, and the writers within your budget that are interested in writing for your brand will apply to that open assignment. To do this, click create assignment on the top right of your dashboard.
14 Then, for the send to option choose ndash Community (Industry Experts). Writers will then see that you need someone for that assignment and will apply. You can then choose your favorite one. It s important to keep in mind that someone who has extensive experience writing about your industry will cost more than someone who does not. A well-written article by an expert can cost you close to $500. However, if you re looking for someone with a bit less expertise in your field, then these are the ballpark numbers you ll be looking at: Blog Post: $100 - $250 Whitepaper: $800 - $1500 Landing Page: $100 - $250 Copy: $50 - $150
15 Press Release: $100 - $250 Case Study: $200 - $350 How to Start That First Assignment with a Freelance Writer There are two core ways assignments are started with a freelance writer by a brand assigning a piece of content, or by a brand accepting a pitch from a freelance writer. You have a content idea/assignment that you need to find a writer for. Option #1: Start by searching for writers that have experience writing about your topic within your industry. Then, view multiple writers work samples and their work profile, don t forget that you also have the ability to view their LinkedIn profile as well on the ndash platform. Option #2: If you re still not quite sure whether or not they re the writer for the job, and you have some wiggle room on deadline, then request a pitch from that writer. Here you can add a note about the type of pitch you re looking for (which should be relative to the assignment topic you re looking to assign). You may not want this pitch, but it will provide you with insight as to whether or not the writer understands your industry and your brand. Option #3: If you have a bit more time, you can also post your idea as an open assignment to see which writers apply. Here, you can then go through the writer profiles of those that applied and figure out which one is best. We suggest looking at the writer s profile to see if they have writing samples and a work history that demonstrates knowledge in your field. Edits and Feedback The Assignment Thread Once an assignment is in-progress, you and writer can correspond directly in the assignment thread. This is where you can: Give the writer additional instructions Ask for updates Review drafts Approve the assignment How to Pay Payment is done within the Assignment Thread at ndash. In order to access your assignments, click on assignments in your dashboard.
16 Here the writer will submit for payment, and you ll have the option to either approve payment or to wait for the assignment to auto-pay. Ramping Up How to Build a Relationship with a Freelance Writer and Manage Your Writing Team After you start building a freelance writing team on ndash, it s important to start building a relationship with that writer so that they continue providing you with great content moving forward. While ndash can
17 be used for one and done assignments, it s main essence is to supply your marketing team with the tools they need to keep up with your brand s content creation and ideation needs. Here are a few best practices for keeping the relationship alive between you and the freelance writers you re managing. Request pitches from your writers once a week or every other week in order to fill your content calendar. Send each writer at least two assignments a month, so that they can stay familiar with your brand s voice and overall marketing goals. Once an assignment has started with a writer, reach out and thank them for taking it on. Then let them know to ask you if they have any questions. If you want to hop on a quick content call, be sure to mention that as well in the assignment thread. This gives you the opportunity to show the writer that there s a person behind your brand s logo. Even if you do the edits yourself, be sure to provide the writer with feedback so that they can master your brand s voice going forward. And make sure to send them the revised, final copy of the piece of content. Once the piece of content has been published, be sure to send them the link for reference. Depending on the type of relationship you ve established, you can also ask them to share the piece of content on their social media sites. How can you more involve freelance writers in your marketing efforts more efficiently? If you re holding a content creation meeting in-office, perhaps offer to include them in the team meeting via phone, this way they can better understand what type of content you ll need going forward, and they ll have the ability to pitch you content ideas that align with your overall marketing goals. If you re happy with the assignment, be sure to tell them. Everyone enjoys being recognized for their hard work. Know your chain of command and who on your team is responsible for managing your content community, this way there is consistency when work is being assigned. Have a comprehensive workflow put into place, this way the freelancer knows exactly what to expect going into an assignment, in terms of turn around time, number of drafts needed. Being transparent with the freelance writer about what is expected is a great way to get the best writing out of them.
18 Conclusion Thanks again for downloading our Customer Guide, and of course, for your interest in the ndash platform. If you still have questions, please us and we ll respond promptly. In the meantime, be sure to check us out on: Twitter LinkedIn Facebook Youtube Blog Happy content creation! Sincerely, The ndash Team
Disclaimer: This is a sample. I was not hired to write this, but it demonstrates my writing style.
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